公部門是人民讓出部分權利成立的，政府要為國民謀福。就文化傳承、知識傳播而言，行政體系層級設有各級公共圖書館，提供場地鼓勵民眾閱讀、建立終身學習習慣，以提升國家競爭力。
易經有云「變，是唯一不變的」。文化成長是有週期性的，組織要隨時注意變革以應生存。組織變革以Leavitt觀點分為三類：結構變革、人員變革、技術變革，三者是相互影響的；但撮其要仍在於人，員工能不能留在組織內奮鬥，工作滿足是很根本的。此為本研究動機發軔。
台灣省各縣市之公共圖書館自民國七０年代因文化中心興建，除台南市立圖書館外，皆被併入成為圖書組。（1）行政體系位階（結構變革）連降二級，與中心各組爭取經費行政資源。（2）八０年代，進入文化局時代，面對技術變革：包含電腦使用與教導、資訊網路發達電子資料庫的形成、外語能力逐日被要求加強的壓力等等。（3）人員變革方面，由以往管理者一改為服務者等，工作觀念不同又要組織文化被重塑；館員在組織變革中沒有受到應有重視與適度訓練。
經研究發現，變革的過程多會有陣痛期或混亂，組織在不同的改革階段會遭遇到不同的抗拒力和推力，變革成功與否，員工正是其中要素。經時間累積，公共圖館館員工作現況和工作滿足、將來需求，是研究項目，經研究發現：
一、館員面對結構變革之行政位階變化：館員認為非地方公務員可撼動，對之無顯著不滿足。但有館員期望成立市立圖書館，使公共圖書館業務、職責程度與行政位階能相當。
對薪資是不滿足的；職務列等也是無法工作滿足，但非實際對讀者服務之館員，對薪資是滿足的；此為其異。
若有高的職務列等之職缺，館員有八成會離職。公共圖書館對館員的激勵因素不足，可為警訊。
二、館員對技術變革很注重，進修機會是影響工作滿足。擬參加訓練進修項目有圖書館營運行銷、電腦能力、外語等，專業性和知識性都兼顧。館員自我學習認知強烈，希望參加輔導體系舉辦的研習。
隨時代轉型，壓力成為普遍文明病，館員提出心靈成長、壓力紓緩、情緒管理等課程，是有別以往訓練需求。
三、館員自我期許以更熱忱服務讀者，呼應人員變革之「顧客導向」的經營理念重視，。與社區、學校或文史工作室資源結合，形成資源再利用與資源共享。以績效爭取行政體系（上級）關注。各種作為受到回饋、讚賞，工作滿足就高。
本研究經調查結果發現以下問題，值得討論：
一、館員建立專業形象與權威性，需要輔導系統更加重視訓練。
二、館員應持續發聲，減少數位資訊的「馬太效應」。
三、與網路爭取讀者時代來臨，公共圖書館館員要走出去、走入社區培養志工，如何將服務（各資訊）推廣出去，需活潑行銷方式。
四、時代需求、承上起下壓力，新增任務與服務目標：
（一）徵集文獻、數位化壓力增加，資訊人力要栽培。
（二）對次級公共圖書館提出之輔導建議，無拘束力；輔導機制建立需要探討。
（三）採購法令壓力增加，如何建立「新知即時到館與行政程序同等重要」觀念，需得到行政部門的認同、協助。
五、「顧客導向服務」的壓力，館員應有「顧客應對」相關訓練課程、釋放壓力的能力。
六、館員專業和熱忱應並重，對社會要有敏銳度。
針對上述本研究發現和討論，對後續研究建議：
一、 研究對象可擴及所轄之分館、區圖書館館員為研究範圍，差異性將完整呈現。
二、 行政院推動社福機關行政法人化，對公共圖書館成立宗旨有無衝突、對館員心理衝擊、讀者權益增損、甚或對「弱勢優先」（Affirmation action）之影響等面向，建議後續研究可觀察研究。
三、 Ｅ化政府與地方公共圖書館連結：對於與民眾最接近和方便使用的地方--公共圖書館，其硬體設備和指導能力能否成為自動化無線網站的提供者；建議後續研究可觀察研究。 / Public departments are set up by part of the rights given up by the people, in order for the government to seek and create benefits for its citizens. When it comes to cultural heritage and propagation of knowledge, public libraries were established at all levels of administrative systems, so there are places available to the people to encourage reading, and form their habit of lifetime learning, thus to uplift the nation’s competitiveness.
A famous remark from The Book of Changes: “Change, is the only thing constant”. Cultural growth is cyclic, in order to survive, organization has to pay attention constantly to its reformation. According to Leavitt, organization reformation is classified into 3 types: organizational reformation, personnel reformation, and technical reformation, these 3 are interrelated, but the essential is whether personnel, employees are willing to stay to strive with the organization, job satisfaction is fundamental. This is the motive of this study.
