满意度65606.ppt

CONCERT滿意度調查 User Satisfaction Survey石美玉石美玉 (Mei-yuhMei-yuh Shih)Shih)國家實驗研究院科技政策研究與資訊中心國家實驗研究院科技政策研究與資訊中心Science&Technology Policy Research and Information Center(STPI)Science&Technology Policy Research and Information Center(STPI)National Applied Research Laboratories(NARL)National Applied Research Laboratories(NARL)中華民國中華民國9595年年1111月月15-1615-16日日(Nov.15-16,2006)(Nov.15-16,2006)1 1滿意度調查樣本Survey Data調查對象：調查對象：208208個服務單位館員個服務單位館員 Subject:Librarians from 208 University/OrganizationsSubject:Librarians from 208 University/Organizationsl l103 103 所大學；所大學；5252所學院；所學院；13 13 所專科學校；所專科學校；4040個研究單位個研究單位 103 Universities;52 Colleges;13 Junior Colleges;40 R&D Organizations103 Universities;52 Colleges;13 Junior Colleges;40 R&D Organizationsl l執行期間執行期間:2006:2006年年6 6月月1515日日-6-6月月3030日日 Conducting Period:June 15 30,2006Conducting Period:June 15 30,2006l l回收回收 206 206 份問卷份問卷 (回收率回收率99.04%)99.04%)Return Rate:206(99.4%)Return Rate:206(99.4%)調查對象：調查對象：208208個服務單位研究人員個服務單位研究人員 Subject:208 R&D ResearchersSubject:208 R&D Researchersl l請各館員分送給教授及研究人員填寫請各館員分送給教授及研究人員填寫 Librarians,on Our Behalf,Distribute the Survey to Professors&Researchers Librarians,on Our Behalf,Distribute the Survey to Professors&Researchers l l執行期間執行期間:2006:2006年年6 6月月1515日日-6-6月月3030日日 Conducting Period:June 15-30,2006 Conducting Period:June 15-30,2006 l l回收回收8585個單位個單位,計計215215位研究人員位研究人員 Return Rate:85 Organizations;215 Researchers Return Rate:85 Organizations;215 Researchers 2 2簡報綱要Briefing Outline服務效益及滿意度調查服務效益及滿意度調查 Service Performance&User Satisfaction SurveyService Performance&User Satisfaction Survey教育訓練教育訓練 TrainingTraining資料庫系統資料庫系統 Database SystemDatabase System整體滿意度整體滿意度 Overall Satisfaction RateOverall Satisfaction Rate研究資源與行為調查研究資源與行為調查 Research Resources&User Behavior SurveyResearch Resources&User Behavior Survey結語結語 ConclusionConclusion3 3服務效益及滿意度調查Service Performance&User Satisfaction Survey4 4CONCERT對各單位之具體服務效益Service Performance降低電子資源採購成本降低電子資源採購成本 Lower Down the Cost of E-ResourcesLower Down the Cost of E-Resources減少採購行政程序及人力減少採購行政程序及人力Decrease Admin&Purchasing Human ResourcesDecrease Admin&Purchasing Human Resources有效爭取最大使用權益有效爭取最大使用權益 Effectively Strive for Access RightEffectively Strive for Access Right協助瞭解計價模式協助瞭解計價模式 Assist in Understanding Pricing ModelAssist in Understanding Pricing Model 提供資料庫諮詢服務提供資料庫諮詢服務 Provide Information ServicesProvide Information Services 獲得資料庫廠商更好的服務獲得資料庫廠商更好的服務 Get Better Services from Information ProvidersGet Better Services from Information Providers 5 5各聯盟單位訂購非CONCERT引進之 中文電子資源Currently Licensing Chinese