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User perceptions of digital reference services.

机译：用户对数字参考服务的看法。

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摘要

Libraries and information services are increasingly providing question-answering services to "virtual" users through online communication modes such as chat and e-mail. However, basic research is needed on the perceptions, expectations and satisfaction of online users to improve our understanding of the information behaviors of online users and to inform the design of information systems, services and assessment to better meet their needs.; This dissertation research provides a case study of user perceptions of chat and e-mail question-answering services in an online university library setting. In this exploratory qualitative study, interviews were conducted with digital reference users in conjunction with an unobtrusive analysis of chat and e-mail transcripts and institutional documents. Qualitative content analysis was used in a theoretical framework with coding categories drawn from two theories in computer-mediated communications (Short, Williams & Christie's Social Presence Theory, Daft and Lengel's Media Richness Theory), two theories in decision-making behavior (Zipf's Principle of Least Effort, Simon's Satisficing within Bounded Rationality), and one theory in user behavior in interpersonal interactions (Brown and Levinson's Politeness Theory ). The results offer insights into factors important in influencing users' perceptions of digital reference services, expectations expressed by chat and e-mail users, and their judgments of the information-seeking process and outcomes.
机译：图书馆和信息服务正越来越多地通过诸如聊天和电子邮件之类的在线通信方式向“虚拟”用户提供问答服务。但是，需要对在线用户的看法，期望和满意度进行基础研究，以增进我们对在线用户信息行为的理解，并为信息系统，服务和评估的设计提供信息，以更好地满足他们的需求。本论文的研究为在线大学图书馆环境中用户对聊天和电子邮件问答服务的感知提供了案例研究。在这项探索性的定性研究中，对数字参考用户进行了访谈，同时对聊天和电子邮件成绩单和机构文件进行了不显眼的分析。定性内容分析在一个理论框架中进行了使用，其编码类别选自计算机媒介传播中的两种理论（肖特，威廉姆斯和克里斯蒂的社会存在理论，达夫特和伦格尔的媒体丰富性理论），决策行为的两种理论（齐普夫原理）。尽力而为，西蒙对有限理性的满足），以及人际互动中用户行为的一种理论（布朗和莱文森的礼貌理论）。结果提供了对影响用户对数字参考服务的感知，聊天和电子邮件用户表达的期望以及他们对信息搜索过程和结果的判断有重要影响的因素的见解。

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