| Affective Function | Affective Information Needs | Information Counseling Solutions |
|---|---|---|
| 3 REASSURING CONSOLING (to encourage acceptance and support) |
Feeling enthusiasm vs. displeasure Feeling empowered vs. helpless Accepting vs. rejecting |
Affirming to users the eventual outcome will be successful Affirming the principle that "users are never at fault" Presenting lifelong information literacy as an attainable goal |
| 2 ADVISING COACHING (to strenthen information intentionality) |
Experiencing fun vs. tedium Feeling confident vs. anxious Experiencing clarity vs. confusion |
Sharing convenient tips & information with users Giving feedback (what will happen if...) Identifying something on a diagram or analyzing an example |
| 1 ORIENTING ADJUSTING (to overcome resistance to information seeking) |
Being patient vs. impatient Feeling guided vs. lost Being thankful vs. complaining Being realistic vs. disappointed | Telling users how long things take (secs., mins., hours) Telling users about common errors from generational lists Showing concern for users' technical difficulty Telling what is reasonable to expect Showing where something needed can be found |