RUSA’s Behavioral Guidelines for Reference and Information Services state that visibility and approachability, listening, and interest are required for successful reference transactions. As the number of online reference interactions continue to increase, librarians must rethink how to present these attributes to our patrons. This webinar will assert that improving emotional intelligence will improve our overall virtual communication. According to Mayer, Salovey and Caruso, individuals with high emotional intelligence often have a better ability to engage in sophisticated information processing. As virtual reference requires a multilayered skillset (reference, technology, customer services, communication) in a fast paced environment, virtual reference staffers with higher emotional intelligence will improve the experience for both practitioner and patron. This webinar will provide librarians and staff with an emotional intelligence toolkit to improve their virtual reference experience as well as provide tips for implementing a training program that incorporates emotional intelligence principles.


Original broadcast February 23, 2017

Biography ~ Lindsey Wharton
Lindsey Wharton is the Extended Campus and Distance Services Librarian at Florida State University. Lindsey currently serves as Chair of the ACRL Distance Learning Section Discussion Group which holds multiple webinars each year on various topics pertaining to distance library services. Lindsey has moderated several national webinars through this role. Additionally, Lindsey’s routine duties include online instruction, online workshops, and online orientations for distance and extended campus users.

Biography ~ Emily Mann
Emily Mann is the Research and Information Services Librarian at Florida State University. She heads research and reference training for undergraduate services. Emily coordinates the FSU Libraries Reference Associate program that trains new library professional and mentors each associate in their professional development.