Document (#34842)

Author

Westbrook, L.

Title

Unanswerable questions at the IPL : user expectations of e-mail reference

Source

Journal of documentation. 65(2009) no.3, S.367-395

Year

2009

Abstract

Purpose - In a 31-month period, 1,184 questions addressed to the Internet Public Library's (IPL) reference service remained unanswered on the grounds that they were "out of scope". This paper aims to analyze the questions as artifacts of users' expectations to better chart the distinction between user and librarian views of reference service. Design/methodology/approach - Each question is examined to identify two user expectations, i.e. what kinds of information librarians could provide and what kinds of needs librarians could help meet. Emergent coding with a code-recode rate of 97 per cent identifies 23 types of expected librarian assistance and 28 characteristics of expected applications of that assistance. Findings - Users expect IPL librarians to provide personal advice, analysis, facts, procedures, instruction, technology guidance and evaluation. IPL librarians are expected to help users in making decisions, solving problems, completing processes and developing understanding. Research limitations/implications - Limitations include the use of a single coder and the use of single institution's data set. Mapping these user expectations suggests a need for librarians to consider further development of reference service in terms of its judgment, form, and involvement parameters. Practical implications - Reference service policies and training should be examined to enhance librarians' abilities to consider judgment, form, and involvement parameters primarily from the user's perspective. Originality/value - This paper analyzes that which is rarely seen, i.e. e-mail reference questions which are considered beyond the scope of service. Additionally, the IPL question pool provides a broader range of user mental models than would be found in any geographically bound institution.

Theme

Informationsdienstleistungen
Internet

Similar documents (author)

1. Westbrook, L.: Evaluating reference : an introductory overview of qualitative methods (1990) 5.76

   5.7603507 = sum of:
     5.7603507 = weight(author_txt:westbrook in 4621) [ClassicSimilarity], result of:
       5.7603507 = fieldWeight in 4621, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.216561 = idf(docFreq=11, maxDocs=44421)
         0.625 = fieldNorm(doc=4621)
   

2. Westbrook, L.: User needs (1997) 5.76

   5.7603507 = sum of:
     5.7603507 = weight(author_txt:westbrook in 5612) [ClassicSimilarity], result of:
       5.7603507 = fieldWeight in 5612, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.216561 = idf(docFreq=11, maxDocs=44421)
         0.625 = fieldNorm(doc=5612)
   

3. Westbrook, L.: Digital information support for domestic violence victims (2007) 5.76

   5.7603507 = sum of:
     5.7603507 = weight(author_txt:westbrook in 1146) [ClassicSimilarity], result of:
       5.7603507 = fieldWeight in 1146, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.216561 = idf(docFreq=11, maxDocs=44421)
         0.625 = fieldNorm(doc=1146)
   

4. Westbrook, L.: Crisis information concerns : information needs of domestic violence survivors (2009) 5.76

   5.7603507 = sum of:
     5.7603507 = weight(author_txt:westbrook in 3454) [ClassicSimilarity], result of:
       5.7603507 = fieldWeight in 3454, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.216561 = idf(docFreq=11, maxDocs=44421)
         0.625 = fieldNorm(doc=3454)
   

5. Westbrook, L.: Information myths and intimate partner violence : sources, contexts, and consequences (2009) 5.76

   5.7603507 = sum of:
     5.7603507 = weight(author_txt:westbrook in 3790) [ClassicSimilarity], result of:
       5.7603507 = fieldWeight in 3790, product of:
         1.0 = tf(freq=1.0), with freq of:
           1.0 = termFreq=1.0
         9.216561 = idf(docFreq=11, maxDocs=44421)
         0.625 = fieldNorm(doc=3790)
   

Similar documents (content)

1. Saunders, L.; Kurbanoglu, S.; Wilkins Jordan, M.; Boustany, J.; Chawner, B.; Filas, M.; Hebrang Grgic, I.; Haddow, G.; Helvoort, J. van; Kakouri, M.; Landøy, A.; Minch, K.; Oliver, G.; Polydoratou, P.; Repanovici, A.; Sanchez Vanderkast, E.J.; Todorova, T.; Virkus, S.; Wolodko, A.; Zivkovic, D.: Culture and competencies : a multi-country examination of reference service competencies (2013) 0.25

