Competency J

Describe the fundamental concepts on information seeking behaviors.

"How shall I get the grace of never judging my neighbor?"
"Through prayer."
"Then why have I not found it yet?"
"Because you haven't prayed in the right place."
"Where is that?"
"In the heart of God."
"And how do I get there?"
"Understanding that anyone who sins does not know what he is doing and deserves to be forgiven?"
de Mello, Anthony. (1985).

Besides the religious aspect, this story also conveys a moral that the seeking behavior should be guided to the right place. The person who guides must understand what the seeker is searching for and where he/she is in his/her searching. This knowledge would be helpful to direct the seeker to the right place. The same is true with information seekers. In Lokman I. Meho's and Helen R. Tibbo's article, "Modeling the Information-Seeking Behavior of Social Scientists: Ellis' Study Revised," (http://dlist.sir.arizona.edu/1641/01/meho-tibbo.pdf) they discuss David Ellis' six generic features in a pattern of information-seeking behavior as follows:

• Starting: comprising those activities characteristic of the initial search for information such as identifying references that could serve as starting point of the search cycle.
• Chaining: following chains of citations or other forms of referential connection between materials or sources identified during "starting" activities.
• Browsing: casually looking for information in areas of potential interest.
• Differentiating: using known differences (e.g. author and journal hierarchies or nature and quality of information) between sources as a way of filtering the amount of information obtained.
• Monitoring: keeping abreast of developments in an area by regularly following particular sources (e.g. core journal, newspapers, conferences, magazines, books, and catalog).
• Extracting: activities associated with going through a particular source or sources and selectively identifying relevant material from those sources.

It is important for librarians and information professionals to understand these six behaviors in order to recognize patrons’ process of searching. In other words, librarians and information professionals need to know exactly what their behavior is and respond to them accordingly. In response to patrons' behaviors of searching, the Boston Public Library recommends the following guidelines:

• Approachability: In order to have a successful reference transaction, the client must be able to identify that a reference provider is available to give assistance and must feel comfortable in going to that provider for help.
  
• Interest: A successful reference provider must demonstrate a high degree of interest in the reference transaction.
• Listening/Inquiring: The reference interview is the heart of the reference transaction and is crucial to the success of the process.
• Searching: The search process is the portion of the transaction in which behavior and accuracy intersect.
• Follow-up: The provider is responsible for determining if the client is satisfied with the results of the search and is responsible for referring the patrons to other sources, even when those sources are not available in the local library.

A fair knowledge of David Ellis' six information-seeking behaviors and the Boston Public Library's guidelines could bring any searching process to a successful end because, on the one hand, librarians and information professionals understand the patron's information-seeking behaviors, and, on the other hand, they know how to respond to the patron's needs by using the five principles.

In relations to this competency, I had an opportunity to learn about the information seeking behaviors from a group of students as part of my coursework,Observing Reference Interviews , for LIBR 210 (Reference & Information Services). For this assignment, I went to the Westminster Public Library, which is located at 8180 13th Street, Westminster, CA 92683, to observe how students looked for their information, and how librarians responded to their behaviors. I was there shortly after 3:00 p.m. on an average school day. As I observed, I saw students approaching the reference desk and asked: "Where are books about the Vietnam War located? Can you show me how to use the printer? What computer has Internet access? Can you show me how to log in the computer? Can you put these books on hold for me? Can I borrow the report on 'The Value Line Investment Survey?' Who is the main author of this book?" According to David Ellis' six generic features in a pattern of information-seeking behavior, most of these questions are still at the starting stage. The students were trying to identify their revelant references in order to start an effective search. The best way for them was to approach the librarians. As I noted in my report, the two librarians were very friendly and approachable. They responded to every question and even went to the exact location to help students look for the materials. According to the Boston Public Library's guidelines, I could see that these two librarians had practiced for a long time the five principles: Approachability, Interest, Listening/Inquiring, Searching, and Follow-up.

As a receptionist at a medical clinic, every day I encounter different information-seeking behaviors either by phone or in person. Many patients call in and want to know if we take certain insurance. Their question is usually at the starting stage like: 'Would you take HMO? What number should I call to find out about my insurance policy? What is the cost to have an examimation if I pay by cash?" By asking these questions, the patients try to find revelant information which can help them to advance to the next stage which is the chaining. Sometimes people have questions which are deep in the extracting level. For examples, I have patients who want to know which procedure of colonoscopy that they should take. Their questions attest to the fact that they have studied different sources or medical techniques about the colonoscopy and try to select what is fitting for them. Even though questions like these belong to doctors only, it is fascinating for me to know where the patients are in the process of information seeking. Whether I could respond to the questions of the patients, I often use the five principles of the Boston Public Library to handle their requests. I have found them very effective and productive.

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