Journal of Documentation

Unanswerable questions at the IPL: user expectations of e-mail reference : Table of Contents

Lynn Westbrook — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – In a 31-month period, 1,184 questions addressed to the Internet Public Library's (IPL) reference service remained unanswered on the grounds that they were “out of scope”. This paper aims to analyze the questions as artifacts of users' expectations to better chart the distinction between user and librarian views of reference service. Design/methodology/approach – Each question is examined to identify two user expectations, i.e. what kinds of information librarians could provide and what kinds of needs librarians could help meet. Emergent coding with a code-recode rate of 97 per cent identifies 23 types of expected librarian assistance and 28 characteristics of expected applications of that assistance. Findings – Users expect IPL librarians to provide personal advice, analysis, facts, procedures, instruction, technology guidance and evaluation. IPL librarians are expected to help users in making decisions, solving problems, completing processes and developing understanding. Research limitations/implications – Limitations include the use of a single coder and the use of single institution's data set. Mapping these user expectations suggests a need for librarians to consider further development of reference service in terms of its judgment, form, and involvement parameters. Practical implications – Reference service policies and training should be examined to enhance librarians' abilities to consider judgment, form, and involvement parameters primarily from the user's perspective. Originality/value – This paper analyzes that which is rarely seen, i.e. e-mail reference questions which are considered beyond the scope of service. Additionally, the IPL question pool provides a broader range of user mental models than would be found in any geographically bound institution.

Have we made any progress? Catalogues of the future revisited : Table of Contents

Alenka Šauperl, Jerry D. Saye — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – Library online public access catalogues (OPACs) are considered to be unattractive in comparison with popular internet sites. In 2000, the authors presented some suggestions on how library catalogues should change. Have librarians actually made their OPACs more user-friendly by adopting techniques and technologies already present in other information resources? This paper aims to address these issues. Design/methodology/approach – The characteristics of four OPACs, one online bookstore and two internet search engines are analyzed. The paper reviews some of the changes and directions suggested by researchers and adds some of authors own. All this is in the hope that library catalogues will survive “Google attack.” Findings – Changes are identified in the information services studied over a seven-year period. Least development is found in library catalogues. Suggestions are made for library catalogues of the future. Research limitations/implications – A library catalogue, a web search engine and an internet bookstore cannot be compared directly because of differences in scope. But features from each could be fruitfully used in others. Practical implications – OPACs must be both attractive and useful. They should be at least as easy to use as their competitors. With the results of research as well as the knowledge librarians have many years, the profession should be able to develop better OPACs than we have today and regain lost ground in the “competition” for those with information needs. Originality/value – A comparison of OPAC features in 2000 and 2007, even if subjective, can provide a panoramic view of the development of the field.

Dimensions of tasks: influences on information-seeking and retrieving process : Table of Contents

Iris Xie — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – Previous research has demonstrated that task is the driving force for information retrieval (IR). However, few studies investigate how people engaged in work and search tasks define their decisions and behaviors in the IR process. The purpose of this paper is to investigate how dimensions of tasks affect the information-seeking and retrieving process. Design/methodology/approach – In total, 40 participants are recruited for the two studies conducted in a corporate setting as well as an academic setting. Multiple methods are applied to collect data related to participants' tasks and the information-seeking and retrieving process: web surveys, questionnaires, diaries, and telephone interviews. Both qualitative and quantitative data are analyzed. Findings – This paper identifies nature (routine, typical, and unusual), stages (pre-focus, formation, and post-focus), and timeframe (extremely urgent, urgent, and non-urgent) as dimensions of work tasks as well as origination (self-generated and assigned), types (updating information, looking for specific information, looking for items with common characteristics, and looking for known items), and flexibility (very flexible, flexible, and inflexible) as dimensions of search tasks. Moreover, the relationships between dimensions of work and search tasks and the information-seeking process – in particular, the extent of planning, the application of different types of information-seeking strategies, and shifts in search-task-related goals – are explored. Originality/value – This paper fills in a gap in current research – the impact of dimensions of task on the information-seeking and -retrieving process.