   0.25242493 = sum of:
     0.25242493 = product of:
       0.9015176 = sum of:
         0.031744283 = weight(abstract_txt:could in 82) [ClassicSimilarity], result of:
           0.031744283 = score(doc=82,freq=1.0), product of:
             0.10647987 = queryWeight, product of:
               1.0827247 = boost
               4.7699957 = idf(docFreq=1023, maxDocs=44421)
               0.020617284 = queryNorm
             0.29812473 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.7699957 = idf(docFreq=1023, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.046115372 = weight(abstract_txt:help in 82) [ClassicSimilarity], result of:
           0.046115372 = score(doc=82,freq=2.0), product of:
             0.10840375 = queryWeight, product of:
               1.0924623 = boost
               4.8128953 = idf(docFreq=980, maxDocs=44421)
               0.020617284 = queryNorm
             0.42540386 = fieldWeight in 82, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.8128953 = idf(docFreq=980, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.05025767 = weight(abstract_txt:consider in 82) [ClassicSimilarity], result of:
           0.05025767 = score(doc=82,freq=1.0), product of:
             0.14464122 = queryWeight, product of:
               1.2619157 = boost
               5.55943 = idf(docFreq=464, maxDocs=44421)
               0.020617284 = queryNorm
             0.34746438 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.55943 = idf(docFreq=464, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.07011181 = weight(abstract_txt:service in 82) [ClassicSimilarity], result of:
           0.07011181 = score(doc=82,freq=1.0), product of:
             0.24509321 = queryWeight, product of:
               2.597287 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.020617284 = queryNorm
             0.28606182 = fieldWeight in 82, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.267889 = weight(abstract_txt:expectations in 82) [ClassicSimilarity], result of:
           0.267889 = score(doc=82,freq=3.0), product of:
             0.38556415 = queryWeight, product of:
               2.9137187 = boost
               6.418264 = idf(docFreq=196, maxDocs=44421)
               0.020617284 = queryNorm
             0.69479746 = fieldWeight in 82, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               6.418264 = idf(docFreq=196, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.23434512 = weight(abstract_txt:reference in 82) [ClassicSimilarity], result of:
           0.23434512 = score(doc=82,freq=9.0), product of:
             0.27991146 = queryWeight, product of:
               3.040572 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.020617284 = queryNorm
             0.8372116 = fieldWeight in 82, product of:
               3.0 = tf(freq=9.0), with freq of:
                 9.0 = termFreq=9.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
         0.20105442 = weight(abstract_txt:librarians in 82) [ClassicSimilarity], result of:
           0.20105442 = score(doc=82,freq=5.0), product of:
             0.30743265 = queryWeight, product of:
               3.1865442 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.020617284 = queryNorm
             0.65397877 = fieldWeight in 82, product of:
               2.236068 = tf(freq=5.0), with freq of:
                 5.0 = termFreq=5.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.0625 = fieldNorm(doc=82)
       0.28 = coord(7/25)
   

