| Studies show feelings play an important part in the individual's information search. E-mail reference studies have focused primarily on identifying the thoughts and actions expressed in e-mail reference questions. This study sought to identify the feeling words in e-mail reference questions and look for themes, using Carol Kuhlthau's Information Search Process (ISP) model as the theoretical framework. The study took place at an online university at which the majority of students submitting questions were graduate students. Qualitative content analysis research methods were used to analyze the data. Reliability was established by the use of multiple coders and the use of check-coding.;The study utilized ISP model as the analytical construct to assess validity. Feeling words were identified in 30% of the 762 e-mail reference questions submitted, the most frequently identified being confusion, disappointment, frustration, doubt, uncertainty, and optimism. These feelings, for the most part, were consistent with feelings associated with the beginning stages of the ISP model, although disappointment highlighted an inconsistency with the ISP model; disappointment is associated with last stage of the ISP model, but in this study was associated with the earlier stages of the model. The scope of this study was limited to only a portion, the feeling aspect, of the student's information search process. Therefore, findings cannot be used to draw conclusions regarding the ISP model as a whole.;Studies show that thoughts, actions, and feelings are all important in searching for information, but this is the first study to identify the feeling words in e-mail reference questions. The Web form, which is the primary interview tool in e-mail reference, gathers information related to thoughts and actions related to the information search. In order to better serve students, the Web form needs to gather information regarding feelings. This will allow librarians to obtain a holistic view of the user's information search process and more effectively address the user's information need. |
