ปัจจัยความสำเร็จในการจัดบริการของห้องสมุด มหาวิทยาลัยในประเทศไทย

Abstract

The purposes of this research were to 1) study conditions of service provision of university libraries in Thailand and 2) study success factors in the provision of university library services in Thailand. Qualitative research methods was employed to collect data from 5 specified university libraries in each Thai regions, including 1) Office of Academic Resources, Chulalongkorn University; 2) Mahidol University Library & Knowledge Center; 3) Chiang Mai University Library; 4) Khon Kaen University Library; and 5) Khunying Long Athakravisunthorn Learning Resources Center, Prince of Songkla University. Research tools were semi-structured interview forms. The sample group divided into 2 groups: service providers (executives, head of service department, information professionals) and library users (undergraduate and graduate students), 50 people in total. The research findings of library service conditions were as follows: 1) Information resources services: there is a policy of providing information resources services in accordance with courses offered and increasing an amount of electronic information resources in the future. The overall user satisfaction of library services was at a high level. 2) Information professionals: there was a career path consistent with the library's strategic plan and enhance service experience to meet the needs of users. The overall user satisfaction of information professionals was at a high level. 3) User management were done by (1) user studies both service systems and at service points, (2) collecting statistics of library services, employing a concept of customer relationship management, and allowing library users to participate in a service design. 4) Library service: in order to meet needs of users, the user study was brought into the design of service. 5) Service technology: the university libraries employed several technologies, such as technology for information resource management, technology for accessing information resources, technology for facilitating the staffs' working. The overall user satisfaction of service technology was at a high level. 6) Service area management: there mostly were 24-hour reading area, area supporting teaching and research, collaborative work space, and learning space. The overall user satisfaction were at a high level. (7) Users' facilities were lending new technological equipment, theater, food and beverage, printers, scanners, photocopiers, prayer rooms. The overall user satisfaction was at a high level. 8) Information service management: the university libraries have employed the quality management cycle (PDCA); they developed library service-evaluation planning and the evaluation results were used to improve library services. The research findings of the 7S’s McKinsey concept for service success and the integration of excellent service concepts showed that each sample group had different opinions. The executives considered the most important success factor was the strategic factors, including marketing strategy and proactive service, technology, personnel, strategies in accordance with the university vision, and cooperation networks. The head of service department considered the most important success factor was the flat service department structure, which benefit to the service work and focus on the changing user behaviors and information technology as well as reaching users. Information professionals considered the service department structure and service department personnel, whose competence were in three areas: 1) skills (a marketer, technology, foreign language, teamwork); 2) attitude (service mind and creativity 3) knowledge (profession knowledge and administration and information resources and common knowledge.