博物館觀眾意見回饋機制的檢討與展望－－以科工館觀眾服務卡反映之展示意見為例

The Review and Prospect of Visitor Feedback Mechanism in Museum -An example of exhibition-related comments in the Visitor's Comments Card archives of the NSTM

博物館在當代社會中已不只是扮演大眾教育的機構的一環而已，面對消費社會中所有因消費行為（如購票參觀等）所衍生之服務品質、意見交換、觀眾滿意等問題，已逐漸將博物館經營議題帶往一個有別於過去知識傳達的脈絡，而更著重在博物館如何與大眾文化建立起長久互信的對話機制上。國立科學工藝博物館在館內設置供民眾自由填寫的觀眾服務卡，作為服務的回饋機制已行之兩年有餘。本文旨在以科工館觀眾服務卡中有關展示組的意見反映與回覆的檔案作為研究文本，來評述科工館與觀眾意見互動的現行機制中，關於博物館理念傳達與觀眾服務間的拿捏與取捨，其檢討的範圍在於觀眾意見收集與處理的觀念、目的、流程、方式、建制與溝通上的效果，並從而導引出一組可作為未來改善的建議。

The purpose of this article is to review how the visitor feedback mechanism works in NSTM, with a close concern on the comments related to exhibition affairs. The scope of the review will include the concepts, aims, processes, methods and communication quality behind the feedback mechanism and offers a number of ideas for making improvements in service to visitors (customers). This study includes the analysis to the existed card archives and the information gathered through interviews with museum personnel who manages the returned cards. Because the comments offered by visitors vary widely, so this study does not attempt to make a quantitative analysis of the data in combined with the personal background, presenting only a qualitative analysis on the answers to the questions visitors has raised.