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 â> Interest â>
Listening/Inquiring â> Searching â> 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
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, donât be afraid to ask for clarifications, and follow up
⢠Donât 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 libraryâs collection
⢠Multilingual services, such as tutors or translation services
⢠Library materials in other languages
⢠Cross-cultural Communication training for library staff
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