Question Master: An Evaluation of a Web-Based Decision-Support System for Use in Reference Environments

Abstract

Designed for librarians, Question Master (QM) (at http://purl.org/net/Question_Master) is a decision-support system automating some of the more routine, fact-type reference questions encountered in libraries. A series of Web pages guides librarians through a set of clarifying questions before making recommendations of an appropriate electronic or relevant print resource from WorldCat, the OCLC Online Union Catalog. The goal is to improve the accuracy of reference transactions, which in turn should lead to increased end-user satisfaction. Based on usability studies of QM’s biographical module, this study found that although the system already was easy to use, its usability could be improved in several ways. Its ability to answer questions was 100 percent, with an accuracy rate of 66 percent compared to Weil’s 64 percent accuracy. In addition, QM accuracy was substantially better than most reported studies of real reference environments and certainly better than the Internet results of 20 percent for HotBot and 30 percent for AltaVista.

Models for reader interaction systems

“…(33)...query model: the CD-based version of Science Citation Index [18] allows query-based exploration. (34)...composition model: since hyperlinks are a kind of citation, see 28).…”

“…Question answering systems include FAQ finder (Burke et al 1997 [4]) and closely related systems (e.g. Kulyukin et al 1998 [23]), MURAX (Kupiec 1993 [24]), Pilkington (1992 [33]), and Question Master [34]. Halasz (1987:358-360 [16]) early noted the importance of mining in hypermedia networks.…”