Virtual provider pessimism: analysing instant messaging reference encounters with the pair perception comparison method
Abstract
Introduction. We examine the differences between user and provider perceptions of the same instant messaging reference encounter. We summarize previoius studies of face-to-face reference encounters, identifying a common phenomenon we call provider pessimism when users of a service are more satisfied than providers think they will be. We then look for this phenomenon in an instant messaging reference setting. Method. The pair perception comparison method is introduced to systematically compare user and provider perceptions of the same encounter. We implement the method by administering separate satisfaction surveys to undergraduate users and Master's of Library Science student providers immediately after a shared instant messaging reference encounter. Analysis. A total of twenty-six matched surveys were compared using paired sample statistics to identify significant discrepancies. Results. We find evidence of provider pessimism for overall satisfaction, the tempo of the interaction, ease of use of the system, friendliness of the provider, accuracy of the references, provider follow-up and spelling and grammar used by the provider. Conclusion. Our findings suggest that new virtual reference providers should have increased confidence in their abilities and not be overly concerned with potentially stressful features of instant messaging such as typing quickly or misspelling words. Future use of the pair perception comparison method can more systematically identify discrepancies in user and provider perceptions.
Virtual provider pessimism: analysing instant messaging reference encounters with the pair perception comparison method
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Virtual provider pessimism: analysing
instant messaging reference
encounters with the pair perception
comparison method
Derek Hansen
College of Information Studies, University of Maryland,
College Park, MD 20742, USA
Margeaux Johnson
Marston Science Library, University of Florida, PO Box 117011
Gainesville, FL 32611-7011, USA
Elizabeth Norton
Division of Specialized Information Services, National Library
of Medicine, National Library of Medicine, 8600 Rockville
Pike, Bethesda, MD 20894, USA
Anne McDonough
University Publications, University of Maryland, College Park,
MD 20742, USA
Virtual provider pessimism: analysing instant mess... http://informationr.net/ir/14-4/paper416.html
1 of 24 16/06/10 19:58
Introduction. We examine the differences between user and provider
perceptions of the same instant messaging reference encounter. We
summarize previoius studies of face-to-face reference encounters,
identifying a common phenomenon we call provider pessimism – when
users of a service are more satisfied than providers think they will be.
We then look for this phenomenon in an instant messaging reference
setting.
Method. The pair perception comparison method is introduced to
systematically compare user and provider perceptions of the same
encounter. We implement the method by administering separate
satisfaction surveys to undergraduate users and Master's of Library
Science student providers immediately after a shared instant
messaging reference encounter.
Analysis. A total of twenty-six matched surveys were compared using
paired sample statistics to identify significant discrepancies. Results.
We find evidence of provider pessimism for overall satisfaction, the
tempo of the interaction, ease of use of the system, friendliness of the
provider, accuracy of the references, provider follow-up and spelling
and grammar used by the provider.
Conclusion. Our findings suggest that new virtual reference
providers should have increased confidence in their abilities and not
be overly concerned with potentially stressful features of instant
messaging such as typing quickly or misspelling words. Future use of
the pair perception comparison method can more systematically
identify discrepancies in user and provider perceptions.
CHANGE FONT
Introduction
Reference is a joint endeavour between an information provider and an information
seeker. Although an encounter is shared and mutually developed, each participant
comes to it with a set of expectations. Likewise, participants leave an encounter with
their own perceptions of its success. These expectations and perceptions are often
latent and must be inferred from clues during the interaction such as body language,
tone of voice and expressions of gratitude. These cues are challenging to decipher in
face-to-face encounters and can be completely absent in virtual reference
interactions.
The best way to improve any skill is to make adjustments to behaviour based on
accurate and prompt feedback (Anderson 2004). The only immediate feedback most
reference providers receive is their own speculation of a user's perception of an
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