Welcome to Angelica Gilmer's Oral Presentation of
"Information Counseling Inventory of Affective & Cognitive Reactions While Learning
the Internet"
by Diane Nahl
Overall Summary of Article by Diane Nahl
As the amount of
information continues to increase and the changes in the information environment accelerate there is a great need for professional
counseling to help users in seeking meaning and understanding the information. Information counselors would conduct
interviews to allow them to diagnose users' needs. The "Behavioral Inventory of Internet Learning" provides information
counselors with a map of what behaviors to expect from novice learners, and possibly, how to intervene at an appropriate level, to
facilitate and promote the users' needs and goals. This analysis of the behavior of users in information environments has led to the
development of a matrix system that is intended to be exhaustive and applicable to any user environment.
This was basically the introduction for the article. The main point was that because of the constant changes and increase in
information, information counselors using this "Behavioral Inventory of Internet Learning" matrix could diagnose problems
novice users may have and intervene to help. Right now this may sound very confusing but please continue reading and it should
all clear up for you. Below I have drawn the matrix to help you follow along. If you get confused with the next two sections return
to this matrix and hopefully it will help.
MATRIX
LEVELS
AFFECTIVE (A) COGNITIVE (C)
SENSORIMOTOR (S)
3: Internalization affective internalization
cognitive internalization sensorimotor internalization
2: Interaction
affective interaction
cognitive interaction sensorimotor interaction
1: Adjustment affective adjustment
cognitive adjustment sensorimotor adjustment
ACS Classification for Feelings, Thoughts, and Actions
The following three behavioral domains are involved in every human act. Everything that a searcher can feel or choose (A), think or infer (C), and overtly see or do (S), is termed "information behavior."
Affective Domain (A): includes behavioral acts that relate to feelings. ex) interests, values, motivation, purposes, & goals.
Cognitive Domain (C): includes behavioral acts that relate to cognitions. ex) knowledge, comprehension, problem solving, &
critical interpretation.
Sensorimotor Domain (S): includes behavioral acts that are externally observable. ex) visual perception, speaking, and
navigating. **This domain was not really discussed in this article.
This section explains the three behavioral domains that an internet counselor would look at through interviews, and observing
novice users. By pinpointing behaviors from these domains the information counselor can then determine what needs to be done.
Do the instructions need to be more clear? Is intervention necessary? Answering these questions early can help better manuals and
tutorials be put out. For example, say it was observed that many novice users get frustrated when waiting for a web page to load.
The information counselors would note this and decide that it should be stated somewhere that certain pages can take longer than
other, etc...
The Three
Levels: Orientation, Interaction, Internalization
Level 1: Adjustment Level-Orienting and Adjusting
Level 1 information behaviors occur in all three domains and revolve around users' initial needs to orient and adapt to information situations. For
example, basic skills in learning new software and keeping one's motivation going throughout a task.
Level 2: Interaction Level-Searching and Navigating
Level 2 information behaviors include some form of self-directed interaction with the information environment. Learning is impeded when various
negative affect in level 2 interfere with desired or positive outcomes of information behavior. (boredom, confusion, frustration...)
Level 3: Internalization Level-Identifying and Personalizing
Level 3 information behaviors relate to personalizing information activities. At the beginning stages, learners may recognize and learn some of the
mechanics involved but it takes another stage to begin to see themselves as actual users. Discovery of personal interests an how
he/she values Internet use for personal reasons.
This section is describing the three levels that a user can be on. These levels are both continuous and sequential and individuals
operate at all three levels in any information environment. As new systems arrive on the scene, we never seem to get out of Level 1
completely. While levels 1 & 2 proceed and prosper, level 3 activities slowly begin to develop.
In Conclusion
Information counseling involves identifying users' skills and errors in a particular operation and using this info to make user-centered
changes in instruction and other information services. Identifying common skills and errors in relation to specific systems or
particular operations, empowers individuals to design services that respond directly to users' needs. The Inventory or matrix
gives direction to instructors and system designers as to what the content could be for giving orientation (level 1), advice (level
2), and reassurance (level 3) to novice learners that facilitates internalization of Internet learning.
My Overall Reaction
I found this article to be very interesting. I will admit that I had to read it several times to understand it fully but once I could understand it, I
saw how sensible it was. I think all instructors and system designers should use this inventory. When I'm having a problem with
a program or activity and I talk to other users I most often find that they had the same questions and problems as I did. If
instructors or system designers were aware of these common problems they could provide clearer instruction or explanation. A
point was made in class that the reason most program designers don't use this is because it's not a high priority concern for them.
