This study focused on measuring the importance and contribution of information obtained from the library, particularly electronic information services (EIS), to success in solving clinical problems in hospitals. Three research questions with three main hypotheses were advanced and tested on clinicians in 44 hospitals in Hong Kong. The findings were tested against the framework from Wilson's (1996) existing general information behaviour model, from which a new extended model for clinicians was built. Measures of EIS were then derived from the new model. The research was broadly divided into a series of five studies in two stages: nominal group, quantitative survey, and interviews in the first stage, and randomized controlled study as well as the analyses of statistical data and computer transaction logs in the second stage. The key results in Stage I led to the studies in Stage 11. The randomized controlled study in Stage 11 attempted to reduce the barriers identified in the information environment, with a view to test the results of an educational intervention, and to confirm that the hypotheses were true given reduced barriers and the presence of enabling conditions. The effects of the interventions in this experimental study were validated and verified by statistical data and transaction logs. Corroborative evidence from the two-stage studies showed that the three main inter-connected hypotheses were supported: success in problem-solving is related to the information sources used; user satisfaction is related to success in problem-solving; and EIS use is an indicator of user satisfaction. EIS use is determined by a number of factors: the preference for EIS, the use of the library, the skills and knowledge in searching, the profession of the user and the characteristics of the work environment. Educational intervention was found to improve success in problem-solving, the attitudes, skills and knowledge in searching, the satisfaction with and use of EIS, and is an important enabling condition. The research rejected part of the first hypothesis posed that success in problem-solving is related to clinical question posed and suggests that further research is needed in this area. The study supported the extension of the general model to clinical information needs and behaviours and found new relationships. The study found an additional determinant of EIS satisfaction, the satisfaction with the information obtained. EIS satisfaction would not be changed by educational intervention alone if the information obtained was not satisfactory. On the other hand, education can improve EIS satisfaction regardless of whether the problem has been solved. Of critical importance is the time factor in determining the use (or non-use) of EIS. There is new evidence that the awareness of the user of an answer in literature is a determining factor for active searching. Borrowing the concept of opportunity cost from economic theory, the researcher relates it with the differing levels of self-efficacy and postulates a model for planning EIS and related library services. From the new extended model of information behaviour, sixteen main measures or indicators were tested on a proposed framework in developing performance measures to diagnose information behaviours and predict EIS use, satisfaction and success in problem-solving. In measuring EIS, the researcher suggested the holistic approach in assessing traditional (non-electronic) library and information services as part of information behaviours of clinicians. The study pointed to the imbalance between self-efficacy and the actual skills and knowledge of users in their searching mentality and activities and the implication for library practice. Qualitative aspects that require further research on measurement were suggested. The study has important ramifications for theory and practice for the information professional. The new extended model of information behaviour for clinicians establishes deterministic relationships that help explain why an information search is pursued actively, continuously, or not at all. Measures that have been derived from these relationships can help diagnose and predict information behaviours. The study highlights the flexibility and utility of the general model of information behaviour. Also, this is the first time that such a methodological approach has been adopted to derive EIS measures. The application of the randomized controlled study methodology in information science was proven to be feasible and yielded definitive results. The researcher proposes that further development of information behaviour model should incorporate the element of knowledge generation process in an organization.

由於數位時代來臨，網路科技興盛，人類生活中許多事物漸漸被數位化、電子化的產品所包圍或取代，資訊和服務更透過網路的便利性快速傳達。而圖書館館藏類型也隨著這股潮流與需求的影響產生了相當大的轉變。其中大量的電子資訊資源進入圖書館，不但改變了館藏的類型、服務的形式、館員專業技能的培訓、圖書館軟硬體設備等，也改變了圖書館在採購經費上的分配。網路行銷是目前國內外電子商務大量應用的新行銷模式，而圖書館也逐漸注意應用網路進行館藏資訊與服務的行銷。 本研究主要目的在探討國內網路行銷在大學圖書館電子資訊服務之應用，瞭解大學圖書館應用網路進行圖書館電子資訊服務的行銷現況，以及從研究結果中擬定出適用於圖書館電子資訊服務網路行銷之模式。 本研究採用文獻分析法與深度訪談法，參考蒐集之國內外文獻，進行圖書館與網路行銷理論的歸納整理，撰寫出圖書館網路行銷理論，並以此一理論架構作為設計訪談問題綱要之基礎。 本研究發現，大學圖書館電子資訊資源與電子資訊服務的類型豐富且多元。目前圖書館應用了許多網路行銷之工具進行電子資訊服務的行銷推廣，例如：網站、e-mail、BBS、電子報、線上學習等，但多未實際進行圖書館網路行銷規劃，也未針對館員進行網路行銷與相關技能的培訓或與校內系所進行合作計畫。 根據研究結果，歸納出圖書館網路行銷規劃架構應包含六項步驟：(1)情境分析；(2)數位任務與目標；(3)網路行銷組合；(4)行銷預算；(5)執行與評估；(6)顧客關係管理。其中網路行銷組合採用Eileen Elliott de Saez所提之5ePs做探討，分別是電子化產品、電子化通路、電子化推廣、電子化價格、以及電子化的公共關係。 最後本研究提出六項建議：(1)圖書館應積極從事網路行銷；(2)圖書館應對不同電子資訊服務進行網路行銷的區分；(3)圖書館網路行銷應區分社群並多加經營；(4)加強館員網路行銷教育與訓練；(5)應積極建立電子資訊資源使用量統計標準；(6)應進行圖書館網路行銷使用者研究評估。