Lockyer-Benzie Maureena
Customer and Community Services City of Swan, Western Australia.
Health Info Libr J. 2004 Sep;21 Suppl 2:36-44. doi: 10.1111/j.1740-3324.2004.00519.x.
The focus of this paper is on an understanding of social exclusion/inclusion: the concept and how a specific public library service, namely the City of Swan Public Library service, has responded to this social issue. The terms social inclusion/exclusion are explored and clarified from an international, Western Australian State Government, and public library perspective. This is followed by a brief overview of Western Australia as an Australian state, and how public libraries operate based on a partnership with the State Library of Western Australia and Local Government. The City of Swan Public Libraries are described in some depth and also portrayed in their local setting namely the City of Swan, a city of extensive growth that offers a unique environment of both rural and urban areas. The concept of social inclusion is then applied to the City of Swan Public Library service and how the library service addresses social inclusion within its physical environment, policies, operations, future planning, programmes and services. This includes the results of a Library Non-user Survey that was conducted in 2001. The aims of this survey were to: ascertain why non-users within the City of Swan do not make use of the library facilities; explore why past members were not using the library services; examine the effectiveness of library promotions; and investigate the access to and usage of the Internet. The paper concludes with a list of the potential social conditions of which public libraries need to be aware in their strategic planning activities so that community members are not excluded from participating and accessing the public library service.
本文的重点在于理解社会排斥/包容：这一概念以及一项特定的公共图书馆服务，即天鹅市公共图书馆服务，是如何应对这一社会问题的。从国际、西澳大利亚州政府以及公共图书馆的角度对社会包容/排斥这两个术语进行了探讨和阐释。接下来简要概述了作为澳大利亚一个州的西澳大利亚州，以及公共图书馆如何基于与西澳大利亚州立图书馆和地方政府的合作来运作。对天鹅市公共图书馆进行了较为深入的描述，并将其置于当地环境即天鹅市中进行描绘，天鹅市是一个发展迅速的城市，兼具农村和城市的独特环境。随后将社会包容的概念应用于天鹅市公共图书馆服务，以及该图书馆服务如何在其物理环境、政策、运营、未来规划、项目和服务中实现社会包容。这包括2001年进行的一次图书馆非用户调查的结果。此次调查的目的是：确定天鹅市的非用户不使用图书馆设施的原因；探究过去的会员不再使用图书馆服务的原因；考察图书馆推广活动的效果；以及调查互联网的接入和使用情况。本文最后列出了公共图书馆在战略规划活动中需要关注的潜在社会状况，以便社区成员不被排除在参与和使用公共图书馆服务之外。
