“…Jansen, Spink and Saracevic, 2000;Lazonder, 2000;Nicholas, Huntington, Williams and Dobrowolski, 2006), and attempts have been made to develop methods to improve matters (e.g. Lucas and Topi, 2005;Miller, Chabot and Messina, 2009;Walton and Hepworth, 2011).…”