© Tefko Saracevic, Rutgers University1 Mediation in librarianship & information retrieval Reference interview Human-human interaction Question negotiation

© Tefko Saracevic, Rutgers University2 Processes u In reference: reference interview –long standing concern –a basic & major professional skill of librarians –mostly prescriptive, some theories from communication u 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 University3 Reference interview u Broader context: Interview and interviewing as treated in a number of fields –theories from communication v interpersonal, social interaction –theories and practices from sociology - among main methods –theories and practices from journalism –ethical concerns

© Tefko Saracevic, Rutgers University4 Reference interview... u Dyadic & (usually) face-to- face or by phone u 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 University5 Elements to worry about User u Problem, task u Inf. need u Knowledge u Intent u Demographics Librarian u Comm. skills u Knowledge –subject –inf. resources u Affective u Intent Library Inf. resources Situation, set-up Policies, rules Results Effectiveness, validity, reliability

© Tefko Saracevic, Rutgers University6 Diagnosis u Taylor’s classification of information needs: –Visceral - unexpressed –Conscious - within mind –Formalized - statement –Compromised - as presented u Types of questions asked: –Closed v ‘yes - no’; ‘this-that’ answers –Open v ‘tell me more about project...’ –Neutral v assessing situation, gaps, uses

© Tefko Saracevic, Rutgers University7 Counseling, enabling u 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 u Counseling: –help in definition, focusing –advice on action u Enabling: –instruction on use, technology, structure of resources...

© Tefko Saracevic, Rutgers University8 Studies of reference u Process –what goes on? Stages? –reformulations, refinements –still an art, not fully understood u Types of questions –most asked are closed u Communication aspects –verbal & non-verbal –progress in discourse –affective, attentive behavior u Results –validity, reliability, satisfaction –statistics, costs

© Tefko Saracevic, Rutgers University9 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 University10 Mediation in IR User Interface Computer u Dyadic model u Triadic model User Computer Interface Intermediary (human interface)

© Tefko Saracevic, Rutgers University11 Elements to worry about u ‘Computer:’ –stands for a number of things v hardware, software v inf. resources; meta information u Interface: –inf. to & from computer –commands, display, navigation u User: –factors as in previous slide –visualization u Intermediary: –acts as additional interface –factors as in previous slide

© Tefko Saracevic, Rutgers University12 Roles of intermediaries Traditional u mastering –interfaces –databases –technology u searching for users u diagnosis –question analysis u counseling u packaging & delivery of results Evolving (due to rise in end-users) u mastering –networking u instruction u assisting u guiding u enabling u inf. resources –selection etc. u system admi- nistration

© Tefko Saracevic, Rutgers University13 Stages in user - intermediary discourse u Presearch interview –opening gambit; socialization –modeling of user; db selection –explanations by intermediary u Online search interaction (if user present during searching) –tactical maneuvering; changes –terms, search tactics; db –feedback; reiteration - dynamic –explanations by both parties u Closure –closing downdrift –focusing on output; evaluation –delivery; advising - next steps

© Tefko Saracevic, Rutgers University14 Discourse categories u Context u Terminology u System explanations u 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 University15 Discourse categories (cont.) u Review & relevance u Actions u Backchannels u Social/ extraneous Review, evaluation –tactics, terms, sources... Relevance judging Feedback Description of activities Explanations Communication prompts, fillers, acknowledging.. Social discourse Formalities

© Tefko Saracevic, Rutgers University16 Art of interviewing purposive 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 University17 Interviewing... Strategies –progression in stages –opening moves v 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 University18 Examples from a study u 40 users; question each u 4 intermediaries; triadic HCI u regular setting u videotaped, logged u 48 hrs of tape (72 min. avrg) –presearch: 16 min avrg. –online: 56 min avrg. u User judgments: 6225 items –3565 relevant or part. relevant –2660 not relevant u Many variables, measures & analyses

© Tefko Saracevic, Rutgers University19 What do they talk about ? (number of utterances )

© Tefko Saracevic, Rutgers University20 Type of questions asked

© Tefko Saracevic, Rutgers University21 Conclusions u Interaction: complex process u Requires varied knowledge & skills of intermediaries: –communication, interviewing –diagnosis, counseling –inf. resources, meta inf. –systems, networks u Intermediaries role changing u In IR: terminological imperative –most talked & asked u But: GREAT FUN & SATISFACTION

© Tefko Saracevic, Rutgers University22 Thank you Gracias Danke Merci Hvala