In this 2002 article, Elizabeth Yakel discusses approaches to improve the communication process between archivists and archives patrons by ensuring the existence of shared common ground and understanding. In order to gain an understanding of communication barriers, Yakel analyzes interviews with archival patrons using qualitative methods. The surveying took place at the University of Michigan, where twenty-six individuals, ranging from “undergraduates to professional scholars” were interview.
Firstly, Yakel’s study shows that some users do not have a clear understanding of the definition and purpose of an archives. Yakel’s study also shows that, similarly, users do not have a clear understanding of the definition and purpose of a finding aid. Yakel’s natural conclusion is to further emphasize the importance of user education, which Yakel suggests should be made a priority during the reference interview. The author also argues that user education should emphasize the evaluation of information instead of the “mechanics of a particular library system.” Yakel posits that many archivists working in archival reference assume that patrons know much more about the nature of an archival repository than they actually do. While elementary education teaches young students how to use a library, using an archives can often be completely foreign even highly educated patrons.
Yakel’s study should serve as an eye-opening piece to many archivists, demonstrating the need to review what may seem to be the most basic aspects of archival use when acclimating in-person users to a repository. Had Yakel also included non-academic patrons in this survey, results may have demonstrated an even greater need to review the evaluation of information sources in an archives.
E. Yakel, (2002), "Listening to Users," Archival Issues (26/2).
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