1. User Mediation IS 530 Fall 2007 Dr. D. Bilal

2. Mediation Aims at identifying and satisfying user information need A series of decision-making steps from receipt of a user’s query to communication of an answer or tools that could satisfy the need

3. Steps in the Mediation Process Receipt of user query Understand the message of the query Decide whether to negotiate or not negotiate the query If the query is clear and straightforward, no negotiation is needed. Then identify appropriate types of answer-providing tools identify appropriate titles within these tools to use

4. Steps in the Mediation Process find the correct answer, or guide the user to the correct answer obtain user feedback If information need is met, end the mediation process. If not, negotiate and restart the process at the appropriate steps.

5. Steps in the Mediation Process If the query is vague, incomplete, inaccurate, or is not in the information professional’s area of expertise, etc. then negotiation of the query is necessary to identify the user’s true information need.

6. 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.

7. 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

8. 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

9. Subject Matter of Queries Can Be: Abbreviation Organization (named) Person (named) Place (named) Term or subject Specific publication

10. Information Requested in Queries Can Be: Date Illustration Numeric information Organization Person Address/location

11. Successful Mediation 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.

12. Successful Mediation 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.

13. Successful Mediation 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..

14. Simulation Activity I will select two students to negotiate one of the queries below. One student will play the role of the mediator and another student will play the role of the user. Queries 1. Do you have anything on technology? (the user is culturally diverse). 2. Do you have articles about how to use the Internet?

15. 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 Sense-making (Brenda Dervin) Knowledge gap (Dervin) Knowledge gap and anomalous state of knowledge (ASK; Belkin et al.)

16. 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?

17. 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 know something that he/she does not know.

18. 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.

19. 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, therefore, require negotiation.

20. 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

21. 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.

22. 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.

23. Culture and Mediation Does user mediation vary with culture? Do existing models of information seeking or user mediation apply to all users regardless of culture or backgrounds?