© Tefko Saracevic1 Mediation in librarianship & information retrieval Reference interview Searchers as intermediaries in information retrieval

© Tefko Saracevic2 Mediation definition Encarta dictionary: 1. intervention to settle a dispute “the intervention by a third party between two sides in a dispute in an attempt to help them reach an agreement.” 2. action as medium “PSYCHOLOGY the action a medium that transfers something from one place to another” Thesaurus: arbitration, intercession, conciliation, intervention, negotiation

© Tefko Saracevic3 Definitions (cont.) Mediator: A person who intervenes in the information search process of another Informal mediators: friends, family … Formal mediators: librarians, teachers … Professional mediation involves diagnosing the user’s problem and identifying what interventions would be helpful

© Tefko Saracevic4 Fit? u None of the dictionary definitions really fits, even though elements are there –this is often the case when general terms are appropriated in science, professions, technology  think “windows,” “media” u A standardized definition for “mediation” in IR & searching has not yet emerged, so we will make one –however the notion and practice is long standing –it has achieved more importance, exposure & explication since use with technology

© Tefko Saracevic5 Mediation in searching  “literature” = recorded knowledge in many forms u Main role of searchers is to be an effective interface between users & literature u Mediation is a qualified dialog & discourse between a searcher & user to determine the information needs of a user and act according to that in the above role u Mediation is both a communication & a related intervention process

© Tefko Saracevic6 Role of mediation u Mediation involves a number of things –diagnosis  helping a user to clarify the information need –searching: presenting the need to a system & results to user –counseling, explaining  among others, helping in evaluating output –elimination of ambiguity, reducing vagueness –influencing attitudes u Meeting user-expectations –involving the user during the process u Base: effective communication*

© Tefko Saracevic7 Processes u In reference: reference interview –long standing concern –a basic & major professional skill of librarians –literature 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 Saracevic8 Reference interview u 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 Saracevic9 Reference interview... u Dyadic & (usually) face-to- face, by phone or chat u Reference interview characteristics: –purposive by both participants  user has goal, searcher has goal –restricted to given subject(s) –relies on questions - answers for diagnosis –situation bound; social encounter –possible counseling aspects –connected to informational outcome  level, quantity, type... –user evaluates encounter, outcomes

© Tefko Saracevic10 Variables u Same characteristics at hand in all mediation u A number of variables involved in mediation –meaning that there are many elements that are capable of changing & varying –and that they affect outcome u These are the elements that the searcher has to consider –“worry about” & deal with to positively affect the outcome u Mediation may be subject to communication accidents & failures

© Tefko Saracevic11 Elements to worry about User u Problem, task u Inf. need u Knowledge u Intent u Demographics Searcher u Comm. skills u Knowledge –subject –inf. resources u Affective u Intent Library Inf. resources Situation, set-up Policies, rules Results - outcomes Effectiveness, validity, reliability

© Tefko Saracevic12 Diagnosis u What is user’s information need? u Taylor’s classification of information needs: –Visceral - unexpressed  user has a need but it is vague –Conscious - within mind  user has a relatively well formulated need in mind –Formalized – statement  user has expressed the need in a statement, question, example –Compromised - as presented  user has presented a need to a system – query u Searcher has to analyze them

© Tefko Saracevic13 Diagnosis questions u Types of questions asked: –Closed questions  “Do you want articles in English only?”  ‘yes - no’; ‘this-that’ answers –Open questions  ‘tell me more about project...”  elicits descriptive answers & encourages user to talk –Neutral questions  getting the background situation (how the information need was generated), the gap or missing piece of understanding, and the uses, or how the user plans to use this information

© Tefko Saracevic14 Role of questions - answers u Clarify, expand, and perhaps repair the need or question as it is initially presented by the user u Provide basic information for user modeling u Prepare for selection of files or resources u Establish user priorities & evaluation criteria u Prepare for translation of need, question into an appropriate query or queries u Do a good job

© Tefko Saracevic15 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 Saracevic16 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 Saracevic17 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 Saracevic18 IR - problems addressed (reminder) Objective: 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? Searcher = intermediary

© Tefko Saracevic19 Mediation in IR u Dyadic model (direct) u Triadic model (indirect) User Computer Interface Intermediary (human interface) UserComputer Interface

© Tefko Saracevic20 Elements to worry about u ‘Computer:’ –stands for a number of things  hardware, software  inf. resources; meta information u Interface: –inf. to & from computer –commands, display, navigation u User: –factors as in previous slides –visualization u Intermediary: –acts as additional interface –factors as in previous slides

© Tefko Saracevic21 Roles of intermediaries Traditional u mastering –interfaces –databases –technology u searching for users u diagnosis –as in reference 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 Saracevic22 Discourse in IR u In IR, interview is involved (as in reference interview), but there is more u There is a discourse about a number of things –goes through several stages –involves more then question-answer u Searcher is also an intermediary between user & system –could be considered as a human interface –technology plays a role u Intermediary & user ask questions, provide explanations, answers, guide, evaluate …

© Tefko Saracevic23 Stages in user - intermediary discourse u Presearch interview –opening gambit; socialization –modeling of user –file, resourse selection –explanations by intermediary u Online search interaction –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 Saracevic24 What are they taking about? 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, files, resources Selection, variation –terms, logic, files Mistake correction

© Tefko Saracevic25 What are they talking about? (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 Saracevic26 Terminological imperative u What was the topic most involved in discourse? u Studies show that aspect related to terminology was discussed more than any other topic –meaning of terms –categories, related terms –what terms to use in queries –validation of terms –appropriate vocabulary u Why? Most important in query formulation u At the end, searching is about language

© Tefko Saracevic27 Conclusions u Mediation: a 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 is about terms & vocabulary u But: GREAT FUN & SATISFACTION

© Tefko Saracevic28 YESSSSSSSSSSS!