1. THE CULTURALLY RELEVANT
REFERENCE INTERVIEW
Nataly Blas and Emily Mann
Reference and Instruction Services, Jackson Library
April 6, 2013

2. What is cross-cultural communication?
Why is it important in a reference interview?

3. Definitions
• Communication Barrier: Obstacle in a workplace that prevents
exchange of ideas or thoughts. (i.e. cultural differences)
• Cross-Cultural Communication: A process of exchanging,
negotiating, and mediating one's cultural differences through
language, non-verbal gestures, and space relationships.
• Cultural competence: A congruent set of behaviors, attitudes, and
policies that enable a person or group to work effectively in cross-
cultural situations. (ACRL, National Association of Social Workers, 2001)
• Diversity: State or fact of being diverse; different characteristics and
experiences that define individuals.
• Reference Interview: Approachability –> Interest –>
Listening/Inquiring –> Searching –> Follow Up

4. The Culturally Relevant Reference
Interview
Cross Cultural
Communication
ACRL
Diversity
Standards
RUSA
Guidelines

5. ACRL Diversity Standards
Standard 1: Cultural awareness of self and others
Standard 2: Cross-cultural knowledge and skills
Standard 5: Service Delivery
Standard 6: Language Diversity
Standard 10: Professional education and continuous learning

6. Cross-Cultural Communication Barriers
Cultural
• Different non-verbal communications
• Different role relationships
• Lack of cultural awareness
Functional
• Different experiences with libraries
• Different research skills
• Different experience with technology
Language
• Non-native English speakers
• Accents, slang, jargon

7. Reference Interview
Approachability
Interest
Listening/InquiringSearching
Follow Up

8. Culturally Relevant Reference Interview
Approachability
• Friendly greeting; smiling
• Speaking in a relaxed tone, perhaps
slower than usual
• Assure patron you are there to help

9. Culturally Relevant Reference Interview
Interest
• Providing your full attention
• Non-verbal cues, nodding to display
understanding
• Be aware of cross-cultural
rules, such as personal space
lifeinthefastlane.com

10. Culturally Relevant Reference Interview
Listening/Inquiring
• Watch for non-verbal communication cues
• Speak slowly and avoid jargon
• Paraphrase to check mutual understanding
• You may ask the patron to write something down for
clarification

11. Culturally Relevant Reference Interview
Searching
• Ask and encourage questions
• Keep the process clear and simple
• Take the time to explain library jargon,
such as database or catalog
• Be enthusiastic about the topic

12. Culturally Relevant Reference Interview
Follow Up
• Ask if the question was completely answered
• Refer to subject specialist if necessary, make sure to
explain the process
• Be flexible and try different ways of communicating

13. Tips for Communicating Across Cultures
• Be patient, don’t be afraid to ask for clarifications, and follow up
• Don’t make assumptions, (blurb about one size does not fit all)
• Avoid jargon, idioms, and jokes (this includes library jargon)
• Be aware of language differences, such as accents
• Be aware of your body language, such as personal space and eye
contact
• Speak slower, but not necessarily louder
• Try different ways of communication
• Be open, flexible, and willing to increase your multicultural awareness

14. Beyond the Reference Desk
• Library tours in various languages
• Diversity in the library’s collection
• Multilingual services, such as tutors or translation services
• Library materials in other languages
• Cross-cultural Communication training for library staff

15. Questions?
languagemagazine.com

16. 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