Version Databases-not on CONCERT ListCurrently Licensing Chinese Version Databases-not on CONCERT List 填寫單位計填寫單位計160160個個 至少有五個以上單位訂購之資料庫有至少有五個以上單位訂購之資料庫有(at Least Five Members License):(at Least Five Members License):AREMOS AREMOS 經濟統計資料庫經濟統計資料庫CNSCNS國家標準資料查詢國家標準資料查詢 E E 點通英語線上學測系統點通英語線上學測系統中文電子期刊服務中文電子期刊服務中央研究院漢籍電子文獻資料庫中央研究院漢籍電子文獻資料庫中國商情資訊網中國商情資訊網中華民國企業管理文獻摘要資料中華民國企業管理文獻摘要資料庫庫(MARS)(MARS)中華民國專利公報資料庫中華民國專利公報資料庫世界美術資料庫世界美術資料庫法源法律網法源法律網故宮線上資料庫故宮線上資料庫科學人雜誌資料庫科學人雜誌資料庫新聞知識庫新聞知識庫萬方數據資訊系統萬方數據資訊系統聯合知識庫聯合知識庫情報顧問服務情報顧問服務+各種中文剪報各種中文剪報6 6各聯盟單位訂購非CONCERT引進之 西文電子資源Currently Licensing Non-Chinese Version Databases-not on CONCERT ListCurrently Licensing Non-Chinese Version Databases-not on CONCERT List 填寫單位計填寫單位計160160個個 至少有五個以上單位訂購之資料庫有至少有五個以上單位訂購之資料庫有(at Least Five Members License):(at Least Five Members License):接受其它補助款訂購者：接受其它補助款訂購者：Get Subsidy from Other Sources:Get Subsidy from Other Sources:l lACS,ACM,AIP,APS,ACS,ACM,AIP,APS,MathSciNetMathSciNet,OSA,OSA,etc.etc.經由其它聯盟訂購者：經由其它聯盟訂購者：License Through Other Consortia:License Through Other Consortia:l lACM,WileyACM,WileyASME e-JournalsASME e-JournalsGrove Music OnlineGrove Music OnlineIEEE Computer SocietyIEEE Computer SocietyITS MARC ITS MARC LWW.ComLWW.Com Literature Resource Center(LRC)Literature Resource Center(LRC)Naxos Music LibraryNaxos Music LibraryNaxos Spoken Word Library Naxos Spoken Word Library Ovid Ovid CinahlCinahlOvid Ovid MedLineMedLineOxford English Dictionary OnlineOxford English Dictionary OnlineSCOPUSSCOPUSTesting&Education Reference Center Testing&Education Reference Center(TERC)(TERC)7 7對廠商提供使用統計之滿意度Satisfaction Rate Towards Usage Statistics ProvidedSatisfaction Rate Towards Usage Statistics Provided6565個單位滿意個單位滿意(31.6%)(31.6%)Satisfied:65 Satisfied:65 Universities/OrganizationsUniversities/Organizations141141個單位不滿意個單位不滿意 (68.4%)(68.4%)Dissatisfied:141 Dissatisfied:141 Universities/OrganizationsUniversities/Organizations不滿意之原因不滿意之原因:Reasons for Dissatisfaction Reasons for Dissatisfactionl l不夠詳細完整不夠詳細完整 (Incomplete)(Incomplete)l l懷疑廠商提供之數據不正確懷疑廠商提供之數據不正確 (Doubt of the Accuracy)(Doubt of the Accuracy)l l無法提供有特殊需求的項目無法提供有特殊需求的項目 (Cannot Provide Figures for Special(Cannot Provide Figures for Special Item)Item)8 8各單位如何運用統計資料(Multi-Choice)(Multi-Choice)Use of the StatisticsUse of the Statistics分析使用效益，作為年度訂購參考分析使用效益，作為年度訂購參考 (Annual Licensing Reference)Annual Licensing Reference)比較使用狀況作為紙本期刊增刪參考比較使用狀況作為紙本期刊增刪參考 (Printed Subscription Reference)Printed Subscription Reference)計算使用總量作為相關系所分攤資料庫費用參考計算使用總量作為相關系所分攤資料庫費用參考 (Get Budget from Dept.)(Get Budget from Dept.)