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ERIC Number: ED229018
Record Type: RIE
Publication Date: 1982-Oct
Pages: 140
Abstractor: N/A
Reference Count: 0
ISBN: N/A
ISSN: N/A
Search Interview Techniques, Information Gain, and User Satisfaction with Online Bibliographic Retrieval Services.
Auster, Ethel; Lawton, Stephen B.
This research study involved a systematic investigation into the relationships among: (1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliographic citations; (2) the amount of new information gained by the user as a result of the search; and (3) the user's ultimate satisfaction with the quality of the items retrieved. A series of controlled experiments, which involved two search analysts (Canadian university librarians) and 150 users, were conducted to explore the effects of two interview techniques: the conscious use of "open" and "closed" questions, and the use of pauses of different lengths by search analysts during the online negotiation interviews. Analytical techniques included two-way analysis of variance and path analysis of data. Among the findings were the following: the asking of open and closed questions had a modest effect on the amount learned by users; the type of pause did have a significant effect on the amount clients learned; the average user's satisfaction was higher when open questions were asked; overall satisfaction was lower when moderate pauses were used; those learning most about their topic were, overall, more satisfied than those who learned less; and those placing high importance on the information obtained tended to have lower satisfaction scores. (Author/ESR)
Publication Type: Reports - Research; Tests/Questionnaires
Education Level: N/A
Audience: N/A
Language: English
Sponsor: Social Sciences and Humanities Research Council of Canada, Ottawa (Ontario).
Authoring Institution: Toronto Univ. (Ontario). Faculty of Library and Information Science.
Identifiers: Pausing (Speech); Search Intermediaries