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This paper aims to investigate the help-seeking behaviour of users during their information-seeking in a digital library, studying the kind of help-seeking situations, help requests and using help resources with different interactive levels. For this purpose, users’ help-seeking behaviour (postgraduate students at Ferdowsi University of Mashhad) was investigated based on different stages of Marchionini’s adapted model.

This research was performed using the mixed method. In total, 38 postgraduate students at Ferdowsi University were selected by Stratified Purposive Sampling method as samples. Selecting a digital library based on considered factors, preparing help resources and designing research scenario were made as the preparation stages of performing the study. The tools used for collecting and analysing data were questionnaires, think aloud protocol and Morae software.

Some of the considerable results of this research were recording the help-seeking signs in all four main stages of the adapted information-seeking model. However, in the search stage, in which a user enters the search process practically, the need for help-seeking was recorded more than it in other stages. Results also confirmed that most help requests by users were for executive help which were rooted in users’ knowledge shortcomings and their passivity in help-seeking process. Because of the flexibility and speed of providing responses, participants also tended to interact with more interactive and flexible help resources and assessed this interaction more useful.

According to the findings of this research, the adapted information-seeking model used in this study was completed, and a theoretical model for information-seeking in a digital library was suggested. In this model, help-seeking is considered as a supportive and complementary behaviour for information-seeking behaviour which begins in help-seeking situations and continues to solve problems in these situations.

This study aims to explore the characteristics of collaborative information searching by comparing the differences in search experience and interaction between collaborative search mode and individual search mode and by analyzing the communication content and patterns during collaborative searches.

A user experiment was conducted using the Conference and Labs of the Evaluation Forum (CLEF)-Social Book Search platform, recruiting 16 individual and 18 collaborative participants. Each of the participants was required to complete two types of book search tasks in a lab setting. Interactions with the system were logged, and participants' experiences were captured through pre/post-search questionnaires. Additionally, the communication among collaborative participants was recorded and coded.

This study identified characteristics of collaborative information searching in three aspects. (1) Search experience: collaborative searchers showed a higher appreciation for the system’s functionality and aesthetics and were more engaged than individual searchers, despite experiencing slightly more mental strain. (2) Search strategies: in focus tasks, collaborative searchers made more decisions than individual searchers, indicating a need for book sorting. In open tasks, collaborative searchers take longer before making decisions, likely due to a higher level of interest and participation. (3) Communication content and pattern: collaborative searchers mainly discussed understanding and judgment of books and task plan. Searchers with same cognitive style talked more about search operations than those with different cognitive styles, while less about book judgment. Three communication patterns were identified: understanding-judgment, judgment-dominant and balanced. Judgment-dominant participants generally reported higher satisfaction with their search results than those in the other two patterns.

This study enhances understanding of collaborative search by comparing it with individual search and analyzing communication content, potentially inspiring collaborative search system and experiment design. Additionally, the coding table for communication between collaborative searchers offers valuable insights for future research.