Factors Influencing Digital Reference Triage: A Think-Aloud Study

Persistent Link:
http://hdl.handle.net/10150/106006
Title:
Factors Influencing Digital Reference Triage: A Think-Aloud Study
Author:
Pomerantz, Jeffrey
Citation:
Factors Influencing Digital Reference Triage: A Think-Aloud Study 2004-07, 74(3):235-264 The Library Quarterly
Journal:
The Library Quarterly
Issue Date:
Jul-2004
URI:
http://hdl.handle.net/10150/106006
Submitted date:
2007-05-25
Abstract:
This article describes a think-aloud study conducted to identify factors that influence the decisions made by digital reference "triagers" when performing triage on questions received by digital reference services. This study follows and expands on a Delphi study that identified factors that triagers agreed on after the fact of their performance of triage by identifying factors that triagers take into consideration during their performance of question triage. Thirty-eight factors that influence triage decisions were identified, in eight categories. Eight of these factors are intrinsic to the question itself; the remaining thirty factors are extrinsic to the question, situating it in a context for the user and the service. These factors must be taken into consideration by any future system for automated triage.
Type:
Journal Article (Paginated)
Language:
en
Keywords:
Reference Services
Local subject classification:
digital reference; triage; Delphi method; question referral; automation; digital library service

Full metadata record

DC FieldValue Language
dc.contributor.authorPomerantz, Jeffreyen_US
dc.date.accessioned2007-05-25T00:00:01Z-
dc.date.available2010-06-18T23:38:08Z-
dc.date.issued2004-07en_US
dc.date.submitted2007-05-25en_US
dc.identifier.citationFactors Influencing Digital Reference Triage: A Think-Aloud Study 2004-07, 74(3):235-264 The Library Quarterlyen_US
dc.identifier.urihttp://hdl.handle.net/10150/106006-
dc.description.abstractThis article describes a think-aloud study conducted to identify factors that influence the decisions made by digital reference "triagers" when performing triage on questions received by digital reference services. This study follows and expands on a Delphi study that identified factors that triagers agreed on after the fact of their performance of triage by identifying factors that triagers take into consideration during their performance of question triage. Thirty-eight factors that influence triage decisions were identified, in eight categories. Eight of these factors are intrinsic to the question itself; the remaining thirty factors are extrinsic to the question, situating it in a context for the user and the service. These factors must be taken into consideration by any future system for automated triage.en_US
dc.format.mimetypeapplication/pdfen_US
dc.language.isoenen_US
dc.subjectReference Servicesen_US
dc.subject.otherdigital referenceen_US
dc.subject.othertriageen_US
dc.subject.otherDelphi methoden_US
dc.subject.otherquestion referralen_US
dc.subject.otherautomationen_US
dc.subject.otherdigital library serviceen_US
dc.titleFactors Influencing Digital Reference Triage: A Think-Aloud Studyen_US
dc.typeJournal Article (Paginated)en_US
dc.identifier.journalThe Library Quarterlyen_US
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