檔案是政府知識及人類文化紀錄的寶庫，不論對國家社會，乃至個人都有極為重要之意義。檔案應用服務扮演著重要的角色，必須提供便捷的檢索工具與服務，讓使用者容易查詢，進而得以調閱應用檔案，方能充分發揮檔案存在之價值與功能。 參考服務是讀者服務中最重要的一環，是檔案館對外服務工作的門面，對檔案館的聲譽有舉足輕重的影響力。參考服務品質的良窳會影響到檔案典藏單位的形象，使用者對參考服務的滿意度，往往等於是對整個檔案館的滿意度。檔案參考服務的方式，隨著科技與網路的興盛，以及重視個人服務的潮流，除了繼續提供傳統的參考服務方式外，數位方式的線上參考服務主要目的在於能藉助網際網路與通訊的技術達到不限空間、不限時間的理想，提供使用者在遠端進行查詢與檢索。 本研究使用「文獻分析法」、「深度訪談法」及網站內容分析進行檔案參考服務的實施歷程與現況、館員應有之態度與因應、規劃建立之個人資訊化服務及檔案使用者期盼之線上參考服務之趨勢等，以質性研究之方式深入探討並作歸納比較。 本研究以國內四所檔案典藏單位－檔案管理局、國史館、國史館臺灣文獻館、中央研究院近代史研究所檔案館為研究個案，訪談對象為各檔案應用單位之主管或實際負責參考服務之館員及具有多年使用檔案經驗之使用者，分別就檔案參考服務及線上參考服務之現況、觀感及願景等題出建議與看法，以期提供檔案典藏單位參酌實施。 歸納研究結果重點如下： 一、檔案參考服務工作亟待強化，參考服務內容應多元而豐富。 二、參考服務政策與實施程序亟待制定，建立標準化作業規範，俾參考館員與使用者有所依循。 三、逐漸走向線上參考服務的趨勢，強調資料的即時取得性與正確性，並掌握使用者之資訊需求和資訊使用行為。 四、加強訓練館員評估需求和利用網路資訊的能力，注重館員的服務態度與參考問題回答能力等基本素養和核心能力。 五、提升服務品質，落實為讀者服務理念，加強推廣服務的廣度與深度。 六、檔案數位化對參考服務的衝擊。 根據研究結果，本研究提出八項建議如下： 一、整合全國檔案資源與館際合作，應利用數位資源與資訊技術，來統籌全國檔案資源的管理與運用。 二、從使用者觀點建構服務觀，參考服務人員必須理解每位使用者特殊需求的訊息。 三、制定檔案參考服務的作業程序與相關規定，因應檔案館的規模、組織、館藏資料、設館目的與服務對象不同而異。 四、培訓檔案參考服務人員，隨著外在環境的變遷、網路科技的進步，館方要規劃完整的在職教育和參考人員的再學習機制。 五、重視參考服務並規劃多元而豐富的服務事項，儘可能地滿足研究者的研究需求，以建立知識為導向的檔案應用環境。 六、建立遠距即時數位參考諮詢服務，協助讀者搜尋資訊。 七、提供使用者意見回饋管道，儘可能滿足使用者的研究需求。 八、加強推廣與行銷，培養對檔案的認識與素養，促進各界廣泛應用檔案。 關鍵字：檔案參考服務、線上參考服務、檔案應用、數位檔案應用 / Archive is a treasury of government knowledge and humankind culture record. It has a significant meaning for every level from individual to entire nation and society. Archive application plays an essential role, and it is required to provide the convenient tool for searching, therefore enables users to search easily, so that the archive’s value of existing and function can be manifested. Reference service is the most important part in reader service. It represents the image of external service, and has a significant influence on Archives’ reputation as well. The quality of reference service influences the image of Archival Repositories. The reference service satisfaction of a user is oftentimes equivalent to his satisfaction toward the entire Archives. Accompanied with the prosperity of the network technology and the emphasis of personalized service trend, archive reference service not only continues to provide traditional reference service but also has formed up in digital online reference service, with the ideal purpose of reaching without time and space limitations, providing users to inquire and access in a far distance. The research adopts “Documentary analysis”, “In-depth interview”, and Website content analysis methods to analyze the practice of the reference service in the past and present, the attitude and respond of archive personnel to the reference service, the scheme of establishing personalized information service, and the trend of archive users looking forward to the online reference service. The research is based on the qualitative methodology. The four cases studied in this research paper are National Archives Administration, Academia Historica, Taiwan Historica and the Archives of Institute of Modern History of Academia Sinica Interviewees are the super visors, archivists who are in charge of reference service and users who use archival materials frequently. They expressed suggestions on textual reference service and online reference service, their viewpoints,and their visions in the hope of sharing with the archival institutions. The research has six findings concluded as follow： 1. Archive reference service needs to be improved urgently, and its content should aim to be multi-dimensional and abundant. 2. Reference services policy, practical procedure, and standardized practice protocol need to be formed up urgently for the staff and users to follow. 3. It has a gradual tendency toward the online reference service, emphasizing on its imminence and accuracy, and having a good sense of user’s informational need and behavior. 