讓閱讀無所不在－－臺灣公共圖書館實體服務通路的翻轉

Making Reading Everywhere: The Flipping of the Physical Service Channels of Taiwan's Public Libraries

翻轉，就是創新。隨著數位時代，公共圖書館轉型的需要，圖書館實體服務通路也隨之翻轉。圖書館開始利用各種方法，改變觀念與策略，突破時間及地點之限制，打造不同以往的實體服務通路。在這股趨勢下，近年來臺灣公共圖書館透過建置自助式圖書館、推廣行動書車、設立行動書箱、倡導漂書運動與推動異業結盟等方式，追求創新，既要把讀者帶進圖書館，更要透過各種管道，走出圖書館，主動為民眾提供館藏與服務。為了解臺灣公共圖書館如何透過實體通路創新，打造無牆圖書館新風貌，本文除闡述臺灣公共圖書館在翻轉實體服務通路上的新作法外，也歸納出其善用異業優勢進行策略聯盟、聯合公民營機關進行跨域合作、爭取社會資源挹注創新發展、深入民眾日常連結生活消費，以及開發潛在客群主動服務到家的幾點特色。而因應彈性與便利性兼具的未來服務趨勢，本文亦建議公共圖書館在既有的創新基礎上，應運用尖端科技帶動通路創新、整合虛實通路建立服務品牌、重視調查分析反饋顧客需求，並呼籲透過通路，傳遞公共圖書館轉型後的新資源與新服務，期使臺灣公共圖書館能真正走入民眾生活，讓閱讀無所不在。 In the digital age, public libraries began to face the need for transformation, and the physical service channels of libraries also start to flip. Libraries use various methods to change concepts and strategies, break through the limitations of time and place, and create different physical service channels. This article describes how public libraries in Taiwan have flipped their physical service channels. It also summarizes several characteristics, including the use of advantages in different industries for strategic alliances, joint public and private agencies for cross-border cooperation, pursuing social resources to innovate, linking people's daily consumption, developing potential customers, and providing active services. In response to the future service trends of flexibility and convenience, this article also proposes that public libraries should use technology to innovate service channels, integrate virtual and actual channels to build service brands, pay attention to surveys and analysis to respond to customer needs, and pass on the new resources and services after the transformation. It is hoped that by flipping the physical service channels, Taiwan's public libraries can truly enter the lives of the people and allow reading everywhere.