美国公共图书馆服务
Public Library Services
主讲人:宋曼玲
美国加州佛利蒙市图书馆前任馆长
我们生活的时代
The Time We Live In
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资讯时代
Information Age
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地球村时代
多元性文化时代
因特网时代
终生学习时代
Global Village Age
Multicultural Age
Internet Age
Life Long Learning Age
为什么要有图书馆
Why – Libraries
• 對抗無知
Whatever the cost of our libraries, it is cheap
compared to the cost of an ignorant nation.” Walter Cronkite
• 比谷歌還棒
“It will be about 300 years until computers are as
good as, say, your local library.” –Craig
Silverstein, Director of Technology, Google.com
图书馆 Library
•提供终身学习的资源
Lifelong learning
•提高个人及社区的生活质量
Quality of life
益处 Benefits
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学习新东西
Discovery of ideas
提高阅读兴趣
Joy of reading
发挥知识的力量
Power of information
尊重多元化社群和社区的需要 Respects
diversity of opinion and community needs
缩短信息鸿沟
Bridge digital divide
提高文化和信息素养 Literacy and information
literacy
提高终身学习能力 (Life-long learning)
促进地方经济 (Promote local economy)
图书馆的大类
Major Types of Libraries
• 大学图书馆
Academic Libraries
• 专业图书馆
Special Libraries
• 中小学图书馆
School Libraries
• 公共图书馆
Public Libraries
大学图书馆
Academic Libraries (ARL, ACRL)
• 設有研究院的大學的图书馆
Research University Library
四年制大學的图书馆
4-Year College Library
• 兩年制的社區大學图书馆
Community College Library
• 一般民眾能否使用大學圖書館
Public Access to academic libraries
专业图书馆
Special Libraries (SLA)
• 法律圖書館 Law Library
• 醫藥學圖書館 Medical Library in University
or Hospital
• 政府机关圖書館 Government Library
• 企業或公司圖書館 Company Library
• 一般民眾能否使用 Public Access
中小学图书馆
School Libraries
• 公立与私立学校
Public Schools vs Private Schools
• 有教师资格的专业图书馆员
Credentials for Librarian/Teacher
• 家长会义工们
PTA Volunteers
公共图书馆
Public Libraries (PLA)
• 大都会图书馆
Major Urban Resource Libraries
• 市立图书馆 City Libraries
• 县立图书馆 County Libraries
• 独立特区图书馆 Independent Special District
Libraries
• 主权合并的图书馆
Joint Powers of Authority (JPA)Libraries
公共图书馆
Public Libraries (PLA)
• 州图书馆 State Library
It advises, consults with, and provides
technical assistance to public libraries, and it
directs state and federal funds to support
local public libraries and statewide library
programs (California State Library)
and services.
• 图书馆合作组织 Library Systems/ Consortium
公共图书馆主旨
Public Libraries Mission
• 支助学龄前儿童及成人学习 Support early
childhood and adult literacy
• 提供终身学习的资源 Providing opportunities for
life-long learning
• 社区信息中心 Serving as an integral component
of the community’s economic engine
• 社區多元族類聚集中心 Bringing diverse people
together in a community gathering place
• 提供追求知识的自由 Supporting democracy
and an informed citizenry by providing free and
uncensored access to a vast array of information
公共图书馆馆长职责
Public Library Director
• 政策 Policy and Regulation Recommendation and
Execution
• 建筑 Facility Construction, Renovation, Maintenance
• 科技 Technical Advisory and Technology Management
• 职员 Employment, Supervision of Staff
• 预算 Budget and Report
• 筹款 Fund raising
• 公关 Public Relations
• 社区 Community Involvement
• 馆藏 Collection Development
• 代表 Participation in State and National Library
Organizations
阿拉米达县图书馆主旨
Alameda County Library Mission
• The Mission - The Alameda County
Library system provides and protects
access to books, information and services
that promote learning and enjoyment for
everyone.
