September, 2006Cuesta Multicultural Consulting1 Community Connections: The Trustee’s Role in Developing a Culturally Responsive Library New Jersey State Library Library Trustee Institute Long Branch, NJ September 29, 2006

September, 2006Cuesta Multicultural Consulting2 Why Community Connections Are Important Demographic trends Developing new generation of library users Fulfilling our library mission Helping newcomers adapt to community Helping community adapt to newcomers Recruiting and retaining best talent

September, 2006Cuesta Multicultural Consulting3 Role of Public Libraries Libraries can play an important role in helping underserved communities achieve success but it requires effective outreach which involves: –identifying the needs of the community and developing services to address those needs –making the community aware of how the library can help improve their lives –delivering services in a culturally responsive manner –developing a library that is welcoming to all –building relationships and trust

September, 2006Cuesta Multicultural Consulting4 Understanding of the Public Library Do not assume that your target community shares your understanding of the public library Common misconceptions among Spanish speakers: –Public libraries are only for the educated or for those attending school. –Library materials are for sale. –Access to the library and library services requires a fee. –Libraries will divulge personal information used in obtaining a library card to government agencies. –Libraries provide materials only in English.

September, 2006Cuesta Multicultural Consulting5 Learning About Diversity & Culture Will help us understand the perceptions and attitudes that the community has about the library Enable us to communicate more effectively with our customers Will help us make the library more welcoming Will enable us to develop responsive services

September, 2006Cuesta Multicultural Consulting6 Reaching New Communities: What Works Advocacy and support at the highest levels of the organization Partnering with community organizations Positive attitude towards the target community Awareness of cultural diversity and its impact on the design and delivery of services

September, 2006Cuesta Multicultural Consulting7 Trustee’s Role in Reaching New Communities

September, 2006Cuesta Multicultural Consulting8 1. Walk the Talk Include diversity in strategic plan, in library vision and library mission Include specific goals and objectives Support, encourage, develop staff in learning about and responding to diversity Be a visible and consistent supporter in the library –attend training –attend diversity and community events –acknowledge and reward staff

September, 2006Cuesta Multicultural Consulting9 1. Walk the Talk, cont. Be an advocate for diversity in the community –Do your homework. Be prepared to make the case for reaching new communities –Promote learning and interaction opportunities for diverse communities –Share success stories, anecdotes,

September, 2006Cuesta Multicultural Consulting10 2. Assess Where You Are Assess existing conditions, practices, attitudes and skills at individual, management and organizational level –Where are the obstacles to diversity? –What problems are managers & staff encountering? –What skills do they need? Use Success Check List to get started

September, 2006Cuesta Multicultural Consulting11 3. Develop and Train Staff in Diversity Awareness, Knowledge and Skills Support the training –make funding available –attend training –release staff –explain why training is important to library –use training as a catalyst for change

September, 2006Cuesta Multicultural Consulting12 3. Develop and Train Staff in Diversity Awareness, Knowledge and Skills, cont. Awareness –Definition of diversity –Definition of culture –Cultural identity –How culture shapes behavior –Cultural concepts and rules –Characteristics of culture –Assumptions, stereotypes

September, 2006Cuesta Multicultural Consulting13 3. Develop and Train Staff in Diversity Awareness, Knowledge and Skills, cont. Knowledge –Specific cultural norms, practices and values –Differences in cultural values –Differences in communication styles –Impact of cultural differences on customer service, marketing, selection of materials

September, 2006Cuesta Multicultural Consulting14 3. Develop and Train Staff in Diversity Awareness, Knowledge and Skills, cont. Skill Development –How to work with diverse community –How to demonstrate good customer service behavior to diverse communities –How to communicate cross-culturally –How/when to adapt behavior

September, 2006Cuesta Multicultural Consulting15 4. Integrate Diversity Into Library Culture/Organization Make systemic changes—examine planning, budget, personnel system, services, marketing, policies and procedures. Hold all parts of the library accountable. Diversity must be a constant presence in the library— signage, programming, staffing Think long term cultural change. Have patience. If your term ended tomorrow, what would your legacy be?

September, 2006Cuesta Multicultural Consulting16 5. Commit for the Long Term Recognize that dealing with diversity is an evolutionary process not a revolutionary one Accept you will be constantly evolving, refining New problems will require new answers

September, 2006Cuesta Multicultural Consulting17 “It really is not only a head thing, it has to be a heart thing as well. If you don’t talk about both, if you don’t believe both, it’s too hard to do and you won’t stay with it and you won’t be successful. Diversity is good for business and it’s also the right thing to do” Steve Reinemund, former CEO of PepsiCo

September, 2006Cuesta Multicultural Consulting18 ¡MUCHAS GRACIAS!