台湾学术图书馆自动化的未来趋势

近年来, 台湾的大学图书馆在自动化建设方面, 随着电脑科技的发展和网络应用的推广, 面临新的冲击传统的“ 中央主机式” 结构为“ 主从式” 结构所代替, 但仍有许多问题尚待深人探讨, 诸如著作权、调整传统业务以适应自动化系统的要求、字符集的标准化等等。著者对上述问题进行了分析, 并提出了评鉴自动化系统的若干注意事项。     

Factors affecting customer relationship management practices in Thai academic libraries

This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library.     

Factors affecting customer relationship management practices in Thai academic libraries

This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library.     

中日美高校图书馆残疾人读者服务比较研究

文章在概述中日美高校图书馆在残疾读者服务方面现状的基础上,对三个国家高校图书馆的政策环境建设、设施设备建设、服务制度建设、服务资源建设进行了对比研究,认为我国高校图书馆与日美高校图书馆相比,残疾人读者服务存在着较大的差距或不足,在具体的实践工作中,除制定更加详尽的政策外,高校图书馆还需转变服务理念,在馆舍设施、辅助设备、馆员素质、服务资源等方面加强建设。     

高校图书馆读者服务创新研究

分析了高校图书馆读者服务工作面临的挑战,提出扩大服务对象范围,开展远程教育与公众服务,营造舒适、方便、快捷的服务环境,拓展信息资源渠道,提供基于资源集成与无缝存取的一站式服务等一系列创新图书馆读者服务工作的举措。     

全面提升高校图书馆信息服务水平的创新体系

结合我国高等教育发展形势和图书馆发展态势,提出并分析了在数字化时代,为全面提升高校图书馆的信息服务水平,高校图书馆在创新体系中的几点应变措施。     

“十四五”图书馆基础服务的创新发展研究

[目的/意义]目前图书馆行业的管理与服务创新均以数字化、智慧化为主,但在这些业务快速发展的同时,切不可忽略图书馆基础服务的发展。[方法/过程]在广泛调研的基础上,结合信息技术的发展趋势对当前公共图书馆、学术图书馆基础服务的梳理,认为当前图书馆基础服务存在数字资源下载的方式不统一、纸电分别服务、基础服务缺乏必要的绩效评价机制、智能设备相对“弱智能”等问题。[结果/结论]提出“十四五”期间图书馆基础服务创新发展建议,为各图书馆“十四五”规划的制订提供思路,促进未来五年图书馆事业的进步。     

网络环境中高校图书馆建设的人文发展之路

网络技术的发展改变了图书馆的传统服务,对技术优势的崇拜不能以消解图书馆的人文发展为代价。倡导技术与人文关怀的融合、促进“人本”管理、开展个性化服务以及建立科学的人文关怀评价机制与强化图书馆的文化话语权是高校图书馆建设的人文发展必由之路。参考文献8。     

ILLiad,Document Delivery,and the Distance Student: How Document Delivery Can Enhance Support for Distance Library Users

ABSTRACT

Academic libraries serve great numbers of distance learners and must address the unique challenges faced by these students. Technology can bridge the gap in terms of access and use of library resources. Academic librarians working with distance students must examine their student population, determine the needs of their users, and be prepared to adapt technology available to meet those needs. Many academic libraries have adapted Online Computer Library Center (OCLC) ILLiad to allow better support of distance learners. Library models that have used OCLC ILLiad or similar software for distance services are discussed and can be used as a model for change in library distance services programs.     

Planning and designing hospital health science libraries

The people who plan and design hospital libraries must be aware of the environment in which the library functions. The hospital health science library operates under a different set of values and priorities from an academic library. Three methodologic studies are reported to determine hospital health science functions with comments on the significance of the data for designing: (i) the extent and possible use of books and journal collections makes it evident a hospital must act as an access point to the scholarly record; (ii) a survey of 41 hospitals shows a wide variety and combination of 33 user services; obviously what services are to be given should be decided before design; (iii) observing how different areas are used by a library's clientele shows that groups use the library differently and within certain time patterns; the arrangement of the functional areas can be better designed if quantitative data on the use of space are available.     

应用CVM法测评高校图书馆服务价值的适用性初探

以图书馆读者利用与需求调查问卷为载体,应用条件价值评估法(CVM),在调查高校图书馆目标用户群对当前图书馆资源服务认知与评价的基础上,实证检测受调查者对图书馆服务价值的评判和赋值行为,以此确认高校图书馆用户对基于CVM调查的接受与响应倾向。     

Making It Their Own: Creating Meaningful Opportunities for Student Employees in Academic Library Services

Library patrons have many requests for library services and resources. With limited budgets and library staff who are already stretched thin, how can academic libraries ever hope to understand and meet the growing variety of patron needs and desires? This article will outline a successful strategy of utilizing students to pitch, pilot, and implement academic library services as well as gather feedback from fellow students about their expectations for the academic library.     

