内容聚合、维基百科、社会媒体、博客和即时通讯等Web2.0工具对图书馆而言是极好的服务系统。此实证研究透过焦点团体的三项成果，包括采购系统、使用系统服务和绩效考核，来讨论用政策的、战略的与战术的模式使用Web 2.0工具作为服务2.0应用的情况。然而，这套服务模式存在许多限制，因此我们建议在众多未来案例研究的基础上创建与使用型人来强化目标导向的数字化服务。The Web 2.0 tools such as RSS, Wiki, Social Media, Blog and Instant Messenger are admirable services system for library. This empirical study presents three research results by focus group, includes system stock, using system to service and performance assess, and by using Web2.0 tools, discusses the policy, strategic and tactical models in the application of service 2.0. However, this service model exist many limitations, therefore our recommendation is that creating and using personas based on more case studies in the future in order to enhance goal-orientation digital service.
