Empathy, Confidence, and De-Escalation
Evaluating the Effectiveness of VR Training for Crisis Communication Skills Development Among LIS Graduate Students
Keywords:virtual reality, patrons in crisis, usability, LIS graduate education, crisis communication, de-escalation
This research analyzes the results of a study that is part of a larger, interdisciplinary, and multi-institutional project that examines the usability and effectiveness of VR training for library and information science (LIS) graduate students and professionals in gaining skills for interacting effectively with patrons in crisis. This paper reports on the findings related to the effectiveness of VR training for teaching empathy, confidence, and de-escalation skills for LIS graduate students. The findings illustrate that VR has the potential to impact LIS graduate education by reaching a wider audience that introduces training in low-stakes, immersive environments and that does not pose harm to patrons in crisis. This study also contributes innovative approaches that support training in skills including empathy, confidence, and de-escalation.
Edwards, M. M., & Thornton, E. (2013). Library outreach: Introducing campus childcare providers to the academic library. Education Libraries, 36(2), 4-16. DOI: https://doi.org/10.26443/el.v36i2.328
Elia, H. (2019). Public libraries supporting health and wellness: A literature review. SLIS Student Research Journal, 9(2), 52–64. https://doi.org/10.31979/2575-2499.090207 DOI: https://doi.org/10.31979/2575-2499.090207
Ferrell, S. (2010). Who says there’s a problem? A new way to approach the issue of “problem patrons”. Reference & User Services Quarterly, 50(2), 141–151. https://doi.org/10.5860/rusq.50n2.141 DOI: https://doi.org/10.5860/rusq.50n2.141
Feuerstein-Simon, R., Lowenstein, M., Dupuis, R., Dolan, A., Marti, X. L., Harvey, A., & Ali, H. (2022). Substance use and overdose in public libraries: Results from a five-state survey in the US. Journal of Community Health, 47(2), 344. https://doi.org/10.1007/s10900-021-01048-2 DOI: https://doi.org/10.1007/s10900-021-01048-2
Hadley, W., Houck, C., Brown, L. K., Spitalnick, J. S., Ferrer, M., & Barker, D. (2019). Moving beyond role-play: Evaluating the use of virtual reality to teach emotion regulation for the prevention of adolescent risk behavior within a randomized pilot trial. Journal of Pediatric Psychology, 44(4), 425–435. https://doi.org/10.1093/jpepsy/jsy092 DOI: https://doi.org/10.1093/jpepsy/jsy092
Hall, K., & McAlister, S. (2021). Library services and resources in support of mental health: A survey of initiatives in public and academic libraries. Journal of Library Administration, 61(8), 936–946. https://doi.org/10.1080/01930826.2021.1984137 DOI: https://doi.org/10.1080/01930826.2021.1984137
Hersberger, J. (2005). The homeless and information needs and services. Reference & User Services Quarterly, 44(3), 199–202.
Levine, J., & Adams, R. (2013). Introducing case management to students in a virtual world: An exploratory study. Journal of Teaching in Social Work, 33(4/5), 552–565. https://doi.org/10.1080/08841233.2013.835766 DOI: https://doi.org/10.1080/08841233.2013.835766
McGarr, O. (2020). The use of virtual simulations in teacher education to develop pre-service teachers’ behaviour and classroom management skills: Implications for reflective practice. Journal of Education for Teaching, 46(2), 159–169. https://doi.org/10.1080/02607476.2020.1733398 DOI: https://doi.org/10.1080/02607476.2020.1724654
Phillips, A. (2017). Understanding empathetic services: The role of empathy in everyday library work. Journal of Research on Libraries & Young Adults, 8(1), 1–27.
Pressley, T. (2017). Public libraries, serious mental illness, and homelessness: A survey of public librarians. Public Library Quarterly, 36(1), 61–76. https://doi.org/10.1080/01616846.2017.1275772 DOI: https://doi.org/10.1080/01616846.2017.1275772
Provence, M. A. (2019). From nuisances to neighbors: Inclusion of patrons experiencing homelessness through library and social work partnerships. Advances in Social Work, 18(4), 1053–1067. https://doi.org/10.18060/22321 DOI: https://doi.org/10.18060/22321
Real, B., & Bogel, G. (2019). Public libraries and the opioid crisis, part 2: Community-centered responses. Public Library Quarterly, 38(3), 270–289. https://doi.org/10.1080/01616846.2019.1635326 DOI: https://doi.org/10.1080/01616846.2019.1635326
Rogers, S. L., Hollett, R., Li, Y. R., & Speelman, C. P. (2022). An evaluation of virtual reality role-play experiences for helping-profession courses. Teaching of Psychology, 49(1), 78-84. https://doi.org/10.1177/0098628320983231 DOI: https://doi.org/10.1177/0098628320983231
Torrey, E. F., Esposito, R., & Geller, J. (2009). Problems associated with mentally ill individuals in public libraries. Public Libraries, 48(2), 45–51.
Westbrook, L. (2015). “I’m not a social worker”: An information service model for working with patrons in crisis. Library Quarterly, 85(1), 6–25. https://doi.org/10.1086/679023 DOI: https://doi.org/10.1086/679023
Williams, R. D., & Ogden, L. P. (2021). What knowledge and attitudes inform public librarians’ interactions with library patrons in crisis?. Journal of Librarianship and Information Science, 53(1), 62-74. https://doi.org/10.1177/0961000620917720 DOI: https://doi.org/10.1177/0961000620917720
Wilson, A., Brown, S., Wood, Z., & Farkas, KathleenJ. (2013). Teaching direct practice skills using web-based simulations: Home visiting in the virtual world. Journal of Teaching in Social Work, 33(4/5), 421–437. https://doi.org/10.1080/08841233.2013.833578 DOI: https://doi.org/10.1080/08841233.2013.833578
Copyright (c) 2023 Rachel Williams, Catherine Dumas, Lydia Ogden, Luke Porwol, Joanna Flanagan, Julia Tillinghast
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.