【正文】 。再者圖書館組織是否應(yīng)持續(xù)地進行評估，在政策面亦不明朗因為這牽涉到年度預(yù)算、設(shè)備軟體及合約服務(wù)期限等問題。但報表上的系統(tǒng)資源使用率資訊必須經(jīng)過仔細(xì)的分析及轉(zhuǎn)換才能提供圖書館管理者有用的資訊。當(dāng)電腦效能的管理與圖書館管理分開時，要建立系統(tǒng)績效的影響因素關(guān)連圖時是相關(guān)困難，更不用說當(dāng)問題發(fā)生時會去更正。這種情況可由一連串的原因觀察得到。現(xiàn)在大部分的系統(tǒng)均會提供意見反應(yīng)的功能給使用者傳送訊息給系統(tǒng)管理者或館員。 ? Some online systems offer the option for users to send unsolicited ments to librarians or system designers. In some cases, system administrators post an address to encourage users to report bugs or anomalies they encounter while searching the system. Therefore, the ment option is a valuable tool in problem identification. Current systems monly offer an option that enables users to send mail message from within the system to system administrators or other staff who work closely with various aspects of the catalog. ? 某些線上系統(tǒng)提供使用者傳送自發(fā)性的建議給館員或系統(tǒng)設(shè)計者。 特定群組的訪談通常使用於市場研究或收集特定群組對產(chǎn)品及潛在產(chǎn)品的看法。 ? In parison with questionnaires and transaction log analysis, interviews can provide a more intimate view of the user’s perspective on the system under examination. ? 相較於問卷調(diào)查及線上交易記錄分析，訪談法可以提供使用者對系統(tǒng)更詳細(xì)更深入的觀點。 ? Survey questionnaires enable the collection of data about user satisfaction with a system or specific aspects of it, searching preferences and attitudes, demographic data about users, and the level of skills or knowledge that users possess. ? 從問卷亦可以收集到使用者對系統(tǒng)的滿意度及使用觀點，如搜尋偏好及搜尋態(tài)度、使用者的人數(shù)統(tǒng)計以及使用者的資訊素養(yǎng)等。這樣的技術(shù)已被使用為評估是否使用者的認(rèn)知或態(tài)度會影響搜尋結(jié)果其效率與否。直接觀察法必需有多人觀察收集資訊且結(jié)合其他的抽樣等收集方法才能具備有用性。 ? It is important to employ valid sampling techniques in conjunction with observation in order to obtain reliable data on which management decisions can be based. For examples, if one wants to know how many times users have to wait in line to use terminals in the reference room, one obviously cannot rely solely on the observations of a single librarian who only staffs the reference desk fifteen hours per week, between 8 . and 5 ., Monday through Friday. Direct observation can be useful, only its own or to supplement other methods, when appropriate sampling methods are employed and input is received from more than one observer. ? 使用直接觀察法必須結(jié)合其他的抽樣技術(shù)以得到可靠性的資料，這樣方能提供管理決策使用。評論家認(rèn)為這類方式是不符科學(xué)方式 (僅收集符合研究者論點的資訊 )。 ? Although it is rarely acknowledge, direct observation is perhaps one of the most monly employed techniques for collecting information about online system users. Critics often suggest that observation is an unscientific way of gathering only the information needed to support one’s own views. The technique need not be flawed。最明顯的例子是觀察並分析 help指念的使用狀況。甚至對圖書館人員及管理者而言缺乏時間去分析這項的訊息。另一個限制是在跨系統(tǒng)的比較上， TLA並不適合且無法顯示相同的特性。 ? An annotated bibliography by Peters et al.(1993b) and a review article by Simpson (1989) serve as two excellent sources of further information about TLA. ? 使用 TLA的著名文獻有 Peters et al.(1993b) 以及 Simpson(1989)是兩篇相當(dāng)優(yōu)秀參考來源，可以做為未來的 TLA研究。交易記錄分析在 1970年代被視為分析使用者與線上型錄 (選單 )間互動的工具。至少有三種方式是可行的：直接檢視交易記錄檔、直接觀察使用者在終端機操作的情形、或者以影音錄製使用者使用系統(tǒng)績效的情形。諸如，以訪談方式或在研究者督下進行系統(tǒng)測試。這種觀察法使用者不會被問及有關(guān)使用系統(tǒng)的任何問題，而這主要的目的在於讓使用者處於自然的環(huán)境下，評估使用者的活動。 ? The interaction between the user and the system can be the subject of study for a number of purposes. The studies discussed in this chapter are carried out to learn more about how a system is used and to improve its performance. Many possible methods are applicable. Unobtrusive measures gather data while library patrons are actually using the system. User may or may not be aware that their keystrokes, or other actions, are being recorded or observed. The methods are unobtrusive in the sense that users are not being asked any questions and are not required to do anything they would not otherwise be doing. ? 基於許多目的，使用者與系統(tǒng)的互動可以做為研究主題，而本章主要是探討如何提昇效益。 ? Userinvolved Evaluation: For over twenty years, a growing body of research based on information scie