近年來，群眾外包興起，成為新的志工投入形態。由於線上志工分佈各地，組織得以號召更廣泛的志工群，但也因此面臨志工滿意度與志工留任的管理議題。本研究以TED開放翻譯計畫為例，透過問卷與深度訪談了解志工對於線上開放翻譯計畫的期待與滿意要素。利用Kano二維滿意度模型，本研究將滿意要素依五大面向，包括溝通品質、組織支持、基礎建設、工作內容與團體融合度，研究其對滿意度的影響。分析結果得出兩項一維滿意度要素，對滿意度與不滿意度皆有影響；七項當然要素，若未具備將使得滿意度下降；以及五項能夠提升志工滿意度的魅力要素。其中，線上開放翻譯計畫若能夠讓志工看見其貢獻的價值，最能夠大幅提升志工滿意度，而若未能建置容易操作的翻譯平台，則對滿意度有最負面的影響。此外，負責管理各語言社群的志工和受過翻譯訓練的志工對線上開放翻譯計畫的期待與一般志工有些許不同。整體而言，本研究的134位翻譯志工對TED開放翻譯計畫滿意度偏高，尤其滿意翻譯內容和學習新知識的機會。

Crowdsourcing has emerged in recent year as a new form of volunteering activity. The distributed nature of online volunteers enabled organizations to mobilize talents from around the world, but in the meantime, generated concerns over how to manage volunteer satisfaction and ensure project sustainability. This research uses the TED Open Translation Project as an example, and sets out to identify key volunteer requirements for a successful online volunteer project through quantitative survey and in-depth interviews. Using the Kano’s model of satisfaction, attributes along five dimensions—Communication Quality, Organization Support, Infrastructure, Work Assignment and Group Integration are investigated. Analysis shows that two attributes (One-dimensional factors) may impact both satisfaction and dissatisfaction. Seven factors (Must-have factors) may lead to dissatisfaction if not provided, and five factors (Attractive factors) can enhance volunteer satisfaction when provided. Specifically, allowing volunteers to see the impact of their contribution can create the highest satisfaction, and failing to provide a user-friendly translation platform will potentially bring the greatest dissatisfaction. In addition, volunteer translators who act as Language Coordinators in their local TED communities and volunteers with translation training backgrounds have slightly different expectations for the volunteering project. Overall, the 134 volunteers who participated in this research are satisfied with their experience with the TED Open Translation Project, especially with its interesting content and learning opportunities.

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