Brian Kenney

Research: A User Experience, Part Three
June 23, 2007

Finally we are hearing from Rutgers' Marie Radford & OCLC's Lynn Connaway who are discussing their research on virtual reference. Among other things they analyze transcripts of chat reference (they've looked at 850 chat interactions!) Today they are talking about clarification in reference online reference transactions.

Wow! Marie is showing a nine minute transaction that is pretty scary. Lots of misunderstandings and lack of clarification on the part of the reference librarian. But the good news is that 75 percent do clarify the question. Fifty percent did ask: "Did this completely ask your question." Also, forty-five percent sought topic clarification, 31 percent wanted background (when is your paper due?), and more.

Users also clarify, like through background (I'm in seventh graade and have 30 minutes.) Twenty percent clarify depth (I need it simple and in 20 minutes.) Fourteen percent verified understanding that they understood there advice, and some also offered search history (I already went to Google.) 

Most questions asked by libraries (66 percent) were closed. "Can you tell me more about what you are looking for?" Answer: "No."

They are describing two different types of queries. Imposed, something you have to do for class, and self-generated, what you want to know for yourself. 

What makes a difference for accuracy (the "so what" question.) Clarifying and follow-up improve accuracy. Both techniques produce far greater accuracy. There is too much to cover here, but the slides to their presentation should be up by Tuesday.

Posted by Brian Kenney on June 23, 2007 | Comments (0)