專論／大學圖書館即時數位參考諮詢服務之使用者需求與態度／蘇小鳳 | The User's Attitudes Towards Real-time Digital Reference in Academic Libraries / Shiao-Feng Su

本研究於國內大學圖書館普遍推動即時數位參考諮詢服務之先，以問卷調查及深入訪談法了解大學生及研究生使用者對該項服務的認知、需求與期望，探索適 當的服務政策與行銷管道，冀求能有效提高即時數位參考諮詢服務參考服務的使用率與使用滿意度。本文亦分析學生對此服務的需求與態度差異，以供國內圖書館界 開辦即時數位參考諮詢服務時，能針對目標使用者習性與態度設計服務方式與政策，以達提昇效能之參考。 Through questionnaire survey and in-depth interviews, the study investigated the desired features, marketing strategies, and policies of real-time digital reference services from students’ perspectives. The project was executed in two phases using different research methods: in-depth interviews were conducted during the questionnaire development phase, questionnaire survey was used in the large scale survey of users’ attitudes. The survey results reflected the actual habits, need, and attitudes of current and potential users. Further analyses revealed the differences of need and attitudes of students of various majors and backgrounds. The findings could help academic libraries better serve and effectively attract target users. 頁次：48-63