1 LIS 205: Introduction to Information Sources & Services Unit 4: Part 1—Information Seeking Behavior and the Reference Interview Kevin Rioux, PhD and Nancy Becker, EdD Division of Library and Information Science

2 Understanding the User is Crucial To recognize the discrepancy between what people do and what we think they do To develop responsive services To conduct effective reference interviews

3 Information Search Model –Linear model based on strategies User perceives a need in his/her environment User searches for information Uses variety of sources –Information systems –Human –Personal Result may be successful or not Success=satisfaction Failure=Repetition and/or frustration

4 Problems Associated with the Information Search Model Linear with no allowance for –Re-definition of need –Growth or learning Isolates information search skills from critical thinking and other higher level skills Many traditional models of reference interactions are based on this model of user behavior

5 Information Search Process Model Process oriented Emphasis is on learning transferable skills –Cognitive development –Enhancing user effectiveness Kulthau’s (Rutgers) model of information seeking process –Research based Studied high school students Has been replicated with other groups –Incorporates affective, cognitive, and physical components

6 Kuhlthau’s Model Stages –Initiation –Selection –Exploration –Formulation –Collection –Search closure

7 How Does This Relate to Reference Interviews? User is an active participant in the information search process Cognitive processes are involved in information seeking Acknowledges an affective component of information seeking/behavior User knowledge increases with experience

8 Unit 4: Part 2 – The Reference Interview

9 Why Do a Reference Interview? Allows the professional to reach a clear understanding of the user’s need Most user questions need some negotiation for clarity Some questions, as presented, may be misleading An effective interview facilitates clarification and expansion of the question

10 Information Needs May differ from wants/demands Often ambiguous Not easily articulated May be poorly understood by user & information professional

11 Information Seeking According to Dervin: Not objective and external But rather constructed by the user What the user finds informing Sense-making process

12 The Reference Interview The user and the librarian tap into each other’s and their own memories to establish a similar information base, including of the query and a perception of an acceptable answer. (Marilyn White) Anomolous States of Knowledge (ASK Hypothesis)—Nick Belkin (Rutgers)

13 Other viewpoints Goal is to match frames to come to a common understanding (Chu) Similar to physician-patient interviews (Grover)

14 Barriers to Effective Interviewing  Communication errors  Environmental noise  Meaning differences  Pronunciation variants  Second-hand errors  Psychological barriers  Brought by the user  Imposed by the librarian

15 Environmental noise Volume of noise in the area Number of interruptions Privacy concerns

16 Meaning Differences  When you don’t understand the terminology  Ask the user to explain what he/she means  Restate your understanding of the questions in your own words  Don’t confuse the user with library jargon  Avoid library acronyms  RLIN, OCLC, ISBN  Translate terms into natural language  Controlled vocabulary: Subject  Citations: Author, title, etc.

17 Communication Errors  Homophones  Encourage user to talk about the topic  Elicit more contextual information (Information seeking in context— very important research area in LIS)  “Oranges & peaches”: Origin of the Species  Ask open questions  Ask neutral questions

18 The Reference Process Bridging the gap between need and information Useful intervention in the individual sense-making process (Dervin)

19 Interviewing Strategies  Listen  Actively and carefully  Don’t prejudge  Consider what is said and what is NOT said

20 Interviewing Strategies  Pay attention to the user  Make eye contact  Body language counts!

21 Interviewing Strategies  Get the user to talk  Ask questions  Closed  Open-ended

22 Find out:  Context  Why is this information needed?  Scope  Are there any parameters, e.g., time, geographic, language, etc.  Limitations  What has the user already tried/done?

23 After the Interview Encourage patron to return for additional help, if needed Observe patron Follow-up with “Did you find what you needed?”

24 Termination of the Interview Knowledge-related Interpersonal communication Policy & institutional factors

25 Policy Questions Is the mission of the department to educate or provide answers? Are there different levels of service for different classes of users? How much time should be spent with a user on one query?

26 Policy Questions What is the minimal level of acceptable service? Are there types of questions which are not handled?

27 Unit 4:Part 2—Geographical Information Sources

28 Geographical Sources Types –Maps and atlases –Gazetteers –Guidebooks Use –Ready reference –Research Environmental analyses Historical studies

29 Maps and Atlases Maps –Graphic representation on a flat surface of certain boundaries of the earth, as well as the moon, the planets and the solar system Atlases –Systematic collection of maps

30 Types of Maps Thematic –Serves a special purpose or theme, e.g., historical, economic, etc. Topographic –Represents the exact physical configuration of an area Physical –Shows features and the nature of the earth’s surface, atmosphere and climate, distribution of plant life, etc.