• 提供保护追求知识的自由及求知的快乐
阿拉米达县图书馆梦想
Alameda County Library Vision
• The Vision - The Alameda County Library
system will be a model of excellence in
library service, with books and other
materials, hours, technology and facilities
that meet the needs of our communities.
• 为社区提供终身学习资源的模范
阿拉米达县图书馆主要價值
Alameda County Library Core Values
• Core Values - Accessibility, Community
involvement, Customer service, Diversity,
Excellent library collections, Friendly,
comfortable libraries, Intellectual freedom,
Library staff and volunteers
• 主要價值 – 方便﹐溶入社區﹐顧客服務﹐
多元性﹐最好的館藏﹐友善﹐舒適﹐求知
自由﹐員工和義工。
经费来源
County Library Funding Source
• 房地产税
Property tax 64%
• 公共设施税
Utility Users Tax (UUT) 12%
• 市政府付的服务合约费 City and Other
Contracts 8%
• 州政府的补助费 State Fund 2%
• 其它 Miscellaneous (Fines, Donations etc.) 8%
• 上年度余款
Fund Balance 6%
图书馆 Library
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书库
Warehouse of books, DVD’s
數字图书馆
Digital Library
免費使用電腦中心 Free Computer Center
作功課的地方
Study Hall
免費托兒所
Childcare Center
社區活動中心
Community Activity Center
畫廊藝術品展覽中心
Art Gallery
會議廳
Meeting Rooms
服务计划 Service Plan
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政策与条例 Policies and Regulations
图书馆
Building
员工，顾客，社区，媒体，上级 People
图书馆的网页 Web
经费分配
Resource Allocation
服务的项目及种类 Services
定期性策略计划检讨 Regular Strategic
Planning
图书馆建築 Library Building
• 以顾客为中心的社区活动中心
Customer Centered
• 显而易见的陆标 Local Landmark
• 美观实用
Aesthetic and Practical
• 学习进修的地方 Study Hall
• 多元性
Diversity
• 館內館外的藝術品 Public Art
图书馆標誌 Signage
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美觀
路標
图书馆的正門
图书馆內部
教導性的標誌
外文標誌
Visibility
Street Sign
Building Sign
Interior Sign
Instructional Sign
Foreign Languages
人員 People
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圖書館委员会委员
圖書館顧客
圖書館員工
圖書館志願义工
培訓及繼續教育
Continuing Education
Board members
Customers
Staff
Volunteers
Training and
工作人員 Staff
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縣市政府及圖書館的行政人員 Administrators
專業圖書館員
Professional Librarians
非專業工作人員
Para-professional Staff
電腦部門工作人員 IT Staff
圖書館委員會
Library Board
圖書館基金會
Library Foundation
圖書館之友會
Friends of Library
圖書館義工志願者 Library Volunteers
圖書館義工志願者
Library Volunteers
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征聘
Recruitment
职责分明
Clear job description
培训
Training
管理
Management
为馆际策略发展的一部分
Part of overall Strategic Plan
圖書館顧客 Customers
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兒童
Children
青少年人
Teens
大學生
College Students
成人
Adults
耆英
Older Adults
殘障人士
Disabled
脫離文盲的新學生 Functional Illiterates, New Learners
受監禁者
Incarcerated
學校
Schools
社會團體
Organizations
媒體
Media
脫離文盲的新學生
Functional Illiterates, New Learners
• Start with a Story
• A Project of the
Alameda County
Library,
• Father’s Day At
Glenn Dyer Jail
顧客調查
Needs Assessment
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統計資料 Statistics (Census, School
District Reports)
顧客建議 User Comments
/Suggestions
图书馆主管资格能力确认
Core Competency of library manager
• 领导
Leadership
• 人事
Personnel management
• 策划管理 Planning and organizational
skills
• 资源 运用 Resource management
• 思考能力 Critical thinking
• 顾客服务 Customer service
• 沟通能力 Communication
專業館員职责 Librarians
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精選
Select
文獻採購
Acquire
組織
Organize and give access
保藏
Preserve and conserve
協助顧客
Assist library users
教學
Instruct library users
行政工作
Administer and manage
