By Keegan Sulecki
(Sorry for the confusion. I am posting under H's account because my account is having some issues.)
So far this week we have discussed many aspects of multiculturalism and diversity in the library profession. However, the question still remains, after doing our work each day to encourage a diverse staff and a diverse collection of materials, is this enough that we can sit back as librarians and feel satisfied that we have met the needs of all members of our communities? Should we be satisfied with ourselves simply because our conduct is consistent with every patron that we meet face to face? These are important questions to keep in mind as libraries evaluate services and technologies and decide how budgets should be allocated.
In an article in 2006 in Public Libraries, Meagan Albright points out that it is not enough to provide basic services for our diverse groups but to perform outreach to discover the full needs of our communities. Libraries have the potential to serve as a haven for diverse groups by providing a tolerant atmosphere and access to information. While Albright’s article focuses mainly on the Lesbian, Gay, Bisexual and Transgender community, the point she makes about being proactive in our services should be a universal outlook as we strive not only to satisfy our regular patrons but to fulfill our obligation to draw attention to libraries and our profession as a resource for all people.
As I did my reading to prepare writing this blog I found consistent statements that research on the information and technology needs of diverse groups is scarce. Nonetheless, the writers do point out specific ways outreach can be carried out and ways current technologies might be reaching out to different communities in ways we might not initially realize. For instance, technology has enabled libraries to provide virtual reference, which allows patrons to ask questions and seek assistance without having to actually travel to the library. On the surface it might look like simple convenience, but it allows distance learning students to ask questions without the expense of time and gas to continue their educations. It also allows individuals with disabilities the opportunity to obtain information that they might not otherwise have access to due to difficulties leaving their homes unassisted.
In an article from The Journal of Academic Librarianship in 2007, virtual reference also enabled the authors to perform a study on the different reference needs of non-traditional Caucasian and African American students. In this study, it was found that African American students were more hesitant in their initial virtual reference correspondence, as if “testing the waters”, but that this group tended to ask more questions by the second or third email and expressed more feeling of gratitude than other students. While the authors’ conclusion is that more research is necessary to truly understand the different needs of these groups this does highlight the need for libraries to perform more outreach to non-traditional students and that perhaps if some African American students seem hesitant in their initial questions, there might be others out there who have let this hesitation prevent them from making any contact at all.
There are many reasons why individuals due to ethnic identity or other characteristic might be reluctant to make the first step in asking for assistance. Feelings of intimidation are not uncommon for any student when seeking help from academic librarians, but this experience might be even more difficult, for example, if the patron is an ESL student trying to communicate in their second language while under stress. It also must be kept in mind that most technological resources that are available are usually in English, putting ESL students at a distinct disadvantage as they are faced with the constant struggle of not only gaining access to information technology, but also of putting it to use when it might be in a language they are not comfortable with.
This fact is an unfortunate one because research does show that minority students are more likely to face difficulties gaining access to information and technology. In an article in Education Libraries 2007, the authors take this fact and use it to challenge librarians to use academic communities as an opportunity to reach out to different multicultural and diversity organizations. Libraries consistently fail to seek out these organizations for collaborations or even just to understand how services can be shaped to better serve the community.
While this is not a comprehensive overview of all of the ways library services can meet the needs of patrons from diverse and multicultural backgrounds, it does point out some of the reasons why settling for the minimum in serving our populations is not satisfactory. In a country that is becoming more dynamic and diverse, and in our goals of staying relevant to our communities, it is our duty to be proactive and question whether our currant standards are allowing our resources to touch as many people as possible. Also, it is key that we not take for granted that we know the needs of our populations, but to use outreach as a tool to see if we are creating that havens of tolerance and opportunity that we should be striving for.
Questions:
- Much of what was discussed was done in the context of academic libraries. Is this as relevant for public libraries?
- What other ways can librarians perform outreach through services or technologies?
- What are some other reasons multicultural individuals or others from diverse groups might be reluctant to seek assistance from library staff?
- What library services have you seen that you feel takes the initiative in meeting the needs of diverse groups?
Albright, M. (2006 ). The Public Library's Responsibility to LGBT Communities. Public Libraries, 45(5), 6.
Love, E. (2007). Building Bridges: Cultivating Relationships Between Libraries and Minorities. Education Libraries, 30(1), 7.
Shachaf, P., Snyder, M. (2007). The Relationship Between Cultural Diversity and User Needs in Virtual Reference Services. The Journal of Academic Librarianship, 33(3), 7.
Soneda, B. (2005). Diversity: Try Standing In Their Shoes. Alki, 21(2), 2.