 |
Methodology |
Below is a summary of research techniques employed on the Help-Seeking in an Electronic World Project.
Public Library Survey I - Purpose: to obtain reliable data on the degree and types of public library involvement in networked CI (including community networking). Sample comprised 725 medium and large sized public libraries from across the U.S. Survey indicators included financial commitment, space, staffing, and training. Also collected and analyzed general documents and statistical data on the provision of networked CI and library involvement. Libraries determined to have a high degree of involment in network CI were asked to complete a second survey (see Public Library Survey II below). View PL Survey I.
Public Library Survey II - Purpose: to obtain detailed information from public libraries who in Public Library Survey I indicated a high degree of involvement in networked CI (including community networking). Sample comprised 227 medium and large sized public libraries from across the U.S. View PL Survey II.
Data Collection Stages at Each Field
Site (Communities in Portland, OR, Northeastern Illinois, and
Pittsburgh PA):
(a) Online exit survey with adult community network users who access its CI - Purpose: to gather baseline data regarding user socio-demographics and online CI use, including from where users access the network (e.g., home, work, library). Using Dervin’s sense-making approach, the survey included questions regarding the reason(s) the user accessed CI pages, how the user intended to use the CI, what type of help he/she expected to receive, and what kinds of barriers he/she encountered in seeking help for the situation. The survey appeared only to those who access a page that contains CI since previous research indicates that some users primarily use community networks to communicate with other members. The results were used to design interview guides for the subsequent interviews with users in public libraries, and to base evaluation tool design. View the Online Survey.
(b) In-depth interviews with users who completed the online survey (in the survey, respondents were asked to participate in a 30-minute, interview about their use of the Internet). For comparison purposes, participants were citizens who indicated in the survey that they access CI from terminals in the library, while the remaining eight were citizens who access the network from other places. Interviews are based on Dervin’s micro-moment, timeline interview technique, and were held at times and using venues that were convenient for participant, i.e., by telephone. The purpose of these interviews was to gain insights into citizens’ use of the library and the Internet for obtaining CI electronically.View the Online Survey Follow-up Interview Guide.
(c) In-depth interviews with service providers whose websites/CI pages were accessed by users who participated in (b). Service providers were asked how they believe electronic access to their information helps clients, and why they present CI in particular ways. Their perceptions and expectations were analyzed in context of users’ responses regarding the same, and for “best practices” among service providers. View the Service Provider Interview Guide.
(d) Field observation and focus groups with librarians whose work includes facilitating citizens’ access to electronic CI. Through observation we collected contextual, environmental data about real-time incidents in which librarians assist users with Internet searches for CI. These results were then used to discuss generic incidents with the librarians in focus groups. Observation occured at different times over a 3-day period. During the 45-minute focus groups we gathered librarians’ perceptions of how their work, specifically, the reference interview, has been affected by providing networked CI. Librarians were questioned about how users present initial questions that result in accessing CI online, the kinds of questions user ask and the kinds of help users require, how they believe this service helps clients, and how techniques such as metatagging facilitate citizens’ searches. Data also was collected regarding best practices through both the observation and focus groups. View the Librarian Interview Guide.
(e) In-depth interviews with library
administrators and staff who participate
in community networking. The purpose of these 30-minute, interviews
is to gain their insights into administration concerns regarding library
participation in networked CI services (and community networking) and its
impact on their organization and the community at-large. View
the Library Administrator Interview Guide.