評估使用績效，作為系所評鑑參考評估使用績效，作為系所評鑑參考 (Evaluate Dept.Research Performance)(Evaluate Dept.Research Performance)紀錄使用情形，作為推廣活動安排參考紀錄使用情形，作為推廣活動安排參考 (Organize Training Reference)(Organize Training Reference)僅作例行紀錄存檔僅作例行紀錄存檔 (For Record Only)(For Record Only)其他其他 (Others)(Others)9 9其它意見-使用統計Other Comments about StatisticsOther Comments about Statistics有些數據有有些數據有灌水灌水嫌疑嫌疑 Some Statistics Have Been Some Statistics Have Been BlowedBlowed in Water in Water各資料庫提供數據之定義不一致性極高各資料庫提供數據之定義不一致性極高 Items for Each Statistics Vary GreatlyItems for Each Statistics Vary Greatly同一筆統計數據在不同時間查詢會得到不同結果同一筆統計數據在不同時間查詢會得到不同結果 Statistics of the Same Period Will Change at Later TimeStatistics of the Same Period Will Change at Later Time統計數字提供緩慢，更新太慢統計數字提供緩慢，更新太慢 The Update Currency is SlowThe Update Currency is Slow1010教育訓練Training1111教育訓練內容及舉辦天數調查TrainingTraining訓練內容應介紹年度新引進之所有資料庫應介紹年度新引進之所有資料庫 (Introduce the Newly Added Databases)(Introduce the Newly Added Databases)應介紹特定幾個資料庫應介紹特定幾個資料庫 (Introduce Some Specific Databases)(Introduce Some Specific Databases)應介紹所有應介紹所有CONCERTCONCERT資料庫資料庫 (Introduce All Databases on CONCERT List)(Introduce All Databases on CONCERT List)認為無須舉辦年度教育訓練課程認為無須舉辦年度教育訓練課程 (No Need to Conduct Annual Training Session)(No Need to Conduct Annual Training Session)1212教育訓練內容及舉辦天數調查舉辦天數(Preference for Duration of Training)(Preference for Duration of Training)舉辦舉辦1 1天即可天即可 (One Day Training)(One Day Training)舉辦舉辦2 2天較適宜天較適宜 (Two-Day Training)(Two-Day Training)應舉辦應舉辦3 3天天 (Three-Day Training)(Three-Day Training)其他其他 (Others)(Others)1313其它意見 教育訓練Other Comments About TrainingOther Comments About Training有些廠商極為被動，有時需一再催促，也不保證能獲得解決 Some Information Providers Are Not Very CooperativeSome Information Providers Are Not Very Cooperative新舊館員問題重點不同講授內容應有區別 Contents Should Vary Between New Contents Should Vary Between New vsvs Old Librarians Old Librarians針對管理者介面，建議作較深入的解說，同時提供線上操作單元 Focus on Administrator Interface and Provide Hands-on Focus on Administrator Interface and Provide Hands-on SessionSession1414資料庫系統Database System1515對資料庫系統不滿意之調查(一)Dissatisfied-對價格方面之前五名Pricing:the First-FivePricing:the First-FiveSDOS/SDOLSDOS/SDOLWeb of ScienceWeb of ScienceIEL IEL Nature OnlineNature Online中國期刊全文資料庫中國期刊全文資料庫 (China Academic Journal)(China Academic Journal)系統操作方面System InterfaceSystem Interface 僅六個單位填寫，其僅六個單位填寫，其餘餘172172個單位個單位(83.5%)(83.5%)未填寫。未填寫。Only Six Only Six Universities/Organizations Universities/Organizations Commented on This IssueCommented on This Issue1616對資料庫系統不滿意之調查(二)Dissatisfied(II)使用統計方面之前四名使用統計方面之前四名Usage Statistics-the First FourUsage Statistics-the First FourIELIELProQuestProQuest/PQDT/PQDTEMX EMX FulltextFulltext Plus PlusSpringerLinkSpringerLink 廠商服務方面廠商服務方面Services Provided by Information Services Provided by Information ProviderProvider：填寫單位對收費高的資填寫單位對收費高的資料庫廠商提供之服務相料庫廠商提供之服務相對要求高。