INLS 180 Methods and Means of Intermediation

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INLS 180 Methods and Means of Intermediation
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Roloff (1981) -

• Social vs. Economic Exchange
• (Blau 1964)
• Unspecified obligation
• Unspecified time period
• Not open to bargaining
• Based upon trust
• Creates feelings of personal obligation
• Rate of exchange is difficult to quantify
• Social benefits are variable

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Social Exchangeaccording to Roloff

• Resources
• Exchange of information
• Concreteness and Particularity
• Rewards
• Costs
• Self-interest

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Interpersonal Communication

• Characteristics
• Occurs in relational context
• Guided by knowledge of relational partner
• Involves transmission of symbols
• Is functional

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Interpersonal Communication as Social Exchange

• Communication is a tool used to attain the goal
  of the exchange
• Communication is a resource within the exchange

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Taylor (1968) -

• Question Negotiation
• Two phases
• Intermediated
• Self-help
• Both include four levels of question formation

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Question Formation

• Q1 Visceral Need
• Q2 Conscious need
• Q3 Formalized need
• Q4 Compromised need

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Negotiation Process

• Used to extract more information than in normal
  conversation
• Uses five filters
• Determination of subject
• Objective and motivation
• Personal characteristics of inquirer
• Relationship of inquiry description to system
  organization
• Anticipated or acceptable answers

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Command vs. Question

• Specific
• Q4
• Know how need can be fulfilled

• Ambiguous
• Q3 or Q2
• Still seeking to define need

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Improving self-help systems

• Inquiry oriented
• Offers choices
• Allow the inquirer as much latitude as possible
  in describing his need (Taylor, 287)
• Develop instruction programs for users

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Discussion Questions

• Taylor presents a theory of the evolution of
  information systems. How do his ideas apply to
  present-day system design?
• In the years since Taylors article, how has
  technology blurred the distinction between
  intermediated and self-help question negotiation?
• In self-help question negotiation, how has system
  design been improved to yield better results?
• Taylor draws a distinction between the wholesale
  and the retail approach to information inquiries.
  How do Roloffs points on Social exchange apply
  to this concept?