Abstract
When information seekers use an information retrieval system their strategy is based, at least in part, on the perceptions they have formed about that environment. A random sample was gathered of more than 2,000 actual search queries submitted by users to one Web search engine, WebCrawler, in two separate capture sessions. The results suggest that a high proportion of users do not employ advanced search features, and those who do frequently misunderstand them. Furthermore, many users seem to have formed a model of the Web that imbues it with the intelligence found in a reference librarian, for example, but not a retrieval system. The linguistic structure of many queries resembles a typical human‐human communication model that is unlikely to produce satisfactory results in a human‐computer communication environment such as that offered currently by the Web. Design of more intuitive systems is dependent upon a more complete understanding of user behaviour at the intellectual and emotional as well as the technical levels.
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