【作者】 梁孟华；

【导师】 胡昌平；

【作者基本信息】 武汉大学 ， 情报学， 2010， 博士

【摘要】 随着国家创新和知识经济的迅速发展,知识创新战略的实施已经被置于国家发展的制高点,我国加大了对信息资源和服务保障体系的建设和投入。在基于信息化的国家经济发展中,知识信息服务业已成为支持自主创新和科技、经济、文化发展与社会进步的先导行业。图书馆知识信息服务已经成为社会发展的重要信息保障,知识创新服务也因此备受关注。为了减少国家经济发展中知识信息服务活动的风险、降低成本、提高能力与效率,必须对知识创新中的信息服务制订科学合理的效益评估体系,挖掘知识信息资源的最大经济效益和社会效益,有效实现国家经济发展中图书馆知识信息资源的最优配置。因此,在现阶段,《图书馆知识信息服务综合评估研究》这一课题的研究将对图书馆信息资源的合理配置、降低资源共享成本以及为国家经济建立完善的信息保障体制,具有现实指导意义。论文在梳理和总结国内外相关研究和实践进展的基础上,论述了图书馆知识信息服务综合评估的理论基础；利用评估相关模型尝试构建了图书馆知识信息服务评估模型；利用评估模型和“十字提取”构建知识信息服务初始指标体系；利用项目分析、信度分析和效度分析、均值计算等统计方法进行初始指标的优选,形成科学合理的优选指标；以武汉大学图书馆文献传递与馆际互借服务开展实证研究,根据实证研究结果发现文献传递服务中存在的不足,进而提出针对性的改进策略。文中附有图44副,表61个。全文约18万字,全文共分8部分主要内容如下：(1)引言主要介绍论文选题的背景与研究意义,研究目标、研究思路、研究内容、研究方法、本文的创新等内容。(2)文献综述图书馆知识信息服务评价研究是国内外近20年来关注的研究重点领域。图书馆知识信息服务评估的标准化和开放化已成为一大发展趋势。国内外与之相关研究的成果主要集中在三方面,即基于知识信息服务的业务流程的效益评估、基于绩效的知识信息服务评估、基于网络化全方位的知识信息服务评估述。本论文分别从这三方面进行国内外相关研究现状以及国内外相关研究述评。(3)图书馆知识信息服务综合评估的理论基础本章主要分三部分论述：第一部分论述知识信息服务及其价值运行。指出知识信息服务,是基于知识内容挖掘的信息服务,是充分体现知识价值及知识性信息增殖的服务,通过提高用户知识应用和知识创新效率来实现知识性信息的价值。因此,知识信息服务的核心价值体现为用户提供有价值和高质量的知识信息,使其提高和保持核心竞争力。论文在此基础上提出基于外部资源信息和内部环境支撑相互作用的知识信息价值运行模型,并讨论其价值运行机制。第二部分论述了综合评估的含义并对知识信息服务综合评估进行了界定。第三部分讨论了基于用户满意度的评价理论、可持续发展理论、投入产出理论、以及系统管理理论对图书馆知识信息服务综合评估活动的影响,以及这些理论如何为图书馆知识信息综合评估工作提供理论支撑等。(4)图书馆知识信息服务综合评估体系的构建本章将详细介绍三种知识信息服务综合评估模式,分析其相应的评估方法和评估模型。即面向结果的知识信息服务评估模式,基于绩效的SCP范式评估分析法以及在知识信息服务评估中应用的优缺点；面向流程的知识信息服务评估模式,基于价值链的PRM效益评估方法以及在知识信息服务评估中的优缺点；最后重点介绍面向结果和流程的知识信息服务综合评估模式,以及选用平衡计分卡作为知识信息服务综合评估的原因和理由。通过以上分析,构建基于平衡计分卡的知识信息服务综合评估模式。通过知识信息服务指标体系确立原则以及“十字聚焦”法思路构建初始指标体系,并说明指标体系指标构成。(5)知识信息服务综合评估的验证实施采用李克特(Likert)五分量表设计专家调查问卷,利用专家调查法调查图书馆知识信息服务专家和专业人员对初始指标的适用性和重要性的认识。利用SPSS13.0软件进行调查数据的统计分析,对重要性程度的数据采用了项目分析、信度分析和效度分析,其中主要依据项目分析和信度分析的结果来对原评估体系的指标进行优选；对适用性程度的数据采用了均值计算、效度分析和信度分析,其中主要依据适用性程度的平均值来对原评估体系的指标进行优选。形成优选指标体系。本章最后论述了指标权重的确定。(6)知识信息服务综合评估应用的优化策略知识信息服务效益评估应用的优化策略包括强调“面向用户需求”的管理理念与管理模式；引入全面质量管理理念,提出基于全面质量管理的知识信息服务组织变革模型,在“四力”模型的作用下图书馆知识信息服务全面质量管理主要包括知识信息服务计划、跨系统管理、日常操作等；从知识信息服务评估组织的原则,构成知识信息服务分层评估系统,完善知识信息服务评估的组织机制。(7)实证研究——武汉大学文献传递与馆际互借服务综合评估应用以武汉大学图书馆馆际互借与文献传递服务为评估项目,对文献传递服务进行现状调查、利用武汉大学图书馆网站进行用户满意度调查；根据知识信息服务指标体系的特点,采取基于主观赋值和客观赋值相结合即基于层次分析法和关联度分析法相结合的方法确定文献传递与馆际互借评估的权重。选取2008年的实际服务数据实施模糊年度综合评估；利用灰色关联法对2003年至2008年文献传递进行发展评估。通过实证研究验证知识信息服务指标体系的实用性。(8)结束语主要是全文研究结论。更多还原

【Abstract】 Along with the rapidly development of national innovation and knowledge-based economy, the implemetation of the knowledge innovation strategy has been placed on the high ground of national development, China has increased its construction and input for the security system of information resources and services. During national economic development based on Information, knowledge and information services have become the support for independent innovation and the pilot of technology, economic and cultural development and social progress. Library Knowledge and Information Services has become an important information assurance of social development, so knowledge and innovative services is for concern. In order to reduce the risk of the knowledge and information service activities, reduce costs and increase service capacity and efficiency in country’s economic development, It is necessary to formulate scientific and rational performancen evaluation system for the information services of knowledge innovation, mining the greatest economic and social benefits of knowledge and information resources, the optimal allocation of the library knowledge and information resources during country’s economic development achieved effectively. Therefore, at this stage, the study about " Comprehensive Evaluation on Library Knowledge Information Services," will be the rational