library resources, services and programs
專業館員资格能力确认
Core Competency for Librarian
• 提倡 拥护
Advocacy
• 活动节目
Programming
• 知讯服务
Reference and Readers’
Advisory
• 资源管理 Collection Management
• 顾客服务 Customer Service
• 沟通能力 Communication
提倡推广图书馆
Advocacy and Outreach
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民选代表
附近大学
校区
中小学校
商会
文化艺术团体
Legislative Day and Legislators
Local Colleges and Universities
School Districts
Local Schools
Chamber of Commerce
Arts and Cultural Groups
提倡推广图书馆
Advocacy and Outreach
• 社会服务组织 Social Services Organizations
• 公益和代表不同族裔的社团
Community and Ethnic Organizations
• 宗教团体 Religious Organizations, Churches,
Temples
• 不同年龄不同性质的公益组织及俱乐部 Clubs
服務项目 Services
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普通服務 Traditional Library Services
奢侈服務 Additional or Fee-based Services
多元性活动節目 Programming of all topics for all ages
教學性服務 Instructional Services for all ages
特展 Displays
圖書館网站出版物 Library webpage publishing
館藏 Library Collections
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暢銷或古典讀物 Popular Collection or Classics
資料性
Informational
教育性
Educational
娛樂性
Recreational
館際互调
Roving Collection
電子資料庫
Digital Collection
外文資料
Languages
傳統式或書店式佈置
Traditional Display or Bookstore
Display
• 與其它圖書館合作資源共享
Consortium
網絡的影響
Impact of Internet
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全天候服務 24/7 Service
方便顧客
Convenience for Customers
電腦中心
Library as Popular Computer Center
答客問減少 Decrease in Reference Questions
書籍借出減少 Decrease in Print Material Circulation
新科技需求增加 Demand of new technology and technical support
需要解決科技困難能力 Demand for technical problem solving skill
科技人才之需 Need for IT staffing
館員培訓之需 Need for constant staff training
與其它圖書館合作資源共享之需 Demand for ILL and Consortium
收费与否 Fees Debate
• 免費平等使用原则
Free and Equal Access
• 公共資源共享原则
Shared Public Property
• 服務重點 – 一般性服務或奢侈性服務
Priority of Service – Traditional or
Fee-based Services
收费与否 Fees Debate
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人民已纳过税
费用可能低
预料之外的费额
公众不良反应
计划
培训
目标次序难定
受费标准
Tax as main funding source
Perceived low cost
Unanticipated costs
Negative public reception
Coordination
Training, maintenance
Difficult to establish priority
Quantitative information for
accounting system
Income Generating
收费项目 Fees
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邮寄书籍
录影带费用
畅销书优先费用
预约费用
館際互借
影印文件
监考和公证服务费用
• 办护照
Books by mail
Fee for Videos/DVD’s
Priority fee for best sellers
Fee for holds
Interlibrary Loan
Printing
Exam proctoring and notary
services
Passport Service
收费项目 Fees
• 宠物执照 Service fee for issuing annual
licenses and permits for cats and dogs.
• 非當地居民租用器材费用 Tool loan for nonresident
• 非當地居民借書證 Non-resident Card
Registration
• 會議室或器材租用 Rental fee of Meeting Room
and Equipment
• 圖書館內咖啡室 Coffee Shop
罰款 Fines
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過期罰款
Overdue
遺失陪款
Lost Items
一律數目罰款 Same Charge All Users?
不同數目罰款 Different Charge Based On
Age, or type of materials?
未來趨勢 Future
• 圖書館为社區公益服務的領導
Library as leader in the community
• 圖書館为民众学习电脑技能的中心
Library as learning center for new technology
• 圖書館工作效率強 Work smarter, need to update
strategic plan regularly
• 圖書館配合顧客所需所求 Align Library with customer
wants and needs
• 圖書館是多項功能的團隊 Cross functional teams
• 圖書館員工及組織善於應變 Staff and structure library
in the Age of Continuous Change
欢迎提问/建议
mls.yang@yahoo.com
谢谢