“i don’t have to know, i go to one spot:” convenience as critical factor in recent user...

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LRS-V October 8,2010 Lynn Silipigni Connaway Senior Research Scientist Timothy J. Dickey Post-Doctoral Researcher “I Don’t Have to Know, I Go to One Spot:” Convenience as a Critical Factor in Recent User Studies of Information Behavior

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Presented at the Library Research Seminar V, University of Maryland, October 8, 2010, Baltimore, Maryland.

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Page 1: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

LRS-V

October 8,2010

Lynn Silipigni ConnawaySenior Research Scientist

Timothy J. DickeyPost-Doctoral Researcher

“I Don’t Have to Know, I Go to One Spot:”

Convenience as a Critical Factor in Recent User Studies of Information

Behavior

“I Don’t Have to Know, I Go to One Spot:”

Convenience as a Critical Factor in Recent User Studies of Information

Behavior

Page 2: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

IntroductionIntroduction

JISC-funded meta-analysis

•The Digital Information Seeker:

Report of Findings from Selected OCLC, RIN, and JISC User Behaviour Projects

Page 3: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Theoretical Framework for ConvenienceTheoretical Framework for Convenience

• Rational Choice Theory

• Green, S.L. (2002). Rational choice theory.

• “Satisficing” behavior

• Prabha, et al. (2007). What is enough? Satisficing information needs. JDoc 63(1).

Page 4: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Theoretical Framework for ConvenienceTheoretical Framework for Convenience

• Gratification Theory

• Chatman, E. (1991). Life in a small world: Application of gratification theory to information-seeking behavior. JASIS&T 42(6).

• Everyday-life Information Seeking

• Savolainen, R. (2008). Everyday information practices.

Page 5: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Convenience in the User Studies DataConvenience in the User Studies Data

Perceptions of Libraries and Information Resources (OCLC, 2005)

• Search engines a “lifestyle fit” for speed & convenience

• Key criterion in resource choice is speed

College Students’ Perceptions of Libraries and Information Resources (OCLC, 2006)

• Use the library less since they began using the Internet

Page 6: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Convenience in the User Studies DataConvenience in the User Studies Data

Researchers and Discovery Services (RIN, 2006)

• Researchers value the convenience of desktop access

Researchers’ Use of Academic Libraries (RIN, 2007)

• Convenience a major factor in behaviors

• Users expect not to spend much time in locating an item

Page 7: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Convenience in the User Studies DataConvenience in the User Studies Data

Information Behavior of the Researcher of the Future (CIBER, 2008)

• Users demand 24/7 access, instant gratification

JISC National E-books Observatory Project (JISC, 2009)

• Article downloads have nearly doubled

• Convenience a major factor in usage

Page 8: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Sense-making the Information Confluence: The Whys and Hows of

College and University User Satisficing of Information Needs

Sense-making the Information Confluence: The Whys and Hows of

College and University User Satisficing of Information Needs

Page 9: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Sense-making the Information ConfluenceSense-making the Information Confluence

Phrases used • convenience

• convenient

• easy to access

• quick

• fast

• saved time

• time-saver

Page 10: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Sense-making the Information ConfluenceSense-making the Information Confluence

Undergraduates

• Google & Amazon

• Library systems

Graduate students

• Google

• Library collections, ILL

• E-books

Faculty

• Personal home or office library

• Google

• Colleague

Page 11: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Sense-making the Information Confluence:Academic and personal situations

Sense-making the Information Confluence:Academic and personal situations

Survey Question # of convenience phrases

Situation in university life where you used electronic resources

88

Situation specifically involving research 83

Situation in life outside university where you used electronic resources

64

Troublesome situation in university life 39

Troublesome situation in life outside university 11

TOTAL: 285

Page 12: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Sense-making the Information Confluence:Sources used

Sense-making the Information Confluence:Sources used

Information sources used (from a list provided in the survey)