對要求高。Comparatively,Users Set High Comparatively,Users Set High Standard for Databases Whose Standard for Databases Whose Licensing Are HighLicensing Are High1717整體滿意度Overall Satisfaction1818整體服務方面之滿意度推廣訓練活動推廣訓練活動推廣訓練活動推廣訓練活動(Training(Training Activities)Activities)資料庫諮詢服務資料庫諮詢服務資料庫諮詢服務資料庫諮詢服務 (Information(Information Services)Services)聯繫廠商之效率聯繫廠商之效率聯繫廠商之效率聯繫廠商之效率 (Respond Efficiency)(Respond Efficiency)對對對對CONCERTCONCERT整體滿意度整體滿意度整體滿意度整體滿意度 (Overall Satisfaction)(Overall Satisfaction)1919研究資源與行為調查Professor&Researchers Response此調查係為瞭解國內研究資源使用情形，以及學者專此調查係為瞭解國內研究資源使用情形，以及學者專 家對本中心服務的瞭解程度家對本中心服務的瞭解程度填寫問卷的人員共計填寫問卷的人員共計215215人人,分屬分屬8585個單位個單位 215 persons from 85 Institutes215 persons from 85 Institutes其背景為其背景為:理理 9 9人人;工程工程5656人人;醫學醫學4343人人;農業農業1616人人,人文人文:11:11人人;社會科學社會科學 8080人人 Sciences 9;Engineering 56;Medical Sciences 43;Agriculture 16;Sciences 9;Engineering 56;Medical Sciences 43;Agriculture 16;Humanity 11;Social Sciences 80 Humanity 11;Social Sciences 80 2020研究資源的來源 Research Resources期刊期刊 (Journal)(Journal)研究報告研究報告 (Research Report)(Research Report)會議論文會議論文 (Conference Proceedings)(Conference Proceedings)其它其它 (Others)(Others)2121經常參考之研究資源語言及型式Research Resources Language&Format Language&Format2222透過何種管道找尋研究資源(可複選可複選)Though Which Channel to Access Resources(Multi-Choice)Though Which Channel to Access Resources(Multi-Choice)服務機構服務機構 (Affiliated Organization)(Affiliated Organization)國研院科技政策中心國研院科技政策中心 (STPI)(STPI)國家圖書館國家圖書館 (National Central(National Central Library)Library)網路搜尋引擎網路搜尋引擎(Search Engine)(Search Engine)其它其它 (Others)(Others)2323使用資料庫系統(一)The Accessed Database Systems (I)SDOL/SDOS SDOL/SDOS 42.8%42.8%ProQuestProQuest 40.5%40.5%EBSCO EBSCO 40.5%40.5%中國期刊全文資料庫 -39.1%39.1%SpringerLinkSpringerLink 22.3%22.3%Web of Science Web of Science 21.9%21.9%JCR Web JCR Web 20.5%20.5%Ovid Ovid 18.6%18.6%Nature Online Nature Online 17.2%17.2%Science Online Science Online 15.3%15.3%IEL IEL 14.9%14.9%JSTOR JSTOR 14%14%大英百科全書線上版大英百科全書線上版 14%14%OCLC OCLC FirstSearchFirstSearch 13.5%13.5%Cambridge JournalsCambridge Journals 12.6%12.6%Wilson WebWilson Web 11.6%11.6%2424使用資料庫系統(二)The Accessed Database Systems (II)SilverPlatterSilverPlatter 9.8%9.8%Blackwell Synergy 8.8%Blackwell Synergy 8.8%EV2 8.4%EV2 8.4%GrolierOnlineGrolierOnline 8.4%8.4%工程學刊工程學刊 7.9%7.9%台灣經濟新報台灣經濟新報-7.0%-7.0%RefWorksRefWorks 6.0%6.0%CSA CSA