臺北市立圖書館智慧圖書館及FastBook全自動借書站使用效益評估

Abstract

智慧圖書館及FastBook全自動借書站是一種無需館員常駐服務的創新服務模式，以設置於捷運、鐵路車站及其他人潮聚集處為主。本研究分析臺北市立圖書館6所智慧圖書館及3座FastBook全自動借書站使用統計及調查讀者使用情形及滿意度。研究結果顯示，2013年1~9月臺北市立圖書館智慧圖書館及FastBook全自動借書站每月平均借閱人次介於1,000至2,000人，每人每月平均使用次數1~3次。各據點因設置地點及讀者特性有不同借閱高峰時段，借閱量多以女性高於男性，41~50歲借閱量最高，其中語言文學類為主要借閱類別，且讀者多半希望增加暢銷書。另外，使用途徑因設置地點而異，使用主要原因為地點便利。讀者主要利用借還書服務，並以架上瀏覽方式查找所需圖書為多，不到40%讀者表示使用時曾遭遇困難。在滿意度方面，讀者最滿意智慧圖書館之空間環境和FastBook全自動借書站之設置地點。超過半數讀者認同使用智慧圖書館及FastBook全自動借書站增加其閱讀頻率、改變獲取圖書的方式與習慣、滿足不便到分館使用的需求。Intelligent Libraries and ‘FastBook’ Automatic Book Lending Stations are innovative service models that do not require the constant presence of library personnel to provide services. They are mainly installed in MRT stations, railway stations and other places where large numbers of people congregate. This study analyzed usage statistics for Taipei Public Library’s (TPL) six intelligent libraries and three ‘FastBook’ stations and investigated readers’ usage and satisfaction with the services. The result of this study showed that average visitations for borrowing from TPL’s Intelligent Libraries and ‘FastBook’ stations were between 1,000 to 2,000 per month and the average number of visits per person per month was between 1 to 3 times. The peak borrowing period at each location was found to vary according to the characteristics of the location and the reader profile. Females borrowed more books than males, with the highest demographic group being females 41-50 years of age. The most popular topic category was ‘language and literature’ and readers mainly expected bestselling books to be provided. While access at each location varied, the convenience to customers was the main reason for using the services. The services used were primarily borrowing and returning materials and users preferred to browse the shelves to find the books they needed. The study also found that less than 40% of users reported encountering difficulties when using these services. Satisfaction ratings were highest with the spatial environment for Intelligent Libraries and the location of ‘FastBook’ stations. More than half of those surveyed reported that the use of Intelligent Libraries and ‘FastBook’ stations had increased their reading frequency, changed the way they preferred to obtain books and met their requirements for convenient access to library services.