資訊系統被圖書館採用的成功模式研究

Abstract

中國大陸的圖書館使用書目計量等方法提供查收查引服務來協助學術評鑑中的同儕審查工作。在環境與政策的影響下，學者意識到多元、本土和代表性的研究成果，以及學術影響、社會影響和成果轉化的重要性，查收查引服務也面臨不斷增長的業務需求、逐漸模糊的評鑑政策和日益多元的學術表現。本文思索查收查引服務蘊藏的圖書資訊學理論基礎，尋求理論對實務的指引，發現理論與實務之間的落差，結合資訊系統來應對實務工作中的挑戰與困境，以期透過專業化和標準化的服務促進學術傳播。 由於查收查引服務是中國大陸圖書館提供的一項基礎服務，各館有類似需求，為了讓資訊系統被同儕廣泛使用，作者產生了資訊系統如何被其他圖書館採用的研究疑雲。本文探索系統廠商在圖書館市場環境的行為、文化與觀點，以瞭解在圖書館成功推廣和採用資訊系統，經過哪些角色之間的互動，需要考慮哪些因素，有哪些可運作的模式。作者基於廠商有一款資訊系統產品能為圖書館帶來價值的研究情境，透過研究初期的研究準備、參與觀察和文獻回顧，最終明確回答該產品被圖書館採用的互動路徑、影響因素和成功模式為何的研究問題。 本文採用以人類學民族誌的質性研究方法為主，量化研究方法為輔的混合研究方法，作者從館員身份轉變為廠商，以完全參與者的身份進入廠商世界從2018至2023年進行長達六年多的臥底式參與觀察，建構系統廠商世界的社會真實情境，以掌握和理解他們在圖書館競爭市場的意義。作者蒐集48個成功案例與14個失敗案例之田野工作的實戰經驗、招標文檔、研究筆記和即時通訊，透過質化分析發現九種互動路徑，產品狀況、廠商狀況、客戶狀況、對手狀況、信任程度、互動程度、產品價值、採用方式八種影響因素，並提出「圖書館資訊系統採用模型」；透過量化分析發現專案管理之自主研發、尋找產品之勇於創新、主動溝通之客戶關係、強勢上位之社會關係、搜尋投標之自由競爭、合作投標之強強聯合、口碑行銷之客戶社群、重視邊陲之偏鄉進取等八種「資訊系統被圖書館採用之成功模式」。 本文的研究結果展現圖書資訊學領域以質性研究為主導的混合研究典範詮釋社會科學和商業領域議題的學術價值，達到了三個方面的研究目的：建構資訊系統被採用的成功模式，貢獻資訊系統成功既有相關理論未觸及之視角；清晰描繪圖書館資訊系統市場，詮釋科技接受、競爭情報與社會關係的共同作用；增進圖書館與廠商的互相瞭解，填補雙方之間在資源和系統採用層面的認知差異。 本文提出的「圖書館資訊系統採用模型」與既有的資訊系统成功模式、科技接受模式、波特五力模型、組織變革鑽石模式等理論相比，站在更宏觀的視角呈現了資訊系統成功被圖書館採用的影響因素及其之間的關係。而發展規劃、專案管理、軟體開發、採購方式、評估模型等資訊系統領域的研究與實踐前沿在提升本研究理論觸覺的同時，也能與本研究發現的「資訊系統被圖書館採用之成功模式」產生一定共鳴。 科技接受、競爭情報與社會關係三方面的因素在每個個案中起到了不同程度的共同作用，再加上廠商為每個客戶所付出的互動路徑與互動程度不同，影響到了信任程度、產品價值以及最終的採用方式，也就形成了不一樣的民族誌故事。丙方在資訊系統採用以及其他社會事務中起到的社會關係作用不可小覷。競爭對手的參與程度以及競爭優勢，對資訊系統採購標案的最終採用方式有直接影響，關係到客戶在仔細調研後安全順利地得到自洽的採購結果，或是發佈公開招標讓勢均力敵的廠商與對手正面交鋒。 中國大陸圖書館資訊系統的廠商世界兼具利基市場、同儕市場、單一市場與競爭市場四種性質。本文希望館員與廠商各司其職且目光長遠，共同為社會負起責任達到雙贏，尊重客觀公正或者自洽的採購結果。資訊系統被圖書館採用的整個過程是甲方基於成熟的產品與乙方成為朋友的社會化過程，在自身努力與丙方協助下，甲乙雙方在互動的過程中尋求合作與成長，共同推動組織的競爭力提升和業務的自動化和標準化。

