Understanding the reference transaction: A systems analysis perspective

College and Research Libraries

Volumn 60, Issue 3, 1999, Pages 211-222

  Richardson Jr , John V ^a  

^a NONE

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EID: 0033241302     PISSN: 00100870     EISSN: None     Source Type: Journal    
DOI: 10.5860/crl.60.3.211     Document Type: Article

References (48)

1. In 1876, Samuel S. Green articulated "The Desirableness of Establishing Personal Intercourse and Relations between Librarians and Readers," American Library Journal 1 (Nov. 1876): 74-81. For further information, interested readers might consult John V. Richardson, "Samuel Swett Green, 1837-1918" in the American National Biography vol.9 (New York: Oxford Univ. Pr., 1999), 507.
2. In 1876, Samuel S. Green articulated "The Desirableness of Establishing Personal Intercourse and Relations between Librarians and Readers," American Library Journal 1 (Nov. 1876): 74-81. For further information, interested readers might consult John V. Richardson, "Samuel Swett Green, 1837-1918" in the American National Biography vol.9 (New York: Oxford Univ. Pr., 1999), 507.
3. American Library Association, Library Advocacy Now! Quotable Facts about America's Libraries (Chicago: ALA Public Information Office, circa 1996), 2.
4. Allan M. Rees and Tefko Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," in Automation and Scientific Communication, Topic 8: Information Storage and Retrieval: Annual Meeting of the American Documentation Institute, Part II, ed. Hans P. Luhn (Washington, D.C.: American Documentation Institute, 1963), 175-77; Robert Hayes and Gary Carlson, Search Strategy by Reference Librarians: Part 3 of the Final Report on the Organization of Large Files, NSF Contract C-280 (Sherman Oaks, Calif.: Hughes Dynamics, Advanced Information Systems, 1964); Jesse Shera, "Automation and the Reference Librarian," RQ 3 (July 1964): 3-7; F. S. Stych, "Decision Factors in Search Strategy: Teaching Reference Work," RQ 12 (winter 1972): 143-47; Charles Bunge, "Charting the Reference Query," RQ 8 (summer 1969): 245-50.
5. Allan M. Rees and Tefko Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," in Automation and Scientific Communication, Topic 8: Information Storage and Retrieval: Annual Meeting of the American Documentation Institute, Part II, ed. Hans P. Luhn (Washington, D.C.: American Documentation Institute, 1963), 175-77; Robert Hayes and Gary Carlson, Search Strategy by Reference Librarians: Part 3 of the Final Report on the Organization of Large Files, NSF Contract C-280 (Sherman Oaks, Calif.: Hughes Dynamics, Advanced Information Systems, 1964); Jesse Shera, "Automation and the Reference Librarian," RQ 3 (July 1964): 3-7; F. S. Stych, "Decision Factors in Search Strategy: Teaching Reference Work," RQ 12 (winter 1972): 143-47; Charles Bunge, "Charting the Reference Query," RQ 8 (summer 1969): 245-50.
6. Allan M. Rees and Tefko Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," in Automation and Scientific Communication, Topic 8: Information Storage and Retrieval: Annual Meeting of the American Documentation Institute, Part II, ed. Hans P. Luhn (Washington, D.C.: American Documentation Institute, 1963), 175-77; Robert Hayes and Gary Carlson, Search Strategy by Reference Librarians: Part 3 of the Final Report on the Organization of Large Files, NSF Contract C-280 (Sherman Oaks, Calif.: Hughes Dynamics, Advanced Information Systems, 1964); Jesse Shera, "Automation and the Reference Librarian," RQ 3 (July 1964): 3-7; F. S. Stych, "Decision Factors in Search Strategy: Teaching Reference Work," RQ 12 (winter 1972): 143-47; Charles Bunge, "Charting the Reference Query," RQ 8 (summer 1969): 245-50.
7. Allan M. Rees and Tefko Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," in Automation and Scientific Communication, Topic 8: Information Storage and Retrieval: Annual Meeting of the American Documentation Institute, Part II, ed. Hans P. Luhn (Washington, D.C.: American Documentation Institute, 1963), 175-77; Robert Hayes and Gary Carlson, Search Strategy by Reference Librarians: Part 3 of the Final Report on the Organization of Large Files, NSF Contract C-280 (Sherman Oaks, Calif.: Hughes Dynamics, Advanced Information Systems, 1964); Jesse Shera, "Automation and the Reference Librarian," RQ 3 (July 1964): 3-7; F. S. Stych, "Decision Factors in Search Strategy: Teaching Reference Work," RQ 12 (winter 1972): 143-47; Charles Bunge, "Charting the Reference Query," RQ 8 (summer 1969): 245-50.
