Search interview techniques and information gain as antecedents of user satisfaction with online bibliographic retrieval

Ethel Auster and Stephen B. Lawton

Journal of the American Society for Information Science, 1984, vol. 35, issue 2, 90-103

Abstract: The purpose of this research study was to undertake a systematic investigation into the relationships among: (1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliograpThe purpose of this research study was to undertake a systematic investigation into the relationships among: (1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliograpThe purpose of this research study was to undertake a systematic investigation into the relationships among: (1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliograpThe purpose of this research study was to undertake a systematic investigation into the relationships among: (1) the techniques used by search analysts during preliminary interviews with users before engaging in online retrieval of bibliographic citations; (2) the amount of new information gained by the user as a result of the search; and (3) the user's ultimate satisfaction with the quality of the items retrieved. A series of controlled experiments were conducted to explore the effects of two interview techniques: the conscious use of “open” and “closed” questions and the use of pauses of different lengths by the search analyst during the online negotiation interview. Data were collected on various aspects of the user's need for information, the value he/she placed upon new knowledge, and the consequences of inadequate information. The analytical technique used was path analysis. While search analysts displayed no difficulty in asking open and closed questions, they found considerable difficulty in controlling the lengths of pauses. Among the findings were the following: the asking of open and closed questions had a modest effect on the amount learned by the users; the type of pause did have a significant effect on the amount clients learned; average user satisfaction was higher when open questions were asked; overall satisfaction was lower when moderate pauses were used; those learning most about their topic were, overall, more satisfied than those who learned less; those placing high importance on the information obtained tended to have lower satisfaction scor and “closed” questions and the use of pauses of different lengths by the search analyst during the online negotiation interview. Data were collected on various aspects of the user's need for information, the value he/sh and “closed” questions and the use of pauses of different lengths by the search analyst during the online negotiation interview. Data were collected on various aspects of the user's need for information, the value he/sh and “closed” questions and the use of pauses of different lengths by the search analyst during the online negotiation interview. Data were collected on various aspects of the user's need for information, the value he/she place upon new knowledge, and the consequences of inadequate information. The analytical technique used was path analysis. While search analysts displayed no difficulty in asking open and closed questions, they found considerable difficulty in controlling the lengths of pauses. Among the findings were the followlng: the ask. ing of open and closed questions had a modest effect on the amount learned by the users; the type of pause did have a significant effect on the amount clients learned; average user satisfaction was higher when open questions were asked; overall satisfaction was lower when moderate pauses were used; those learning most about their topic were, overall, more satisfied than those who learned less; those placing high importance on the information obtained tended to have lower satisfaction scores.

Date: 1984
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Persistent link: https://EconPapers.repec.org/RePEc:bla:jamest:v:35:y:1984:i:2:p:90-103

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