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
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