Bridging the Langugage Barrier in Public Services: Cross Cultural Communication in Academic Libraries
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
7. Minimization
An orientation that highlights cultural
commonality and universal values and
principles that may also mask deeper
recognition and appreciation of cultural
differences.
10. How do we identify ourselves?
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Gender
Race/Ethnicity
Age
Religion
Economic Status
Sexual Orientation
Marital Status
Political Views
Occupation
Languages
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Life Experiences
Hobbies
Culture/Sub-culture
Clothing
Learning/Thinking Styles
Skills/Talents
Beliefs/Values
Concept of beauty,
friendships, etc
• Gestures
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?
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
31. References
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ACRL Diversity Standards, http://www.ala.org/acrl/standards/diversity
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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
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Garner, S. (2003). Bridging the Intercultural Communication Gap at the Reference Desk. Legal
Services Quarterly. 22(2), 7-33.
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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), 2224.
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RUSA Guidelines http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral
Editor's Notes
Give each other HIGH FIVE if, you have traveled to another countryWomen to the right and Men to the leftStand up if, you speak more than one languageRaise your hand if, you have helped an international studentStand on one foot if you work in Public Services