高校图书馆面向校友服务探讨

校友是高校图书馆在社会服务中面向的一个特殊群体,该文对国内外高校图书馆面向校友服务的内容进行分析和比较,提出相关建议,以期为高校图书馆面向校友服务提供参考。     

美国高校图书馆公众科学服务实践及启示

[目的/意义]对美国高校图书馆公众科学服务现状进行梳理总结，以期为我国高校图书馆开展公众科学服务提供借鉴。[方法/过程]选取美国已开展公众科学服务的9所高校图书馆作为调研对象，从图书馆网站"公众科学"栏目的设置情况、公众科学项目推荐、资源推荐以及公众科学实践活动的开展等方面进行分析和总结，在此基础上对我国高校图书馆开展公众科学服务提出建议。[结果/结论]指出我国高校图书馆应加强公众科学教育，引导馆员和公众积极参与公众科学实践；在图书馆网站上建立功能完善的"公众科学"栏目；开展形式多样的公众科学活动；充分利用创客空间推动公众科学服务的发展；设置公众科学服务岗位；发挥图书馆学会和联盟的力量，鼓励和指导高校图书馆开展公众科学服务。     

基于社会网络的图书馆学术研究平台构建

当前的学术研究环境需要图书馆为科研机构提供一个新型信息服务平台以满足科研人员的需求。针对传统图书馆服务的局限,文章构建了基于社会网络架构的学术研究平台,整合科研人员、研究工具与图书馆资源及网络信息资源于一体,为科研人员个人、群体和学科领域提供不同层次的应用,延伸图书馆的服务空间和内容,以期提高图书馆信息服务能力。     

(1) U.S.A.

The authors of this study assess the attitudes and perceptions of academic librarians at three university libraries in China regarding library services for international students and scholars. The study directs particular focus on librarians at Shaanxi Normal University in Xi’an, Fudan University in Shanghai, and Wuhan University of Technology, China, and follows logically upon a study conducted in 2008 that explored the perceptions of international students at two Chinese universities regarding the effectiveness of library services and collections for their research needs. In particular, this study documents information about Chinese academic librarian perceptions regarding services for international students and attitudes toward future outcomes. The ultimate goal of the study is to lay a foundation for developing strategies for improving library services and resources for international students and scholars in Chinese academic libraries in particular, which in turn can serve to improve services for international students world-wide. The results support the assumption that academic librarians in China are strongly interested in improving services for international students and scholars while continuing to face challenges and trying to find ways to fulfill the information needs of international students and scholars.     

3G在高校图书馆拓展服务中的应用

我国3G牌照的正式颁发,为3G技术在高校图书馆服务中的应用提供了保障。文章简要介绍了3G概念及标准、3G在高校图书馆拓展服务中应用的可行性,详细阐述了3G在高校图书馆拓展服务中的具体应用、存在的问题以及高校图书馆充分利用3G技术开展服务的重要意义。参考文献7。     

追求超越:研究图书馆的新挑战

[目的/意义]近年来，随着图情业务发展的不断融合和延伸，图书馆这一职业的边界也变得更加模糊，不仅与其他职业交往加深，而且逐步渗透到如信息咨询、数据分析、出版传播等其他职业领域。探讨研究图书馆面临的新挑战具有重要意义。[方法/过程]从图书馆与上述三个职业之间的关系出发，从研究图书馆的角度，探讨图书馆的业务如何从参考服务到研究咨询服务、从基于书刊到数据驱动、从收藏到出版的进一步延伸，研究转型给图书馆发展带来的新挑战与新机遇。[结果/结论]研究图书馆要在转型中扮演领头作用，致力于探索和发展研究咨询服务、数据驱动服务和学术交流传播服务。     

信息共享空间在美国大学图书馆的发展与启示

介绍了信息共享空间(Information Commons,IC)的概念、模型、特点与发展,分析了美国大学图书馆IC实施状况,论述了IC对我国大学图书馆服务创新的五点启示:IC已成为大学图书馆发展的新潮流;馆舍建设应融合IC理念;建立结构合理的信息资源体系非常重要;人员素质和结构是提高服务水平的关键;评价与跟踪是提高服务质量的保证。     

Stacks,Serials, Search Engines,and Students' Success: First-Year Undergraduate Students' Library Use,Academic Achievement,and Retention

Like other units within colleges and universities, academic libraries are subject to increasing internal and external pressures to demonstrate their contributions to institutional goals related to students' success. The purpose of this study was to investigate the relationships between first-year undergraduate students' use of the academic library, academic achievement, and retention. Results of ordinary least squares regressions predicting first-year students' cumulative grade point averages (GPA) and logistic regressions predicting students' first-year to second-year retention suggest that students who used academic library services and resources at least once during the academic year had higher GPA and retention on average than their peers who did not use library services. The results of two separate regressions predicting students' GPA by 10 different types of library use suggest that four library use areas were consistently and positively associated with students' GPA: database logins, book loans, electronic journal logins, and library workstation logins. The results of two separate logistic regression analyses suggest that logging into databases and using library workstations were actions consistently and positively associated with students' retention. Additional results predicted by students' use of services at least one time and by one-unit increases in the frequency of library area uses are discussed.