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Abstract

The Internet Web environment opens up extraordinary opportunities for user access to information. Techniques for monitoring users and systems and for evaluating system design and performance have not kept pace with Web development. This article reviews concepts of Web operations (including browsers, clients, information retrieval applications, servers, and data communications systems) with specific attention given to how monitoring should take place and how privacy can be protected. It examines monitoring needs of users, systems designers, managers, and customer support staff and outlines measures for workload, capacity, and performance for hardware, software, and data communications systems. Finally, the article proposes a client-server design for monitoring, which involves creation of a series of server and client systems to obtain and process transaction and computer performance information. These systems include: a log server, which captures all levels of transactions and packets on the network; a monitor server, which sythesizes the log and packet data; an assistance server, which processes requests for information and help from the Web server in real time; and an accounting server, which authenticates user access to the system. A special system administrator client is proposed to control the monitoring system, as is a system information cleint to receive real-time and on-demand reports of system activity

Source

Journal of the American Society for Information Science. 49(1998) no.10, S.903-919

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Abstract

Users move from one state (or task) to another in an information system's labyrinth as they try to accomplish their work, and the amount of time they spend in each state varies. This article uses continuous-time stochastic models, mainly based on semi-Markov chains, to derive user state transition patterns (both in rates and in probabilities) in a Web-based information system. The methodology was demonstrated with 126,925 search sessions drawn from the transaction logs of the University of California's MELVYL® library catalog system (www.melvyLucop.edu). First, user sessions were categorized into six groups based on their similar use of the system. Second, by using a three-layer hierarchical taxonomy of the system Web pages, user sessions in each usage group were transformed into a sequence of states. All the usage groups but one have third-order sequential dependency in state transitions. The sole exception has fourth-order sequential dependency. The transition rates as well as transition probabilities of the semi-Markov model provide a background for interpreting user behavior probabilistically, at various levels of detail. Finally, the differences in derived usage patterns between usage groups were tested statistically. The test results showed that different groups have distinct patterns of system use. Knowledge of the extent of sequential dependency is beneficial because it allows one to predict a user's next move in a search space based on the past moves that have been made. It can also be used to help customize the design of the user interface to the system to facilitate interaction. The group CL6 labeled "knowledgeable and sophisticated usage" and the group CL7 labeled "unsophisticated usage" both had third-order sequential dependency and had the same most-frequently occurring search pattern: screen display, record display, screen display, and record display. The group CL8 called "highly interactive use with good search results" had fourth-order sequential dependency, and its most frequently occurring pattern was the same as CL6 and CL7 with one more screen display action added. The group CL13, called "known-item searching" had third-order sequential dependency, and its most frequently occurring pattern was index access, search with retrievals, screen display, and record display. Group CL14 called "help intensive searching," and CL18 called "relatively unsuccessful" both had thirdorder sequential dependency, and for both groups the most frequently occurring pattern was index access, search without retrievals, index access, and again, search without retrievals.

Source

Journal of the American Society for Information Science and technology. 53(2002) no.7, S.536-548

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Source

Journal of the American Society for Information Science and technology. 52(2001) no.2, S.137-148