Hindrances as learning tools when seeking information : Sense-Making methodology and system improvement

Abstract

Large complex information systems require constant attention to, and improvement in, satisfying user needs when users cannot find required information. It concerns system developers how they can produce such systems and find ways to overcome hindrances to information finding. This paper discusses the concept of the hindrance based on Dervin’s (1983) Sense-Making methodology. An appraisal of past research demonstrates the shift library and information systems research has had from a system to user centred focus. An explanation of Dervin’s methodology is then presented, in particular her information seeking concept of situation–gap–uses. This concept demonstrates how a user negotiates an information space, such as a library catalogue, to make sense of their information situation and either complete it successfully or move to another way of finding information. Some examples of Dervin’s methodology are used as this author’s previous research work illustrates how hindrances can inform designers of ways of improving systems or learning from mistakes in creating new systems.