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題 名 | 公共圖書館處理讀者陳情實務經驗分享--以新北市立圖書館為例=The Practical Experience of Handling Patron Complaints in Public Libraries--A Case Study of the New Taipei City Library |
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作 者 | 林淑芳; | 書刊名 | 公共圖書館研究 |
卷 期 | 18 2023.11[民112.11] |
頁 次 | 頁79-102 |
分類號 | 023.6 |
關鍵詞 | 公共圖書館; 讀者陳情; 新北市立圖書館; Public library; Patron complaints; New Taipei City Library; |
語 文 | 中文(Chinese) |
中文摘要 | 圖書館希望所提供之館藏、空間、設施與服務能滿足讀者的需求, 開放各式管道讓讀者提出問題或反映意見,以提升讀者更好的圖書館 使用經驗。本文以新北市立圖書館 108-111 年處理讀者陳情案件之統 計分析與工作經驗,說明館方對讀者陳情之處理流程、問題類型、因 應對策與管考機制。 分享實務上,讀者陳情以閱覽服務、館舍管理、館員服務三大類 最多,若能妥善處理即可解決八成以上的問題,回覆陳情時應客觀、 合法、確實,具體說明解決方案,要避免查證不足、缺少資訊、答非 所問、有問未答、不符規定、態度不對、進度不明等七大錯誤態樣, 回覆讀者陳情後,應進行追蹤檢討,以確實改善。最後提出處理陳情 時應「有理有據,溫柔堅定」、「重複問題,標準作業」、「誠心補救, 積極防範」、「適時助力,堅強後盾」、「放下敵意,感恩賜教」等五項 建議。 |
英文摘要 | Libraries are dedicated to satisfying the varied needs of their patrons by offering extensive collections, spaces, facilities, and services. Maintaining open communication channels for patrons to voice concerns or provide feedback is crucial for enhancing the overall library experience. This article presents a statistical analysis of and practical insights into the handling of patron complaints by the New Taipei City Library from the years 2019 to 2022. It outlines the library's complaint resolution process, types of issues encountered, responsive strategies, and quality assurance mechanisms. Based on practical experiences, patron complaints primarily fall into three categories: reading services, facility management, and librarian services. Effectively resolving these issues addresses over 80% of the problems. The article highlights the necessity for responses to patron complaints to be objective, compliant with legal standards, and precise, by providing concrete solutions while avoiding common pitfalls such as insufficient verification, lack of information, irrelevant responses, unanswered questions, non-compliance with regulations, inappropriate attitudes, and unclear progress updates. After responding to patron complaints, the library emphasizes the importance of follow-up reviews to ensure tangible improvements. The conclusion offers five recommendations for handling patron complaints: 'Reasonable and Justifiable, Gentle yet Firm', 'Standard Operating Procedures for Repeated Issues', 'Sincere Remediation and Proactive Prevention', 'Timely and Strong Support', and 'Embracing Lessons with Gratitude, Letting Go of Hostility'. |
本系統中英文摘要資訊取自各篇刊載內容。