Emotional Labor in the Academic Library: When Being Friendly Feels Like Work |
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| Authors: | Sherianne Shuler Nathan Morgan |
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| Institution: | 1. Department of Communication Studies , Creighton University , Omaha , NE;2. United Methodist Ministries , Omaha , NE sherishu@creighton.edu;4. United Methodist Ministries , Omaha , NE |
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| Abstract: | Although the Guidelines for Behavioral Performance of Reference and Information Services Providers recommend that librarians “welcome the patrons and place them at ease … and] make the patrons feel comfortable in a situation which may be perceived as intimidating, risky, confusing or overwhelming” (Reference and User Services Association, 2004 Reference and User Services Association.2004Guidelines for behavioral performance of reference and information services providers. http://http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral (http://http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral) Google Scholar]), our literature provides little exploration of welcoming behavior. To fill this gap, we introduce the concept of emotional labor to the library context, presenting a qualitative analysis of librarians' experiences. In addition, we offer recommendations to help librarians manage the emotional aspects of work and discuss implications of librarianship's changing emotional demands. |
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| Keywords: | emotional labor myth of rationality academic libraries reference librarians reference services customer service |
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