USER STUDY FOR EXPLORATION OF USERS NEEDS

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International Journal of Library & Information Science (IJLIS)
Volume 6, Issue 1, Jan–Feb 2017, pp. 67–78, Article ID: IJLIS_06_01_008
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USER STUDY FOR EXPLORATION OF USERS NEEDS
Dr. Pragya GuptaNayak
Librarian, Institute for Excellence in Higher Education,
Bhopal, Madhya Pradesh, India
ABSTRACT
The real challenge in the modern world is not producing information or storing information,
but apt and proper use of information by people. Since volume of information is growing in leaps
and bounds, the information needs of users are becoming more and more diverse and complex. In
this changing context information providers are facing a lot of challenges to capture, process, store
and disseminate the available information for actual users. The user studies provide a clear
understanding of the actual information needs of the user in order to readjust the existing
information systems or chose new ones. Various models of information needs and information
seeking behaviour have been discussed. Each model represents a different but an overlapping or
similar approach to information seeking behavior of users. In order to satisfy the information need,
the user actively undergoes the information seeking processes. Some factors like physiological,
emotional, learning and demographic, etc. also deeply influence information seeking behaviour i.e.
some people have to face some obstacles. These barriers may be economic, social, environmental,
time related or geographical.
Effectiveness of a professional depends upon dissemination and use of right information at
right time. Information and communication technologies have changed the way in which the
libraries provide their services. Users study provide deeper understanding of access to their
collections and services .The need and behavior of their users and satisfaction ratio of users are
new assessment techniques of libraries. Therefore an effort has been made to how determine
information need and information seeking behavior of users.
Key words: Information needs, Information seeking Behaviors, Models of Information seeking
behavior, user study
Cite this Article: Dr. Pragya Gupta Nayak, User Study For Exploration of Users Needs.
International Journal of Library & Information Science, 6(1), 2017, pp.67–78.
http://www.iaeme.com/IJLIS/issues.asp?JType=IJLIS&VType=6&IType=1
1. INTRODUCTION
The method of determining information needs and use is usually an essential part of user studies. (Kawatra,
1992, P 2)1
A user study is defined as “Systematic study of information requirements of users in order to
facilitate manning exchanger between information systems and users”. User is an important component in
any library and information system. The main objective of a library is to satisfy the information needs of
the users and to provide the right information to the right user at the right time. All activities of library
revolved around the surrounding of users needs. To achieve user satisfaction, Information provider must

Dr. Pragya Gupta Nayak
know the library users, how they interact with the information system, their purpose and pattern of search,
what strategy they adopt for reaching information and their pertinent information requirements. Now-a-
days user studies play an important role to evaluate the existing information system in order to re-orient
and improve library collections, services and activities to effectively meet the information needs of the
user. In an era of continuous technological development in conjunction with information overload, user
studies enable information professionals to improve both their understanding of information use and
information delivery .Day to day contact with user can provide some of the understanding but, for a deeper
insight into the information needs, more formal studies are required. According to Shaughness (1987)2
one
of the fundamental factors for quality assessment of information services is the focus on patrons.
(Pao, 1989. P 42)3
categorizes the three groups for user studies.
• User oriented studies.
• System use oriented studies
• Utility oriented studies.
User oriented studies: Are focused on the characteristics of users. Pao suggests following points in the
study in the concentrating on users. User age, educational level, economic status, personal demography,
sociological, job and task description.
System use oriented studies: System use oriented studies drive their data from the system. The
transactions between users and the system are investigated and examined, for example the number of item
known to be having and/or loan through inter library channels, and the number of on line searches perform.
Utility Oriented Studies: Are related to information use and its impact. This study is difficult in the
sense that information use is uncountable and unobservable.
Purpose of a user study is:
• To identify the needs of users.
• To identify the resources and services user need.
• To identify the strength and weakness of library resources.
• For book selection.
• For resources collection.
User studies are a must at the time of designing a system or services. The effectiveness of a library and
information system depends on the extent to which the system characteristics correspond with the users
and, in how much the potential users are willing and able to make use of it.
A Systematic user study can also reveal some unanticipated data about the dynamic component of user.
No system has a luxury of unlimited resources and funds, User studies are required to check whether
intended goals are served by the system, if not, to alter the priorities and programmes so as to ensure
judicious allocation of limited resources. Users studies help improve public relations of a library with its
users. User studies is an area of continuous librarian education, about users than user education about
library and understanding user is a must.
The final goal of the system, which is engaged in collection and retrieval of information, is to deliver
the information according to the needs and requirements of the users. The success of providers of
information service depends on their ability with regard to catering to the specific need of information
seekers. So information needs of users should be carefully measured and assessed and that will prepare the
necessary platform for all information activities. Due to Scientific and technological revolution, the sheer
quantity of knowledge and information is growing exponentially. As a result, the libraries and information
centers are facing growing challenges to meet the diverse needs of the users.

