Emotions associated with failed searches in a digital library

Abstract

Introduction. This paper discusses causes behind failed searches from the searchers’ perspective and examines associated emotions. Method. We conducted an online study with real users in their natural settings. Participants were asked to use a digital library and run one specific and one exploratory search task, using their own topics. They also answered pre- and post-questionnaires for both task types. Analysis. Three types of analysis were conducted: (i) one descriptive on answers in questionnaires, (ii) one textual on users’ failure reports to identify the causes and elicit associated emotions and (iii) one behavioural analysis of the interactions recorded in log files. Results. Users identified the lack of coverage and poor usability as main causes behind failed searches. We examined search behaviour along with declared perceptions of the causes behind failures and realised that the digital library functionalities were not fully used. Poor awareness of the digital library functionalities could be an unreported cause for search failures. In general, users had a positive attitude toward the digital library, expressing trust, joy, and anticipation. Anger and sadness were linked specifically to failed searches. Conclusions. There persists a need to improve the digital library systems and simplify their interfaces. The emotional effect is a significant factor that need to be considered in the user experience studies.