Ohio Reference
Excellence
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Different Cultures and Languages
Use model reference behaviors to overcome barriers.
Communicating with All Patrons
Show concern for the patrons of different cultures by letting
them know you are trying to help. Methods for communicating with patrons from other
cultures or those who speak another language include the following:
- Speak in brief, simple sentences rather than long, compound or complex ones. Try not to
use library jargon.
- If you don't understand, ask questions; but keep questions short.
- Don't ask "either/or" questions; pose two questions instead.
- Don't ask negative questions which can be misinterpreted easily; for example,
"Don't you like mysteries?"
- Speak slowly and articulate distinctly.
- Avoid idioms and metaphors, e.g., "That's cool."
Things to Try
- If necessary, write the question down or ask the patron to write it down. However, be
especially sensitive to patrons who may not be able to write in English yet.
- If the patron does not understand you, try different words or phrases. The ones you used
first may not have been mastered yet.
- Don't be afraid to use a dictionary.
- If you see that a patron has misunderstood your direction after the person has left your
station, don't assume that the patron will eventually discover the error. Follow through
with whatever assistance you can give.
Different Customs
- Recognize that people from some cultures are not demonstrative. Smiling may hide
emotions such as frustration or confusion.
- From patrons of some cultures, silence should not be construed as misunderstanding or
rudeness. Some other possible reasons are (1) respect for your authority, (2) full
agreement with what you are saying or doing, or (3) fear of being judged by how he or she
speaks English.
- Don't expect verbal reinforcement such as "I see" or "Uh-huh" when
you are explaining something to a patron. Watch for non-verbal communication. If you want
an acknowledgment, ask "Do you understand?" or watch for a nod.
- Remember that in some cultures it is considered polite to avoid eye contact.
- Realize that name order may be different for some cultures. Ask for "family
name" instead of "last name." Women from some cultures may retain their
maiden names after marriage, e.g., Vietnamese.
Positive Attitude
- Remember that saving face is important in many cultures. Your attitude is very
important. Always show mutual respect.
- Allow time for the patron to translate mentally what you have said.
- Don't raise your voice; this may be perceived as anger.
- Allow time for patrons to accomplish what they came for, even when you are busy.
Get Help
- Remember that word of mouth is more important than the written word when people are new
to this country.
- When possible, get help to complete a communication transaction. Use contacts who
understand the language when possible, and encourage personal contact.
- Know and use the expertise of staff members in your library or library system who can
help translate. Identify other patrons in your community who may be willing to help
translate.
[Prepared
by the Sunnyvale Public Library staff, April 1985. From: Liu, Grace. Promoting Library
Awareness in Ethnic Communities: Based on the Experiences of the South Bay Cooperative
Library System, 1984-1985. 1985.]
Major Point: Concern for the individual can help overcome cultural barriers.
- Locate statistics (library statistics, census information, demographics from local
Chamber of Commerce, etc.) on the percentage of people in your town from a different
culture, or ESL (English as a Second Language) patrons.
Answer Key
Telephone reference
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Working with Diverse Groups to Promote Reference Services
The Diversity Cookbook from Ocean County (NJ) Library is a toolkit of diversity programs.
The American Library Association's
Office for Diversity has a Library
Diversity wiki for library diversity advocates to collaborate, communicate
and connect with information on diversity activities and issues.
Updated guidelines: "Guidelines for the Development and Promotion of Multilingual Collections and Services 2007" from Library Services to the Spanish-Speaking Committee and
Guidelines for Library Services to Spanish-Speaking Library Users (2007) from Reference and User Services Association, American Library Association.
Concern for the individual can help overcome cultural barriers.
There are many kinds of cultural barriers!
 The Library of Congress'
Market Segmentation
guide has, "books and other resources that discuss marketing to particular
segments of the population along with other sources that are important in
determining the size and power of a particular market segment." It includes
generational, ethnic, geographic and other segments.
Getting Ready to Market the Library to Culturally Diverse Communities:
A step-by-step recipe for reaching out to immigrant communities and others,
by Yolanda J. Cuesta and Gail McGovern. In Alki: The Washington Library
Association Journal, Mar 1, 2002.
OLC's Diversity Awareness and Resources Committee provides links, news, resources, training, speakers, workshops, and publications that address diversity aspects including age, disability, gender, religion, sexual orientation and ethnicity.
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