Web searching for health information: An observational study to explore users' emotions

Abstract

To-date, most of the research concerning online health information search has focused on how users search the Web and how they evaluate health websites. Despite the concerns raised on the impact of online health information on users, there is little research specifically exploring the problems users encounter and emotions they exhibit during the search process. In this paper, we address this gap by conducting an observational study to understand how users search the Web for health information, the problems they encounter and the emotions they express during the search process. Through eye-tracking, think-aloud and interviews, we examined users' search process holistically. Results showed that users exhibited various negative emotions during the search process especially when there are perceived health risks. Highlighting the theoretical and practical implications of this study, this paper makes recommendations for future research to delve deeper into understanding users' emotions during Web searching for health information. © 2013 Springer-Verlag.