Except Tainan Municipal Library, all the public libraries in different counties and cities of Taiwan Province were combined and became library section since the Cultural Center has established and built in the 80th. (1) Thus 2 levels were downgraded on their administrative systems, so they have to strive for budget and administrative resources with all sections of the Center. (2) 90th is the era for the Bureau of Culture, this was also the time that faced with technical reformation: including the pressure such in the using and teaching of computer, advanced information network took shape of electronic database, as the same time, to strengthen the comprehension of foreign languages. (3) In personnel reformation, the role that the librarians played has changed from a Manager to a Servant, the working concept is differed, at the same time, its organizational culture is being reshaped; Librarians did not receive the attention and appropriate trainings they deserved.
Studies show that, there would be throes or chaos during the processes of reformation, the organization shall experience different resistances and thrusts in different phases of reformation, whether the reformation would succeed or not, employees are its essential factor. As time goes by, the public librarians’ current working situation, their job satisfaction, future demand are the subjects of the study, and study shows:
I. Librarians facing the changes in the levels of administrative positions resulted form organizational reformation: librarians deemed this cannot be changed by the non-local public servants, therefore, no significant dissatisfaction is shown toward this matter. However, some public librarians that municipal libraries can be established, so that the operation, levels of job function and administrative positions of public libraries can be commensurate.
There is dissatisfaction with the wages; job satisfaction cannot be met in terms of the ranking of duties, but not those librarians that actual serve the readers, they are satisfied with their wages; this is its difference.
When there is job vacancy with higher ranking of duties available, most probably the librarians would leave their jobs. The encouraging factors of public libraries to their librarians are insufficient, this serves as a warning signal.
II. Librarians pay much attention to the technical reformation, as further studies influence job satisfaction. Operation and marketing of libraries, computer skills and foreign languages are the subjects planned for training and further studies, these subjects covered both professional and intellectual knowledge. Librarians with strong recognition of self-learning, they expected to participate in the researches and studies held by the counseling and guidance system.
As times keep on changing and transforming, “pressure” has become a common disease of civilization, librarians have proposed courses concerning spiritual growth, pressure relief, and emotional management, which are quite different from the training demands in the past.
III. Librarians expect themselves to serve readers with more enthusiasm, this calls on to pay more attention on the management concept of “customer-orientation” in the personnel reformation, to combine with the resources of the communities, schools or the studios for literatures and histories, so that these resources can be reused and shared. To win the attentions from the administrative system (the superior) with one’s job performance. There would be higher job satisfaction as one’s performance receives reward and appreciation.
The following issues have found from this study, which required further discussion:
I. Librarians shall build up their professional images and authoritativeness, counseling and guidance system has to pay more attention on the related trainings.
II. Librarians shall keep on expressing their opinions, so as to reduce the “Matthews Effect” in digital information.
III. It’s the time to solicit readers through internet, public librarians need to extend outwardly, to involve in the training of volunteers for the communities, and more active marketing strategies would be required, in order to promote services (all kinds of information).
IV. New missions and objectives of services shall be added to cope with the demand of the era, as well as the pressure of succession and heritage:
(I) The pressure to collect documentations, and digitalization, training of information personnel is needed.
(II) The guidance and suggestions proposed to the subordinate public libraries are not binding; further probing is required for the guiding system established.
(III) More pressure concerning the rules and regulations for purchasing, how to build up the concept of “New knowledge arrive the library instantly is of the same important as the administrative procedures”, this requires recognition and assistance from the administrative department.
V. The pressure of “Customer-oriented service”, librarians should take training courses related to “The right ways to communicate with customers”, and be capable to relieve their pressures.
VI. Librarians should be both professional and enthusiastic, and keen to the society.
Based on the aforementioned findings and discussion, follow-up study suggest that:
I. The object of study can be expanded to include jurisdictional and regional librarians, thus their differences shall be revealed perfectly.
II. “Administrative corporation” moved by the Executive Yuen for social welfare institutions, the following aspects should be further observed and studied in the follow-up study: whether is policy is conflict with the purpose in establishing public libraries, the mental distress it caused to the librarians, increase/lessen of readers’ rights and benefits, an even its effect to the “Affirmation action”
III. Connection of E-government and local public libraries: a place nearest and most convenient for the public – public libraries, are their hardware facilities and instructing capability enable them to become the supplier of automatic wireless network? This requires further observations and studies in the follow-up study.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0089921058 |
| Creators | 畢秀芬, Bee, Grace |
| 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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