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Use of human intermediation in information problem-solving: A users' perspective.

機(jī)譯：在信息問(wèn)題解決中使用人為中介：用戶的觀點(diǎn)。

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Human intermediation is a central issue for information professionals who have been striving to provide better service in ever changing environments. However, existing models and findings provide little understanding of what tasks people request of human intermediaries or why and in what situations people use human intermediaries. This is because existing research has captured human intermediation mainly from the information professionals' rather than the users' perspective, and therefore only partially the information problem solving (IPS) tasks requested of intermediaries, merely in the context of using a service or source without fully taking into consideration the external (social and environmental) situations related to users' IPS processes. Because of the gap in our understanding, this research inquired into the underlying factors of human intermediation by using existing research findings and models representing information professionals' viewpoints as an initial framework to capture a users' perspective.; The study followed an exploratory approach and used a naturalistic research design in order to capture tasks requested of human intermediaries and users' internal and external situations focusing on the use of human intermediation within users' naturally occurring IPS processes. The study collected data from clients of the AskERIC Question Answering Service who recently made requests of AskERIC by a series of telephone interviews using a modified critical incident technique. Interview data were analyzed using a top-down strategy of modified constant comparative technique to develop a conceptual model that identified potentially significant dynamic factors in using human intermediation, as well as associations among them from the users' perspective.; While the final conclusion regarding relationships between variables awaits future research, this study helps to generate hypotheses to be tested in future research. The conceptual model offers improved understanding of systematic relationships between goals and situational variables within people's opportunistic information behavior. This improved understanding provides researchers with potentially important situational factors to be incorporated into future research, while offering practitioners guides toward better information services and system design.; Information problem solving processes are found to be very complex, particularly when involving other people including human intermediaries. This research made an important contribution toward a better understanding of the complexity.
機(jī)譯：對(duì)于那些努力在瞬息萬(wàn)變的環(huán)境中提供更好服務(wù)的信息專業(yè)人員來(lái)說(shuō)，人工干預(yù)是一個(gè)中心問(wèn)題。但是，現(xiàn)有的模型和發(fā)現(xiàn)很少了解人們要求人類中介機(jī)構(gòu)執(zhí)行哪些任務(wù)，或者人們?yōu)槭裁匆约霸诤畏N情況下使用人類中介機(jī)構(gòu)。這是因?yàn)楝F(xiàn)有研究主要從信息專業(yè)人員而不是用戶的角度捕獲了人類的中介，因此僅在不完全使用服務(wù)或源的情況下，中介機(jī)構(gòu)所要求的部分信息問(wèn)題解決（IPS）任務(wù)就已完成?？紤]到與用戶的IPS流程相關(guān)的外部（社會(huì)和環(huán)境）情況。由于我們之間的理解差距，本研究通過(guò)使用代表信息專業(yè)人士觀點(diǎn)的現(xiàn)有研究結(jié)果和模型作為捕捉用戶觀點(diǎn)的初始框架，來(lái)研究人類中介的潛在因素。該研究采用探索性方法，并采用了自然主義的研究設(shè)計(jì)，以捕獲人類中介機(jī)構(gòu)以及用戶內(nèi)部和外部情況所要求的任務(wù)，重點(diǎn)是在用戶自然發(fā)生的IPS流程中使用人類中介。這項(xiàng)研究從AskERIC問(wèn)題解答服務(wù)的客戶那里收集了數(shù)據(jù)，這些客戶最近使用改進(jìn)的嚴(yán)重事件技術(shù)通過(guò)一系列電話采訪提出了AskERIC的請(qǐng)求。使用改進(jìn)的常量比較技術(shù)的自上而下的策略對(duì)訪談數(shù)據(jù)進(jìn)行分析，以開(kāi)發(fā)一個(gè)概念模型，該模型確定了在使用人為媒介時(shí)潛在的重要?jiǎng)討B(tài)因素，以及從用戶角度來(lái)看它們之間的關(guān)聯(lián)。盡管有關(guān)變量之間關(guān)系的最終結(jié)論有待未來(lái)研究，但這項(xiàng)研究有助于產(chǎn)生在未來(lái)研究中要檢驗(yàn)的假設(shè)。概念模型可以更好地理解人們機(jī)會(huì)主義信息行為中目標(biāo)與情境變量之間的系統(tǒng)關(guān)系。這種更好的理解為研究人員提供了潛在的重要情境因素，可將其納入未來(lái)的研究中，同時(shí)為從業(yè)人員提供更好的信息服務(wù)和系統(tǒng)設(shè)計(jì)指南。人們發(fā)現(xiàn)信息問(wèn)題解決過(guò)程非常復(fù)雜，尤其是在涉及包括人類中間人在內(nèi)的其他人的情況下。這項(xiàng)研究為更好地理解復(fù)雜性做出了重要貢獻(xiàn)。

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