User Study For Exploration of Users Needs
2. MODELS OF INFORMATION SEEKING BEHAVIOUR
Information seeking behaviour is the key area of user studies. Users are the principal component of
information system. Thus, it is important to examine information seeking behavior of user because this
behavior can assist librarians, designers of information system and information professionals to create a
system that is according to user strategies.
For understanding the process of information seeking, various models are useful for examining the
strategies, process, success and failures of the users while searching for information.
2.1. Alen Foster’s4
a Nonlinear Model of Information Seeking Behavior
Foster group information seeking activities into three categories: opening, orientation and
consolidation. These processes describe the interaction between the information seeker’s cognitive
approach and their internal and external context.
Opening: is a nonlinear component representing a collection of activities. All activities interact with
each other further opening activities and other core processes. Two activities, breadth exploration and
eclecticism, involve combination of other activities to form a larger process. Breadth exploration is a
conscious expansion of searching to allow exploration of every possibility. Following activities are Choice
of keywords, selection of sources and the initiation of combination of other core processes. Eclecticism
includes accepting, gathering and storing information from a diverse range of both passive and active
sources building.
Orientation: performs many of the basic problem solving aspects. It focuses on identification and the
direction we should look at. The activities and strategies found in the opening process feed results into the
orientation process.
Consolidation: It is the process of judgment whether acquired material is sufficient to satisfy the
information need. In this step search will be refined by deciding the boundaries for search. Outcomes
depend on sources and awareness of information needs. If information or outcomes are not available then
the loop will go back to the characteristics of information need.
Information seeking is context dependent process in which the information seeker works. Many
external and internal factors influence this process. There are categories of context which are given as
follows: External context includes social and organizational, time, the project, cognitive approach, etc
.Internal influence i.e. level of experience, prior knowledge, self-precision, and self-efficiency .Cognitive
approach means mode of thinking and willingness to identify the use of information.
2.2. Barbara Nicdzwiedzka (2003)5
, General Model of Information Behavior
Barbara designed a new model of information behavior on the basis of Wilson’s 1996 model of
information behavior. The proposed new model consists of main concepts of Wilson’s model such as

person-in-context, three categories intervening variables (individual, social and environmental).According
to this model, a user perceives a need and then takes decision to seek information. He either seeks himself
independently or by intermediaries. This seeking process is done in information center, libraries etc. or in
computerized search system or own knowledge and reference collection. This entire process includes
intervening variables i.e. personal, role related, environmental. Wilson in his model described that these
variables influence as activating mechanism context. Thus, variables are influenced at all stages of the
process.
The model shows two basic strategies of information seeking.
• User seeks information personally
• Intermediaries seek information on behalf of user
2.3. Ellis’ Models of Information Seeking Behavior
Ellis (1989)5
, Ellis etal (1993)6
and Ellis and Hugan (1997)7
proposed a general model of information
seeking behavior after studying the information seeking pattern of different user groups for example; social
scientists, research physicists, chemists and engineers. Ellis’ model illustrates six types of information
seeking activities. These are Starting, Chaining, Browsing, Differentiating, Monitoring and Extracting.
They have explained these activities in the following terms.
Starting: “The means employed by the user begin information seeking, for example, asking a
knowledgeable colleague”. It means all activities which are related to initial search for example,
identification of sources from which seeker get information might serve as primary source because they
refer to additional sources related to the topic.
Chaining: It is characterized by following different forms of referential connections between the
sources to identify new sources of information Footnotes and bibliographic citations cited in an article or
book referred to sources relevant to the topic make a chain. This chain can be backward or forward. Chain
enhances the search process.
Browsing: “Semi directed or semi structured searching”. Browsing means “to look casually”. It is the
activity by which seeker looks through table of contents, list of titles, keywords, proper nouns e.g. person,
organization’s name, abstract, summaries and conclusion. Shelf reading is also browsing. These activities
are basically unstructured and adhoc.
Differentiating: It is characterized by the activities undertaken when the information sources are ranked
according to their relative importance based on the respondent’s own perceptions. Informal channels are
given preference over formal channels. Participation in discussion and conversations is considered to be
more effective than reading literature. Filtering: - It is the process carried out by the use of certain criteria
or a mechanism while searching the information to make it as relevant and precise as possible. After some
browsing, the user filters and selects the sources that are according to his need or are recommended by
anyone or reviews. Computerised literature searches are considered the main means of filtering which
minimize the risk of failing to obtain the important information and problem of lack of time
Monitoring: “Keeping up to date or current awareness searching”. It is the activity in which users keep
themselves aware about the current and latest knowledge of their interest.
Extracting: “Selectively identifying relevant material in an information source”. In this activity, the
seeker searches a particular source or resources to identify-
the material of his interest. This particular
source would be secondary type of source which can be located at the specific source e.g. bibliography,
indexes and online databases.
Verifying: “Checking the accuracy of information” which is sought.
Ending: i.e. “the tying up of loose ends through a final search”. This activity is carried out to actually
finish the information seeking process. This is performed at the end of final stage. When the researchers

