Karen E. Fisher

Information grounds and the use of need-based services by immigrants in Queens, New York: a context-based, outcome evaluation approach

We elaborate on Pettigrews (1998, 1999) theory of information grounds while using an outcome evaluation approach enriched by its focus on context to explore the use of need-based services by immigrants in New York City. Immigrants have substantial information and practical needs for help with adjusting to life in a new country. Because of differences in language, culture, and other factors such as access, new immigrants are a difficult population to study. As a result, little research has examined their predilections from an information behavior perspective. We report findings from a qualitative study of how literacy and coping skills programs are used by and benefit the immigrant customers of the Queens Borough Public Library (QBPL). From our interviews and observation of 45 program users, staff, and other stakeholders, we derived a grand context (in Pettigrews terms) woven from three subcontexts: the immigrants of Queens, New York; the QBPL, its service model, and activities for immigrants; and professional contributions of QBPL staff. Our findings are discussed along two dimensions: (a) building blocks toward information literacy, and (b) personal gains achieved by immigrants for themselves and their families. We conclude that successful introduction to the QBPL-as per its mission, programming, and staff-can lead immigrants to a synergistic information ground that can help in meeting broad psychological, social, and practical needs.

Information behavior

Information behavior” is the currently preferred term used to describe the many ways in which human beings interact with information, in particular, the ways in which people seek and utilize information. The broad history of research on information-seeking behavior over the last 50–60 years is reviewed, major landmarks are identified, and current directions in research are discussed.

Making Sense of an Information World: The Everyday‐Life Information Behavior of Preteens

This article presents an empirically‐grounded framework for mediating the everyday‐life information worlds of youth aged 9–13. “Tweens” are a sandwiched population with behaviors, circumstances, and needs distinct from children and young adults. Little research has addressed their information‐seeking, especially regarding nonschool contexts. Thus, empirically‐based conceptual tools are needed to help professionals in mediating the complex information worlds of tweens. Guided by multiple frameworks (Dervin’s sense‐making, Fisher’s information grounds, and Chatman’s normative behavior), data were collected using the “Tween Day” technique, involving scenario‐based focus groups and interviews with thirty‐four youth in three distinct settings. The study aimed at understanding the situations for which tweens seek everyday information; which sources they use, and why; what social settings foster information‐sharing, and how; and what factors (especially affective) promote or hinder information‐seeking. Using these findings, the proposed professional service framework contains five descriptive principles for mediating everyday‐life information‐seeking and information use by tweens.

2-1-1 Information services: Outcomes assessment, benefit–cost analysis, and policy issues

Abstract This study investigates policy issues surrounding the implementation and assessment of 2-1-1 information and referral services. More specifically, the study explores the benefits that users receive from 2-1-1 referral services that are distinct from the actual social assistance provided by various service agencies; what policymakers should consider when funding and implementing 2-1-1 services; and the operational structure and interagency relationships that can maximize the benefit of the referral service to both individuals and existing social service agencies. Researchers conducted an extensive literature review and case study to examine dimensions of service performance, benefit–cost, and user outcomes of 2-1-1 services. This study further identifies potential measures and protocols for developing a holistic assessment program that goes beyond the reporting of quantitative inputs and outputs associated with a 2-1-1 agency. The centerpiece of this study is the creation of a logic model that identifies benefits and costs at three different levels: the individual, organizational, and societal. In addition, the model incorporates the dimension of time in order to distinguish between short-, medium-, and long-term benefits. Thus, the model provides a basis for incremental and flexible assessment of service performance that can lead to the creation of a culture of continuous improvement and ongoing evaluation for 2-1-1 services.

eGovernment Services Use and Impact through Public Libraries: Preliminary Findings from a National Study of Public Access Computing in Public Libraries

eGovernment services are delivered in many settings, including public libraries, which have increasingly assumed the role of service provider for users of these services. The U.S. IMPACT Studies are examining use patterns and impacts of eGovernment services (among other uses) in populations using libraries for their primary or secondary means of Internet access. A mixed methods approach national telephone survey (N=1130), web survey (N=45,000), and five field studies (317 interviews)-is providing a comprehensive picture of this activity across the country. Preliminary findings show 22-37% of public access computer or wireless Internet users in public libraries engage in some form of eGovernment use, with evidence that use on behalf of others (LIMB) may extend the impact even further than previously thought. An emergent theme from the case study analysis indicates that a primary use factor may be the trust that users have in the public library setting.

