Social Interaction and the Role of Empathy in Information and Knowledge Management: A Literature Review

Miller, Faye & Wallis, Jake (2015) Social Interaction and the Role of Empathy in Information and Knowledge Management: A Literature Review. In Hagen-McIntosh, Joyce (Ed.) Information and Data Literacy: The Role of the Library. Apple Academic Press, Waretown, NJ, pp. 185-202.

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Abstract

This article provides a general review of the literature on the nature and role of empathy in social interaction for information professionals working in a variety of information and knowledge environments. Relational agency theory (Edwards, 2005) is used asa framework to re-conceptualize education for empathic social interaction between information professionals and their clients. Past, present and future issues relevant to empathic interaction in information and knowledge management are discussed in the context of three shifts identified from the literature: (a) the continued increase in communication channels, both physical and virtual, for reference, information and re-search services, (b) the transition from the information age to the conceptual age and(c) the growing need for understanding of the affective paradigm in the information and knowledge professions. Findings from the literature review on the relationships between empathy and information behavior, social networking, knowledge management and information and knowledge services are presented. Findings are discussed in relation to the development of guidelines for the affective education and training of information and knowledge professionals and the potential use of virtual learning software such as Second Life in developing empathic communication skills.

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ID Code: 82325
Item Type: Book Chapter
Additional URLs:
Keywords: information profession, virtual learning, affective education, empathy, knowledge management
ISBN: 9781771882927
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > LIBRARY AND INFORMATION STUDIES (080700) > Human Information Behaviour (080703)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > LIBRARY AND INFORMATION STUDIES (080700) > Librarianship (080706)
Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > LIBRARY AND INFORMATION STUDIES (080700) > Social and Community Informatics (080709)
Australian and New Zealand Standard Research Classification > TECHNOLOGY (100000) > COMMUNICATIONS TECHNOLOGIES (100500)
Australian and New Zealand Standard Research Classification > MEDICAL AND HEALTH SCIENCES (110000) > PUBLIC HEALTH AND HEALTH SERVICES (111700) > Health Information Systems (incl. Surveillance) (111711)
Australian and New Zealand Standard Research Classification > EDUCATION (130000) > SPECIALIST STUDIES IN EDUCATION (130300) > Learning Sciences (130309)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2016 Apple Academic Press, Inc.
Deposited On: 01 Apr 2015 22:47
Last Modified: 13 Jun 2016 03:00

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