Slides from Presentation given by Emily Mann and Nataly Blas at the NCLA annual conference

1. Bridging the Language Barrier in
Public Services
Enhancing Cross Cultural Communication
in Academic Libraries
Nataly Blas
Emily Mann
October 17, 2013

2. 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

3. 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?

4. Agenda
No “quick fix”
Cross cultural communication
Introspection
Inclusion
Barriers
Culturally-relevant reference interview

5. Cross Cultural Communication

7. Minimization
An orientation that highlights cultural
commonality and universal values and
principles that may also mask deeper
recognition and appreciation of
cultural differences.

8. Identity Molecule Activity

9. Who are you?
Your
Name

10. 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

11. International Students at UNCG

12. Home Countries of
UNCG
Students

13. Majors/Areas
of Study

14. One size does not fit all
http://www.greatwhatsit.com/archives/8460

15. Communication Barriers
Cultural
Functional
Language

16. Cultural Barriers

17. Functional Barriers

18. Language Barriers

19. What makes a library non-welcoming?

20. Public Service
First point of
contact
Brief interactions
How do we serve
their needs?

21. 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?

22. Patron Interview
Gather
Information
with open
questions
Confirm
the exact
question
Give the
Answer
Follow up

23. Welcome
Be Approachable!
Friendly greeting
Relaxed tone
Assurance

24. Gather Information
Provide your full attention
Non-verbal cues
Cross-cultural rules

25. Confirm the Question
Be patient
Written communication

26. Give the Answer
Clear and simple
Avoid library jargon
Enthusiasm

27. Follow Up
Need fulfillment
Restart

28. Tips for Communicating Across Cultures

29. Beyond the Public Service Desk
Library tours
Diversity in the library’s collection
Multilingual services
Library materials in other languages
Cross-cultural communication training

30. Questions?

31. 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