2. Bushallow-Wilbur, L.; DeVinney, G; Whitcomb, F.: Electronic mail reference service : a study (1996) 0.25

   0.2500582 = sum of:
     0.2500582 = product of:
       0.7814319 = sum of:
         0.051457968 = weight(abstract_txt:question in 5158) [ClassicSimilarity], result of:
           0.051457968 = score(doc=5158,freq=1.0), product of:
             0.12662484 = queryWeight, product of:
               1.1807114 = boost
               5.2016807 = idf(docFreq=664, maxDocs=44421)
               0.020617284 = queryNorm
             0.4063813 = fieldWeight in 5158, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.2016807 = idf(docFreq=664, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.06282209 = weight(abstract_txt:consider in 5158) [ClassicSimilarity], result of:
           0.06282209 = score(doc=5158,freq=1.0), product of:
             0.14464122 = queryWeight, product of:
               1.2619157 = boost
               5.55943 = idf(docFreq=464, maxDocs=44421)
               0.020617284 = queryNorm
             0.43433046 = fieldWeight in 5158, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.55943 = idf(docFreq=464, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.11211632 = weight(abstract_txt:mail in 5158) [ClassicSimilarity], result of:
           0.11211632 = score(doc=5158,freq=2.0), product of:
             0.1689091 = queryWeight, product of:
               1.3636749 = boost
               6.0077353 = idf(docFreq=296, maxDocs=44421)
               0.020617284 = queryNorm
             0.6637672 = fieldWeight in 5158, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               6.0077353 = idf(docFreq=296, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.06446551 = weight(abstract_txt:user in 5158) [ClassicSimilarity], result of:
           0.06446551 = score(doc=5158,freq=2.0), product of:
             0.15851563 = queryWeight, product of:
               2.0887687 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.020617284 = queryNorm
             0.40668234 = fieldWeight in 5158, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.08511183 = weight(abstract_txt:questions in 5158) [ClassicSimilarity], result of:
           0.08511183 = score(doc=5158,freq=1.0), product of:
             0.22312783 = queryWeight, product of:
               2.216543 = boost
               4.8825436 = idf(docFreq=914, maxDocs=44421)
               0.020617284 = queryNorm
             0.38144872 = fieldWeight in 5158, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.8825436 = idf(docFreq=914, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.12394134 = weight(abstract_txt:service in 5158) [ClassicSimilarity], result of:
           0.12394134 = score(doc=5158,freq=2.0), product of:
             0.24509321 = queryWeight, product of:
               2.597287 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.020617284 = queryNorm
             0.50569063 = fieldWeight in 5158, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.169124 = weight(abstract_txt:reference in 5158) [ClassicSimilarity], result of:
           0.169124 = score(doc=5158,freq=3.0), product of:
             0.27991146 = queryWeight, product of:
               3.040572 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.020617284 = queryNorm
             0.60420537 = fieldWeight in 5158, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
         0.112392835 = weight(abstract_txt:librarians in 5158) [ClassicSimilarity], result of:
           0.112392835 = score(doc=5158,freq=1.0), product of:
             0.30743265 = queryWeight, product of:
               3.1865442 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.020617284 = queryNorm
             0.36558524 = fieldWeight in 5158, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.078125 = fieldNorm(doc=5158)
       0.32 = coord(8/25)
   

3. Park, J.-r.; Li, G.; Burger, A.: Opening and closing rituals of the virtual reference service of the Internet Public Library (2010) 0.25

