以服務取代藏書量,提供有感服務

Elsevier 去年(2012) 在亞洲5個國家舉辦了一系列的圖書館領導研習班,邀請美國幾所知名大學圖書館館長前去演講授課,演講的影片及ppt都已在網上公佈[1]。我看了馬來西亞場次的其中3場演講,對伊利諾大學香檳分校圖書館館長 Paula Kaufman 針對 Developing New Models of Service 主題的分享印象深刻。


Kaufman 提到許多大學圖書館面臨的問題,包括經費縮減、學校招生面臨挑戰、圖書館資源分配問題、使用者行為改變、(科技)環境變化快速…等問題,並分享他們所採取的措施及過程中遭遇的一些問題,例如把顯少人利用的分館給關閉(當然這需要不斷的溝通),改由其他服務方式取代..等。讓我印象最深刻的是 “Bigger is Not Better" 這句話,因此他們把重心重新聚焦在提供有品質的、使用者需要的服務上,而不再只追求館藏量的最大化。至於他們怎麼做,這裡就不再贅述,請直接看影片或 ppt 吧。

In this video, Paula Kaufman, Dean of Libraries and University Librarian, University of Illinois at Urbana-Champaign, presents a case study of how the second largest academic library in the United States undertook a far-reaching transformation. The drivers for change included adapting to user needs, and saving money and maintaining the quality of the collections while increasing the scope and quality of its services.

Five years ago, they began taking a critical look at the 45 libraries on campus, many of which were discipline specific. They solicited ideas from faculty and staff, hosted discussions, produced a final report, and charged teams to found and implement new service models.

As a result, libraries were closed or consolidated depending on usage, and a number of subject librarians became embedded alongside their discipline’s faculty. Space was returned to the Chief Academic Officer for reallocation, or the library repurposed into collaborative environments, including both a learning and scholarly commons.

The library not only transformed by reexamining existing space, services and collections, but also formed partnerships to meet growing needs such as the curation of research data.

Web on Wheels bus
圖片來源:Flickr

書再多但沒人看,書就只是一堆紙,如何提供使用者想要的內容才是重點,套句前陣子流行的話,就是要提供讓使用者有感的服務。這讓我想到前不久所看到 Montana State Library 所推出的3支影片,強調圖書館對蒙大拿州人們生活的影響,影片拍攝的經費是由 Bill & Melinda Gates Foundation 所贊助。這一系列影片其實是其 Broadband Technology Opportunity Program (BTOP) 計畫的一部分,詳細內容可以參考延申閱讀裡的連結[2]

The BTOP program has provided a combination of computers, software, assistive devices, network hardware, staff funding, broadband upgrades, and digital literacy training to 43 public libraries with the goal of improving access to the Internet at public libraries.

Bringing Technology to Montanans - 這台Web On Wheels Bus 不能叫做 Bookmobile(移動圖書館),應該說是 Computermobile,簡直就是移動"網咖"

Providing a Foundation for Businesses and Families

Supporting our communities through change and challenge

在曾經居住在澳洲小鎮,雖然也是在大城市周邊,但就一條街幾家較聚集的商店熱鬧一點點,沒什麼娛樂可言,相信鎮上圖書館是一個很重要的資訊取得/咨詢機構之一,所以看到上面的影片就很可以想像圖書館服務對他們的重要性及影響。

延伸閱讀:
1. Library Connect - Library leaders share best practices in Asia-Pacific seminar series — videos and presentations now available online
2. vp-mi.com - Montana State Library releases videos highlighting impact of libraries
3. Library Views 圖書館觀點 - 珍惜閱讀的機會 - 移動圖書館

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