任何開放性的公共服務組織，都必須承擔由環境或其他因素帶來的風險。隨著社會環境日趨複雜，不確定因素提昇，增加了危機發生的機會，對組織或個人的緊急應變及管理能力造成嚴峻考驗。公共圖書館作為開放性的全民社區資訊中心，除了肩負起文化傳承、推廣教育的任務外，確保所有讀者能在安全、舒適的環境下安心地使用各項圖書資源與服務，亦是所有圖書館的責任。如何在緊急或突發的危機狀況下及時作出適當的控制及處理，並迅速進行善後及復原措施，皆顯示出危機管理的重要性。
本研究旨在瞭解國內公共圖書館發生人為誘發型危機的經驗及危機管理相關發展概況，以期結合實務需求與文獻理論，提出適用於公共圖書館危機管理的參考模式，作為未來相關單位修訂或規劃危機管理工作，以及圖書資訊相關專業學會與系所規劃相關教育訓練及課程之參考指引。
本研究首先透過問卷調查法，探討目前國內公共圖書館的危機管理實施概況、曾發生的人為誘發型危機及管理階層的危機管理經驗與態度。接著針對管理階層進行深度訪談，以進一步瞭解國內公共圖書館危機管理相關工作的執行概況，並探討相關人員對危機管理的看法及建議。最後結合文獻與上述研究發現進行分析與歸納，提出適用於公共圖書館的危機管理模式。
根據本研究發現，提出的結論如下：一、讀者與館員素質的良莠不齊，雙方在危機意識上的不足，加上公共圖書館本身的服務性質、軟硬體設施、管理政策上的限制，都是構成國內公共圖書館人為誘發型危機之相關因素；二、國內公共圖書館管理階層的危機意識及處理態度仍有待加強及改變；三、國內公共圖書館己規劃並實施危機管理的公共圖書館仍屬少數，相關教育訓練、違規處理措施之規劃與執行上，未能發揮應有功能；四、國內公共圖書館較著重危機處理，在危機偵測及預防工作上略顯不足。故在安全及違規管理政策不清的情況下，未能發揮危機管理應有的效能；五、國內公共圖書館在進行危機管理工作時所面臨的困難與障礙，主要為：（1）缺乏足夠經費與人力（2）缺乏足夠的危機管理教育訓練及危機處理經驗（3）公共圖書館人員流動率高，危機處理經驗傳承與培訓不易（4）民眾公權利的意識上昇，申訴浮濫構成的壓力 （5）公共圖書館屬社教單位，基於教育觀點與服務立場的不同，往往容易造成執法上的衝突。
最後，根據前述之研究結果提出下列建議：一、政府相關單位及圖書館主管機關應為公共圖書館提供適當支援、輔導與補助，儘速將安全管理納入圖書館法及營運標準，並協助建置相關合作交流機制；二、公共圖書館應就現行的危機管理政策進行適當檢討及調整，並定期切實執行危機管理教育訓練，提高人員的危機意識；三、國內圖書資訊學系所及專業學會，應儘速規劃危機管理相關課程，以強化圖書資訊人員的危機意識及素養。 / Public libraries are the public access institutions, which always face lots of different risks that arose from the social environment. As the uncertain factors have been rising, which made the society became more complicated, and increased the probability of crises, it also caused the ordeals and challenges for organizations and individuals. Public libraries are the community information centers for the whole people, undertaking the mission of preserving culture and promoting education, which also have the responsibilities to ensure and provide a safe environment for the readers. Therefore, how to deal with the crisis and emergency situations, revealed the importance of the crisis management for each library.
The purpose of this thesis was to investigate the general situation of the human-induced crisis which occurred on the public libraries in Taiwan, and also expected to combine the theory and practical needs. The result of this study would provide a reference model of crisis management for the public libraries. In addition, it could also give suggestions for on-the-job training and curriculum development to the Library Association and the schools of Library and Information Science.
This thesis applied a questionnaire investigation associated with the in-depth interview approach. The interviewers included library directors and decision supervisors of the public libraries. This study further expected to gather the attitude, experience, crisis management plan, related strategies, and the comments from the administers in the public libraries.
The findings of this thesis are as follows: (1) both the characteristics of the readers and librarians were different, and both of their consciousnesses of crisis were not enough. Furthermore, the nature of the public libraries service, the inappropriate facilities, and management strategies also became the related factors of the human-induced crisis of the public libraries. (2) The administrators of public libraries in Taiwan need to be conscious about crisis. (3) Only a minority of the public libraries in Taiwan had drawn up the crisis management plan, and the implementation of the training courses and costumer charters also couldn’t fully accomplish the purposes desired. (4) The public libraries in Taiwan paid much attention on the crisis handling, but usually neglected both the detection and prevention works of the crisis, which also lowered the whole efficiency of the crisis management plan. (5) The main difficulties and obstacles confronted with the public libraries were: (i) Lack of sufficient funds and human resources. (ii) Lack of sufficient crisis management training courses and related experience. (iii) For a long time, the position of the librarian of public libraries in Taiwan was instable. The staffs turn over also made the crisis management training courses not easy to conduct, either of the impartation of related experiences. (iv) As the sense of the public rights had increased recently, the abusive complain also brought serious stress and anxiety to public libraries. (v) Public libraries were a part of social education institutions, based on their service and education standpoint, which always brought conflicts when they enforced the rules and laws.
The suggestions included: (1) The government and the chief administers of the public libraries should provide supports and funds to all public libraries, and must take the security issue into account of the library laws and operational standard as soon as possible. Thus, related units must help the public libraries to share experience and form cooperative partnership. (2) The public libraries should review their current crisis management strategies, and make an appropriate revision and augment. Moreover, the public libraries also need to put the trainings into effect, and must enhance the consciousness of crisis for each staff. (3) Both of the association of library and schools of library and information science should try to put the crisis management issues into the library management curriculum to fulfill the practical need of the public libraries, and reinforcing the crisis management knowledge and capacity for the librarians.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0921550071 |
| Creators | 劉家寶, Lau, Ka-po |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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