Intentional Communication: How AI Enhances Emotional Intelligence and Builds Relationships in Academic Libraries

Picture this: It’s a Tuesday morning, and your inbox is already overflowing. A faculty member has emailed to express frustration over the availability of library resources, a student has asked for last-minute research help, and a partner organization is waiting for a project update. Each of these interactions demands not just a response but thoughtful communication. But how do you manage this when your day is already packed? Enter AI, not as a replacement for your expertise, but as a partner in helping you communicate more intentionally.

In the world of academic libraries, where every email and interaction carries the weight of building relationships—with students, faculty, stakeholders, and partners—the stakes are high. It’s not just about delivering information; it’s about fostering trust, collaboration, and understanding. Emotional intelligence (EQ) is key here, and surprisingly, tools like Grammarly and ChatGPT can help.

The Art of Intentional Communication

Think back to the TV series Suits. Donna Paulsen, with her unparalleled EQ, always seems to know the perfect way to phrase her words. She balances empathy with clarity, creating connections and solving problems even in high-pressure situations. That level of thoughtfulness doesn’t have to be reserved for TV characters—it’s something academic librarians can achieve, too, with the right tools.

Imagine receiving a terse email from a faculty member: “The library isn’t supporting my research needs.” Your first instinct might be defensiveness, but you pause. Instead of firing off a curt reply, you open ChatGPT and type: Draft a professional and empathetic response to this faculty concern. What you get back is a starting point, something like: “Thank you for sharing your concerns. I understand how important this is to your work, and I’d love to discuss how we can better support your needs.” From there, you tweak it to reflect your voice, ensuring that the message conveys both empathy and a willingness to collaborate.

Finding Time for What Matters

One of the most valuable things AI can give you is time—time to connect, to listen, and to build relationships. Librarians often feel pulled in a thousand directions, and communication can become rushed or transactional. AI tools like Grammarly, with its tone-checking features, or ChatGPT, with its ability to assist with drafting, can help streamline routine tasks, freeing you up for meaningful engagement.

• With Students: A student emails asking for help on a research project. Instead of a generic response like “Check the database,” you use ChatGPT to craft a detailed reply: “The XYZ Database has excellent resources for your topic. I can also walk you through how to use its advanced search tools. Would you like to set up a quick meeting?” That extra thoughtfulness can make a huge difference in how supported the student feels.

• With Faculty: Faculty collaboration often hinges on trust. When drafting an email about integrating AI tools into their curriculum, Grammarly helps ensure your tone is professional yet approachable. A thoughtful email doesn’t just deliver information; it opens doors for deeper collaboration.

• With Partners: Your library is exploring a partnership with a community organization. Rather than sending a dry project update, you craft a warm, engaging email using ChatGPT to set the tone for the ongoing relationship. These small moments of intentionality can make partnerships flourish.

Overcoming Hesitations About AI

Adopting AI might feel intimidating or even uncomfortable, especially with concerns about privacy and algorithmic bias. These are valid points, but they don’t have to be barriers. Here’s how you can address them:

1. Start Small: Begin by using AI for low-stakes tasks, like drafting internal emails or brainstorming ideas. Tools like Grammarly offer quick wins without requiring significant setup.
2. Understand Privacy Settings: Look for AI tools with clear data policies. For example, Grammarly allows you to opt out of sharing your writing for model improvement, safeguarding your data.
3. Test for Bias: AI isn’t perfect. Before using it widely, test its outputs for any biases or inaccuracies. Run sample prompts through tools like ChatGPT to ensure they align with your values of equity and inclusion.

Building Empathy Through AI

While AI tools are not a substitute for EQ, they can enhance your ability to communicate thoughtfully. Consider this scenario: You’re drafting a policy update for students, and you want to ensure it feels inclusive. Grammarly’s tone suggestions highlight areas where the language might feel too formal or detached, helping you rewrite it in a way that’s more inviting.

Or imagine responding to a student’s email late at night. You’re tired, and your first draft feels blunt. ChatGPT suggests adding a line of encouragement: “I know this research project can feel overwhelming, but you’re on the right track. Let me know how else I can support you.” A small addition, but one that shows you care.

A Balanced Future for Academic Librarians

By integrating AI thoughtfully into their workflows, academic librarians can create time to:

• Work closely with faculty to design innovative learning experiences.
• Provide tailored guidance to students navigating complex research challenges.
• Engage stakeholders and library partners in meaningful conversations about shared goals and future directions.

Intentional communication lies at the intersection of efficiency and empathy. By using AI tools like ChatGPT and Grammarly, academic librarians can communicate more thoughtfully and effectively, ensuring that their relationships with students, faculty, and partners remain strong and supportive. These connections not only enhance individual experiences but also contribute to a more inclusive and collaborative academic library culture.

In the end, technology should serve as a means to amplify the values that make academic librarians indispensable: empathy, collaboration, and the ability to build meaningful relationships.

Read Further

For a deeper dive into emotional intelligence and its applications in academic libraries, explore Suits Meet the Stacks: Drawing Emotional Intelligence (EQ) Parallels for Academic Libraries by Russell Michalak. This article draws fascinating connections between the workplace dynamics in Suits and the challenges faced by librarians, highlighting how tools like AI can complement EQ in creating positive, inclusive workplaces. Access the article here.