我國圖書館Facebook經營現況分析及使用者接受度之研究

Abstract

隨著網際網路的快速發展，圖書館運用各種Web 2.0工具以拓展服務，提供更便利的溝通管道與讀者互動，近年來國內外均有圖書館在Facebook社群網站中建立粉絲專頁，發佈圖書館活動公告、影音記錄或開發各種便於讀者查找資訊之應用程式，而讀者亦可藉此管道發表意見、詢問問題。本研究之研究目的在於探討大學圖書館於Facebook中經營服務的方式，藉由瞭解國內圖書館Facebook的建置內容、互動情況以及讀者查找資訊與解決問題的特性、對社群網站的接受程度等，進而歸納大學圖書館於社群網站中發展服務的方向。 截至民國99年11月，國內共有33個大學圖書館粉絲專頁及6個公共圖書館粉絲專頁，本研究透過「內容分析法」分析國內圖書館Facebook中所設置之功能以及發佈訊息之性質及互動情況。在使用者調查部份則採用「問卷調查法」瞭解師大圖書館讀者利用圖書館參考服務詢問問題之經驗及對於師大圖書館Facebook的看法，透過網路問卷的發放，共回收348份有效問卷。 研究結果發現許多圖書館Facebook僅有開設功能，但並未善加利用與管理，讀者於頁面中發佈之訊息以廣告、閒聊居多，且公共圖書館互動情況較大學圖書館來得熱絡。使用者調查部份，讀者較傾向自行於網際網路中搜尋以解決問題，且認為自己能夠解決問題而選擇不向圖書館求助，其中教職員使用者較少向圖書館詢問問題。大部分讀者對於師大圖書館Facebook之使用態度是正面的，且對於圖書館提供新的服務管道願意積極嘗試，但Facebook並不適合做為討論學術研究相關問題的管道。本研究建議圖書館Facebook可提供更豐富的資訊內容，與讀者的互動、回應更要積極，並可嘗試提供新的功能。With the rapid development of internet, there are many libraries use various Web 2.0 tools to expandd services, providing more convenient channel to communicate with readers. In recent years, many libraries build their Facebook Fan Page, publishing library bulletins, photos, videos and develop applications to help readers find information. Readers can also express their views, ask questions on Facebook. Purpose of this research is to investigate the operating status of library with Facebook and to know how users’ solving problems through library and their perspective and acceptance of library with Facebook. Then conclude some new ideas of academic library with social networking sites. Until November 2010, there are 33 academic library Facebook and 6 public library Facebook in Taiwan. The research used content analysis to analyse the functions each fan page provides and the reactions between libraries and users. Furthermore, researcher designed a questionnaire to understand readers’ experience of asking questions by reference service and their views of Facebook of National Taiwna Normal University Library. The questionnaire was sending by internet, and 348 were returned. The results of this study revealed that some libraries establish functions on Facebook but did not make the best use and management. Most messages posted by readers are chatting and advertising messages. The reactions of public library Facebook is more active than academic library. On the part of user survey, readers believe that they can solve problems by searching information via the internet and choose not to turn to the library. Although staff users seldom seek for help from the library, most readers have postitive attitude towards library with Facebook. If library provides new services, readers are willing to try, but Facebook is not very suitable as a environment to discuss academic research issues. This study suggests that the information content provided by library on Facebook should be richer, the interaction with readers should be more positive, and try to provide new functions and new ideas.