Resumen
Discourse analysis reveals user vocabularies for inclusion in interfaces when a Web page's language is not known. When using retrieval engines to search the World Wide Web users need to use the vocabulary of the relevant Web pages. However, the vocabularies of many public service providers consist of professional, technical and official terminology that users may not know. Users' everyday language and the vocabulary they use to express their information needs often differ from the terminology of the information providers. User vocabularies are built through three steps: collecting users questions in real user-service interactions, analyzing users ways of expressing their information needs and organizing the results into vocabularies describing frequent information needs related to a particular service. HELMI, which means Pearl in Finnish, is an information service in the form of a digital library providing access to the Web pages of public administration organizations, libraries, communication companies and others in the Tempere region of Finland. HELMI acts as a translation mechanism between users information needs and vocabularies and information providers' vocabularies