2007FallQ4Response

4. Researchers and scholars of information seeking and use (for example, Carol Kuhlthau) have described the importance of “affect” (feelings, emotions or moods) with respect to the user’s experience in the process of information seeking. The classic triad of thoughts, actions, and feelings central to any constructive process is rarely taken into consideration in information-seeking processes. A holistic view of information seeking encompasses the affective experiences of users. Selecting a specific context,


 * Describe the impact of affect (users’ feelings) in the information-seeking process
 * Discuss how information professionals can reduce the impact of negative emotions in information seeking

Information-seeking process (review of the stages): Stage 1: Initiation Uncertainty. Person realizes an unfocused need for knowledge or understanding. Topic and search approach are undefined

Stage 2: Selection Topic is in focuss. Thinks about ways to search. Searching begins.

Stage 3: Exploration Obtains some info. on topic to continue searching. Confusion/doubt if contradictory or irrelevant. May not be able to articulate the information needed.

Stage 4: Formulation. Uncertainty is diminishing. Starts evaluating information, discards irrelevant information. Increased conifdence

Stage 5: Collection Focus is clear, information collected now ONLY on topic. Seeker articulates type of information needed. Search is more effective. Uncertainty is reduced, more confidence.

Stage 6: search is complete. Success varies based on information availability, skills of searcher. Summarizing, synthesizing, reporting what's been gatehred.

Role of affect: Present in all stages. If a person is confident, they move quickly through the stages. If not, frustration and confusion build. Information professionals can intervene and assist at any stage to alleviate uncertainty and provide direction.

Reducing impact of affect: reference interviews discuss/instruct on search strategies

Jody: selecting the context of viewing a website If a website is poorly designed, the user is likely to become confused and frustrated, which will make it even more difficult for him to locate the information he needs, and will make it much more likely that he will go elsewhere to find a substitute. Information professionals can educate themselves on simple usability best practices, such as standard navigational toolbars throughout the site, an icon on the upper left corner to identify the site, throughout all pages, straightforward and simple layouts that draw the eye to the intended material, simple and effective search box on the upper right of the toolbar, effective contrast in colors, clear and resizable font, and features that support screen readers.

Maryke: Belkin describes the process of information seeking as moving from an anomalous state of knowledge (ASK) to actual knowledge; Kuhlthau talks about uncertainty. Both ideas, anomaly and uncertainty, are good indicators of the state of mind of the patron who approaches a reference desk: there can be a great deal of anxiety involved in even asking a question and, depending on the experience he or she is about to have with the reference librarian, a great deal more can ensue. The patron might feel intimidated, confused, anxious, hurried, eager to please an authority figure or fearful about interrupting someone's work. All of these feelings can inhibit the ability to convey one's information need and, if the experience with the librarian is not a positive one, negative feelings can also inhibit the patron's learning anything about using the library to search for information. Finally, emotion might even prevent the patron from being able to recognize or utilize the needed information when it is presented to her/him. Finally, reference transactions can also create negative emotions when the library, or the librarian, does not accomodate a patron's disability. An example would be a public library where all of the brochures with database searching instructions are only printed in small type - a senior citizen, who may well be anxious due to a lack of experience with computers, will be strongly affected by being handed a "helpful" resource she cannot read. Information professionals can reduce the impact of negative emotions in a number of ways:
 * create a welcoming reference environment (this includes both comfortable facilities and staff who are comfortable, feel appreciated, and enjoy their work)
 * educate staff about information seeking behavior, and about various patrons groups and their needs
 * create policies and standards to encourage consistency in the quality of reference interviews
 * plan regular assessments of reference service in various formats, to ensure that patrons continue to have a positive experience.