are knowledgeable about the subject field and the conclusions are drawn they may need to carry out small
scale searches targeted towards the particular unsolved question to complete the project.
2.4. Wilson’s General Model of Information Behavior (1996)8
This model is designed on the basic framework of the 1981 model. The person in context remains the
focus of information needs. In this model barriers are identified as intervening variables, whose impact
may be “supportive” or “preventive” information seeking behavior would be active or passive. Behavior
theories are involved in stimulating information seeking behavior which explains the factors that motivate
information seeking behavior.
Stress coping theory explains that when the information needs of individuals engaged in seeking
activities are high, their work is affected due to lack of knowledge. This situation creates stress. High level
of stress develops high level of motivation to cope the stress and the individual engages in seeking
activities. The risk/reward theory explains why in some situations people seek information and in some
they do not and why certain information sources are more frequently used then others.
2.5. Leckie etal’s Model of Information Seeking of Professionals (1996)9

Leckie etal’s model is based on the assumptions that a man associated with any profession has to play a
particular role in his profession. For performing his role he has to accomplish particular tasks. These tasks
require information.
Thus, information need arises at this stage. In response to the needs, he shows seeking behavior. This
behavior is affected by factors such as sources available, intended use of sources, individual characteristics
of the user, and environment surrounding the user (Devadson and Lingam 1997)10
Leckie et.al specifies the
factors which directly have an impact on his appearances and awareness of information sources which
include accessibility, quality, timeliness, trustworthiness, familiarity and previous success. This model is
compatible for the researcher’s study because it is based on work role and tasks which arises information
needs.
2.6. Kuhithau(1992)11
Model of Information Seeking
Kuhlthau developed a model for high secondary student’s information seeking behavior to accomplish a
research assignment. His model illustrates information seeking process in different stages:
Initiation: In the first step the user recognizes the need due to lack of knowledge or understanding.
General information is related to the general understanding rather than specific information.
Formulation: Information gathered in exploration stage and thoughts become clearer and focused
perspective on the topic is developed on the basis of information found. At this stage understanding of the
topic grows and thus, the information search can be more focused.
Collection: Interaction between user and information system i.e. library, experts, librarian, friends
occur. In this step user have clear sense of direction. A person can specify his needs based on
understanding developed in exploration step. He is more confident in this stage.
Search Closure or presentation: When the problem is resolved or assignment is prepared the search is
completed and closed.
In Kuhlthau’s model student’s knowledge grows gradually due to interaction with information and
information system. Cognitive process is involved in information seeking. User gradually enhances
learning. His cognitive level increases step by step. Kuhlthau’s model focuses on the search process rather
than use, synthesize, evaluation and assimilation of information.
2.7. Dervin’s (1983)12
Sense-Making Approach
Sense-making can be defined as behaviour, both internal (i.e. cognitive) and external (i.e. procedural),
which allows the individual to construct and design his or her movement through time-space. It refers to
the ways in which individuals perceive and bridge cognitive gaps . As such the Sense-making approach
can be used to acquire an understanding of information, communication, and meaningful relationships in
these forms of behaviour (Tidline 2005:113)13
. By using the Sense-making approach to study users’
information behaviour, researchers are able to discover people’s strategies, expectations, attitudes, and
anxieties within their lives and work situations (Solomon 1997a:1098)14
.
To bridge this gap, individuals seek information to make new sense and use this information to help
them continue on their journey. The outcome represents the use of information to complete a task. From a
cognitive point of view, the Sense-making approach is an essential step forward in a study of information
needs and information-seeking. The approach draws attention to individual sense-making (problem

