A case study is presented describing and illustrating the use of a number of knowledge acquisition techniques for the development of a knowledge-based system. The system developed is a computerized intermediary to assist in searches of bibliographic databases. Particular emphasis is placed on a discussion of the use a conceptual model to guide in the design and analysis of an empirical study of the expertise used by human search intermediaries. The framework provided by this model made it possible to conduct a rigorous analysis of discourses that were recorded as human intermediaries assisted information seekers.
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