查詢結果分析
來源資料
頁籤選單縮合
題名 | 民眾問什麼?解析玉山國家公園「首長信箱」內容=What People Ask? A Content Analysis of Email Messages Sent to Yushan National Park |
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作者 | 原友蘭; 劉吉川; 何昶鴛; 何昶鴛; Yuan, Y. Yu-lan; Lue, Chi-chuan; Ho, Chaang-iuan; Ho, Chaang-luan; |
期刊 | 中華林學季刊 |
出版日期 | 20150900 |
卷期 | 48:3 2015.09[民104.09] |
頁次 | 頁231-249 |
分類號 | 992.38 |
語文 | chi |
關鍵詞 | 電子信件; 知識管理; 國家公園經營管理; 內容分析; 訪客; Electronic mail; Knowledge management; Content analysis; National park management; Visitors; |
中文摘要 | 本研究從知識共創的角度切入,旨在檢視民眾使用「首長信箱」對玉山國家公園所提之疑問,進一步解析問題之性質,以及轉化這些信件內容為經營管理上可應用之知識。為達此目的,玉山國家公園首長信箱從2002年1月起至2010年5月止之間所收到之信件,共計3,082封信件為分析資料。輔以戶外遊憩經營管理架構建構信件內容編碼之原則。信件內容顯示出寄件者對國家公園有非常多種的遊憩資訊與服務需求。大多數的信件都不是緊急事務,僅提出單一問題。提問內容涵蓋八個層面:「詢問入山入園申請與規範」、「資訊查詢需求」、「解說與環境教育活動之需求」、「原野環境的管理與遊憩體驗維持」、「感謝與訴願」、「服務機會」、「危機處理管道」,以及「特殊需求設施的設置」。而超過四分之一的提問內容僅是向玉管處索取國家公園相關的資訊,無關乎遊憩需求。 國家公園管理處可從信件內容知悉訪客想「知道什麼」,也能梳理出提問者的意圖。國家公園絕對有必要長期分析信件內容,並且瞭解民眾資訊管道使用的偏好與習慣,才能在採取更有效的教育與資訊策略。 |
英文摘要 | Email (electronic mail) is the most important communication channel introduced since the telephone for managing visitors' relationships. This study attempted to gain insight in requests and questions sent by the public via email. 3082 email messages were collected over 9 years' period from 2002 to 2010. The management model proposed by Jubenville and Twight was used to categorieze all requests and questions contained in the messages. Email is a effortless information channel for the public to request information and service. The public used this channel to ask a wild range of questions. Over a quarter of the messages requested information was irrelevant to park services. The majorirty of messages concerned park entry applications and lottery, interpretation and recration opportunity, and maintaince of a quality of recration environment. However, the original pupose of having email as a way to communicate with the public with the aim to resolve conflicts and complicted issues, the result showed that most of the email only asked one question and concerned simple issue. The evidence suggested that many requests sent by the public could be found on the official website of the park. In the digital age, managers of park service should know why people are unable or unwilling to find the information on website. Additionally, it is important to know the channel preferences in order to depoly a effective information strategy. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。