Towards “metacognitively aware” IR systems: an initial user study : Table of Contents

Genevieve Gorrell, Barry Eaglestone, Nigel Ford, Peter Holdridge, Andrew Madden — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – The purpose of this paper is to describe: a new taxonomy of metacognitive skills designed to support the study of metacognition in the context of web searching; a data collection instrument based on the taxonomy; and the results of testing the instrument on a sample of university students and staff. Design/methodology/approach – The taxonomy is based on a review of the literature, and is extended to cover web searching. This forms the basis for the design of the data collection instrument, which is tested with 405 students and staff of Sheffield University. Findings – Subjects regard the range of metacognitive skills focused on as broadly similar. However, a number of significant differences in reported metacognition usage relating to age, gender and discipline. Practical implications – These findings contribute to the long-term aims of the research which are to: develop a model of the actual and potential role of metacognition in web searching, and identify strategic “metacognitive interventions” that can be built into an intelligent information retrieval system, driven by the model, capable of enhancing retrieval effectiveness by compensating for metacognitive weaknesses on the part of the searcher. Originality/value – The value of the paper lies in: the consideration of metacognition in the context of web searching, the presentation of an extensible taxonomy of metacognitive skills, development and testing of a prototype metacognitive inventory, finding of significant differences in reported metacognition usage according to age, gender and discipline, and reflection of the implications of the results for future research into web searching.

Describing engineering documents with faceted approaches: Observations and reflections : Table of Contents

Peter J. Wild, Matt D. Giess, Chris A. McMahon — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – The purpose of this paper is to highlight the difficulty of applying faceted classification outside of library contexts and also to indicate that faceted approaches are poorly expressed to non-experts. Design/methodology/approach – The faceted approach is being applied outside of its “home” community, with mixed results. The approach is based in part on examination of a broad base of literature and in part on results and reflections on a case study applying faceted notions to “real world” engineering documentation. Findings – The paper comes across a number of pragmatic and theoretical issues namely: differing interpretations of the facet notion; confusion between faceted analysis and faceted classification; lack of methodological guidance; the use of simplistic domains as exemplars; description verses analysis; facet recognition is unproblematic; and is the process purely top-down or bottom-up. Research limitations/implications – That facet analysis is not inherently associated with a particular epistemology; that greater guidance about the derivation is needed, that greater realism is needed when teaching faceted approaches. Practical implications – Experiences of applying faceted classifications are presented that can be drawn upon to guide future work in the area. Originality/value – No previous work has reflected on the actual empirical experience used to create a faceted description, especially with reference to engineering documents.

Informing practice: information experiences of ambulance officers in training and on-road practice : Table of Contents

Annemaree Lloyd — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – The purpose of this paper is to present findings of an enquiry into the use and experience of information, in learning to become an ambulance officer. The paper aims to explore how the information environment is constituted for novice and experience practitioners. The paper also aims to consider what type of information is considered important by novice and experienced practitioners in learning about practice and profession. Design/methodology/approach – The study is approached from an information literacy (IL) perspective, where IL is viewed as the catalyst for learning about work and professional practice. It draws on constructivist-influenced grounded theory method to explore how an IL experience is constituted for the worker. Findings – Three modalities of information which inform practice are described. IL is illustrated as more than just an experience with text or skills-based literacy. It is viewed as socio-cultural practice which is shaped by discourse. Research limitations/implications – The research was limited to an in-depth exploration of one professional group in one geographic location. Practical implications – The study highlights the value of an IL approach to understanding how information is experienced in a workplace context. Originality/value – This paper reports original research of significance to information professionals and educators.

Relationship among activities and problems causing uncertainty in information seeking and retrieval : Table of Contents

Sudatta Chowdhury, Forbes Gibb — Sun May 03 14:15:07 BST 2009

Abstract:
Purpose – This paper aims to argue that different types of uncertainty are associated with information seeking and retrieval (IS&R), and that, with the proliferation of new and different search tools, channels and sources, uncertainty, whether positive or negative, continues to be a significant factor in the search process. The paper aims to report on one part of an ongoing research that aims to study correlations among a series of information-seeking activities and information-seeking problems that cause uncertainty amongst users in academic environment. Design/methodology/approach – An online questionnaire is used to collect data from users in the higher education sector. Quantitative analysis is carried out on the data collected through an online questionnaire distributed through eight online mailing lists comprising a total of 3,607 registered users. A total of 668 responses are returned from three categories of respondents: academic staff, research staff and research students. Pearson's correlation coefficient is used to study correlation among the activities and problems that cause uncertainty in IS&R. Findings – This research shows that uncertainty may occur in course of a number of information-seeking activities, and may also be created because of some problems associated with information seeking. Some of the activities and problems that caused uncertainty have significant correlations. There is also a correlation between information-seeking activities and gender and disciplines, though there is little correlation between information-seeking activities and age, information and communication technology (ICT) skills, and user categories. There is also a correlation between information-seeking problems and ICT skills, gender and user categories, but there is less correlation between information-seeking problems and age. Information-seeking activities and information-seeking problems that cause uncertainty have a significant correlation with disciplines and gender. Furthermore, it is noted that information-seeking activities caused less uncertainty for users in the discipline of computer and information sciences compared to the other chosen disciplines such as business and management, and arts and humanities. Originality/value – This research for the first time aimed to study which information-seeking activities and problems cause uncertainty and how they are correlated.