   0.24645917 = sum of:
     0.24645917 = product of:
       0.61614794 = sum of:
         0.02302882 = weight(abstract_txt:implications in 153) [ClassicSimilarity], result of:
           0.02302882 = score(doc=153,freq=1.0), product of:
             0.09397224 = queryWeight, product of:
               1.0171479 = boost
               4.481094 = idf(docFreq=1366, maxDocs=44421)
               0.020617284 = queryNorm
             0.24505982 = fieldWeight in 153, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.481094 = idf(docFreq=1366, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.03577271 = weight(abstract_txt:examined in 153) [ClassicSimilarity], result of:
           0.03577271 = score(doc=153,freq=1.0), product of:
             0.12604327 = queryWeight, product of:
               1.1779969 = boost
               5.189722 = idf(docFreq=672, maxDocs=44421)
               0.020617284 = queryNorm
             0.28381294 = fieldWeight in 153, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.189722 = idf(docFreq=672, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.0368225 = weight(abstract_txt:limitations in 153) [ClassicSimilarity], result of:
           0.0368225 = score(doc=153,freq=1.0), product of:
             0.12849729 = queryWeight, product of:
               1.1894091 = boost
               5.2399993 = idf(docFreq=639, maxDocs=44421)
               0.020617284 = queryNorm
             0.28656247 = fieldWeight in 153, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.2399993 = idf(docFreq=639, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.01742719 = weight(abstract_txt:users in 153) [ClassicSimilarity], result of:
           0.01742719 = score(doc=153,freq=1.0), product of:
             0.089330636 = queryWeight, product of:
               1.2145913 = boost
               3.5672934 = idf(docFreq=3408, maxDocs=44421)
               0.020617284 = queryNorm
             0.19508636 = fieldWeight in 153, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.5672934 = idf(docFreq=3408, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.078349784 = weight(abstract_txt:librarian in 153) [ClassicSimilarity], result of:
           0.078349784 = score(doc=153,freq=2.0), product of:
             0.16872016 = queryWeight, product of:
               1.3629119 = boost
               6.004374 = idf(docFreq=297, maxDocs=44421)
               0.020617284 = queryNorm
             0.46437714 = fieldWeight in 153, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               6.004374 = idf(docFreq=297, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.07848143 = weight(abstract_txt:mail in 153) [ClassicSimilarity], result of:
           0.07848143 = score(doc=153,freq=2.0), product of:
             0.1689091 = queryWeight, product of:
               1.3636749 = boost
               6.0077353 = idf(docFreq=296, maxDocs=44421)
               0.020617284 = queryNorm
             0.46463707 = fieldWeight in 153, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               6.0077353 = idf(docFreq=296, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.05526766 = weight(abstract_txt:user in 153) [ClassicSimilarity], result of:
           0.05526766 = score(doc=153,freq=3.0), product of:
             0.15851563 = queryWeight, product of:
               2.0887687 = boost
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.020617284 = queryNorm
             0.3486575 = fieldWeight in 153, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               3.6808684 = idf(docFreq=3042, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.061347835 = weight(abstract_txt:service in 153) [ClassicSimilarity], result of:
           0.061347835 = score(doc=153,freq=1.0), product of:
             0.24509321 = queryWeight, product of:
               2.597287 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.020617284 = queryNorm
             0.2503041 = fieldWeight in 153, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.118386805 = weight(abstract_txt:reference in 153) [ClassicSimilarity], result of:
           0.118386805 = score(doc=153,freq=3.0), product of:
             0.27991146 = queryWeight, product of:
               3.040572 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.020617284 = queryNorm
             0.42294377 = fieldWeight in 153, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
         0.11126324 = weight(abstract_txt:librarians in 153) [ClassicSimilarity], result of:
           0.11126324 = score(doc=153,freq=2.0), product of:
             0.30743265 = queryWeight, product of:
               3.1865442 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.020617284 = queryNorm
             0.36191094 = fieldWeight in 153, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.0546875 = fieldNorm(doc=153)
       0.4 = coord(10/25)
   

4. Song, S.-f.: Rethinking of the development of reference service (1997) 0.24

   0.23670898 = sum of:
     0.23670898 = product of:
       1.1835449 = sum of:
         0.03983357 = weight(abstract_txt:users in 859) [ClassicSimilarity], result of:
           0.03983357 = score(doc=859,freq=1.0), product of:
             0.089330636 = queryWeight, product of:
               1.2145913 = boost
               3.5672934 = idf(docFreq=3408, maxDocs=44421)
               0.020617284 = queryNorm
             0.44591168 = fieldWeight in 859, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.5672934 = idf(docFreq=3408, maxDocs=44421)
               0.125 = fieldNorm(doc=859)
         0.14022362 = weight(abstract_txt:service in 859) [ClassicSimilarity], result of:
           0.14022362 = score(doc=859,freq=1.0), product of:
             0.24509321 = queryWeight, product of:
               2.597287 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.020617284 = queryNorm
             0.57212365 = fieldWeight in 859, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.125 = fieldNorm(doc=859)
         0.30933157 = weight(abstract_txt:expectations in 859) [ClassicSimilarity], result of:
           0.30933157 = score(doc=859,freq=1.0), product of:
             0.38556415 = queryWeight, product of:
               2.9137187 = boost
               6.418264 = idf(docFreq=196, maxDocs=44421)
               0.020617284 = queryNorm
             0.802283 = fieldWeight in 859, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               6.418264 = idf(docFreq=196, maxDocs=44421)
               0.125 = fieldNorm(doc=859)
         0.38268396 = weight(abstract_txt:reference in 859) [ClassicSimilarity], result of:
           0.38268396 = score(doc=859,freq=6.0), product of:
             0.27991146 = queryWeight, product of:
               3.040572 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.020617284 = queryNorm
             1.3671608 = fieldWeight in 859, product of:
               2.4494898 = tf(freq=6.0), with freq of:
                 6.0 = termFreq=6.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.125 = fieldNorm(doc=859)
         0.31147215 = weight(abstract_txt:librarians in 859) [ClassicSimilarity], result of:
           0.31147215 = score(doc=859,freq=3.0), product of:
             0.30743265 = queryWeight, product of:
               3.1865442 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.020617284 = queryNorm
             1.0131395 = fieldWeight in 859, product of:
               1.7320508 = tf(freq=3.0), with freq of:
                 3.0 = termFreq=3.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.125 = fieldNorm(doc=859)
       0.2 = coord(5/25)
   

