Carlyle: Serving ESL and Non-English Speaking Patrons in the Library

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This document provides tips and resources for library staff to better serve patrons with limited or no English language skills. It discusses the importance of using visual aids, speaking slowly, being aware of body language, teaming up with colleagues who speak the patron's language, and learning a few simple words in other languages. The document includes links to statistics on non-English languages spoken in the US and Canada, as well as other resources on clear communication, multicultural communication, and teaching English as a second language.

Education

Serving ESL &
Non-English Speaking
Patrons in the Library
Cate Carlyle
ALA Editions Webinar
April 2014

Welcome! Bienvenue! Bienvenido!
Benvenuto!...
www.smu.ca

Teaching English as a Second Language
(TESL) Centre,
Saint Mary’s University , Halifax NS

Collection
http://www.decoist.com/2012-05-25/creative-tips-for-displaying-collections-with-style/

http://www.radiofreethinker.com
www12.statcan.gc/nhs-enm/2011/as-sa/99-010-x/99-010-x2011001-eng.cfm#a1

2.9
1.6
1.4
1.3
1.1
1.1
Languages Other Than English
Spoken at Home
Chinese
Tagalog
Vietnamese
French
German
Korean
*numbers in millions

https://azgop.org/wp-content/uploads/2013/06/hispanic_american.jpg
www.census.gov/newsroom/releases/archives/educatoin/cb13-143html

Poll #1:
Have you ever had a
difficult interaction
while serving a user
with limited or no
English language
skills?
*Tip… speaking louder doesn’t
help
freedigitalphotos.net

freedigitalphotos.net
Assuming makes an…..

Visual aids
are your friend….
show don’t tell.

freedigitalphotos.net
Two heads are better than one

Poll #2:
Are you comfortable calling in
a colleague during a very
difficult transaction?

Seattle Public Library http://lmnarchitects.com

Tripoli, Libya http://www.libya-watanona.com

Wired and connected
http://teresapalooza.blogspot.ca

Looking for a book?
http://www.smu.ca/academic/tesl/search.html

www.salemcitylibrary.org
Built-in focus group

Break down barriers
http://snomie.com/wp-content/uploads/2011/12/obstacle.jpeg

http://blog.sendblaster.com/2012/07/04/email-marketers-beware-take-care-not-to-offend-your-subscribers/

Poll #3:
Have you learned a few words
in different languages that
you use with your patrons?

http://en.wikipedia.org/wiki/Women%27s_rights_in_Saudi_Arabia

ITS TIME FOR THE
FOODIE PROGRAM IN THE
APA RM. HANG WITH
YOUR PEEPS TODAY AT
12! YOURE WELCOME
TO BRING SOMETHING TO
NOSH ON.
RSVP ASAP AT THE CIRC

The Annual Fall Clean-Up Day will
be held on Saturday October the 20th
from 9:00 a.m. to 3:30 p.m. at the
Anyplace Township Dump.
Garbage must be brought in pick-up
trucks or cars. No hazardous
materials will be accepted at this
time. All garbage must be unloaded
by hand.
Organize your garbage with wood on
top, then metal objects, then tires on
the bottom. This dump is open to
Anyplace Township Residents only.
Dumping charges will be $10 per
vehicle.
Annual Fall Clean-Up Day
Residents Only
Date: Saturday, October 20, 2013
Time: 9:00 A.M. to 3:30 P.M.
Place: Anyplace Township Dump
Cost: $10 per vehicle
http://www.omafra.gov.on.ca/english/rural/facts/07-049.htm#do

Email: cate.carlyle@smu.ca
Statistics Canada :
http://www12.statcan.gc.ca/nhs-enm/2011/as-sa/99-010-x/99-00-010-x2011001-
eng.cfm#a1
US Census Bureau:
http://www.census.gov/newsroom/releases/archives/education/cb13-143.html
Pinterest: http://www.pinterest.com/tesllibrary/
Clear writing: http://www.omafra.gov.on.ca/english/rural/facts/07-049.htm
Body language:
http://www.usingenglish.com/articles/speak-english-with-body-language.html
http://www.amanet.org/training/articles/Multicultural-Communication-Tips.aspx

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Carlyle: Serving ESL and Non-English Speaking Patrons in the Library

