公共圖書館問題讀者行為類型之探索性研究

An Exploratory Research on Deviant Behaviors of Problem Patrons in Taiwan's Public Library

10.6120/JoEMLS.2016.533/0026.RS.AM

陳書梅(Chen Su-May Sheih)

問題讀者 ； 讀者服務館員 ； 公共圖書館 ； 讀者服務 ； Problem patron ； Challenging patron ； Public service librarian ； Public library ； Public service

教育資料與圖書館學

53卷3期（2016 / 11 / 01）

311 - 344

繁體中文;英文

公共圖書館的讀者類型多元複雜，亦可能面臨許多突發及難以處遇的狀況。倘若遭遇所謂的問題讀者，館員即須耗費心力因應之，並因此衍生負面情緒，甚或影響工作效能與身心健康。本研究以台灣地區之30位公共圖書館讀者服務館員為對象，對彼等進行半結構式深度訪談，以探討公共圖書館之問題讀者具體事例與行為特徵。研究結果發現，公共圖書館讀者服務館員遭遇的問題讀者，其行為特徵可歸納為六種，包括干擾他人、違反館規、影響正常館務運作、不當利用館藏資源與設備、違反法律、心理異常與偏離社會常規等。期能藉由本研究結果，深化公共圖書館管理階層與讀者服務館員對於問題讀者行為類型的了解，以作為圖書館精進讀者服務的參考。

Patrons of public libraries are more diverse and complex than those of other types of libraries, implying potentially more unexpected and difficult situations. Negative emotions such as frustration and anxiety are generated among librarians when they must handle problem patrons, an effort that may influence the work efficiency of librarians and their physical and mental health. This study conducted a semi-structured in-depth interview, using public service librarians in Taiwan as subjects, to explore the categories of problem patrons and their behavioral characteristics. According to the results, the behavioral characteristics of problem patrons can be divided into 6 categories: interfering with others, violating library regulations, influencing library works, improperly using resources and facilities, breaking laws, and exhibiting a psychological disorder as well as violating social norms. On the basis of the research results, this study offers suggestions for future reference when public libraries must handle problem patrons.

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