Search interview techniques and information gain as antecedents of user satisfaction with online bibliographic retrieval

Abstract

The purpose of this research study was to undertake a systematic investigation into the relationships among:(1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliographic citations; (2) the amount of new informatlon gained by the user as a result of the search; and (3) the user's ultimate satisfaction with the quality of the items retrieved. A series of controlled ex. periments were conducted to explore the effects of two interview techniques: the conscious use of "open" and "closed" questions and the use of pauses of dlfferent lengths by the search analyst during the online negotiation interview. Data were collected on various aspects of the user's need for information, the value helshe placed upon new knowledge, and the consequences of inadequate information. The analytical technique used was path analysis. While search analysts displayed no difficulty in asking open and closed questions, they found considerable difficulty in controlling the lengths of pauses. Among the findings were the followlng: the ask. ing of open and closed questions had a modest effect on the amount learned by the users; the type of pause did have a significant effect on the amount clients learned; average user satisfaction was higher when open questions were asked; overall satisfaction was lower when moderate pauses were used; those learning most about their topic were, overall, more satisfied than those who learned less; those placing high importance on the information obtained tended to have lower satisfaction scores.

The Effects of Librarians’ Behavioral Performance on User Satisfaction in Chat Reference Services

“…22 Consistent with previous findings, this study also found that user satisfaction was higher when librarians demonstrated listening behaviors than when they did not. Cordial and receptive listening also was found to be a significant positive predictor of user satisfaction.…”

Search Intermediary Elicitations During Mediated Online Searching

“…Many studies have focused on the benefits of librarians asking open questions with little structure as opposed to closed questions with a tight structure during reference interviews (Katz, 1987;King, 1972;Lynch, 1978;McFayden, 1975;Taylor, 1968). Researchers have examined many aspects of online reference interviews, including neutral questioning (Dervin & Dewdney, 1986), evaluation of intermediaries' communication behavior (Auster & Lawton, 1984;Markey, 1981), and dialogue between search intermediaries and patrons (Cochrane, 1981;Crouch & Lucia, 1981;Horne, 1990;Ingwersen, 1982). Brooks (1986) investigated the features of an intelligent interface simulating the functional behavior of a good search intermediary.…”

Current State of Digital Reference in Primary and Secondary Education

“…Studies of the search interviews that intermediaries conduct with patrons before conducting online 1 See for example, the National Agricultural Library InterNic service provides an HTML form modeled on reference interview templates (http://www.agnic.org/orsp/) and the Virtual Reference Desk (http://www.vrd.org/) provides online reference support. searches (e.g., [4]) and investigations of professional intermediaries actually conducting searches in online databases (e.g., [7]) demonstrate the conceptual challenges of reference services. More than a decade of research at MIT on the Intrex and Conit systems to automate online searching (e.g., [15]) illustrates the complexities of online interactions and the need for user support in using online services.…”

“…Additionally, these tools will help creators consider storage and retrieval issues at the time of creation rather than as add-ons after the fact (e.g., tools may assist in adding metadata, provenance, and citations), and specify user options such as display modes, language translations, and required sequences or related materials. Just as the WWW has allowed anyone with Internet access to publish simple web pages, a sharium will allow anyone to "check out" and use style sheets, XML DTD's, and other templates to facilitate creation and contribution of new products 4 . These capabilities will expand DL service to the creation phase of the information life cycle.…”