4. To enhance the staff training on their abilities of need assessment and network information exploitation, and to focus on their fundamental accomplishment and core ability, such as service attitude and answering ability to reference questions. 5. To upgrade the service quality, putting the ideal of serving readers into practice, and to intensify the wideness and depth of the service. 6.Impact of archive digitalization to reference service. According to the research result, six suggestions can be made as follow: 1. The digital resources and information technology should be exploited for the archives integration of the whole nation and the cooperation between Archives. 2. To establish the service concept from the viewpoints of user. More specifically, reference service personnel needs to understand the personal need of every user. 3. To customize archive reference service working process and the relevant regulations, based on Archives scale, organization, Archival data, Archives establishing purpose, and service object accordingly. 4. Due to the external changing environment and network technology improvement, Archives party should plan the complete on-the-job education and learning system for archive reference service staff. 5. To pay attention to reference service and plan multi-dimensional and abundant service items, satisfying researcher’s need by all means, in order to establish knowledge-oriented archival service environment. 6. Sitting up distant and update digital reference service to assist users in searching information. 7. Providing a channel for users to comment to meet users' research need. 8. To enhance its promotion and marketing, and develop the knowledge and accomplishment of archive, in order to encourage all parties to exploit archives widely. Keywords：Archives reference services, Online reference services, Archive Application, Digital Archive Application.

檔案管理之終極目標，是在於將經過專業化管理之檔案提供於使用者應用，以能充分發揮檔案所具有之歷史、真實憑證和資訊價值。在資訊化社會時代，檔案公開、政府資訊開放與個人隱私權的保護已成為現今民主社會的重要共識，然而個人隱私權和檔案公開政策的衝突卻一直是我國檔案開放應用實務的主要問題，而不利於促進國內檔案管理事業及檔案應用服務的推廣。 本研究藉由分析國內外主要檔案典藏機構之檔案開放應用規範，以及透過深度訪談法蒐集檔案管理人員及檔案使用者對於個人隱私保護相關法令、檔案開放應用法令與檔案應用服務之實務或使用經驗，探究我國個人隱私保護法令和政策對於檔案開放應用實務所造成的影響及問題。結果發現，目前個人隱私保護法令使國內檔案實務界對檔案開放應用的標準產生分歧、且對於涉及隱私資訊檔案的開放作法亦相對保守，加上具重要價值之機關檔案並未落實移轉、而仍分散於各機關之中，將使個人隱私保護標準更難以統一，究其根本原因後也呈現出《檔案法》之規定因過於廣泛有待修正的問題。 本研究建議，國內檔案實務需針對個人隱私保護標準建立共識、並以「通則開放」概念提供檔案之開放應用，而未來國內檔案實務界也須逐步改善機關檔案未落實移轉的問題和《檔案法》的修訂，以能符合使用者需求並充分公開具有珍貴價值之檔案資源。 / The goal of the archival management is providing the archival public access for users and to bring full play of archives’ values. Protecting rights of the archival public access, freedom of government information and information privacy are important principles in information society. However, policies of information privacy are severely impeded applications of archival public access in Taiwan, and may turn against the archival management. For this reason, this study analyzes contents of policies of archival public access from main archival institutions all over the world and collects archivists and users experience to find out the influnences of impact between information policies and aechival public access. The search result shows that there are no unified standards for providing private information from main archival institutions in Taiwan. Also, the over conservativeness of archival repositories to provide archives and the non-complete transfers of national archives become main problems. On the other hand, undefinite rules of the〝Archival Management Act〞in Taiwan are the prime reason that caused the problems. According the study, it suggests that the main archival repositories should to be more open and need define standards for providing the archival public access, and the National Archives Administration should promote the effect about transfering the national archivaes. Moreover, the〝Archival Management Act〞also needs to be revised so that policices of archival public access will be more effecient to fit the users’ needs.