Libraries serve diverse communities with different linguistic and cultural backgrounds. As a library staff member, you may encounter patrons who do not speak English or have limited proficiency. How can you communicate effectively with them and provide quality library services? Here are some tips and strategies to help you.
One of the simplest and most respectful ways to communicate with non-English speaking patrons is to learn some common phrases in their languages. For example, you can greet them, ask them what they need, and thank them in their native tongue. This can show that you value their culture and identity, and make them feel more welcome and comfortable. You can use online tools, apps, books, or videos to learn some basic phrases, or ask your colleagues or patrons who speak those languages to teach you.
Another way to communicate with non-English speaking patrons is to use visual aids and gestures to supplement your verbal communication. For example, you can point to signs, labels, maps, or icons that indicate the location of different sections, services, or resources in the library. You can also use gestures to indicate directions, numbers, sizes, or actions. Visual aids and gestures can help you convey your message more clearly and avoid misunderstandings.
A third way to communicate with non-English speaking patrons is to provide multilingual materials and resources that they can access and use. For example, you can offer books, magazines, newspapers, or DVDs in different languages, or have online databases, catalogs, or websites that support multiple languages. You can also create or display multilingual brochures, flyers, posters, or guides that explain the library policies, procedures, or programs. Providing multilingual materials and resources can help you meet the information needs and preferences of your patrons.
Communicating with multilingual materials and resources is often taken to mean that there will be named languages portrayed, many of which are standardized languages privileged in writing as well as in schools and societies. However, multilingual materials and resources can also be intralinguistic. That is, there are many named languages that reflect variations within themselves. For instance, the widely used language, English, has always been plural: Englishes. This means that many individuals may speak the language thought of as English in ways with which librarians may not always be familiar. This form of multilingualism can be addressed by intentionally becoming familiar with the Englishes of Majority World global populations.
A fourth way to communicate with non-English speaking patrons is to use translation tools or services that can help you overcome language barriers. For example, you can use online platforms, apps, or devices that can translate your speech or text into different languages, or vice versa. You can also use phone or video services that can connect you with a live interpreter who can facilitate your conversation with your patrons. However, you should be aware of the limitations and challenges of using translation tools or services, such as accuracy, privacy, or cost.
A fifth way to communicate with non-English speaking patrons is to seek feedback and improvement on your communication skills and strategies. For example, you can ask your patrons, colleagues, or supervisors for their opinions and suggestions on how you can communicate better with them. You can also monitor and evaluate your own performance and identify your strengths and weaknesses. You can also seek opportunities to learn more about the languages, cultures, and needs of your patrons, such as attending workshops, webinars, or courses.
A sixth way to communicate with non-English speaking patrons is to collaborate with others who can support you and your patrons. For example, you can work with your colleagues who speak different languages or have experience in serving diverse populations. You can also partner with other organizations or groups that can provide language or cultural assistance, such as schools, community centers, or ethnic associations. Collaborating with others can help you expand your network, resources, and knowledge, and improve your library services.
It is important to collaborate with others, especially with various language-speaking abilities. For example, often, Arabic is offered for interpreting, yet there are many regional dialects of Arabic, that others may not understand. Being mindful of these regional differences is important when finding others to work with.