Document (#26692)

Author

Dollinger, B.

Title

Computergestützte Benutzerbefragung der UB Augsburg : Methodische Anmerkungen und Perspektiven für Online-Erhebungen

Source

Bibliotheksdienst. 37(2003) H.7, S.876-885

Year

2003

Abstract

Die Durchführung von Benutzerbefragungen gehört zum Bestandteil bibliothekarischer Arbeit. Insofern öffentliche und wissenschaftliche Bibliotheken als staatliche Einrichtungen i.d.R. auf Transferleistungen angewiesen sind, sind entsprechende Erhebungen aus legitimatorischen und professionsspezifischen Gründen unabdingbar. Die in den letzten Jahren angewachsenen Diskussionen um verstärkte Nutzerorientierung, Dienstleistungsmanagement und effektivere Ressourcenbehandlung haben noch deutlicher auf die Notwendigkeit hingewiesen, vom Benutzer oder "Kunden" und seinen Bedürfnissen ausgehend Leistungen und Arbeitsabläufe zu strukturieren (Grenzdörfler 2000). Ein Beispiel gibt die Einführung informationstechnischer Innovationen, die letztlich nur dann im bibliothekarischen Arbeitsprozess institutionalisiert werden können, wenn sie dauerhaft von denjenigen nachgefragt werden, die jeweils als relevante Nutzergruppen zu betrachten sind. Dies bezieht sich auf die inhaltliche Dimension von Erhebungen. Zu ergänzen ist, dass sich die Art und Weise, wie Daten von Nutzern erhoben werden, nicht nur an methodologischen und methodischen Standards, sondern ebenso am konkreten Alltag der Nutzer zu orientieren hat. Die Einführung von "Web-OPACS" und die Verbreitung computerbasierter Möglichkeiten der Informationsbeschaffung hat zu einer weitgehenden (allerdings nicht umfassenden) Vertrautheit der Benutzer mit dem relativ modernen Medium Computer geführt. Gleichzeitig wurden Computer- und internetgestützte Erhebungen in den Sozialwissenschaften etabliert. Bei bibliothekarischen Umfragen ist dieser Wandel noch nicht vergleichbar nachvollzogen, meist werden sog. Paper-and-pencil-Befragungen durchgeführt, also Fragebögen eingesetzt, die schriftlich auszufüllen sind (so etwa jüngst im komparativen Erhebungsprojekt nordrheinwestfälischer Universitätsbibliotheken, vgl. Follmer u.a. 2002). Dabei dürfte der in größeren Bibliotheken mittlerweile als selbstverständlich anzunehmende Umgang mit Computern für die Zukunft nahe legen, diese auch in den Erhebungsprozess einzubringen und Umfragedaten demgemäß zu eruieren. Die von der Universitätsbibliothek Augsburg unternommene Benutzerbefragung realisierte in diesem Sinne eine Online-Erhebung, der im Bereich der Methodik bibliothekarischer Umfragen exemplarischer Charakter zukommen kann.

Theme

Informationsdienstleistungen

Location

D
Augsburg

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