solving) in varying situations, and focuses on the information seeker and process viewpoints rather than on
information systems or traditional viewpoints (Ingwersen & Jarvelin 2005:6215
; Tidline 2005:11416
).
2.8. Wilson’s Model of Information behavior (1981)17
The model characterizes information seeking behavior as a user perceives a need. To satisfy this need,
he makes demands from formal or informal information system services or sources. His demands may be
fulfilled or not which result in success or failure to find relevant information. In case of success the uses
the information but if he fails to satisfy the need, he will have to start searching again.In this model other
people may be involved through information exchange. In seeking process if a user finds information,
which is useful to any other person, he passes it to them
Common elements or factors reflected in all the models are that information usage is a process
involving multiple phases. There phases include the identification of Information need, the decision to use
information, selecting and acquiring information sources, finding and gathering, interpreting and
processing the information, and putting the information to use. The outcome of the information seeking
process is the utilisation of the required information to complete the task (i.e. the satisfaction of the
original need).
Ellis (1989)18
model and Kuthlthau's (1993)19
information process models characterise the information
seeking patterns of information users. Dervin's (1983)20
sense making approach's focuses on the need for
information experienced by users within the context of their personal situations.
Models have some other features, which distinguish them. While Foster, Wilson, Barbara and Kuhlthau
focus on the personal context and personal cognition of information need, their explanation of information
seeking behavior might be understood with the terminology they have used to emphasise their concept.
Foster talks of collection of certain activities which interact with each other and this combination provide
the basic drive for other required steps of his model like ‘judgment’ and ‘consolidation’. Wilson and
Barbara explain the process in a much-simplified manner. Wilson highlights the context of information
need, which is activated by a strong feeling to do something. Thus, the individual develops a deep feeling
of the need that in turn motivates him to satisfy that need under a mixed effect of psychological,
demographic, role oriented, environmental elements and source characteristics and according the
expectation of reward etc. 'the seeker is activated to seek information. Although this model is quite
comprehensive, yet Barbara believes that ‘intermediaries, who work on behalf of the user, also play some
role. Leckie’s model focuses on the work role which certainly shapes up the nature of required tasks. This
partly linear and partly circular model emphasizes the role of ‘feedback’ which in turn affects information
seeking. Kuhlthau’s six stage model describes the beginning (initiation) of the specific subject which is to
be explored. This step precedes and shapeup the kind of information required.

3. INFORMATION NEEDS
Information needs are not “Internal mental states”. This is a mistaken understanding related to the
subjectivity of a cognitive view and the concept of ASK (“Anomalous state of knowledge”).the concept of
information needs is similar to the need for love and the physiological need for food and water.
Information seeking thus is dependent upon the problem situation from which the need for information
arises”. In this view, information need is a situation or task which depends on many factors and changes as
the seeker goes form on stage of task to the next. Thus, it seems that there is a need to understand the
user’s requirement because the root of any information seeking is believed to be the concept of information
needs, like; needs for new information; need to expand or clarify the information obtained; and need to
confirm or validate the information known (Allen, 1996, P.103)22
Voigt23
recognizes types of users
Information needs or approaches
Current approach: User keeps himself abreast with the latest development in his own field of
information.
Everyday approach: is to meet user’s frequent information need during his research work. Exhaustive
approach, this type of information need user wants to know almost all the relevant literature on a particular
field.
Catching up approach: A user seeks brief but full information on this recent development in a related
field to have a quick and broad view of the subject.
Psychologists have divided need into three categories:
• Physiological need, such as of food, water, shelter etc.
• Affective needs, such as the need for attainment for domination, etc.
• Cognitive needs, such as the need to plan, to learn a skill.
Choudhary, (1999, P.181)24
Characterizes information need as-
• It is a relative concept. It depends on several factors and does not remain constant.
• Information needs vary from over a period of time.
• Information needs vary from person to person; from job to job, subject to subject, organization to
organization and so on.
• People’s information needs are largely dependent on the environment for ex, information needs of those in
an academic environment from those in an industrial, business or government/administrative environment.
• Information need often either remains unexpressed or is poorly expressed.
• Information often changes on receipt of some information.
All these categories are interrelated. One type of need may trigger another and as a part of search for
satisfaction of needs an individual may seek information, Rohde (1986)25
3.1. Factors of Information Need & Use
• Information needs are subjective as well as objective with inter relationship between the two.
• Needs differ from: individual to individual, group to group, institution to institution, society to society,
environment to environment and from time to time.
The main factors for such variations are caused because the group or the individual has to perform
various work roles and functions in different environment. In addition to this, personal characteristics,
aptitude, knowledge structure also influences individual behavior of information seeking. The range of
information services available, service aptitude of the library staff, availability of information resources,
physical facilities and environment within the library or information center and user own orientation also
make difference. The social, political, economic and cultural environment within the work role is

