The article presents socio-pedagogical interactions with library users at the library helpdesk of a scientific library. The tasks of a reference librarian, assisting users in their catalogue search, formally fall within the scope of information science departments. The library helpdesk in often where users make the first contact with the library. The essence of good social contact is mutual respect and the subjective approach to the recipient of library services. The appropriate attitude of the librarian, kindness marked by non-violent communication (according to the M.B. Rosenberg method), expressing interest in the user's needs and commitment needed to provide assistance require a language appropriate to the age of the interlocutor and skillful balancing between the psychological spheres: “Me-Adult”, “Me-Parent”, “Me-Child” of interlocutors (presented in the transactional analysis by E. Berne). Modern technological progress, in terms of tools and information resources, demand constant development of professional skills: both hard and soft skills of a reference librarian, so that she/he can adequately respond to the needs of an recipients of reference services: both teenagers and adults, but often with low information literacy, as well as persons experiencing difficulties in adaptating to the fast changes of postmodernity.
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