Rugg, G.; McGeorge, P.: Eliciting hierarchical knowledge structures : laddering (2002)
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- Abstract
- A frequent problem when dealing with system users or clients is clarifying what they want. Users may be doing things for reasons that are unclear, or may use terms that are vague, ambiguous, or subjective, making communication difficult. Laddering is a technique for eliciting information from people that is particularly useful for the sort of clarification described above. It can be used in several different and complementary ways; for instance, to elicit the respondent's goals, to elicit the respondent's categorization of an area, or to elicit explanations of terms used by the respondent. The technique is simple, quick, and efficient, and does not require anything more elaborate than paper and pen for recording the session. Laddering is widely used, though its simplicity means that it is usually used an an informal basis and has not received as much attention in the literature as more obviously complex methods such as repertory grids. It is also easy to automate, and automated versions can be used in a wide variety of contexts, ranging from query reformulation during online searching to full-scale elicitation tools.