8. Allan M. Rees and Tefko Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," in Automation and Scientific Communication, Topic 8: Information Storage and Retrieval: Annual Meeting of the American Documentation Institute, Part II, ed. Hans P. Luhn (Washington, D.C.: American Documentation Institute, 1963), 175-77; Robert Hayes and Gary Carlson, Search Strategy by Reference Librarians: Part 3 of the Final Report on the Organization of Large Files, NSF Contract C-280 (Sherman Oaks, Calif.: Hughes Dynamics, Advanced Information Systems, 1964); Jesse Shera, "Automation and the Reference Librarian," RQ 3 (July 1964): 3-7; F. S. Stych, "Decision Factors in Search Strategy: Teaching Reference Work," RQ 12 (winter 1972): 143-47; Charles Bunge, "Charting the Reference Query," RQ 8 (summer 1969): 245-50.
9. See John Richardson, Knowledge-based Systems for General Reference Work: Applications, Problems, and Progress (San Diego, Calif.: Academic Pr., 1995), figure 4.1.
10. Robert M. Hayes has argued that "the process of systems analysis can best be pictured in terms of four dimensions: Data, Functions, Components, and Time" in his UCLA GSLIS 240 "Information Systems Analysis and Design" course (see his winter quarter 1990 syllabus "Section 4. The Dimensions of Systems Analysis," p. 30). A complete systems analysis might plot the interaction of all four of his dimensions. For example, following this logic, plotting the components over time would result in a Gantt chart. See Wallace Clark, The Gantt Chart: A Working Tool of Management (New York: Ronald Pr. Co., 1922).
11. Robert M. Hayes has argued that "the process of systems analysis can best be pictured in terms of four dimensions: Data, Functions, Components, and Time" in his UCLA GSLIS 240 "Information Systems Analysis and Design" course (see his winter quarter 1990 syllabus "Section 4. The Dimensions of Systems Analysis," p. 30). A complete systems analysis might plot the interaction of all four of his dimensions. For example, following this logic, plotting the components over time would result in a Gantt chart. See Wallace Clark, The Gantt Chart: A Working Tool of Management (New York: Ronald Pr. Co., 1922).
12. Robert M. Hayes has argued that "the process of systems analysis can best be pictured in terms of four dimensions: Data, Functions, Components, and Time" in his UCLA GSLIS 240 "Information Systems Analysis and Design" course (see his winter quarter 1990 syllabus "Section 4. The Dimensions of Systems Analysis," p. 30). A complete systems analysis might plot the interaction of all four of his dimensions. For example, following this logic, plotting the components over time would result in a Gantt chart. See Wallace Clark, The Gantt Chart: A Working Tool of Management (New York: Ronald Pr. Co., 1922).
13. rd Session, Senate Doc. No. 725; U. S. Serial Set 5911) (Washington, D.C.: GPO, 1911), 4758-4803.
14. Anatol Rapport, "Systems Analysis: General Systems Theory," in International Encyclopedia of Social Sciences , ed. David L. Sills (New York: Macmillan and Free Pr., 1968), 453.
15. Problems can be resolved (i.e., a good enough answer), solved (i.e., the best possible answer), or dissolved (i.e., changed), according to Russell L. Ackoff, "The Art and Science of Mess Management," Interfaces 11 (Feb. 1981): 20-21.
16. Noam Chomsky argues that the number of sentences is infinite, and so although it is true that a finite number of reference questions are asked, one might wish to pursue the unasked questions of inquirers as well. In his Tractatus Logico-Philosophicus (London, Routledge, and Kegan Paul, 1921), Wittgenstein argued within the context of his system that an askable question was an answerable question (see paragraph 6.5). So, even existential questions such as Why do we exist? might be answerable.
17. Robertson, James, and Suzanne Robertson, Complete Systems Analysis (New York: Dorset House, 1994), 314.
18. A perusal of the introductory chapters in the basic textbooks by James I. Wyer (1930), Margaret Hutchins (1944), Louis Shores (1954), Francis Cheney and Wiley J. Williams (1980), and the latest edition of William Katz (1992) generated the first pass on stating requirements. See also, John V. Richardson Jr., "Teaching General Reference Work: The Complete Paradigm, 1890-1990," Library Quarterly 62 (Jan. 1992): 55-89.
19. For example, see American Library Association, Information Services for Information Consumers: Guidelines for Providers (Chicago: ALA, Reference and Adult Services Division, Standards and Guidelines Committee, 1990); reprinted RQ 30 (winter 1990): 262-65.
