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Abstract

Purpose - The purpose of this paper is to show that uncertainty may be caused not only by a knowledge gap in the mind of a user with respect to a given subject or topic, but also by the various complexities associated with the information seeking and retrieval (IS&R) process in a digital environment. Design/methodology/approach - Both quantitative and qualitative studies were conducted to collect data from users in the higher education sector regarding whether or not they experienced uncertainty in relation to the IS&R process. Analysis: a correlation analysis was undertaken to establish whether there were any relationships between information-seeking activities and information-seeking problems. Findings - The findings of this research show that uncertainty existed at different stages of the IS&R process amongst users. It was established that uncertainty was caused by a number of information-seeking activities and information-seeking problems, and that such uncertainty could continue over the course of successive search sessions, leading to the proposal of a new model of uncertainty. Research limitations/implications - The proposed model of uncertainty should contribute to a better understanding of the issues related to IS&R in a digital environment. Practical implications - A number of benefits could be realised in systems design from the application of this model in terms of reducing the negative impact of uncertainty, while at the same time helping users to gain from the positive aspects of uncertainty in IS&R.