Modeling the formation of the public's information needs in the early stage of the COVID-19 outbreak

Purpose This study aims to investigate how the public formed their need for information in the early stage of the COVID-19 outbreak. Exploring the formation of information needs can reveal why the public's information needs differ and provide insights on targeted information service during health crises at an essential level. Design/methodology/approach The data were collected through semi-structured interviews with 46 participants and analyzed using the grounded theory approach. Concepts, sub-categories and categories were developed, and a model was built to examine how the public formed the need for information about the pandemic. Findings The authors found that participants were stimulated by information asymmetry, severity of the pandemic and regulations to control the pandemic, which triggered their perceptions of information credibility, threat and social approval. After the participants perceived that there was a threat, it activated their basic needs and they actively formed the need for information based on cognitive activities. Moreover, information delivered by different senders resulted in a passive need for information. Participants' individual traits also influenced their perceptions after being stimulated. Research limitations/implications Long-term follow-up research is needed to help researchers identify more detailed perspectives and do comparative studies. Besides, this study conducted interviews through WeChat voice calls and telephone calls, and might be limited compared with face-to-face interviews. Practical implications The findings of this study provide theoretical contributions to the information needs research and practical implications for information services and public health management. Originality/value There is little systematic research on how the public formed information needs in the early stage of the COVID-19 outbreak.