The importance of being "fully
present" in face-to-face as well as virtual interactions in the complex,
challenging, and rapidly changing work environment of today's libraries cannot
be overstated. It means the difference between conversations that are clear,
non-confrontational, and productive and those that are unfocused, awkward, or
even threatening. From the reference desk and the community meeting to
the board room, the human resource office, and the conference table, effective
interpersonal communication lies at the center of the profession. Offering
analysis applicable to all types of library situations, this book:
- describes a number of theoretical
frameworks for understanding interpersonal communication, spanning
Aristotle, John Locke, Ruesch and Bateson, Watzlawick and his colleagues,
and Erving Goffman;
- uses examples from all
different types of library interpersonal encounters, including those with
colleagues, the public, managers, and subordinates, to discuss how these
historical frameworks apply to libraries and the world of information
science;
- combines theory with
decades-long empirical research gathered by the authors and their colleagues;
and
- offers an in-depth examination
of the reference encounter, introducing a content/relational model of
success illustrated with examples from librarians and library users.
By applying the insights provided here to daily
communication practice, libraries everywhere can build positive relationships
with library users, the communities they serve, and among their own staff.
