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Discovering User Information Needs - Applied Cognitive Science ...

Discovering User Information Needs - Applied Cognitive Science ...

found using traditional

found using traditional hyperlink navigation on the site. Or maybe a user knew exactly what he wanted to know, but didn’t want to navigate through many pages. Search queries can be faster than hyperlink navigation, especially if you’re using sites that do not provide information in the structure users expect. By determining the most popular queries to a site, we can discover what information users want from that site. 2.3.1 What we did We examined search query logs of Penn State’s homepage, provided to us by the Penn State webmaster to augment our analysis. We compiled a listing of the 250 most searched for phrases in the search logs from the Spring 2002 semester at the Penn State website (www.psu.edu). The logs represented over one million search queries. The queries were typically short phrases. We classified the top 100 phrases into three categories, and of these categories we list only the most popular searches in that category. The largest category was phrases related to registrar functions. These tasks are supported by the registrar in the US colleges and by departments in the UK and other cultures. Table 4 provides a listing of these tasks. 2.3.2 Tasks supported The queries in the first group shown in Table 4, were related to the registrar and registrar-related topics. All of these items are provided by a centralized registrar's department in the US, so we do not include them in our task analysis. In other countries, such as the UK, several of these topics would be relevant to include on a departmental website, and should be included to create a more local task analysis for such sites. The next group of queries is shown in Table 5. This list is of topics that department websites might reasonably be expected to include, and that some users are not finding directly from department (or university) websites, or prefer to use a search engine to find. The third group of searches was for colleges and departments within the university. Table 6 lists the colleges and departments most searched for from the PSU search engine. 7

Table 4. Registrar-related tasks, grouped by keyword including synonyms. Search keywords Number of searches Registrar 6,284 Final exam schedule 6,184 Transcripts 5,073 Courses 2,379 Course schedule 2,111 Summer courses 1,417 Course availability 944 Course descriptions 587 Scheduling 527 Based on this table, we added to our full task analysis a listing of courses offered by the department; a map indicating the location of the department (and its teaching and research facilities); career services if offered through or with the department; significant programs in the department (the junior core is a set of courses in one of the colleges at Penn State); minors and other degree programs; and finally, links to the syllabi of the courses offered by the department. 2.3.3 Summary Table 5. Items for department websites. Search keywords Number of searches Courses 2,379 Campus map 2,295 Career services 2,292 Junior core 1,966 Online courses 1,090 Minors 444 Physics 201 359 Econ 333 294 Departments can fruitfully monitor the most common items searched for in their website. This listing will suggest what topics are hard to find and what topics are not yet included. 8

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