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Qualitative elements of each methodology are presented, namely a series of focus groups with frontline staff, interviews with senior managers and a research workshop (Study 1), and a case study investigation of a public library in the heart of a Chinese community (Study 2). Synthesizing the data of both studies, an analysis is conducted of the relationship between the cultural identities of library staff and their ability to empathize with the public. It is concluded that empathy plays a role in facilitating effective communication between staff and users, but that a distinction should be made between intuitive and cognitive empathy, in considering the potential of staff training to develop appropriate levels of emotional response to members of all communities.<\/jats:p>","DOI":"10.1177\/0961000609102827","type":"journal-article","created":{"date-parts":[[2009,5,20]],"date-time":"2009-05-20T12:41:28Z","timestamp":1242823288000},"page":"81-89","source":"Crossref","is-referenced-by-count":8,"title":["The nature and role of empathy in public librarianship"],"prefix":"10.1177","volume":"41","author":[{"given":"Briony","family":"Birdi","sequence":"first","affiliation":[{"name":"CPLIS (the Centre for the Public Library and Information in Society) at the Department of Information Studies, University of Sheffield,"}]},{"given":"Kerry","family":"Wilson","sequence":"additional","affiliation":[{"name":"Faculty of Media Arts and Social Science, Liverpool John Moores University"}]},{"family":"Hin Man Tso","sequence":"additional","affiliation":[{"name":"Sheffield University Library"}]}],"member":"179","published-online":{"date-parts":[[2009,5,20]]},"reference":[{"key":"atypb1","first-page":"559","volume":"6","author":"Abbas, T.","year":"2006","journal-title":"Knowledge and Power', Qualitative Research"},{"key":"atypb2","volume-title":"Counselling Skills in Context","author":"Aldridge, S.","year":"2001"},{"key":"atypb3","volume-title":"Qualitative Research Methods for the Social Sciences","author":"Berg, B.L.","year":"1995"},{"issue":"4","key":"atypb4","first-page":"259","volume":"35","author":"Burghardt, B.","year":"2001","journal-title":"INSPEL"},{"key":"atypb5","doi-asserted-by":"publisher","DOI":"10.1037\/0022-3514.48.3.635"},{"key":"atypb6","doi-asserted-by":"publisher","DOI":"10.5860\/crl.62.2.147"},{"issue":"2","key":"atypb7","first-page":"15","volume":"21","author":"Dolan, J.","year":"2006","journal-title":"Public Library Journal"},{"key":"atypb8","doi-asserted-by":"publisher","DOI":"10.1023\/A:1010407728614"},{"key":"atypb9","doi-asserted-by":"publisher","DOI":"10.3102\/00028312026001122"},{"key":"atypb10","doi-asserted-by":"publisher","DOI":"10.4135\/9781412983587"},{"key":"atypb11","volume-title":"Interpersonal Communication","author":"Hartley, P.","year":"1999"},{"key":"atypb12","doi-asserted-by":"publisher","DOI":"10.1037\/h0027580"},{"key":"atypb13","doi-asserted-by":"publisher","DOI":"10.1046\/j.1365-2923.2002.01234.x"},{"key":"atypb14","volume-title":"`Culture and Conflict'","author":"LeBaron, M.","year":"2003"},{"key":"atypb15","doi-asserted-by":"publisher","DOI":"10.1037\/0022-3514.63.2.234"},{"key":"atypb16","volume-title":"Association of Research Libraries","author":"LibQUAL+(TM)","year":"2008"},{"key":"atypb17","volume-title":"Qualitative Researching","author":"Mason, J.","year":"2002"},{"key":"atypb18","volume-title":"The Power of Ten: A Guide to The MLA Partnership for Everyone Working for Museums, Libraries And Archives","author":"MLA","year":"2006"},{"key":"atypb19","volume-title":"`Love it! 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