THE CULTURALLY RELEVANT REFERENCE INTERVIEW

Nataly Blas and Emily MannReference and Instruction Services, Jackson Library

April 6, 2013

What is cross-cultural communication?

Why is it important in a reference interview?

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

The Culturally Relevant Reference Interview

Cross Cultural Communication

ACRL Diversity

Standards

RUSA Guidelines

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

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

Reference Interview

Approachability

Interest

Listening/InquiringSearching

Follow Up

Culturally Relevant Reference Interview

Approachability

• Friendly greeting; smiling• Speaking in a relaxed tone, perhaps

slower than usual• Assure patron you are there to help

I’m here to

help you.

Please ask.

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 

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

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

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

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

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

Questions?

languagemagazine.com

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