Convenience phrases

Convenience phrases where source helped

Convenience phrases where

source did not help

Internet search engine 56 52 4Electronic databases 48 44 1College or university libraries 17 12 5Library catalogs 8 6 2Own observations 6 5 1Journal articles 6 4 2Students, classmates 5 5 0Public libraries 5 2 3Newspapers 5 2 3

Page 13: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Magic Wand: Ideal Information SystemMagic Wand: Ideal Information System

Undergraduates

• Keyword searching in all books

• Universal library catalog

• Roving library staff

• Federated searching in databases

• Better hyperlinks

Graduate students

• Better book/journal delivery systems

Faculty

• Selective Dissemination of Information

• VRS

Page 14: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Seeking Synchronicity:Evaluating Virtual Reference Services

from User, Non-user, and Librarian Perspectives

Seeking Synchronicity:Evaluating Virtual Reference Services

from User, Non-user, and Librarian Perspectives

Page 15: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Seeking Synchronicity: VRS UsersSeeking Synchronicity: VRS Users

Very Important or Important

• Convenience• 97% (n=133) of all

respondents

• 98% (n=58) of frequent VRS users

• Immediate answers• 89% (n=122) of all

respondents

• 92% (n=54) of frequent VRS users

Page 16: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Convenience as factor in information seeking: VRS UsersConvenience as factor in information seeking: VRS Users

40%

60%

80%

100%

55%,76

85%,11666%,

39

86%,51

All survey re-spondents (N=137)Frequent VRS users (N=59)

Page 17: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Factors important when choosing VRS:VRS UsersFactors important when choosing VRS:VRS Users

Chat reference is con-venient

I needed reference help late at night or on the

weekend

I had a desperate need for quick answers

I could not get to the library

60% 80% 100%

100%, 59

78%, 46

78%, 46

78%, 46

95%, 130

74%, 101

72%, 98

73%, 100

All survey re-spondents (N=137)Frequent VRS users (N=59)

Page 18: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Factors important when choosing VRS:VRS UsersFactors important when choosing VRS:VRS Users

12-18 (N=26) 19-28 (N=23) 29+ (N=88)60%

65%

70%

75%

80%

85%

90%

95%

100%

92%,24

70%,16

66%,58

I had a desperate need for quick answers:VRS users

Very important or important

Page 19: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Reasons for chat as first choice for information:VRS Users

Reasons for chat as first choice for information:VRS Users

Conve

nient

Quic

k hel

p--sp

eedy

answ

ers

After

-hou

rs, c

an't

get to

libra

ry

Alrea

dy at

--in

use

of a

com

puter

Don

't hav

e to

leav

e hom

e-offi

ce

Relia

ble in

form

atio

n-sou

rces

Easier

to

go on

-line

0%5%

10%15%20%25%30%

29%,22

18%,14

12%,9 9%,

77%,

57%,

5

4%,3

VRS users (N=76)

Page 20: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Comparing specific aspects of FtF:VRS Non-UsersComparing specific aspects of FtF:VRS Non-Users

Convenience of my access to FtF reference help is• 45%, (n=83) Excellent or very good

Don’t choose chat reference because it may be unavailable when needed

• 60%, (n=110)

Strongly agree or agree

* VRS non-users (N=184)

Page 21: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Comparing specific features of other formats:VRS Non-Users

Comparing specific features of other formats:VRS Non-Users

60%

70%

80%

90%

100%

91%,50

84%,116 73%,

19

VRS non-users (N=184)

Page 22: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Convenience as factor in choosing information sources: VRS Non-Users

Convenience as factor in choosing information sources: VRS Non-Users

Star

t with

Inte

rnet

Star

t with

Goo

gle

Goo

gle

Wik

iped

ia

Goo

gle

Scho

lar

Star

t with

Wik

iped

ia

0%5%

10%15%20%25%30%35%

30%,32

15%,16

12%,13

5%,5

4%,4

3%,3

VRS non-users (N=107)

Page 23: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Alternatives to the library and why:VRS Non-UsersAlternatives to the library and why:VRS Non-Users

Alternative source is the Internet

Google

Databases associated with Internet

Google Scholar

Wikipedia

Expert web sites

Yahoo!