1. Serving ESL & Non-English Speaking Patrons in the Library Cate Carlyle ALA Editions Webinar April 2014

2. Welcome! Bienvenue! Bienvenido! Benvenuto!... www.smu.ca

3. Teaching English as a Second Language (TESL) Centre, Saint Mary’s University , Halifax NS

5. Collection http://www.decoist.com/2012-05-25/creative-tips-for-displaying-collections-with-style/

6. Take away? freedigitalphotos.net

7. http://stewardship.edublogs.org

8. http://www.radiofreethinker.com www12.statcan.gc/nhs-enm/2011/as-sa/99-010-x/99-010-x2011001-eng.cfm#a1

9. www.newyork.com

10. 2.9 1.6 1.4 1.3 1.1 1.1 Languages Other Than English Spoken at Home Chinese Tagalog Vietnamese French German Korean *numbers in millions

11. https://azgop.org/wp-content/uploads/2013/06/hispanic_american.jpg www.census.gov/newsroom/releases/archives/educatoin/cb13-143html

12. Poll #1: Have you ever had a difficult interaction while serving a user with limited or no English language skills? *Tip… speaking louder doesn’t help freedigitalphotos.net

13. Not a race freedigitalphotos.net

14. freedigitalphotos.net Slow down!

15. Body language

16. www.tofugu.com

17. Garymorland.com

18. freedigitalphotos.net Assuming makes an…..

19. Visual aids are your friend…. show don’t tell.

20.

21.

22.

23. freedigitalphotos.net Teamwork

24. freedigitalphotos.net Two heads are better than one

25. Poll #2: Are you comfortable calling in a colleague during a very difficult transaction?

26. Seattle Public Library http://lmnarchitects.com

27. Tripoli, Libya http://www.libya-watanona.com

28. Balance

29. Questions?

30. Wired and connected http://teresapalooza.blogspot.ca

31. Looking for a book? http://www.smu.ca/academic/tesl/search.html

32.

33.

34.

35.

36.

37.

38. www.tidymom.net

39. www.salemcitylibrary.org Built-in focus group

40. www.homemaidsimple.com

41. Staff Picks

42. Break down barriers http://snomie.com/wp-content/uploads/2011/12/obstacle.jpeg

43. http://blog.sendblaster.com/2012/07/04/email-marketers-beware-take-care-not-to-offend-your-subscribers/

44.

45. Poll #3: Have you learned a few words in different languages that you use with your patrons?

46. http://en.wikipedia.org/wiki/Women%27s_rights_in_Saudi_Arabia

47. www.thearticulateceo.typepad.com

48. ITS TIME FOR THE FOODIE PROGRAM IN THE APA RM. HANG WITH YOUR PEEPS TODAY AT 12! YOURE WELCOME TO BRING SOMETHING TO NOSH ON. RSVP ASAP AT THE CIRC

49. The Annual Fall Clean-Up Day will be held on Saturday October the 20th from 9:00 a.m. to 3:30 p.m. at the Anyplace Township Dump. Garbage must be brought in pick-up trucks or cars. No hazardous materials will be accepted at this time. All garbage must be unloaded by hand. Organize your garbage with wood on top, then metal objects, then tires on the bottom. This dump is open to Anyplace Township Residents only. Dumping charges will be $10 per vehicle. Annual Fall Clean-Up Day Residents Only Date: Saturday, October 20, 2013 Time: 9:00 A.M. to 3:30 P.M. Place: Anyplace Township Dump Cost: $10 per vehicle http://www.omafra.gov.on.ca/english/rural/facts/07-049.htm#do

50. www.division1.ca

51. Everyone smiles in the same language

52. Email: cate.carlyle@smu.ca Statistics Canada : http://www12.statcan.gc.ca/nhs-enm/2011/as-sa/99-010-x/99-00-010-x2011001- eng.cfm#a1 US Census Bureau: http://www.census.gov/newsroom/releases/archives/education/cb13-143.html Pinterest: http://www.pinterest.com/tesllibrary/ Clear writing: http://www.omafra.gov.on.ca/english/rural/facts/07-049.htm Body language: http://www.usingenglish.com/articles/speak-english-with-body-language.html http://www.amanet.org/training/articles/Multicultural-Communication-Tips.aspx

53. Questions?

Carlyle: Serving ESL and Non-English Speaking Patrons in the Library

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