| Level | Function | Category | Users' Affective Behaviors (Symptoms) |
Writers' Instructional Speech Acts (Remedies) |
|---|---|---|---|---|
| 3 | REASSURING Users (in order to overcome resistance and to encourage acceptance) |
a | Feeling enthusiasm vs. displeasure | Affirming final outcome as successful |
| b | Feeling empowered vs. helpless | Reinforcing users' perceived self-efficacy | ||
| c | Showing acceptance vs. resistance | Affirming to users that "It's never your fault" | ||
| d | Feeling hopeful vs. feeling dread | Minimizing the appearance of loss or waste of time | ||
| e | Feeling satisfied vs. feeling dissatisfied | Pointing out the information value of all search results | ||
| 2 | ADVISING Users (in order to counteract anxiety and build positive attitudes) |
a | Feeling trust vs. fear of failure | Suggesting priorities among options or strategies |
| b | Experiencing fun vs. tedium | Sharing convenient tips and information | ||
| c | Feeling confident vs. anxious | Giving users feedback (what will happen if...) | ||
| d | Experiencing clarity vs. confusion | Identifying something on a diagram or giving an example | ||
| 1 | ORIENTING Users (in order to reduce anger and maintain reality check) |
a | Being patient vs. impatient | Telling how long something will take (secs./mins.) |
| b | Feeling anticipation vs. frustration | Telling users what are some common errors | ||
| c | Being cautious vs. angry | Telling users which actions are reversible and non-reversible | ||
| d | Having realistic expectations vs. being disappointed | Telling users what is likely to happen | e | Feeling guided vs. lost | Calling attention to similarities and groupings |
| f | Feeling appreciative vs. not being helped | Showing concern for users technical difficulties | ||
| g | Being realistic vs. feeling disappointment | Telling users what are reasonable outcomes | ||
| h | Feeling being taken care of vs. left on one's own | Telling users how the information is organized (e.g., sub-titles, etc.) |