Cyber Psychology of Virtual Dialogs: Simultaneous Chat Transactions in Libraries and Information Centers

Subject Areas : Journal of Knowledge Studies

Azam Najafqolinejad ¹

1 - Ph.D. in Library and Information Science, and Assistant Professor of National Library and Archives I.R. of Iran

Received: 2020-10-12 Accepted : 2020-11-21 Published : 2019-12-22

Keywords: Cyber psychology, Online Chat, Virtual Reference Services,

Abstract :

Objective: The purpose of this study is to review the concepts and features of virtual and online communication, including simultaneous conversations and psychology governing these new spaces, and in this regard, the standards and guidelines of online communication in libraries have been explored. Method: The present study is a documentary and review-analytical method that has used various theories of online interaction to explain the psychology of cyberspace, including theories of media richness, social presence, uses and gratifications theory and online disinhibition. Results: Cyberspace has distinct features that have different effects on the human mind  behavior. These features include less mindfulness, dominant writing space, and flexibility in identity, change, and adjustment of perceptions, the multiplicity of possible relationships in cyberspace, the possibility of delayed response to the user in virtual communication, the ability to stretch time and disconnect media, the urgency and concurrence of communication. These features generally lead to psychological states such as anger, anxiety, worry, and frustration. Interaction in cyberspace is effective when the result of this communication interaction, causes the use or satisfaction of the person in his psychological and social environment. Conclusion: Virtual Reference Services (VRS) are a complex and multifaceted commitment.  VRS, including simultaneous chat with the user, clarifies the vacuum of visual and auditory cues and the feeling of personal connection and it is necessary to use alternatives and tricks for these virtual communications to evoke the same feeling of face. Therefore, due to the nature of the work and the complexity of the librarian-user interaction during the reference process, "the positive and negative behavior of the librarian (observed by the user) is an important factor in the success or failure of the process. Paying attention to the psychology of users in cyberspace, adhering to the standards and guidelines of librarians' behavioral and skillful performance, and being equipped with various scientific and communication skills are the success factors of online 

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