allocation of library information resources, reducing the cost of resource sharing as well as establishing a sound information security system for the national economy, with a practical guide.In the base of carding and summarizing progress of related researches and practice at home and abroad, the paper discusses library knowledge and Information services theoretical basis for a comprehensive evaluation; with using the performance evaluation models tries to construct the library knowledge and information service evaluation model; with using the evaluation model and the " Cross extract "to build the original indexes system of knowledge and information services; with using the item analysis, reliability analysis and validity analysis, the calculation of the mean statistical methods to choice for original indexes to form a scientific and rational optimization targets; with empirical study on Document Delivery and Interlibrary Loan Services in Wuhan University Library, based on empirical studies found that document delivery service shortcomings, and then propose targeted improvement strategies. There are 44 figures and 61 tables attached to this paper. The full text is about 180 thousands words, divided into eight parts, main contents are as follows:(Ⅰ) IntroductionFocuses on the paper’s background and research significance, research objectives, research ideas, research content, research methods, innovations in the content of this paper(Ⅱ)Literature ReviewThe evaluation of library knowledge and information services is an important area for research at home and abroad for nearly 20 years. The standardization and opening of library knowledge and information services has become a major trend. At home and abroad, the results of research which is associated with focused on three aspects:The evaluation of knowledge and information services based on business process, performance and full range of network. This paper will review from these three aspects related to the status and research at home and abroad.(Ⅲ) The theoretical foundation of the comprehensive evaluation on library knowledge and information servicesThis chapter mainly discusses in three parts:the first part is about knowledge and information services and the value running of it. To point out that the knowledge and information services are information services based on knowledge content mining, fully reflects the value of knowledge and the proliferation of knowledge-based information services, by improving the users’ knowledge application and knowledge innovation efficiency to achieve the intellectual value of the information. Therefore, the core values of knowledge and information services is reflected as providing to users valuable and high-quality knowledge and information to enhance and maintain the core competitiveness of it. Then the paper presents the running value model of knowledge and information based on external resource information and internal environment supporting each other, and discusses the value of operating mechanism. The second part discusses the implication of the comprehensive evaluation and defines the comprehensive evaluation of knowledge and information services. The third part discusses user’ satisfaction-based evaluation theory, sustainable development theory, input-output theory, and system management theory which impact comprehensive evaluation activities of library knowledge and information services, as well as how these theories provide theoretical supports to comprehensive evaluation of knowledge and information.