31 Types of Maps Political –Shows political boundaries, e.g., towns, cities, counties, and states Index –Shows the total geographic coverage encompassed by a set or series of maps

32 Cartography Definition: Art of map-making Major goal & headache: Achieving an accurate representation Major source of maps and mapping information: US Government Key publishers: Oxford University Press, Rand McNally, C.S. Hammond, Baedeker, DeLorme, John Bartholomew, Michelin, Kummerly & Frey

33 Evaluation of Maps/Atlases Authority Currency (changing names) Revision policy Encyclopedia information Nationalism Topical approaches Balance/content Quality of maps Scale and projection Topographical representation Format Scale Indexing

34 Evaluation of Maps/Atlases Vernacular vs. language of the country of publication (Florence vs. Firenze) Transliteration of names (Zhriev, Zchriev) Place name control Location of small towns Statistical data Subject access

35 Some of the best The Times Atlas of the World Hammond: Atlas of the World Rand McNally: The New International Atlas Oxford University Press: Atlas of the World DeLorme: Street Atlas USA CD-ROM, Topo USA

36 Some specialized Atlases The Historical Atlas of the United States Times Atlas of World History The Historical Atlas of Political Parties Atlas of the Second World War Atlas of the Holocaust An Atlas of World Political Flashpoints Atlas of the Arab World

37 Collecting Maps and Atlases Selection Acquisition Access Storage

38 Geographic Information System What is GIS? In the strictist sense, A GIS is a computer system capable of assembling, storing, manipulating, and displaying geographically referenced information, i.e. data identified according to their locations. (U.S.G.S.) USGS Geographic Information Systems Your Internet Guide to Geographic Information Systems

39 Gazetteers Geographical dictionaries, usually of place names Some atlases include gazetteers Useful for both descriptive and locational information National Gazetteer of the United States of America Merriam-Webster Geographical Dictionary

40 Guidebooks Provide basic information useful to travelers about a place –Popular guides, e.g., Fodor’s, Michelin Guides, Green Guides –Aimed at a particular audience, e.g., Let’s Go Europe, Lonely Planet –Specialized, e.g., guides to museums –Literary/armchair travel

41 Online Geographic Resources Periodical Historical Atlas of Europe OSSHE Historical & Cultural Atlas Geography IQ World Atlas Library of Congress Map Collection

42 More Online Geographic Sources Google Maps – –Satellite imagery –Street maps –Hybrids MapQuest – University of Arkansas Center for Advanced Spatial Technology Map Machine U.S. Geological Survey Perry-Castaneda Library Map Collection, University of Texas at Austin

43 Unit 4:Part 3—Biographical Information Sources

44 Biography One of the most common types of ready reference –General curiosity –Imposed search for biographical info –Need to introduce a speaker Biographical sources –Writings –Place of birth/death –Family situations Living people Deceased people (retrospective biographies)

45 Biographical Directories vs. Dictionaries (not always distinct) Biographical directories tend to have –Shorter entries –More succinct –May cover more people Biographical dictionaries –Longer essays –Much more detailed –Narrower coverage

46 Evaluating biographical materials: Scope –Cover specific populations –Be aware of vanity books Comprehensiveness Accuracy –Biographee-based information –Secondary information Currency –Usually are revised every year or every other year Needs of users Cost Uniqueness

47 Important biographical sources Who’s Who in America (also covers Canada and Mexico) –biennial –Not based on just wealth and notoriety, but on achievement –Government officials are usually automatically included, as are major university administrators and business leaders –Includes a retiree index –‘*’ indicates that the entry was created by the editors without the input of the biographee. Specialized Who’s Who sources –Women –Regional –Ethnic –International –Professional –Etc.

48 Important biographical sources, cont’d. Current Biography (very useful!) –Biographical essays about newsworthy people in a variety of fields. –Based on articles that have appeared in newspapers and magazines –Family details, height, clothing, personal style and habits –Available via the SJ Library OPAC Contemporary Authors Biography.com Many in the SJU Library Databases and eReference links