© Tefko Saracevic, Rutgers University

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Mediation inlibrarianship &

information retrieval

Reference interview

Human-human interaction

Question negotiation

© Tefko Saracevic, Rutgers University

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Processes In reference:

reference interview– long standing concern– a basic & major professional skill of

librarians– mostly prescriptive, some theories

from communication In information retrieval (IR):

question analysis

user-intermediary interaction– connected with human-computer

interaction (HCI)– also prescriptive, theories from HCI

& cognitive science

© Tefko Saracevic, Rutgers University

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Reference interview

Broader context:

Interview and interviewing as treated in a number of fields– theories from communication

interpersonal, social interaction

– theories and practices from sociology - among main methods

– theories and practices from journalism

– ethical concerns

© Tefko Saracevic, Rutgers University

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Reference interview ...

Dyadic & (usually) face-to-face or by phone

Reference interview characteristics:– purposive by both participants– restricted subject(s)– relies on questions - answers

for diagnosis– situation bound; social – possible counseling aspects– connected to informational

outcome - level, quantity, type ...

© Tefko Saracevic, Rutgers University

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Elements to worry about

User Problem, task Inf. need Knowledge Intent Demographics

Librarian Comm. skills Knowledge

– subject– inf. resources

Affective Intent

Library

• Inf. resources

• Situation, set-up

• Policies, rules

Results

• Effectiveness, validity, reliability

© Tefko Saracevic, Rutgers University

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Diagnosis

Taylor’s classification of information needs:– Visceral - unexpressed– Conscious - within mind– Formalized - statement– Compromised - as presented

Types of questions asked:– Closed

‘yes - no’; ‘this-that’ answers

– Open ‘tell me more about project ...’

– Neutral assessing situation, gaps, uses

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Counseling, enabling

Users often do not have– well defined problem– well expressed or specific question– ideas what inf. or resources exist

or may be useful– what to do next, as to information

or sources Counseling:

– help in definition, focusing– advice on action

Enabling:– instruction on use, technology,

structure of resources ...

© Tefko Saracevic, Rutgers University

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Studies of reference

Process– what goes on? Stages?

– reformulations, refinements

– still an art, not fully understood Types of questions

– most asked are closed Communication aspects

– verbal & non-verbal

– progress in discourse

– affective, attentive behavior Results

– validity, reliability, satisfaction

– statistics, costs

© Tefko Saracevic, Rutgers University

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IR - problems addressed

Provide the users with effective access to & interaction with information resources.

1. How to organize inf. intellectually?

2. How to specify search & interaction intellectually?

3. What systems & techniques to use for those processes?

© Tefko Saracevic, Rutgers University

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Mediation in IR

UserInterface Computer

Dyadic model

Triadic model

User

Computer

InterfaceIntermediary

(human interface)

© Tefko Saracevic, Rutgers University

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Elements to worry about

‘Computer:’– stands for a number of things

hardware, software inf. resources; meta information

Interface:– inf. to & from computer– commands, display, navigation

User:– factors as in previous slide– visualization

Intermediary:– acts as additional interface– factors as in previous slide

© Tefko Saracevic, Rutgers University

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Roles of intermediaries

Traditional mastering

– interfaces

– databases

– technology

searching for users

diagnosis– question

analysis

counseling packaging &

delivery of results

Evolving

(due to rise in end-users)

mastering– networking

instruction assisting guiding enabling inf. resources

– selection etc.

system admi-

nistration

© Tefko Saracevic, Rutgers University

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Stages in user - intermediary discourse

Presearch interview– opening gambit; socialization– modeling of user; db selection– explanations by intermediary

Online search interaction(if user present during searching)

– tactical maneuvering; changes– terms, search tactics; db– feedback; reiteration - dynamic– explanations by both parties

Closure– closing downdrift– focusing on output; evaluation– delivery; advising - next steps

© Tefko Saracevic, Rutgers University

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Discourse categories

Context

Terminology

System explanations

Search tactics

User problem, task

Request, inf. need

Expectations

Concepts & terms

Boundaries

Restrictions

How, what, when ..

Features, databases

Selection, variation– terms, logic,

databases

Mistake correction

© Tefko Saracevic, Rutgers University

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Discourse categories (cont.)

Review & relevance

Actions

Backchannels

Social/ extraneous

Review, evaluation– tactics, terms,

sources ...

Relevance judging

Feedback

Description of activities

Explanations

Communication prompts, fillers, acknowledging ..

Social discourse

Formalities

© Tefko Saracevic, Rutgers University

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Art of interviewingpurposive social interaction

Situational factors– setting, physical environment– rules, regulations, ethics– appearance, demeanor

Communication skills– semantics; language – expression, delivery– nonverbal communication– turn taking– encouragement; backchannels

Social factors– establishing confidence– rapport

© Tefko Saracevic, Rutgers University

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Interviewing ...

Strategies– progression in stages– opening moves

setting an agenda, stage

– exploration, guidance– maintaining focus. re-focusing– feedback, re-iteration– closure

Content, questions– from categories in other slides– role of explanation of choices

© Tefko Saracevic, Rutgers University

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Examples from a study

40 users; question each 4 intermediaries; triadic HCI regular setting videotaped, logged 48 hrs of tape (72 min. avrg)

– presearch: 16 min avrg.– online: 56 min avrg.

User judgments: 6225 items– 3565 relevant or part. relevant– 2660 not relevant

Many variables, measures & analyses

© Tefko Saracevic, Rutgers University

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Categories Intermediary User Total

Context 565 5% 1102 11% 1667 8%

Terminology 1265 10% 904 9% 2169 10%

System expl. 1399 12% 625 6% 2024 10%

Tactics 3360 30% 1680 17% 5040 24%

Rev./Rel/ 1996 18% 1825 19% 3821 18%

Action 1554 14% 399 4% 1953 9%

Backchan. 1179 10% 3179 33% 4358 21%

Total 11318 100% 9714 100% 21032 100%

% of Total 54% 46% 100%

What do they talk about ?(number of utterances)

© Tefko Saracevic, Rutgers University

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Type of questions asked

Categories User Intermediary Total

Terminology 266 31% 817 53% 1083 45% Output/

evaluation 67 8% 344 22% 411 17%Search proc.

tech. asst. 176 21% 32 2% 208 9%

Databases 143 17% 57 4% 200 8%

Context 0 172 11% 172 7%

Social 79 9% 71 5% 150 6%

Backchan. 40 5% 50 3% 90 4%Other inf.services 28 3% 12 1% 40 2%

Action 32 4% 0 32 1%

Online issues 21 2% 2 .1% 23 1%

Total 852 100% 1557 100% 2409 100%

% of Total 35% 65% 100%

© Tefko Saracevic, Rutgers University

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Conclusions

Interaction: complex process Requires varied knowledge &

skills of intermediaries:– communication, interviewing– diagnosis, counseling– inf. resources, meta inf.– systems, networks

Intermediaries role changing In IR: terminological imperative

– most talked & asked But: GREAT FUN &

SATISFACTION

22© Tefko Saracevic, Rutgers University

Thank youGraciasDankeMerciHvala