(Ⅳ)The construction about comprehensive evaluation system of library knowledge and information servicesThis chapter describes in detail and compares the model of the comprehensive evaluation of library knowledge and information services. First, The evaluation of knowledge and information services based on performance and Structure-Conduct-Performance paradigm used in knowledge and information services; Second, The evaluation of knowledge and information services based on service process and Performance Reference Model used in knowledge and information services; Third, The evaluation of knowledge and information services based on full range of network and the Balanced Scorecard used in knowledge and information services.Through the establishment of principles and extraction Key Performance Indicators to build the original indexes system, and describe indicators form.(Ⅴ) The implementation of comprehensive evaluation on knowledge and information servicesThis chapter designs expert questionnaire with Likert’s One-fifth scale, investigates experts and professionals’understanding on the applicability and importance of the initial indicators, conducts and analyzes the survey data with SPSS 13.0 software. For the data on the extent of the importance, It use item analysis, reliability analysis and validity analysis, which mainly based on the results of item analysis and reliability analysis to choose the original evaluation system of indicators. For the data on the extent of the applicability of the calculation, It uses the mean, validity analysis and reliability analysis to optimize the original evaluation system indicators. Then the preferred indicator system is formed. This chapter discusses the determination of the indexes weight at the end.(Ⅵ) The optimization strategy of evaluation applied on knowledge and information servicesThe optimization strategy of evaluation applied of Knowledge and information services includes the emphasis on "user-oriented demand" management concept and management models; the introduction of total quality management philosophy, the organizational change model proposed based on the total quality management of knowledge and information services,In the "four forces" model, the total quality management of the Library knowledge and information services includes knowledge and information services plans, cross-system management, daily operations, etc.; From the principles of the organization of knowledge and information services, Constitute the hierarchical evaluation system which focuses on efficiency of knowledge and information services, improve the evaluation of knowledge and information services organization mechanism.(Ⅶ) An Empirical Study-Comprehensive evaluation on Document Delivery and Interlibrary Loan Services in Wuhan University LibraryTo investigate the status of Document Delivery and Interlibrary Loan Services in Wuhan University Library, to investigate users’ satisfaction by Wuhan University Library Website. According to the characteristics of the knowledge and information services Index system, To determine the indexes weight of Document Delivery and Interlibrary Loan Services in Wuhan University Library basing on the combination of subjective and objective methods, such as AHP and grey correlation analysis. To implement the annual fuzzy comprehensive evaluation by selecting the actual service data in 2008.To assess Document Delivery from 2003 to 2008 with gray correlation analysis. To verify the usefulness of the knowledge and information services indexes system through empirical studies.(Ⅷ) ConclusionThis part is about on the research results of this paper.更多还原