大學圖書館部落格迴響之研究

Abstract

圖書館因應web2.0時代發展出許多應用服務，其中以部落格在圖書館的應用最為廣泛。相關文獻多數是從圖書館角度探討部落格服務，比較少部落格使用者的相關研究。而圖書館服務是以讀者為導向，宜從讀者的角度檢視圖書館部落格服務的效益。另外，部落格的特性中以迴響最能展示圖書館與讀者互動之情形，並反應讀者對圖書館服務的意見。且近年來我國已有多所大學圖書館提供部落格服務，本研究分析圖書館部落格的迴響，從讀者的角度探討圖書館的部落格服務。 具體而言，本研究之研究目的及擬探討之問題如下：1.分析我國大學圖書館部落格迴響之內容。哪一種類別圖書館部落格迴響較為踴躍？迴響的類別？館員與讀者之間的互動行為為何？2.探討大學圖書館讀者對於圖書館部落格及迴響之看法。哪些因素影響讀者迴響？讀者對圖書館部落格之看法為何？3.探討部落格對圖書館服務的影響。圖書館處理讀者迴響之過程為何？館員對圖書館部落格服務之看法為何？讀者迴響是否對圖書館服務產生影響？ 本研究首先以內容分析法分析我國大學圖書館部落格迴響之內容，研究對象為臺灣地區之33所大學圖書館80個部落格。接著以訪談法與問卷調查法分別了解館員及讀者對於大學圖書館部落格之看法，研究對象為內容分析中迴響數量最高之5所圖書館部落格之館員與讀者。 根據內容分析結果，大學圖書館部落格類別以資料/資源類型部落格最多，其次為圖書館消息，綜合類別之部落格位居第三。其中以特定使用者類別之部落格有迴響文章數量較高，平均每發佈3篇文章即有1篇文章有讀者迴響。以圖書館服務類別之部落格迴響數量較為踴躍，平均每1篇有迴響文章其迴響數量為21.4則。攸關讀者權益之文章主題迴響數量較多。迴響類別以「回應作者」最多，其次依序為廣告迴響、圖書館回饋、個人導向、爭議性迴響、其他、延伸主題。關於圖書館與讀者之間的互動行為，各類別之大學圖書館部落格最慢在3日內會回覆讀者的迴響。迴響格式讀者以口語表達方式居多，館員用字遣辭則較為嚴謹。 根據問卷調查結果顯示，多數填答者會以「加入我的最愛」之方式持續追蹤圖書館部落格，以瞭解圖書館的最新消息以及館藏資源。然而，填答者於部落格上留下迴響的意願較低。關於大學圖書館部落格服務及迴響之看法，多數填答者對於圖書館的回應感到滿意，並且認同部落格可促進圖書館與讀者之間的溝通。 根據訪談結果受訪館員表示圖書館建立部落格目的包括改善傳統網站問題、傳遞訊息和推廣閱讀等。館員會每日瀏覽部落格，並以匿名的方式回覆讀者的迴響。此外，館員認為可從部落格的迴響數量得知讀者關心的議題，並且瞭解讀者的意見與需求。最後，建立圖書館部落格須整體性的規劃，如建置目的、部落格內容、管理人員、推廣及機構首長的支持等，才能使部落格發揮最大效用。

In order to cope with the generation of web2.0, libraries develop a variety of services and the blog is the most widely application of all. In regard to blogs, most studies focused on the blog services from the library’s point of view, leaving out the blog users’. Library service should be reader-oriented, therefore, it is better to examine the library services from readers’ point of view. Comment is the most representative characteristic of blogs, which not only displays the interactions between library and readers but also expresses the opinions of readers. Lots of university libraries in Taiwan have developed blog services in recent years. This study is intended to analyze the blog comments to illustrate library services from the readers’ point of view. Purposes of this study are: 1.To analyze the contents of university library blog comments. 2. To explore the library blogs and comments from viewpoints of librarians as well as readers. 3. To explore the impact of blogs on library services. Questions to be answered are as follows: What type of library blogs gets the most comments? What are the types of comments? What are the interactions between librarians and readers? What factors make readers comment? How librarians deal with readers’ comments? What are librarians’ viewpoints on library blogs? Do readers’ comments have impacts on library services? First, contents of 80 library blogs (in 33 universities) were analyzed. In addition, interviews and survey by questionnaire were conducted to investigate viewpoints of librarians and readers on university library blogs. The research targets are librarians and readers from the top five libraries which possessed more comments on their library blogs. According to the content analysis, most blogs belong to the types of ‘data and resources,’ ‘library news,’ and ‘combination.’ The number of commented posts in ‘specific user’ type of blogs are more than others (an average of 1 comment every 3 comment posts). There are more comments found in the type of ‘library service’ (an average of 21.4 comments per comment post). Articles which relevant to readers’ right acquire more comments. Reply to the author is on the top among various types of comments, followed by spam comments, library comments, personal-oriented comments, disputative comments, other comments, and related topic comments. Usually, librarians would reply to readers’ comments within 3 days. Languages used by readers in their comments are somewhat casual than those used by librarians in their responses. According to the survey by questionnaires, more than half of respondents tend to add library blogs in their bookmarks in order to obtain the latest news and information concerning library collections. Nevertheless, only a few of them would have willingness to make comments on blogs. Majority of respondents are satisfied with the response made by the library. Moreover, they also pointed out that university library blog is a tool which can facilitate the interaction between the library and readers. Librarians interviewed in this study indicated that solving the problems of traditional websites, distributing news, promoting reading are the major goals of university library blogs. They browsed the blog daily and reply comments anonymously. Librarians indicated that the more comments readers post, the more librarians can realize what readers concern. In conclusion, libraries would need definite goals, informative blog contents, appropriate management and promotion, and supports from the library authority to provide effective and efficient blog services.