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A Frame-Based Theory of Information Behavior: a Grounded Theory Study

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A Frame-Based Theory of Information Behavior: A Grounded Theory Study Charles M. Naumer A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy University of Washington 2012 Reading Committee: Karen Fisher, Chair Michael Crandall David Hendry Hans J. Scholl Program Authorized to Offer Degree: Information School © Copyright 2012 Charles Naumer University of Washington Abstract A Frame-Based Theory of Information Behavior: A Grounded Theory Study Charles M. Naumer Chair of the Supervisory Committee: Karen E. Fisher, Professor Information School Information needs is a difficult phenomenon to understand as well as to define (Case, 2012). Understanding the way people identify their information needs is considered very difficult to assess given that they exist in someone’s head (Belkin & Vickery, 1985). Indeed, Wilson (1981) suggests “it may be advisable to remove the term ‘information needs’ from our professional vocabulary and to speak instead of information seeking towards the satisfaction of needs” (p. 9). Leading in this direction, Taylor’s (1968) foundational theory of information need has been criticized for its receipt of little empirical validation (Nicolaisen, 2009). Therefore, the question is how does one study information need and where does it fit within the field’s theoretical understanding of information behavior. This question leads to a primary research objective directed at exploring the relationship between the way people frame a problem and the way they define their information needs. The concept of framing - used in many cognate fields - has not been widely applied in information science. The use of framing as a knowledge representation construct is explored in terms of how it might relate to information needs and inherent concepts of information seeking and use. i A multi-dimensional, in-depth, long-term case study methodology was employed to collect data. The complex problem environment chosen was parents’ sensemaking behavior when choosing a school for their child. As part of this methodology, software was developed to capture or surface participants’ mental activity associated with framing the problem and defining their information needs. Participants used the software for a seven to ten week period as they attempted to make sense of the issue of school choice. Participants also kept journals documenting their thought processes and were interviewed every other week throughout the study. As a result, data supporting the study consisted of software usage logs, journal entries, user generated knowledge maps, and extensive interview data. A constructivist grounded theory approach was used to guide data collection and analysis, and theory development. Using this approach the frame-based theory of information behavior emerged. This theory explains information behavior in terms of four key concepts: frames, information needs, information and context. These four concepts are described as continually evolving through processes of development and reflection. The proposed frame-based theory identifies frames as knowledge representation constructs that offer a way of understanding information needs in the context of making sense of complex problems. Key implications of this research include: 1) frames as a key concept for understanding information behavior, 2) the definition of information needs as a filter between a person’s framing of an issue and the information environment, 3) integration of the concept of context into our understanding of information behavior, 4) development and reflection loops as a means of describing the interaction between the ii four key elements of the model, 5) a way of connecting and extending information science to other disciplines through the construct of a frame, and 6) an approach to informing the development of systems and resources that support sensemaking. iii Table of Contents CHAPTER 1: INTRODUCTION TO THE STUDY .................................................................................................... 1 RESEARCH MOTIVATION AND ASSUMPTIONS ................................................................................................................ 1 RESEARCH OBJECTIVES ............................................................................................................................................. 2 RESEARCH JUSTIFICATION ......................................................................................................................................... 4 Information Needs Research .......................................................................................................................... 4 Problem Framing Research ............................................................................................................................ 5 Information Framing and Information Needs Development Research .......................................................... 6 Public Policy Research .................................................................................................................................... 7 RESEARCH PURPOSE ................................................................................................................................................ 8 DEFINITION OF KEY TERMS AND CONCEPTS ................................................................................................................... 9 Complex Problems ......................................................................................................................................... 9 Framing ........................................................................................................................................................ 10 Sensemaking ................................................................................................................................................ 10 SCOPE OF STUDY ................................................................................................................................................... 11 CHAPTER 2: LITERATURE REVIEW AND RESEARCH GROUNDING ................................................................... 12 INTRODUCTION ..................................................................................................................................................... 12 INFORMATION NEED .............................................................................................................................................. 13 The Definition of “Need” in Cognate Fields .................................................................................................. 14 Information Needs and IS ............................................................................................................................ 15 Historical Evolution of Information Need Research within IS ...................................................................... 17 Information Paradigms and Models ............................................................................................................ 22 Social Constructionist or Social View ........................................................................................................... 25 New Inquiries ............................................................................................................................................... 28 A working definition of “information needs” ............................................................................................... 28 iv SENSEMAKING ...................................................................................................................................................... 31 Information Science and Communications: Dervin ...................................................................................... 32 The ontological-epistemological divide: the in-between ......................................................................................... 34 “Verbing” as a primary ontological category ............................................................................................................ 34 Individuals as Theorists ............................................................................................................................................ 35 Discontinuity and Continuity .................................................................................................................................... 35 Linear vs. non-linear representations ....................................................................................................................... 37 Singular vs. multiple (complexity) ............................................................................................................................ 38 Purposive and Individual .......................................................................................................................................... 38 HCI Perspective: Russell, Steffik, Card, Pirolli ............................................................................................... 39 Cognitive Problem Solving Perspective: Klein et al. ..................................................................................... 40 Organizational Studies: Weick and Snowden .............................................................................................. 43 Karl Weick’s conception of sensemaking ................................................................................................................
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