| Summary: | 碩士 === 國立臺灣大學 === 圖書資訊學研究所 === 94 === Among five kinds of libraries, the public libraries possess the most multiple readers, the problem incident caused by whom is like the epitome of social problems. Under the principles of protecting general use of information, avoiding personal depreciation, and the misuse of labeling, most scholars still adopted “problem readers” as the research issues while dealing with problem behavior, and problem incidents inside the libraries; although, it was controversial to regard readers who caused the problem incidents as the problem readers.
The service principle of the public libraries does not discriminate readers by their backgrounds. The public libraries allow all types of readers to use their equipment and resources without unreasonable restriction. Underclass and unprivileged people are welcome as well. The causes of problem readers are under the influence of interaction of individuals and situations. Dealing with problem incidents has become the spotlight for library management. In order to consider the openness and general use of information, doing research in norm and treatment toward problem readers and behavior inside the libraries has become an important topic.
In recent years, the studies on problem readers in Taiwan public libraries have emphasized on the law issues concerning how to define the problem behavior and to deal with the problem incidents. Compared with foreign studies, domestic studies on problem readers are still insufficient. This study discovers that the causes and types of problem readers in Taipei area are complicated, especially for problem readers’ backgrounds, which became an obstacle to understand the cases. Knowledge of social work, psychology, law, personal working experience, and on-the-job training can reinforce librarians’ ability to deal with incidents and can improve service skills. Moreover, the arrangement of human resources and the establishment of crisis management and communication of relative assistant institutions are helpful to maintain the libraries and handle the incidents. Many interviewees consider it necessary to establish norm and policy for treatment. The author also drafted a norm for unacceptable behavior and model of treatment in this study for public librarians’ reference.
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