INFORMATION OBSERVATION 1
PURPOSE:
The information observation provides an opportunity to visit, observe and critique the delivery of information services in a setting of your choosing.The specific intent of the first observation is to explore how information intermediaries determine the information needs of an individual user/client, how the intermediary responds to the information request, how question negotiation proceeds, and to evaluate the effectiveness of the transaction.
INSTRUCTIONS:
Part 1. Choose any kind of setting where information is provided on a walk in basis or where it is easy to observe information transactions. (a governmental office; a travel agency; any public service agency or service point).a. Notice the general environment -- how customers/clients find the appropriate service desk/counter; how hospitable the environment is; how customers are treated.
b. Observe and record two or three service encounters, specifically noting how service providers handle aspects of question negotiation and resolution. Observe the provider in terms of:
- ability to understand the question(s)
- how the question(s) is/are clarified (if at all)
- ability to elicit appropriate information from the client
- ability to respond to the information request with appropriate and correct information
c. Become a client/customer yourself by asking an appropriate question, stated in a manner that requires further clarification. (at the same location or at another site; or by phone). Notice how the provider/intermediary handles your request and question negotiation. Evaluate the effectiveness of the response.
TO SUBMIT:
1. Be prepared to discuss observation in class: Thurs, 12 Feb.2. A verification report: by Friday, 13 Feb by email or on paper
This can be a simple report that includes:
- Your name
- Location/setting visited
- Amount of time observed
- Brief description of each observation (for identification purposes only)
- Brief description of question/encounter posed by yourself