1. User Mediation & the Reference Interview IS 530 Fall 2009 Dr. D. Bilal

2. User Mediation Aims at identifying and satisfying user information need Involves a series of decision-making steps –from receipt of a user’s query to communication of an answer and/or directions to appropriate tools that may satisfy the need Requires effective communication skills

3. Five Parts of the Interview Open the interview Negotiate the question (as needed) Search for information Communicate the information to the user Close the interview ( Source: Ford, p. 10 )

4. Open the Interview Acknowledge user presence Greet the user Express interest in user query Listen carefully to what the user is saying –Reflect on the message of the query What is the subject matter of the query? What kind of query is it (factual, research, etc.?) Decide whether to negotiate or not negotiate the query. Sometimes no full negotiation is needed and only probing a bit may clarify the need.

5. Open the Interview (cont’d.) If the query message is clear and little or no negotiation is needed, then –identify appropriate types of answer-providing tools –identify appropriate titles within these tools to use –obtain user feedback –If information need is met, end the interview.

6. Negotiation User Question If the user’s query is vague, incomplete, inaccurate, missing pieces of information, or outside the mediator’s knowledge domain, then negotiation is necessary. Much probing is needed to identify the user’s “true” information need.

7. Query Negotiation Guidelines Use open-ended questions in the initial stages of the negotiation. These start with –when, where, how, who, what Use closed questions toward the end of the negotiation, as appropriate. –These lead to Yes or No answers.

8. Query Negotiation Negotiate the subject matter component of the query first Negotiate the other component (information needed about the subject matter) of the query. This may be: Type of information needed Level of information needed (simple vs. complex) Amount of information needed Time period Language Purpose Other factors, as applicable

9. Query Components Each query contains at least 2 components: the subject matter of the query the information requested about the subject matter Example: What is the substance of the Patriot Act? Subject matter: patriot act Information requested: meaning; content

10. Subject Matter of Queries Abbreviation Organization (named) Person (named) Place (named) Term or subject Specific publication

11. Information Requested Date Illustration Numeric information Organization Person Address/location

12. Successful Negotiation Give the patron your full attention. Make the patron feel at ease. Be sensitive to diversity (culture, learning disability, age/maturity level, race, etc.) Follow the patron’s train of thought. Keep an eye contact with the patron. Pay attention to the patron’s nonverbal cues.

13. Successful Negotiation Negotiate the subject matter of the query first. Summarize/paraphrase the patron’s query to ensure mutual understanding. Do not be too quick to determine that the query cannot be answered. Do not interrupt the patron while discussing his/her information need.

14. Successful Negotiation Be objective about the subject matter of the query. Treat all users equally and with respect, regardless of cultural or other backgrounds. Be extra patient with diverse users. Use open-ended questions in the beginning of the negotiation..

15. Search for Information Match user query to appropriate types of APTs Identify specific sources within appropriate APTs Search source(s) identify – involve user during search whether user is physically or virtually present Describe what you’re doing during the search If user is physically present, instruct in use of sources, as appropriate Evaluate search process

16. Communicate Information to User Communicate the answer/relevant information to the user –Push relevant web pages (via web browser) to user if library has digital reference with this feature –Email URLs with relevant information –Provide directions to using information sent Avoid overwhelming user with information

17. Close the Interview Mediator may close the interview when patron has enough information to work with or when answer is found and user is satisfied User may close the interview by thanking you. Encourage user to come back for assistance as needed

18. Why People Ask Questions that Need Negotiation? Inability to formalize need in concrete terms (see Robert Taylor’s steps – next slides) Inadequate knowledge of what is being sought –Levels of need (Robert Taylor) –Sense-making (Brenda Dervin)

19. Why People Ask Questions that Need Negotiation? Uncertainty about the quality of collection, staff knowledge and experience, available information about the topic, controversial topic Cultural barriers Other possible reasons?

20. Taylor’s Levels of Need Q1- Visceral need: the information need is present but has not been consciously expressed within the individual’s mind. The user experiences vague feelings of uneasiness that he/she knows something that he/she does not know.

21. Taylor’s 4 Levels of Need Q2- Conscious need: the user recognizes the information need. The need is translated into a formal statement in the user’s mind. Q3 - Formalized need: the need is described in concrete terms and expressed to the information professional, if this route is taken in seeking a solution.

22. Taylor’s 4 Levels of Need Q4- Compromised need: the query asked may be modified according to the user’s expectations of the library and information professional. If the user asks the question at stage 1 or 2, or when he/she has not clearly defined the need, the query will most likely be vague and will require negotiation.

23. Dervin’s Sense-Making People have a need to make sense of the world or a current situation A need is a state that arises within a person, suggesting some kind of gap that requires filling. The gap is filled by information

24. Dervin’s Sense-Making A search starts with questions directed at making sense of a current situation. Communication is central to “bridge a knowledge gap.” Strategies used are shaped by the user’s conceptualization of both the gap and the bridge, and by answers, ideas, and resources obtained.

25. Dervin’s Sense-Making Affective states (emotions, feelings, attitudes, etc.) are as vital as cognition. Anxiety and uncertainty are reduced as the gap becomes smaller. Bridging the knowledge gap is achieved by questions answered, formed ideas, resources obtained, that can be facilitated by the mediator.

26. Discussion Question How does cultural diversity impact mediation or the reference interview?