5. Kramer, E.H.: Why roving reference : a case study in a small academic library (1996) 0.21

   0.2096016 = sum of:
     0.2096016 = product of:
       0.87334 = sum of:
         0.04891274 = weight(abstract_txt:help in 6603) [ClassicSimilarity], result of:
           0.04891274 = score(doc=6603,freq=1.0), product of:
             0.10840375 = queryWeight, product of:
               1.0924623 = boost
               4.8128953 = idf(docFreq=980, maxDocs=44421)
               0.020617284 = queryNorm
             0.45120895 = fieldWeight in 6603, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.8128953 = idf(docFreq=980, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
         0.09497428 = weight(abstract_txt:librarian in 6603) [ClassicSimilarity], result of:
           0.09497428 = score(doc=6603,freq=1.0), product of:
             0.16872016 = queryWeight, product of:
               1.3629119 = boost
               6.004374 = idf(docFreq=297, maxDocs=44421)
               0.020617284 = queryNorm
             0.5629101 = fieldWeight in 6603, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               6.004374 = idf(docFreq=297, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
         0.10213419 = weight(abstract_txt:questions in 6603) [ClassicSimilarity], result of:
           0.10213419 = score(doc=6603,freq=1.0), product of:
             0.22312783 = queryWeight, product of:
               2.216543 = boost
               4.8825436 = idf(docFreq=914, maxDocs=44421)
               0.020617284 = queryNorm
             0.45773846 = fieldWeight in 6603, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.8825436 = idf(docFreq=914, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
         0.10516772 = weight(abstract_txt:service in 6603) [ClassicSimilarity], result of:
           0.10516772 = score(doc=6603,freq=1.0), product of:
             0.24509321 = queryWeight, product of:
               2.597287 = boost
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.020617284 = queryNorm
             0.42909274 = fieldWeight in 6603, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.576989 = idf(docFreq=1241, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
         0.33141404 = weight(abstract_txt:reference in 6603) [ClassicSimilarity], result of:
           0.33141404 = score(doc=6603,freq=8.0), product of:
             0.27991146 = queryWeight, product of:
               3.040572 = boost
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.020617284 = queryNorm
             1.183996 = fieldWeight in 6603, product of:
               2.828427 = tf(freq=8.0), with freq of:
                 8.0 = termFreq=8.0
               4.4651284 = idf(docFreq=1388, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
         0.19073698 = weight(abstract_txt:librarians in 6603) [ClassicSimilarity], result of:
           0.19073698 = score(doc=6603,freq=2.0), product of:
             0.30743265 = queryWeight, product of:
               3.1865442 = boost
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.020617284 = queryNorm
             0.6204187 = fieldWeight in 6603, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.679491 = idf(docFreq=1120, maxDocs=44421)
               0.09375 = fieldNorm(doc=6603)
       0.24 = coord(6/25)