Reference Services to Low English Proficiency Users in Public Libraries Jennifer Roberts Jin Kyeong Kim & Stephanie Milbrodt LI813 Spring, 2010

Who are Limited English Proficients (LEP’s)? Source: br-29.pdf br-29.pdf

National Distribution Source:

LEP’s Are... Guaranteed equal information access by the ALA Code of Ethics Prevalent patrons of Public, Academic, and School Libraries LEP’s frequently hold the library in high regard, but do not have experience with services

Barriers to Access Lack of awareness of libraries and library services What is the reference desk? What is check out? What is interlibrary loan? Is my information private?

Communication Barriers Library staff that do not speak native language Cultural differences in eye contact, body language, and greeting approach Lack of comfort (or confidence) asking for help

Further Barriers English only catalogs used to find multilingual materials Lack of directional signage and labeling in native language Subject headings that are offensive or incomplete

How libraries have served the community Cornelius public library Spanish speaking community Grass roots development

How libraries have served the community Multnomah County Library Target languages (Spanish, Russian, Chinese, & Vietnamese) Bilingual staff Collections of materials

How libraries have served the community Future of services to Low English Proficiency users? Multnomah County Cornelius Public Library Other possibilities

References American Library Association. (2006). Code of Ethics. Retrieved from American Library Association Office for Research and Statistics. (2008). Serving Non-English Speakers in U.S. Public Libraries. [PDF document]. Retrieved from Isolation_Report-2007.pdf I Association for Library Collections and Technical Services. (2007, March). Task force on non-English access. Retrieved December 8, Crowley, D. (2000). Use of the Spanish language in organizing library materials for Latinos. In S. Guerena (Ed.) Library services to Latinos: An anthology (pp.61-71). Jefferson, NC: McFarland & Company, Inc. Fina, M. (1993). The role of subject headings in access to information: The experience of one Spanish speaking patron. Cataloging and Classification Quarterly, 17, Flores, E. & Pachon, H. (2008). Latinos and public library perceptions. [PDF document]. Retrieved from

References continued Jensen, B. (2003). The monolingual cataloging monolith: A barrier to library access for readers of Spanish. Multicultural Review, 12, Mengxiong, L. (1995). Library services for ethnolinguistic students. Journal of Educational Media & Library Sciences, 32, Moorad, B. & Jimenez, R.(2006, November). Multnomah County Library Needs Assessment for the Russian-Speaking, Vietnamese, and Chinese Communities. Retrieved March 6, 2010, from : Multnomah County Library Homepage, (n.d.). Multnomah County Library's Target Language Initiative. Retrieved March 6, 2010, from Multnomah County Library: Pyati, A. (2003). Limited English proficient users and the need for improved reference services. Reference Services Review, 31, DOI / Shin, H.B. & Bruno, R. (2003). Language Use and English Speaking Ability: [PDF document]. Retrieved from

References continued U.S. Census Bureau, (n.d.). U.S Census Bureau State & County QuickFacts. Retrieved March 3, 2010, from : Wang, J. & Frank, D.G. (2002). Cross-cultural communication: Implications for effective information services in academic libraries. Libraries and the Academy, 2,