1. 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, 2006
Cuesta Multicultural Consulting

2. 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, 2006
Cuesta Multicultural Consulting

3. 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, 2006
Cuesta Multicultural Consulting

4. 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, 2006
Cuesta Multicultural Consulting

5. 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, 2006
Cuesta Multicultural Consulting

6. 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, 2006
Cuesta Multicultural Consulting

7. Trustee’s Role in Reaching New Communities
September, 2006
Cuesta Multicultural Consulting

8. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

9. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

10. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

11. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

12. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

13. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

14. Cuesta Multicultural Consulting
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, 2006
Cuesta Multicultural Consulting

15. 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, 2006
Cuesta Multicultural Consulting

16. 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, 2006
Cuesta Multicultural Consulting

17. Cuesta Multicultural Consulting
“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, 2006
Cuesta Multicultural Consulting

18. Cuesta Multicultural Consulting
¡MUCHAS GRACIAS!
September, 2006
Cuesta Multicultural Consulting