• Factors Influencing Digital Reference Triage: A Think-Aloud Study

      Pomerantz, Jeffrey (2004-07)
      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.
    • A Phenomenological Study of an Emergent National Digital Library, Part I: Theory and Methodological Framework

      Dalbello, Marija (The Chicago University Press, 2005-10)
      This article focuses on the activities surrounding the National Digital Library Program (NDLP) at the Library of Congress (1995-2000) to identify modalities of successful innovation and the characteristics of creative decision making. Theories of social change and organizational rationality, and the social construction of technology (SCOT) approaches provided the theoretical basis for this study. The underlying design for a phenomenological approach is discussed, together with the method for constructing a descriptive narrative that synthesizes the phenomenon under study (an emergent national digital library program). Theory, methodology, data collection, and the summary of findings with implications for practice are presented here. The accompanying article (Part II, dLIST item number 1635) presents the narratives of development, applying the interpretive phenomenological framework to document the innovators' perspectives about this formative event.
    • A Phenomenological Study of an Emergent National Digital Library, Part II: The Narratives of Development

      Dalbello, Marija (The Chicago University Press, 2005-10)
      This article discusses digital library development at the Library of Congress focusing on institutional processes associated with technological innovation in the library context and key transformative event, the completion of the National Digital Library Program (NDLP) (1995-2000). Interviews with seven key participants of the program conducted in 2002 at the Library of Congress (from policy-makers to digital library developers) are interpreted here in terms of loci of control (external/internal) shaping the process of innovation and its institutionalization â the coercive and normative pressures of society, and the professional field of librarianship. The perceptions of individuals are synthesized into a realist narrative in which their voices are still recognizable. Their tales of development show that organizational change driven by external forces and involving individuals who crossed boundaries of organizational fields can be very successful in forcing organizational isomorphism and integration of digitization in the library processes. The accompanying article, Part I, presents theories of social change and organizational rationality, and the social construction of technology (SCOT) as well as the methodological framework for this phenomenological study.