performed by users also affect information needs of users. Paisley (1981)26
observed the following
dependant factors:-
• The full array of information sources those are available to users.
• The different uses to which the information will be put.
• Individual characteristics of users, for example, Motivation professional orientation etc.
• The social, cultural, political and economic factors that may affect the work of the user and his/her
information needs, information seeking behavior and use patterns.
• The consequence and impact of information use, for example increase in work productivity.
Persistent person is strong willed to search information. He tries again and again and in case of failure
he applies new strategies. Some people search comprehensively on a topic. Their search is exhaustive in
nature. Some people keep all their information systematically in files and use it in time of need. A
motivated person has strong desire to search. So many factors create motivation, job; he/she would do
better work (competition with other employ); job perfection promotion or financial matters, several other
factors also contribute in creating motivation. Moreover, people do not get time in their busy schedule to
meet their information needs. They need concise, precise and ready mode information urgently. Access to
information, sources and systems is very important.
Information need is a relative concept. Different authors describe different factors but almost all of
them agree on these factors: Work activity/ job or subject field, motivation, willingness to search and use
information, personal characteristics, availability of information sources.
3.2. Identification of Information Need
Hale (1986)27
summarized the purpose of identifying information needs for:
• Optimizing the allocation of operating resources by customizing services to selected clientele.
• Fine tuning the delivery of information within existing system.
Although, the identification of information need is a complex process, it is a crucial job, because it
depends on different variables such as subject interest of user, nature of his work, motivation etc .Tom
Wilson presented a paper in Association of Caribbean University, research and Institutional libraries, XXV
conference, 1997, on the topic of “Information Seeking
Behavior: designing information system to meet our clients’ needs”. According to (Wilson.)28
Information recognized if we understand,
• The nature of organization.
• Organizational information need.
• Work in the organization.
• Personal Information needs.
Every individual performs different types of activities in the organizations to fulfill his responsibilities.
To understand the work in the organizations their activities must be observed. Interaction with people is
the best method to comprehend the work in the organization. (Wilson)29
“Talking to people about their
problems, observe flow of information, find out how information sources are used, what are the methods
by which information manager keeps himself. Every person has working responsibilities, their working
activities constitute some needs and these needs are related to fill a knowledge gap, to resolve any
problem.”

4. INFORMATION SEEKING BEHAVIORS
In order to satisfy the information need, the user actively undergoes the information seeking processes. It is
the “Complex pattern of action and interactions which people engage in when seeking information of
whatever kind and for whatever purpose”. (Ellis 1997, P.216)30
The following process takes place in the information seeking behavior.
• Identifying objective’
• Defining need.
• Accessing information system
• Establishing sources of information
• Information acquisition
• Use of Information
• Satisfaction/ dissatisfaction
(Solomon, 1997).31
Kuhlthav (1993)32
describes information seeking as a cognitive and emotional
process of constructing a personal understanding of a topic. Personality traits play an important role in the
learning process. Seeking process and seeking strategies reflect personality characteristics.
CONCLUSION
Summarizing the compiled ideas and thoughts presented by various experts, one can say that information
seeking behavior is a multidimensional process and its dimensions are mental, linguistic, cognitive, social
and psychological.
The process starts when a person perceives a need in his mind and for satisfaction of need he interacts
with library, information centers, internet or a person. An interaction causes social relationship in turn.
Thinking, perception, memory and learning are involved in cognitive process. Language is used to convey
the message which appears in the mind. It is a learning process in which thinking, dealing and acting is
involved.
Information seeking behavior undertakes under certain circumstances, e.g. time, background,
conditions, etc. so it is considered to be a context based process. One of its important dimensions is
psychological in nature. An individual’s type of personality has a great impact on his seeking process.
Accessibility and reliability of an information source or channel is also quite important in this process.
Ever increasing number of sources and channels of information are not easily accessible by users. Users
often do not have knowledge regarding how to make best use of many sources of information. Consequent
user’s demands for various types of information are increasing continuously. There is an urgent need to
assess and analyze the real and current information needs of users.
In this regard the development of powerful information system/centers, strong collection and
development of library, designing of services and planning is quite important. The effectiveness of an
information system/Center or any other channel depends on user’s satisfaction. User’s information need
study is the only way to measure the effectiveness of any information system. This area of the subject
requires continuous research to cope with the demands of the changing information environment.
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