Humanistic perspectives in virtual reference

Abstract

Purpose Virtual reference is a part of the services offered at academic and other types of libraries. This paper discusses humanistic perspectives that merit consideration in the provision of virtual reference (VR), including mindfulness, authenticity, emotional intelligence (EI) and counseling. This study aims to make these perspectives become a part of the language and practice of virtual reference through this discussion. Design/methodology/approach The paper establishes a framework for the VR perspectives it discusses by examining relevant literature for background information and practical applications. Findings VR has the potential to benefit from the interrelated humanistic perspectives of mindfulness, authenticity, EI and counseling. It is through the counseling perspective that mindfulness, authenticity and EI are embodied to offer a more transformational and less transactional experience for both librarians and users. Research limitations/implications While the paper provides examples of language used by the author to illustrate the counseling perspective, a future study, whereby virtual reference transcripts are formally analyzed, may be beneficial to determine other expressions of counseling and its related perspectives of mindfulness, authenticity and EI. Practical implications This paper provides a resource especially helpful to individuals new to VR or who seek opportunities for growth in providing VR. Originality/value In addition to taking a multifaceted view of VR through the humanistic perspectives presented, this paper also offers a multidisciplinary approach in its discussion, drawing from areas such as business and medicine.

Chat References in “Big 12” and ARL Libraries: An Analysis of Training, Policy, and Guidelines

“…The latter two categories deal with institutional knowledge necessary to streamline the problem-resolving aspect to the reference interview, as well as informing the librarian how to interact with patrons and internal staff. Prieto (2017) has discussed the principles of mindfulness, emotional intelligence, and authenticity-stressing the humanistic components of providing VR service. These skills, according to Prieto, can be developed along with familiarity with library tools and customer service skills to move reference from transactional to engaging.…”

“…Contrary to the perspective that chat is a tool only for brief questions with simple factual answers, "each chat interaction could be used as an opportunity for information literacy instruction" (Côté et al, 2016, p. 42). Prieto (2017) describes this type of perspective as mindfulness: being fully present of the interests and needs of the user in their topography of humanistic approaches to VR, which will be discussed later in this case study. Côté et al (2016) noted that the goal of such approaches is to cultivate a "service…”

Information and contemplation: a call for reflection and action

“…In an American Libraries essay, Nancy Kalikow Maxwell (2006) describes librarianship as a spiritual vocation, citing librarians being “called” to the profession, and their dedication to service, trustworthiness, and so on. The Mindful Librarian (Moniz et al , 2016), for example, aims to apply concepts of mindfulness to various aspects of librarianship, such as information literacy instruction and the reference interview (see also Prieto, 2017). In the museum realm, Seema Rao (2017) offers contemplatively rooted lessons in self-care and stress reduction for museum professionals.…”

Dissatisfaction in Chat Reference Users: A Transcript Analysis Study

“…14 Though not a RUSA behavior, Prieto argues that using emotional intelligence, which includes empathy, can help chat operators seem more welcoming and supportive. 15 He argues that using a more informal communication style can help "create a more relaxed and authentic environment." 16 There is mixed evidence to corroborate this statement at present, however.…”

“…15 He argues that using a more informal communication style can help "create a more relaxed and authentic environment." 16 There is mixed evidence to corroborate this statement at present, however. Waugh interviewed students and asked them to compare a formal-style chat to an informal-style one to conflicting results.…”