從博物館導覽志工培力實踐初探志工隊治理機制建構

Study on the Governing Mechanism: Take Examples from NCKU Museum Volunteers' Empowerment

志工隊是當前博物館不可或缺的人力資源，也是協助博物館落實教育功能的重要後盾，在教育推廣第一線的導覽志工更扮演博物館與觀眾之間重要的橋樑。志工隊通常由博物館制定相關辦法管理，然而博物館為管理方便，經常採雙重標準，一方面希望志工隊獨立運作，另一方面礙於專業知識的權威，志工隊通常無權參與博物館各項重要決定或涉入專業領域，長久以來志工隊處於高管理低治理的運作模式下，僅於執行博物館交辦的工作，缺乏對行動或問題反思的能力。本研究採行動研究法，從國立成功大學博物館志工隊導覽志工的培力（empowerment）實務中嘗試發現問題、分析問題，進而發展解決問題的策略；透過培力的過程，初探志工隊治理機制建構的因素，志工隊如何成為具主體性、自主性，且能協助博物館卻又不逾越博物館職場倫理的合作夥伴。培力的概念乃個體、群體與組織能藉由學習、參與、經驗分享及共同合作等過程和機制，使個體能獲得與自己相關議題的控制權，進而學習資源運用與管理、參與決策及增強網絡連結的強度；本研究同時輔以訪談法與文件分析等研究工具，檢視培力如何促使志工了解自己在志工隊與博物館的定位；再者，以此為基礎，本研究最後則嘗試論述培力作為未來博物館志工制度施行的參考方向。

Volunteers are significant resources for most museums nowadays, especially when museum docents play a key role between visitors' understanding and museum interpretation. Although there is a comprehensive literature about volunteering management, relatively little has been written about museum volunteer governance that will probably enhance volunteers' progress in reflection in/on action and practice. This study combined theories and practices and also focused on empowerment processes for NCKU Museum volunteers. It aimed to identify problems, action planning, taking action and learning from the consequences of an action. Findings from this study indicated that the empowerment process in museum volunteering is able to help docents gain not only highly personal achievements but also valuable team work experience. Furthermore, this study attempted to take volunteering empowerment as the future direction of museum volunteering system.