They want to sell the product and put it out there. Unfortunately, whether or not you understand what to do isn't high priority. To
run this matrix takes time and money that some developers don't want to get involved with. In spite of this point I still support the
idea of using information counselors, I think it is beneficial to everyone: program developer, instructor, and the novice user.
I learned a lot from this article because I had absolutely zero knowledge about this whole topic. I had never heard of this
"Behavioral Inventory" or even of an information counselor. It opened up a whole new career opportunity to me and also made me
feel not so bad about all of my frustrations when learning something new.
Other G12 Oral Presentations
I was surprised to find that no one else in my class had posted their oral presentations yet. This made it a little difficult for me because I wanted to
look at their pages and get some ideas as to what looks good and what they had done. So, at this point I would say that mine looks
the best!
Questions Asked In Class
1. Would you want to become an information counselor?
To me, the idea of being an information counselor sounds very appealing. For example, when I'm on America Online every now and then I have some kind of technical problem and AOL has live
online techs, I guess these people could also be called information counselors. There are a couple advantages to having this kind of
career. 1) You are always on top of the many changes happening on the WWW. Your knowledge will always grow which can
help you in many ways outside of the working place. If you can explain to someone else how a certain software works or anything
about the WWW that shows that you are very knowledgeable. In making things clearer for others you will also be
learning more about the different programs and problems out there. 2) It would definitely make me internet literate which is something that I am
striving for. 3) You could work from home in sweats and your hair a mess.
2. How do you think people can come to terms with the "Level 1: Adjustment Level" since computer systems are changing
everyday? What would be your advice?
The adjustment level again is orienting and adjusting. I think the only way to come to
terms with this level is to not give up. When you're using a new software or say using America Online for the first time you have to
not be afraid to try different things. Click on links, use the keywords, download files, etc... I know it can be scary and intimidating
because I was one there myself as well. Once you explore the site you'll start to feel more comfortable about what's going on. If you
are just too afraid to do this on your own I would suggest getting together with a friend or someone who is internet literate. I spent
hours on the phone with tech support and friends that knew what they were doing. This can be a big help when you are afraid to
do it on your own. The internet and programs are always going to be changing and you have to keep an open-mind when
exploring and don't be afraid.
3. Does each level need to be completed before going on to the next? Can a person go from level 1 to level 3 within the
behavioral inventory?
As I stated earlier these levels are both continuous and sequential and individuals operate at all three levels
in any information environment. As new systems arrive on the scene, we never seem to get out of Level 1 completely. While levels 1
& 2 proceed and prosper, level 3 activities slowly begin to develop. I agree that we never really get out of Level 1 because of the
constant changes. In my opinion, you cannot advance to Level 3 without an understanding of Level 2 which is the searching and
navigation level. Take me for an example, I didn't start internalizing or seeing the Internet as a tool for personal reasons until I
knew how to search the web and understood how much was out there.
4. Is this system similar to instruction manuals that are already available to everyone? If not, how are they different?
This system is similar to instruction manuals but would like instructions to be more aware of the common problems or concerns that
new users have. Instructions tend to make fewer statements that are aimed at addressing the affective information needs of novices
that are presently in the inventory. Novice users tend to find the longer, gentler, and more user-centered instructions more helpful.
It seemed to strengthen their self-efficacy beliefs as searchers.
5. Have you seen evidence of your own internet activities that supports the A/C/S system?
Most definitely! Whenever I am using a new program I am in Level 1 the adjustment level for a while. Clicking on different things to see what they do, reading tutorials,
basically trying to get comfortable with the program. I have experienced many affective behaviors in the beginning. I would get so
angry I'd just shut the computer off and give up. If it would freeze I would wonder what I did and then get paranoid that I had
broken the computer. If better instruction was provided that was more user-centered it would be very helpful. Often, I'd end up
calling technical support and the problem is solved in minutes. If that same information was provided with the program it would
make it so much easier and ease a lot of fears.
Suggestions for Future Generations
Make sure that you take notes during your oral presentation because that will help a lot when you're putting up you page. Answer
the questions from people in the class immediately after class, that way it's all still fresh in your mind. Be creative and just try to
have fun!
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