Library and Information Science

Library and Information Science ISSN: 2435-8495
三田図書館・情報学会 Mita Society for Library and Information Science
〒108‒8345 東京都港区三田2‒15‒45 慶應義塾大学文学部図書館・情報学専攻内 c/o Keio University, 2-15-45 Mita, Minato-ku, Tokyo 108-8345, Japan
Library and Information Science 27: 69-85 (1989)

原著論文Original Article

レファレンス・インタビューにおける利用者モデルUser model in refetence interview

東京大学大学院教育学研究科博士課程Graduate School of Education, University of Tokyo ◇ 〒113-0033 東京都文京区本郷七丁目3番1号 ◇ Hongo 7-3-1, Bunkyo-ku, Tokyo 113-0033, Japan

受付日:1989年9月26日Received: September 26, 1989
発行日:1990年3月31日Published: March 31, 1990

Reference librarians attempt to understand the user’s information need as well as he or she understands his or her own information need. In this paper, what the reference librarian understands of the user is defined the “user model”.

The user model is constructed through the question-negotiation between the reference librarian and the user. The reference librarian can understand what is necessary to satisfy the user’s need, based on the constructed user model.

Using the theoretical base of Belkin’s anomalous state of knowledge and Dervin’s sense-making model, the constituents of the user model and the relationships among them were examined and formulated. As a result, the user model consists of:

  1. 1) the position of the user in the problem treatment process
  2. 2) the user’s state of knowledge about the problem
  3. 3) the subject area of the problem the user is facing
  4. 4) the problematic situation the user is facing, and the goal and intention of the user.

The interrelationship among the constituents of the user model is as follows:

At the earlier stage of the problem treatment process the user is, the greater the degree of the anomaly of user’s state of knowledge is, the more ambiguous the description of the subject of the problem is, and the more important the problematic situation, the goal and intention of the user are.

Finally, the formulated user model was analysed using two real reference interviews.

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