Describe the fundamental concepts of information-seeking behaviors.A number of information scholars have studied the way users seek out information. This has led to a variety of different models that attempt to systematize the ways in which people go about the tasks of seeking and utilizing information. Understanding the ways in which users seek information is important due to its potential impacts, ranging from how librarian’s conduct reference interviews to how access to information resources is extended. A librarian’s understanding of the unconscious methodologies of information seeking has the potential to offer a great benefit to their professional skill set, allowing for a better understanding of how information services can meet the user halfway.
Among the most notable models in this field is the Information Search Process model developed by Kuhlthau (as cited in Rubin, 2004), which defines a six stage process of information seeking:
The most important take-away from the process is that users initiating a search have an ill-defined need that may not be possible to articulate. For that reason both information professionals and systems should incorporate the requirement that “the user constantly be consulted to determine if the information retrieved will satisfy the [user’s] needs” (Rubin, 2004, 44). This kind of feedback is necessary to ensure the success of the process and as an aid to facilitate topical formulation. Dervin (as cited in Wilson, 1999) has summarized this process in her Sense-Making Approach:
For the information professional there is an important role to play in the Bridge portion of the process as a facilitator toward achieving the outcome. At this point in Dervin's model the process can begin again or end if the user's outcome is satisfactory.
Another information scholar, Ellis (1989), has envisioned information seeking as a combination of behaviors whose intent is to discover the required information. Though some of the behaviors described by Ellis may be enacted by novice seekers, the utilization of all the features of this model are reminiscent of professional information seeking behaviors, This is due variously to the evaluation of sources and the links between them and because Ellis’ defined activities also incorporate the kind of feedback necessary to facilitate optimal satisfaction through the Verification and Ending procedures. Ellis’ information seeking activities comprise the following:
- Starting: The means used to begin the search, e.g., asking a person or performing a basic search engine query
- Chaining: The process of following citations and footnotes to other sources
- Browsing: Partially directed and/or structured searches
- Differentiating: Using the differences between information sources to filter the quantity of obtained information
- Monitoring: Monitoring information sources for new and incoming information
- Extracting: Identifying the relevant pieces from an information source
- Verifying: Checking the information’s accuracyEnding: Performing a final search to clarify or resolve loose ends
In many ways Ellis’ model resembles both the activities that occur in a reference interview and the techniques used in a structured information query. In Ross’ (2002) framework for the Reference Interview the proscribed tasks such as Welcoming, Confirming and Finishing correspond well with the behaviors Starting, Browsing, Verifying and Ending from Ellis.
Evidence
My position at a County Library has afforded me daily contact with patrons engaged with information seeking behaviors. Working the reference desk my role is, as in the Dervin model, to serve as part of the Bridge that crosses the user’s information gap. The process of conducting the reference interview often affords the opportunity to participate in a variety of information seeking behaviors including Formulation and Collection as described by Kuhlthau and the Chaining, Differentiating, Extracting and Verifying behaviors found in Ellis.
In February of 2012 my Library launched a new integrated library system. As part of the launch I was tasked with creating a training regimen for staff. Part of the training session included the use of patron initiated search scenarios, which incorporated many of the native behaviors. These scenarios accounted for common adjustments that occur through patron feedback during the reference interview. Session participants were tasked with completing the search scenarios in order to view the new system from a patron oriented perspective.
In LIBR 244, Online Searching, I was required to complete a number of search oriented assignments using major commercial databases. These assignments required a thorough understanding of and participation in information seeking behaviors. These processes included all activities defined by both Ellis and Kuhlthau. The use of Dialog especially required a good degree of forethought and verification after initial queries. These assignments also incorporated specific search methods such as Pearl Growing and Concept Blocks.
References
Dewdney, P., Nilsen, K. & Ross, C. S. (2002). Conducting the Reference Interview: A How-to-Do-It Manual for Librarian. New York: Neal-Schumann, Inc.
Rubin, R. E. (2004). Foundations of Library and Information Science, 2nd Edition. New York: Neal Schuman Publishers, Inc. 42-48.
Wilson, T. D. (1999). Models in Information Behaviour Research. The Journal of Documentation, 55 (3). 249-270.
