Just as public libraries often serve as safe havens for people in need, so too must librarians be prepared to handle crises. Novel training approaches, especially those using VR and GenAI, may transform how future librarians build critical and practical communication skills. Our recent research involves developing and testing this innovative training approach through creating immersive, simulated public library environments where students and professionals can practice de-escalating tense situations. This kind of approach has many advantages, including: 

• A safe sandbox to practice in: mistakes that happen in VR don’t put real people at risk;
• Endless do-overs: repeatable, customizable scenarios powered by GenAI that shift based on the learner’s conversation with the patron in distress;
• Learning that sticks: an immersive, engaging environment that feels natural to digital-native students;
• A powerful add-on: VR scenarios complement, rather than replace, lectures and in-person roleplay.

Stepping Into the Scenario: Practicing Tough Conversations in VR

To test the viability of this training approach, we developed a VR scenario modeled after real-life, in-person sessions that we facilitated previously. Graduate students participated by completing pre- and post-training surveys that measured empathy, confidence, and de-escalation skills. Students then interacted with a virtual patron in a simulated crisis situation who was prompted using GenAI. Results showed that students perceived being more prepared and having stronger empathy and communication skills. Being more prepared to interact with patrons in crisis means better outcomes for vulnerable patrons. It also means that libraries have increased capacity for resilience, support, and safety for people in crisis. 

In addition to considering how this training helped LIS graduate students develop crisis communication skills, we tested it with public library staff. Public library workers found the virtual environment realistic and comfortable, and one explained that the VR experience offers “a safe, informative, learning environment for staff to engage without fear of judgment.” As librarians rarely handle these challenges alone, we also tested our VR training with public library safety who similarly operate on the front lines to support library staff. These professionals often collaborate in real crisis situations, but their interactions can be complicated by unclear roles or communication gaps. One safety worker said the VR experience “makes you aware of situations that you can encounter at some point,” indicating that it helped them mentally prepare for real-world crises. 

We’re currently developing a standalone, freely accessible version of this training that all library workers can access with a VR headset. We also advocate for providing this kind of training to students and professionals, expanding the training for learning other vital skills, and encouraging conversation around how to implement these technologies to support community resilience. 

Reimagining Library Training for the Future

As the challenges facing patrons grow increasingly more complex, the role of the librarian is evolving too. In addition to fostering spaces for learning and community, preparing future librarians to meet those challenges requires training that is as innovative as the situations they will face. VR, particularly with the use of GenAI, offers one promising path forward that provides learners with an engaging, repeatable, and low-stakes way to practice de-escalation, and crisis communication. By embracing this technology, library education can ensure that the next generation of librarians is not only skilled in information management but also equipped to respond with confidence and compassion when a patron needs them most.