The Impact of Social Types within Information Communities: Findings from Technical Newsgroups

We explored whether Fisher and Durrance’s [11] framework of information communities applies to online technical newsgroups and the impact of particular social types on information flow within digital economy. Data collection methods included content analysis of discussion threads from six technical newsgroups over an eighteen month period, along with focus groups, participant observation and interviews with key informants, and analysis of quantitative data obtained from Microsoft Research’s Netscan project. Findings support and expand the information communities framework. Four social types were identified: (1) members, (2) mentors, (3) managers and (4) moguls. Newsgroups facilitated social and information exchanges among individuals from diverse backgrounds, cultures, and geographic locations as they posted and replied to messages publicly available for viewing. The interaction of the social types within the communities thus fostered information flow as people solicited, disseminated and exchanged information on varied topics.

Action!: codesigning interactive technology with immigrant teens

In the minds and hands of young people lie the capacity to change the world. Our work, InfoMe, is about understanding (a) how immigrant and refugee youth help others in everyday lifefielders, friends, complete strangersthrough information and technology, and (b) how these behaviors can be supported through youths? designs for interactive technologies and services. We reflect on our work developing the Teen Design Day methodology with youth from Africa and Asia, and consider our approach in relation to others for supporting interaction design with youth. Teen Design Days is a scalable, portable methodology used in situ that enables investigators to explore concepts, test ideas, and create designs with youth, while meeting their developmental needs in safe settings and in culturally and gender appropriate ways.

Information Communities: Characteristics Gleaned from Studies of Three Online Networks

Digital network infrastructures such as community networks have heralded powerful new ways for enhancing peoples quality of life. We argue that the Internet has further facilitated the creation of information communities: constituencies united by a common interest in building and increasing access to sets of dynamic, linked, and varying information resources. Using data from a two-year study of three community networks, we describe five defining characteristics of effective information communities: (1) emphasis on collaboration among diverse information providers, (2) capacity to form around peoples needs to access and use information, (3) capacity to exploit the information sharing qualities of emerging technologies, (4) ability to transcend barriers to information-sharing, and (5) capacity to foster social connectedness.

Adapting Design Thinking and Cultural Probes to the Experiences of Immigrant Youth: Uncovering the Roles of Visual Media and Music in ICT Wayfaring

Our case study focuses on our fifth collaborative design workshop with immigrant and refugee youth, geared to understanding the role of information and communication technologies (ICTs) in their daily lives, especially as wayfaring aids for helping others with healthcare, transportation, education, employment, etc. The importance of our case study lies in its lessons for co-design research techniques related to immigrant youth. We have found that best practice includes adapting to the different cultures and experiences of immigrant and refugee youth from East Africa, Myanmar, Syria, and Latin America. Our adaptations exemplify our growing understanding of teen culture and the rapid evolution of ICTs created, employed and managed by youth. Our fifth workshop, with 22 Latino teens, embodies best practices related to the importance of visuals and music in forging youths digital identities and their ICT wayfaring behavior.

Communicating the Impact of Free Access to Computers and the Internet in Public Libraries: A Mixed Methods Approach to Developing Outcome Indicators

The U.S. IMPACT studies have two research projects underway that employ a mixed method research design to develop and validate performance indicators related specifically to the outcomes of public access computing (PAC) use in public libraries. Through the use of a nationwide telephone survey (n = 1130), four case studies, and a nationwide Internet survey of PAC users administered through 636 public libraries, this approach will generate generalizable quantitative data on the extent and distribution of the use of public access computing resources, as well as provide rich contextual data that will help understand how people use the computers and Internet connections in public libraries and the impact it has on their lives.