This web project is designed to synthesize the readings, lectures, and activities associated with Dr. Nancy Thomas' Fall 2007 course, Theoretical Foundations of Service Diagnosis & Customization, part of the masters degree program of Emporia State University's School of Library and Information Science.
Using the diagnostic model of Grover (as cited by Thomas, 2004), I analyze and evaluate the real-world information seeking event of a co-worker who is trying to determine the policy for taking maternity leave based on the rules of the Family Medical Leave Act as applied by the institution in which she works. I do not go into detail of the guidelines of the Family Medical Leave Act beyond what is included in the history of the information need. The focus in this project is on the process and outcomes of the information seeking event. However, I have provided some additional resources in the Relevant Links section. For purposes of confidentiality, I have excluded any direct links to the Library or University resources used in the search.
Throughout the project, the terms defined below are frequently used.
Interviewee = describes the person being interviewed in the context of our interview.
Searcher = describes the person being interviewed in the context of her search.
HR = Human Resources as a general body.
Library HR = The Human Resources department of the Library where the interviewee works.
University HR = The Human Resources department of University institution where the interviewee works.
FMLA = Family Medical Leave Act
In the interview, I attempt to evaluate the interviewee's learning style and preferences, her search process, her strategies used for searching, and her criteria for evaluating the information resources used in the search. These experiences are then compared to a number of supporting theories and models within the library literature. The goal, by identifying and analyzing the barriers and helps of this information seeking event, is to better prepare for the provision of effective service in my own professional career.
