中介者詢問行為與檢索滿意度研究

Intermediary's Elicitation and Patron's Retrieval Satisfaction

吳美美(Mei-Mei Wu) ； 姜杏蓉(Hsing-Jung Chiang) ； 劉英享(Ying-Hsang Liu)

《圖書資訊學刊》 1卷3期 (2003/12) Pp. 1-25

摘要

詢問是一個人心思的反映，反映一個人當時的興趣、關切的事物、困擾或面對的困難。詢問行為在資訊檢索互動研究中，可視為微觀的資訊尋求行為，讀者和中介者透過彼此詢問和問題回應的方式來傳遞訊息，讀者詢問，使檢索問題得以獲得解答，中介者詢問，以便了解讀者的資訊需求。本研究主要目的在了解中介者詢問行為（包括詢問語句目的、詢問語句的溝通功能、詢問語句的語法形式等），並進一步探討中介者詢問行為與讀者檢索滿意度的關係。研究方法有言談分析、內容分析、問卷調查、參與觀察法及統計等，研究結果包括完成中介者詢問語句目的、功能及形式的編碼定義，歸納中介者詢問行為特質，進一步發現讀者反應的「檢索結果的相關程度」滿意情形，因中介者問話風格和詢問心智不同，而有差異。

關鍵字

中介者 ； 詢問行為 ； 檢索晤談 ； 參考晤談 ； 資訊檢索互動

並列摘要

An elicitation is a verbal request for information reflecting one's interests, concerns or perplexities in conversation. Elicitation behavior in studies of information retrieval interaction is, in fact, the micro-level of information-seeking behavior in which the user and the intermediary exchange information to fill the gaps in one's internal state of knowledge. This study aims to understand the intermediary's elicitation behavior in terms of linguistic forms, communicative functions (illocutionary force) and utterance purposes (semantic contents) and further to identify the relationship between intermediary's individual differences and search results satisfaction. Research methods include participatory observation, conversation analysis, content analysis and statistical analysis of elicitation frequencies and questionnaires. Our research results successfully identify the three dimensions of intermediary's elicitation behavior and characterize intermediary's inquiring minds and elicitation styles. Further analysis shows that there exists a significant relationship between inquiring minds/elicitation styles and user's relevance judgment of search results.

並列關鍵字

Intermediary ； Elicitation behavior ； Search interview ； Reference interview ； Information retrieval interaction

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