20. Richardson, Knowledge-based Systems for General Reference Work, chapter 4.
21. Jerry Fitzgerald, Ardra Fitzgerald, and Warren D. Stallings, Fundamentals of Systems Analysis (New York: Wiley, 1987), 7-8.
22. Elaine A. Rich, "Building and Exploiting User Models" (Ph.D. diss., Carnegie Mellon University, 1979). More recently, this idea has been expanded by Robert B. Allen, "User Models: Theory, Method, and Practice," International Journal of Man-Machine Studies 32 (May 1990): 511-43.
23. Elaine A. Rich, "Building and Exploiting User Models" (Ph.D. diss., Carnegie Mellon University, 1979). More recently, this idea has been expanded by Robert B. Allen, "User Models: Theory, Method, and Practice," International Journal of Man-Machine Studies 32 (May 1990): 511-43.
24. Alan M. Davis, Software Requirements: Objects, Functions, and States, 2nd ed. (Englewood Cliffs, N.J.: PTR Prentice-Hall, 1993).
25. William A. Katz, Reference and Online Services Handbook: Guidelines, Policies, and Procedures for Libraries (New York: Neal-Schuman, 1982).
26. ALA, Information Services for Information Consumers, section 1.1.
27. Norman J. Crum, "The Librarian - Customer Relationship Dynamics of Filling Requests for Information," Special Libraries 60 (May/June 1969): 269-77.
28. Geraldine B. King, "The Reference Interview: Open and Closed Questions," RQ 12 (winter 1972): 157-60.
29. Brenda Dervin and Patricia Dewdney, "Neutral Questioning: A New Approach to the Reference Interview," RQ 25 (summer 1986): 506-13.
30. ALA, Information Services for Information Consumers, section 5.6.
31. Richardson, Knowledge-based Systems for General Reference Work, table 1.4.
32. Marcia Bates, "Information Search Tactics," Journal of the American Society for Information Science 30 (July 1979): 205-14.
33. Rees and Saracevic, "Conceptual Analysis of Questions in Information Retrieval Systems," 175-77.
34. Marilyn D. White, "Evaluation of the Reference Interview," RQ 24 (fall 1985): 76-84.
35. Richardson, Knowledge-based Systems for General Reference Work, table 1.4.
36. S. D. Neill, "The Reference Process and Certain Types of Memory: Semantic, Episodic, and Schematic," RQ 23 (summer 1984): 417-23.
37. ALA, Information Services for Information Consumers, sections 2.1 and 2.4.
38. Many of these criteria appear in the incomplete and now outdated Reference Books Bulletin Manual (Chicago: ALA, 1990). Some of the online criteria are well addressed in James Rettig's October 1996 Online article "Beyond 'Cool': Analog Models for Reviewing Digital Resources," which can be found at http://www.onlineinc.com/onlinemag/SeptOL/rettig9.html.
39. Many of these criteria appear in the incomplete and now outdated Reference Books Bulletin Manual (Chicago: ALA, 1990). Some of the online criteria are well addressed in James Rettig's October 1996 Online article "Beyond 'Cool': Analog Models for Reviewing Digital Resources," which can be found at http://www.onlineinc.com/onlinemag/SeptOL/rettig9.html.
40. ALA, Information Services for Information Consumers, section 1.3.
41. Matthew Saxton, "Evaluation of Reference Service: A Meta-Analytic Study," Library Quarterly 67 (July 1997): 267-89.
42. Richardson, Knowledge-based Systems for General Reference Work, table 1.4.
43. Peter Hernon and Charles R. McClure, "Unobtrusive Reference Testing: The 55 Percent Rule," Library Journal 111 (Apr. 1986): 37-41.
44. ALA, Information Services for Information Consumers, sections 1.11 and 1.13. The factors influencing referral are covered in George S. Hawley, Referral Process in Libraries: Characterization and an Exploration of Related Factors (Metuchen, N.J.: Scarecrow, 1987).
45. ALA, Information Services for Information Consumers, sections 1.11 and 1.13. The factors influencing referral are covered in George S. Hawley, Referral Process in Libraries: Characterization and an Exploration of Related Factors (Metuchen, N.J.: Scarecrow, 1987).
46. This requirement was suggested as early as the 1940s. See Elizabeth O. Stone, "Methods of Evaluating Reference Service," Library Journal 67 (Apr. 1942): 296-98.
47. On use and nonuse, see John Lubans, "Nonuse of the Academic Library," College & Research Libraries 32 (Sept. 1971): 362-67.
48. See, for example, John Richardson, "Question Master: An Evaluation of a Web-based Decision-Support System for Use in Reference Environments," College & Research Libraries 59 (Jan. 1998): 29-37.