國家圖書館數位參考服務之使用研究

The Use Study of the Digital Reference Service from the National Central Library

國家圖書館於民國91年3月啟用「參考服務園地」系統，以網頁表單提問方式開始進行數位參考服務，至2009年底已累積5,745次讀者提問。本研究即以2009年內之提問676筆為研究母體，並採用文獻分析法與內容分析法，進行量化與質化研究。研究項目包括：提問者（性別、教育程度、年齡、職業）、問題（範例、類型、典型參考問題、一般例行問題、特殊提問、國家地區、提問時間、提問次數排行）、館員答覆（平均回覆時間、筆者個人觀察）等三項。研究結論包括：提問者以大學生及研究生居多；其中又以高學歷之女性提問者較多；中國大陸提問者日漸增多；「數位參考服務櫃檯」與「顧客服務中心」之功能逐漸混淆與融合等項。最後在政策方面，建議訂定書面之「數位參考服務指引」；在網頁表單設計方面，則要改善讀者與館員介面；未來研究方向則需加強館員回覆分析與提問者滿意度分析兩項研究。

The National Central Library initiated The Digital Reference Service System in March 2002. The main purpose of this system is to introduce the web-based submission form for readers to pose reference enquiries online. As of the end of 2009, the accumulated readers' reference enquires amounted to 5,745. For exploring the functionalities of this system, 676 reference enquires in 2009 are taken as examples, both literature review and content analysis are applied as research methods to complete this study.Three main topics in this study are: users (genders, education levels, ages, occupations); reference enquiries (types, subjects, locations, etc.); librarians' replies (average time spent on a reply, the authors' personal observations)The conclusions of this study include: the most frequent users are undergraduate and graduate students, females are more than males among those students, the growing number of users from Mainland China, the blurring boundary between the reference service counter and the call center. Lastly, some suggestions are: to draft guidelines for implementing digital reference service, to improve the efficiency of web-based submission forms, to strengthen the analysis of librarians' replies and customers' satisfaction.