Journals associated with Internet

Online book sellers

Why: Personal convenience

Why: Inconvenience of the library

Why: Internet as starting point

0% 10% 20% 30% 40% 50%

46%, 49

11%, 12

6%, 6

3%,3

3%, 3

3%, 3

2%, 2

1%, 1

1%, 1

38%, 40

25%, 26

2%, 2

Page 24: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Possible reasons for trying chat:VRS Non-UsersPossible reasons for trying chat:VRS Non-Users

Convenience

Needing immediate answers

Unable to get to the library

Using the service after hours

Perceiving chat reference as faster than email

Valuing using chat reference from home

Unable to telephone the library

Citing general ease of use

Experiencing bad weather

Avoiding a long distance call

Preferring chat to holding on the phone

-10% 10% 30% 50% 70%

61%, 65

26%, 28

7%, 7

7%, 7

4%, 4

4%, 4

4%, 4

2%, 2

2%, 2

1%, 1

1%, 1

VRS non-users (N=107)

Page 25: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Implications for PracticeImplications for Practice

• Make library experience more like the Web

• Google, Amazon.com, iTunes

• Provide more authoritative, reliable digital sources

• e-journals, data sets, VREs, open source materials, multimedia objects, blogs

• Advertise library brand better

• Develop economic model for resources

Page 26: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Implications for ResearchImplications for Research

Investigate how and why people get information in different contexts and situations

Theoretical research combining individual and social factors that influence information-seeking behaviors

Page 27: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Connaway, LS & Dickey, TJ. (2010). The Digital Information Seeker: Report of Findings from Selected OCLC, RIN, and JISC User Behaviour Projects. London: HECFCE.

Connaway, LS & Dickey, TJ. (2010). The Digital Information Seeker: Report of Findings from Selected OCLC, RIN, and JISC User Behaviour Projects. London: HECFCE.

•Perceptions of libraries and information resources (OCLC, December 2005).

•College students’ perceptions of libraries and information resources (OCLC, April 2006).

•Sense-making the information confluence: The whys and hows of college and university user satisficing of information needs (IMLS/Ohio State University/OCLC, July 2006).

•Researchers and discovery services: Behaviour, perceptions and needs (RIN, November 2006).

•Researchers’ use of academic libraries and their services (RIN/CURL, April 2007).

•Information behaviour of the researcher of the future (CIBER/UCL, commissioned by BL and JISC, January 2008).

http://www.jisc.ac.uk/media/documents/publications/reports/2010/digitalinformationseekerreport.pdf

Page 28: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Connaway, LS & Dickey, TJ. (2010). The Digital Information Seeker: Report of Findings from Selected OCLC, RIN, and JISC User Behaviour Projects. London: HECFCE

Connaway, LS & Dickey, TJ. (2010). The Digital Information Seeker: Report of Findings from Selected OCLC, RIN, and JISC User Behaviour Projects. London: HECFCE

•Seeking synchronicity: Evaluating virtual reference services from user, non-user and librarian perspectives (OCLC/ IMLS/ Rutgers, June 2008).

•Online catalogs: What users and librarians want (OCLC. March 2009).

•E-journals: Their use, value and impact (RIN, April 2009).

•JISC national e-books observatory project: Key findings and recommendations (JISC/UCL, November 2009).

•Students’ use of research content in teaching and learning (JISC, November 2009).

•User behaviour in resource discovery (JISC, November 2009).

http://www.jisc.ac.uk/media/documents/publications/reports/2010/digitalinformationseekerreport.pdf

Page 29: “I don’t have to know, I go to one spot:” Convenience as Critical Factor in Recent User Studies of Information Behavior

Questions