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題名：圖書館參考服務評鑑應用調查者不介入法之探討
書刊名：大學圖書館
作者：邱雅暖
作者(外文)：Chiou, Ya-nuan
出版日期：1999
卷期：3:4
頁次：頁42-70
主題關鍵詞：調查者不介入法；參考服務評鑑；服務品質評估；Unobtrusive；Reference service evaluation；Service quality evaluation
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:0
  • 點閱點閱:105
　　　　　為使能在有限資源下發揮最大效能，參考服務品質評估之研究隨著參考服務範圍與內容之日趨廣泛、圖書館資源有限之壓力日增而日益受到重視。過去參考服務品質評估所使用的方式相當多樣，除重視「量」而非「質」之評估指標外，亦多從館方角度而非使用者角度進行評估。然為真正改善參考服務品質，唯有從讀者角度對服務進行確實的評估，始能有效掌握讀者需求。有鑑於參考服務中最重要的即為「問題解答」，而近30年來經常為研究者所使用的「調查者不介入評鑑法」即主要以參考服務中解答問題之正確性及館員之行為為評估重點，並且是從讀者角度進行的評鑑方式，其開啟了參考服務應用不同品質評鑑方式之先。因此本文冀期探討該法之特質及其於圖書資訊學領域之應用，以對未來參考服務之評鑑帶來實際助益。
　　　　　The evaluation of the quality of reference service gains its importance in three aspects, namely, the range of reference service, the complexity of contents with the change of environment, and the pressure of library resources reduction. In the past, the evaluation methods of reference service mainly focused on the library itself rather than its users. A valid evaluation of the quality of library service should take the readers' requirements and efficiency of the library service into consideration. The unobtrusive reference evaluation, designed from a user's perspective, has been widely used by researchers. It assesses not only the accuracy of library staff's response to readers' questions but also measures the staff's behavior. This article first discusses the features of unobtrusive evaluation and its related literatures and then analyzes its application in the field of library and information science. Thus the information gained from the results of the unobtrusive evaluation can be incorporated into the process of library planning and hence improves the quality of library service.
期刊論文
1.黃綠琬(19940100)。無感式參考服務評鑑--談55 Percent Rule。書苑，19，49-68。  延伸查詢new window
2.Hernon, Peter、McClure, Charles R.(1987)。Quality of Data Issues in Unobtrusive Testing of Library Reference Service: Recommendations and Strategies。Library and Information Science Research，9(2)，77-93。  new window
3.Crowley, Terence(1985)。Half-Right Reference: Is It True?。Reference and User Services Quarterly，25(1)，59-68。  new window
4.Seay, Thomas、Seaman, Sheila、Cohen, David(1996)。Measuring and Improving the Quality of Public Services: A Hybrid Approach。Library Trends，44，464-472。  new window
5.Gers, Ralphh、Seward, Lillie J.(1985)。Improving Reference Performance: Results of a Statewide Study。Library Journal，110(18)，32-35。  new window
6.Rostein, Samuel(1964)。The Measurement and Evaluation of Reference Service。Library Trends，12，458。  new window
7.McClure, Charles R.(1984)。Measurement and Evaluation。The ALA Yearbook of Library and Information Services，9，195。  new window
8.McClure, Charles R.、Hernon, Peter(1987)。Unobtrusive Testing and the Role of Library Management。The Reference Librarian，18，75。  new window
9.McClure, Charles R.(1984)。Output Measure, Unobtrusive Testing, and Assessing Quality of Reference Services。The Reference Librarian，15，216-217。  new window
10.Crews, Kenneth D.(1988)。The Accuracy of Reference Service: Variables for Research and Implementation。Library and Information Science Review，10，337。  new window
11.Whitlatch, Jo Bell(1992)。Reference Services: Research Methodologies for Assessment and Accountability。The Reference Librarian，38，9-19。  new window
12.Bunge, Charles A.(1994)。Evaluating Reference Services and Reference Personnel: Questions and Answers from the Literature。The Reference Librarian，43，198-201。  new window
13.Mossard, G. R.(1991)。A TQM Technical Skills Framework。Journal of Management Science Policy Analysis，8，223-246。  new window
14.Herman, Douglas(1994)。But Does It Work? Evaluating the Brandeis Reference Model。Reference Services Review，22，17-28。  new window
15.Lancaster, F. W.(1992)。就參考服務論「解答問題」之評鑑。國立中央圖書館館刊，25(1)，59-72。  延伸查詢new window
16.Childers, Thomas(1972)。Managing the Quality of Reference/Information Service。The Library Quarterly，42，213。  new window
17.Eley, Cheryl、Nourie, Alan、Lancaster, F. W.、Joseph, Kurt M.(1991)。Evaluating Reference Service in a Large Academic Library。College and Research Libraries，455。  new window
18.Hernnon, Peter、McClure, Charles R.(1986)。Unobtrusive Reference Testing: the 55 Percent Rule。Library Journal，111，37-41。  new window
19.Bailey, Bill(1987)。The 55 Percent Rule Revisited。Journal of Academic Librarianship，13，280-281。  new window
20.Childers, Thomas(1987)。The Quality of Reference: Still Moot after 20 Years。Journal of Academic Librarianship，13，73-74。  new window
21.Murfin, Marjorie E.(1995)。Evaluation of Reference Service by User Report of Success。The Reference Librarian，49/50，235。  new window
22.Dyson, Lille Seward(1992)。Improving Reference Services: a Maryland Training Program Brings Positive Results。Public Libraries，284-289。  new window
圖書
1.Lancaster, F. W.(1977)。The Measurement and Evaluation of Library Services。The Measurement and Evaluation of Library Services。Ill。  new window
2.胡述兆(1995)。圖書館學與資訊科學大辭典。圖書館學與資訊科學大辭典。臺北。  延伸查詢new window
3.沈寶環(1985)。西文參考資料。臺北：臺灣學生書局。  延伸查詢new window
4.Ranganathan, Shiyali Ramamrita(1931)。The five laws of library science。London：Edward Goldstone & Son。  new window
5.Lancaster, F. W.、Cleverdon, C. W.(1977)。Evaluation and Scientific Management of Libraries and Information Centres。Evaluation and Scientific Management of Libraries and Information Centres。Leyden。  new window
6.Katz, William A.(1992)。Evaluation of Reference Services and Librarians。Introduction to Reference Work。New York。  new window
7.Hults, Patricia(1992)。Reference Evaluation: an Overview。Assessment and Accountability in Reference Work。New York。  new window
8.Crowley, Terence、Childers, Thomas(1971)。Information Service in Public Libraries: Two Studies。Information Service in Public Libraries: Two Studies。Mctuchen, New Jersey。  new window
9.Hernon, Peter、McClure, Charles R.(1987)。Unobtrusive Testing and Library Reference Services。Unobtrusive Testing and Library Reference Services。New Jersey。  new window
10.Lancaster, F. W.(1988)。If You Want to Evaluate Your Library...。If You Want to Evaluate Your Library...。Champaign, Illinois。  new window
圖書論文
1.Allen, Bryce(1989)。Evaluation of Reference Services。Reference and Information Services: An Introduction。Colo.：Libraries Unlimited。  new window
 
 
 
 
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