Encounters with the OPAC: On-line searching in public libraries

This article reports on a qualitative study exploring: (1) strategies and behaviors of public library users during interaction with an on-line public access catalog; and (2) users' confidence in finding needed information on-line. Questionnaires, interviews, and observations were employed to gather data from 32 public library users. The results found search behaviors, confidence, and other feelings varied, based on three types of searches: unknown-item searches, area searches, and known-item searches. Term generation was the most important factor in unknown-item search strategies. Speed and convenience played a role in area searches, and simplicity characterized known-item searches. Of the three types, unknown-item searchers experienced the most frustration and doubt; known-item searchers the most disappointment; and area searchers the most confidence and contentment. Knowledge of these differences may prove helpful for librarians and interface designers.