Virtual reality training for crisis communication: Fostering empathy, confidence, and de-escalation skills in library and information science graduate students

Library and information science (LIS) graduate students often pursue careers in public libraries, which have faced increased challenges in supporting patrons in crisis. As a result, LIS graduate students benefit from increased training opportunities that help them gain crisis communication skills that will help them confidently and effectively interact with patrons in crisis. There is a need to provide training that is readily available, repeatable, and engaging for students. One approach that may prove valuable is the implementation of virtual reality (VR) training, which presents a low-stakes, innovative approach to support skill development in areas like empathy and crisis communication. To date, no virtual reality training for tailored crisis communication skills development in libraries exists. Examining the effectiveness of VR training for crisis communication skills among LIS graduate students included 1) creating a virtual environment and training scenario based on in-person trainings conducted by the researchers, and 2) administering pre and post tests on confidence, empathy, and de-escalation skills and then observing participant behavior in the virtual environment. Findings indicate that the VR training is overall effective and showed self-reports of increased empathy and skills for LIS graduate students. Recommendations for further study involve 1) implementing crisis communication training for students who will work in libraries (particularly public libraries); 2) extending the training contexts presented here to include other areas for skill development; and 3) more systematic consideration and conversation around the use of VR training in LIS education.