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Bridging the Language Barrier in
Public Services
Enhancing Cross Cultural Communication
in Academic Libraries
Nataly Blas
Emily Mann
October 17, 2013
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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
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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?
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Agenda
No “quick fix”
Cross cultural communication
Introspection
Inclusion
Barriers
Culturally-relevant reference interview
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Cross Cultural Communication
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Minimization
An orientation that highlights cultural
commonality and universal values and
principles that may also mask deeper
recognition and appreciation of cultural
differences.
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Identity Molecule Activity
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Who are you?
Your Name
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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
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International Students at UNCG
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Home Countries of UNCG
Students
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Majors/Areas of Study
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One size does not fit all
http://www.greatwhatsit.com/archives/8460
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Communication Barriers
Cultural
Functional
Language
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Cultural Barriers
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Functional Barriers
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Language Barriers
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What makes a library non-welcoming?
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Public Service
First point of contact
Brief interactions
How do we serve their needs?
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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?
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Patron Interview
Gather Information with open questions
Confirm the exact
question
Give the Answer
Follow up
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Welcome
Be Approachable!
Friendly greeting
Relaxed tone
Assurance
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Gather Information
Provide your full attention
Non-verbal cues
Cross-cultural rules
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Confirm the Question
Be patient
Written communication
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Give the Answer
Clear and simple
Avoid library jargon
Enthusiasm
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Follow Up
Need fulfillment
Restart
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Tips for Communicating Across Cultures
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Beyond the Public Service Desk
Library tours
Diversity in the library’s collection
Multilingual services
Library materials in other languages
Cross-cultural communication training
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Questions?
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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