Libraries in mainland China employ bibliometric measurements to offer citation index service and support peer review during academic evaluations. Influenced by environmental factors and policies, scholars recognize the significance of diverse, localized and representative research outcomes, along with their academic and societal impacts and the transformation of these findings into practical applications. Citation index service faces evolving evaluation policies, increased business demands, and a wider range of academic performances. This paper delves into the theoretical foundations of library and information science that underlie citation index service. It seeks theoretical guidance for practical implementation, identifies gaps between theory and practice, and leverages information systems to address real-world challenges and dilemmas. These efforts aim to establish unified and professional citation index services to enhance scholarly communication effectively. Since the citation index service is basic service provided by libraries in mainland China, and each library has similar needs, in order to make the information system widely used by peers, the author has generated foreshadowed problems about how the information system can be adopted by other libraries. In order to understand what interactions between roles, what factors need to be considered, and what models are available while information systems are to be adopted by libraries, the behavior, culture and viewpoint of information system vendors in the library market environment were explored. Based on the situation where the vendor has an information system product that can bring value to the library, through preliminary research preparation, participant observation and literature review, the author finally clearly answers the research questions of the interactive path, influencing factors and success models of libraries adopting this product. This article adopts a mixed methods research based on qualitative research methods of ethnography in anthropology, supplemented by quantitative research methods. The authors transformed the role of librarian into a member of vendors to enter the vendors' world as a full participant. From 2018 to 2023, he conducted covert participant observation for more than 6 years, and constructed a context of social reality in the system vendors' world, in order to grasp and understand their significance in the library competition market. Work experience, bidding documents, research notes and instant messaging content of 48 successful cases and 14 failed cases were collected. The qualitative analysis results showed 9 interactive paths, and 8 influencing factors, and a Library Information Systems Adoption Model (LISAM) was proposed. The influencing factors include product status, vendor status, client status, competitor status, trust level, interaction level, product value, and adoption method. The quantitative analysis results revealed 8 Success Models of Information Systems Adopted by Libraries (SMISAL), including project management for independent research and development, product exploration for innovation, active communication for customer relationship, strong intervention for social relationship, searching and bidding for free competition, strong combination for cooperative bidding, customer communities for word-of-mouth marketing, and marketing with emphasis on rural areas. This article demonstrates the academic value of mixed methods research paradigm led by qualitative research in the field of library and information science to interpret issues in the social sciences and business fields It has achieved three research purposes: constructing successful models for the adoption of information systems from different perspectives, and filling the research gaps in existing theories related to the success model of information systems; providing a clear picture of the library information systems market, explaining the joint role of technology acceptance, competitive intelligence, and social relationships; enhancing mutual understanding between libraries and vendors and filling the cognitive gap between the two parties in terms of resources and system adoption. Compared with the existing information systems success model, technology acceptance model, Porter's five competitive forces model, diamond model of organizational change and other theories, the Library Information Systems Adoption Model proposed in this article presents the factors influencing the successful adoption of information systems by libraries and the relationships between them from a more macro perspective. While the research and practice frontiers in the fields of information systems such as development planning, project management, software development, procurement methods, and evaluation models have enhanced the theoretical acumen of this study, it can also resonate with the Success Models of Information Systems Adopted by Libraries found in this study. The three factors of technology acceptance, competitive intelligence and social relations play a different role in each case. In addition, the interaction path and degree of interaction that vendors pay for each customer are different, which affects the trust level, product value and final adoption method, thus forming different ethnographic stories. The role of social relations played by Party C in the adoption of information systems and other social affairs cannot be underestimated. The degree of competitor participation and competitive advantages have a direct impact on the final adoption of information system procurement bids. It is related to whether customers can safely and smoothly obtain self-consistent procurement results after careful research, or whether to issue an open tender to allow evenly matched vendors to go head-to-head with their rivals. The vendor world of library information systems in mainland China has four characteristics: niche market, peer market, single market and competitive market. It is hoped that librarians and vendors will each perform their duties and have a long-term vision, jointly take responsibility for society to achieve a win-win situation, and respect objective, fair or self-consistent procurement results. The entire process of the information system being adopted by the library is a socialization process in which Party A becomes friends with Party B based on mature products. With its own efforts and the assistance of Party C, both parties seek cooperation and growth during the interaction and jointly promote the organization's competitiveness improvement and business automation and standardization.