Abstract
An information system using an optimal questioning strategy (OQS) based on Shannon's Maximum Entropy Principle can be used to determine the number of questions that should be asked of a library patron in order to reduce uncertainty in the query and to identify the patron's information requirement. There are 3 main types of queries: 1. factual, 2. directional, and 3. informational or research. The purpose of a study in reference queries is to construct a framework for dealing with uncertain queries in an information system. An OQS based on Shannon's probability theory supported a reduction in uncertainty in ambiguous queries. This uncertainty pertained to concepts of nonspecificity and to situations in which there were more than 2 choices or alternatives that were left unspecified. This OQS strategy may not be suitable for use in queries that contain words with different possible meanings.