Purpose This study aims to investigate how participants have interacted during the execution of Online Public Access Catalogue (OPAC) searches, and whether they were satisfied or dissatisfied or confused. Design/methodology/approach This is based on a sample of 18 OPAC users of the British Council Library in Kolkata. Findings While implementing the verbal protocol method this study has developed a scheme of coding with the help of which the protocol data were analysed and proposed a generic model of online catalogue searching process flow. It is suggested that the method has a great potential in library and information science research. Originality/value The paper suggests that the method has a great potential in library and information science research.
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Guha et al. (2005) studied this question.
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