| Summary: | 二十一世紀是志願服務的新世紀，台灣地區的文化機構，早自民國70年開始，即陸續運用志工協助機構推動業務，本論文旨在了解國內公共圖書館與博物館本身特有的屬性、定位、發展歷史與功能等差異，導致其志工制度及運用志工資源之不同，來探討二者對於志工管理的政策、發展過程、現況、優缺點等異同。
本研究採用文獻文析法與深度訪談法，參考國內外相關志工管理的文獻，設計訪談大綱進行深入訪談與分析，訪談對象為台北市立圖書館、國立歷史博物館、國立台中圖書館、國立自然科學博物館、高雄市中正文化中心、高雄市立美術館志工業務承辦人與志工組織的幹部。
本研究發現，公共圖書館與博物館皆十分重視志工資源，各館均有訂定志工管理政策及志工組織章程，並不定期修訂其內容，以符合館方與志工的需求。公共圖書館與博物館之志工管理制度最大之不同為志工的專長與教育訓練課程，公共圖書館志工的專長以說故事、團康活動、資料整理、電腦操作為主；博物館志工的專長以美術、手工藝、導覽解說為主；二者依照工作屬性的需求，安排不同的專業教育訓練課程，圖書館的專業教育訓練課程，如說故事技巧、英語課程、電腦研習、服務禮儀等；博物館以導覽解說技巧、各個展覽前都有特訓、讀書會為主，還有相關藝術、科學、美術知識方面的課程，如素描、水彩、陶藝等。志工可以為館方節省經費與人力，增加與民眾互動，建立良好的形象、帶來活力、增加新的服務，提高圖書館的使用率及博物館參觀人數，提升服務品質等，達到行銷推廣的作用。
根據研究調查結果，提出下列十項建議：1.建立公共圖書館或博物館志工聯盟；2.固定專職的志工業務承辦人；3.開發多元化志工人力資源；4.具體的招募策略，主動出擊；5.建立完整的志工溝通與資料保存制度；6.設計線上教育訓練課程；7.提高誘因，留任人才；8.志工組織獨立自主；9.健全志工網站內容，以發揮其功能；10.志工成為有效資產，而不是負擔。
=== The 21st century is the new century of voluntary service, the cultural organization of Taiwan, had begun since the 70th year of the Republic of China for a long time, namely used the will worker to help the organization to promote the business successively , this thesis aims at understanding differences , such as domestic public library and peculiar attribute , localization , developing history and function of the museum ,etc., the ones that cause its will worker's system and use the will salary source are different, to probe into similarities and differences , such as two policy , evolution , present situation , pluses and minuses to worker's management of the will ,etc..
This research adopts the methods of analyzing literatures and interviewing, consult documents of domestic and international relevant will worker's management, design the interview outline and carry on deep interview and analysis, visit and date it for the Taipei Public Library, National Museum of History, National Taichung Library, National Museum of National Science, Kaohsiung Cultural Center, and the Kaohsiung Museum of Fine Arts.
This research shows that all attach great importance to the will salary source in the public library and museum, every hall stipulates worker's management policy of the will and worker's memorandum of association of will , and revise its content irregularly , the square and will worker's demand by according with the hall . the most different management systems between the volunteer workers of the public library and museum are educational training programs. The professional speciality of the volunteer workers in public libraries are telling stories, group's health activities ,data management, and the computer operation; The annals worker in the museums are at home in explaining in fine arts , handicraft ,and guide; The two arrange different specialized education training programs in accordance with the demand for working attribute . The specialized education training programs of the library are English courses , computer operation , serve the etiquette etc.; The museum mainly focus on the training courses such as the skill of the guide to the exhibition by holding the book clubs, and there are relevant art courses of science and fine arts knowledge such as instance sketch , water colour , pottery art ,etc..The volunteer workers can save the funds and manpower for the hall , increase the interaction with people, set up good images, bring vigor, broaden the service, improve the rate of utilization of the library and visitor number of museums, and make good progress in service quality ,etc., reach the function of market popularization.
The research suggests that: 1. Set up the volunteer alliance in public libraries or museums; 2. Regular and full-time voluntary engineering business undertaker; 3. Develop pluralistic voluntary workers human resources; 4.The concrete tactics of recruiting voluntary workers; 5. Set up a complete voluntary workers communication system and the system of the keeping the materials well; 6. Design the on-line educational training program; 7. Improve the incentive to keep the workers from resignation; 8. The independence of the volunteer organization; 9. Perfect the content of volunteer website , and make it to play an important role; 10. Volunteer become the effective assets , but not the burden for annals.
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