Virtual reference/query log pairs: a window onto user need

Abstract

PurposeThis study seeks to investigate users' virtual reference queries in concert with their search histories to better understand user needs and motivations.Design/methodology/approachThe paper initially examines one semester of data, including both search histories and user questions, from a database platform virtual reference service. These data were used to develop categories of frequently occurring search problems. One year of further data (n=90) is then coded and analyzed with these categories for problems exhibited in search histories and user questions.FindingsIt was found that one‐third of users display a misunderstanding of what content they could expect to find in library databases. Users treated the databases examined as a one‐stop shop for their daily information needs. There was a positive correlation between number of databases simultaneously searched and number of searches users performed before seeking help. Additionally, it was found that users recognize when they have problems with search strategy, but they are disproportionally concerned with term selection as the cause of their trouble rather than other problems with search mechanics (i.e. Boolean operators.)Practical implicationsThe results of this study illustrate commonalities in users' expectations of what they may search for, find, or do in a database. It shows what tends to lead users to seek help with their searching, exposes how the systems can lead users astray, and illustrates basic misunderstandings of what content can be found in library databases.Originality/valueThis study is the first virtual reference study that examines users' search histories in concert with their reference queries.

Library instruction and information literacy 2011

“…15-9 Introduces the ADDIE model (Analysis, Design, Development, Implementation, and Evaluation), Merrill's First Principles of Instruction, Gagne's Nine Events of Instruction, Seven Principles for Good Practice in Undergraduate Education, the three learning theory perspectives (behavioral, constructivist, and cognitivist), and library specific models including Kuhlthau's Information Seeking Process, Dervin's sense-making methodology, and Keller's ARCS model (Attention, Relevance, Confidence, and Satisfaction). Collard, S. and Whatley, K. (2011), "Virtual reference/query log pairs: a window onto user need", Reference Services Review, Vol. 39 No.…”