IlluminaIllumina 5.6%5.6%EMX EMX FulltextFulltext Plus Plus 5.6%5.6%SwetsWiseSwetsWise 5.6%5.6%台經院產經資料庫台經院產經資料庫-4.7%-4.7%S&P S&P CompustatCompustat 3.7%3.7%Gale 2.8%Gale 2.8%LexisNexis 2.8%LexisNexis 2.8%SciFinderSciFinder Scholar 1.9%Scholar 1.9%Grove Art Online 1.4%Grove Art Online 1.4%ChadwyckChadwyck-Healey 0.9%-Healey 0.9%BowkerBowker 0.5%0.5%2525經常使用之其它中西文資料庫系統The Accessed Database System Not Included in CONCERT Database List YetThe Accessed Database System Not Included in CONCERT Database List Yet全國博碩士論文資訊網全國博碩士論文資訊網中華民國期刊論文索引中華民國期刊論文索引CEPS CEPS 中文電子期刊服務中文電子期刊服務聯合知識庫聯合知識庫萬方數據庫萬方數據庫PubMedPubMedNCBINCBIWiley Wiley InterScienceInterScienceGoogle ScholarGoogle ScholarACSACSLISALISAMedLineMedLineScopusScopusUSPTOUSPTO2626對CONCERT扮演角色認識度Know of CONCERT?Know of CONCERT?知道知道CONCERTCONCERT嗎嗎?(Know of(Know of CONCERT?)CONCERT?)知道大部份電子資源是透過知道大部份電子資源是透過CONCERTCONCERT議價嗎議價嗎?(Know that Most(Know that Most of the e-Resources are Negotiated by CONCERT?)of the e-Resources are Negotiated by CONCERT?)2727使用何種資料庫系統(三)從未使用從未使用CONCERTCONCERT引引進之資料庫系統進之資料庫系統-1.4%1.4%Never Access Any of the Never Access Any of the CONCERT Database SystemCONCERT Database System直接查閱所需電子期刊，直接查閱所需電子期刊，不知是否透過上述資料不知是否透過上述資料庫系統庫系統 25.6%25.6%Go Directly to the Constantly Used Go Directly to the Constantly Used e-Journalse-Journals2828經常使用之資料庫系統來源Sources for Research ResourcesSources for Research Resources服務單位提供服務單位提供 (Affiliated Organization)(Affiliated Organization)自行訂購自行訂購 (Through Individual Licensing)(Through Individual Licensing)廠商免費提供廠商免費提供 (Free from Information Provider)(Free from Information Provider)其它其它 (Others)(Others)2929結語ConclusionCONCERTCONCERT與館員及資料庫提供者未來需共同努力：與館員及資料庫提供者未來需共同努力：CONCER,Librarians And Information Providers Need to Put More Effort on:CONCER,Librarians And Information Providers Need to Put More Effort on:l l推廣電子資源的內容及使用，協助研究人員瞭解電子資源之使用推廣電子資源的內容及使用，協助研究人員瞭解電子資源之使用 Promote the Licensed Resources,Especially to Professors and Promote the Licensed Resources,Especially to Professors and Researchers Researchers(to make quality convenient to end users)(to make quality convenient to end users)l l加強加強CONCERTCONCERT與各會員間之凝聚力，更彰顯聯盟之果效。與各會員間之凝聚力，更彰顯聯盟之果效。Establish Close-Bonding Relationship Between CONCERT and Her Establish Close-Bonding Relationship Between CONCERT and Her Members,to Enhance Members,to Enhance ConsortialConsortial Effect Effect(Take(Take KESLIsKESLIs Operation Operation Mechanism as Our Benchmark to Provide Value-Added Services to Mechanism as Our Benchmark to Provide Value-Added Services to End Users)End Users)3030Thank You for Your Time!3131