Bridging the Language Barrier in

Public Services

Enhancing Cross Cultural Communication

in Academic Libraries

Nataly Blas

Emily Mann

October 17, 2013

Dinámica

Dame esos cinco si, has viajado a otro país

Mujeres a la derecha y hombres a la izquierda

Todos de pie si, hablas dos o más idiomas

Levanten la mano si, han ayudado a un estudiante

internacional

Parasen en un pie si, trabajas con el público

Activity

Have you traveled to another country?

To the right or to the left?

Do you speak more than one language?

Have you ever helped an international student?

Do you work in Public Services?

Agenda

No “quick fix”

Cross cultural communication

Introspection

Inclusion

Barriers

Culturally-relevant reference interview

Cross Cultural Communication

Minimization

An orientation that highlights cultural

commonality and universal values and

principles that may also mask deeper

recognition and appreciation of cultural

differences.

Identity Molecule Activity

Who are you?

Your Name

How do we identify ourselves?

• Gender

• Race/Ethnicity

• Age

• Religion

• Economic Status

• Sexual Orientation

• Marital Status

• Political Views

• Occupation

• Languages

• Life Experiences

• Hobbies

• Culture/Sub-culture

• Clothing

• Learning/Thinking Styles

• Skills/Talents

• Beliefs/Values

• Concept of beauty, friendships, etc

• Gestures

International Students at UNCG

Home Countries of UNCG

Students

Majors/Areas of Study

One size does not fit all

http://www.greatwhatsit.com/archives/8460

Communication Barriers

Cultural

Functional

Language

Cultural Barriers

Functional Barriers

Language Barriers

What makes a library non-welcoming?

Public Service

First point of contact

Brief interactions

How do we serve their needs?

Group Discussion

What services and resources are offered in your library to meet the needs of your multilingual patrons?

What is the training and level of awareness of multiculturalism and intercultural communication among your library staff?

Patron Interview

Gather Information with open questions

Confirm the exact

question

Give the Answer

Follow up

Welcome

Be Approachable!

Friendly greeting

Relaxed tone

Assurance

Gather Information

Provide your full attention

Non-verbal cues

Cross-cultural rules

Confirm the Question

Be patient

Written communication

Give the Answer

Clear and simple

Avoid library jargon

Enthusiasm

Follow Up

Need fulfillment

Restart

Tips for Communicating Across Cultures

Beyond the Public Service Desk

Library tours

Diversity in the library’s collection

Multilingual services

Library materials in other languages

Cross-cultural communication training

Questions?

References

• ACRL Diversity Standards, http://www.ala.org/acrl/standards/diversity

• Brothen, E. & Bennet, E. (2013). The Culturally Relevant Reference Interview: How to

Enhance Reference Transactions in a Era of Diversity. In Library Sources for Multicultural

Patrons, 35, 297-302

• Garner, S. (2003). Bridging the Intercultural Communication Gap at the Reference Desk. Legal

Services Quarterly. 22(2), 7-33.

• Osa, J. O., Nyana, S. A., & Ogbaa, C. A. (2006). Effective Cross-Cultural Communication to

Enhance Reference Transactions: Training Guidelines and Tips. Knowledge Quest, 35(2), 22-

24.

• RUSA Guidelines http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral