Introduction
Understanding information seeking behavior is at the heart of library reference service. It is multifaceted and much researched so that, through understanding the behavior behind information seeking, we might meet the needs upon which such behavior is based. Information seeking is premised upon satisfying a need or a gap in one’s knowledge. There is a great deal of research on this aspect of information behavior and many theories and theories about theories. Some of these are discussed previously in this portfolio (please see Competency I).
Experience
I frequently perform reference-related services for the patrons who come into the library where I work. In almost every one of these encounters, the person seeking the information knows what they need to fill that information need. Usually it is whether we have a specific book or other material and if not, where they can they find it? A simple catalog search is all that is required. Sometimes they want some other information, like a bus schedule or books on a certain subject. Sometimes they don’t remember the name of the author or the title – or both – but they know that something happened in that book or film and they want to see it or read it again, or perhaps a friend described it to them and can I find it based on that description? With a good and detailed reference interview, yes, most of the time I can, sometimes with the help of a co-worker, but in almost every single reference encounter, the patron leaves with his or her information need satisfied.
Evidence
Often when I am assisting a patron with a reference question, I wish that I had taken a reference class in library school. I did not, so I research information behavior so that I can better serve our patron’s information needs. I have read several articles on information seeking and I will most likely be doing further research since this subject is far from exhausted. One of the running themes throughout the research is convenience and least amount of effort as a factor in information behavior. People will invariably take the easiest route and the most accessible and the fastest acquired resources, whether or not those resources are the most accurate or most relevant available with a little more searching (please see J_Evidence_1). In an era of easy web searches through search engines like Google or Bing, people may settle for a less thorough search for information and settle for less information than they need or want because it’s easier – less work and faster. One way for information professionals to assist people in acquiring the most accurate and relevant information is either for libraries to invest in equipment and software that makes more accurate and thorough searching as easy and convenient as “Googling.” The added expense of new equipment and software may not be feasible for every library, however. In that case, librarians and other information specialists can invest another sort of commodity: their time and attention. We can go beyond the convenience and ease attraction and do more to help our patrons ourselves.
Some patrons find the library and reference encounters intimidating. I think sometimes that as library professionals, we who are familiar with information retrieval systems don’t realize how daunting the process can be for others. At the same time, people don’t like to admit that they feel anxious about a reference encounter, even when that encounter is with a virtual reference librarian and not in person. This was the gist of an article I reviewed on this subject (please see J_Evidence_2).
Another factor I studied was the ways that people acquire information. In the passive mode, this may occur by simply taking in information from our surroundings like a sponge absorbs water or by keeping in mind things about which we want more information and investigating information that comes to our attention. In the active mode, as is implied by the name, we actively seek or search for information. I reviewed an article which discussed these modes and their integration (please see J_Evidence_3).
Conclusion
Beyond the theories and the analysis of motives, there is the practice of reference librarians worldwide. What we do is to help people find stuff – we help people fill gaps in their knowledge with information they need to meet their goals, whether those goals are tangible needs or simply satisfying a moment of curiosity. Knowing the theories and understanding the motives behind the behavior allows us to be more effective in assisting our patrons to find what they seek for whatever reason they are seeking it.
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