1. Lori Mestre University of Illinois at Urbana-Champaign University of Illinois at Urbana-Champaign

2. Providing Services For All Assessing the Community Marketing and Outreach

3. Services For All  Definitions of Diversity/Multiculturalism  Who are We?  What do we know about our users?

4. http://www.ala.org/ala/diversity/diversityonline/diversityonline.htm

5. http://www.librarydiversity.info/

6. One Size Does Not Fit All  Learning Styles – In person and online  How Do You Learn Best?

8.  Based on Kolb’s Experiential Learning Theory ◦ Accommodating: intuition, people ◦ Assimilating: logic, theory ◦ Converging: practice, technology ◦ Diverging: imaginative, group work Which would you expect to be reflective/collaborative ? Reflective Assimilating Diverging Collaborative Accommodating Diverging

9. Kolb, D.A. (1984). Experiential Learning: experience as the source of learning and development. New Jersey: Prentice-Hall. Processor/Doer  Processor/Reflector  Reflective/Theoretical  Doer/Theoretical

10. Honey, P. & Mumroe, A. (1982) Manual of Learning Styles. London: P Honey.

11. Communication Styles

12. Nonverbals What do these expressions say to you?

13. What are other nonverbal messages?

14.  shaking hands, posture, facial expressions, appearance, voice, tone, hairstyle, clothes, expression in your eyes, smile,  how close you stand to others,  how you listen,  confidence, your breathing,  the way you move,  the way you stand,  the way you touch people,  color choice,  silence. Nonverbals Also Include:

15. Cross Cultural Communication  What are some of the similarities?  What are some of the differences?

16. Tactics for Removing Cross Cultural/Communication Barriers  Remove language which appears to stereotype users  Reduce violations of cultural rules during discussions and conversations  Be aware of words, images and situations that suggest that all or most members of a racial group are the same.  Avoid using qualifiers that reinforce racial and ethnic stereotypes

17.  Avoid racial identification except when it is essential to communication.  Be aware of possible negative implications of color symbolism and usage that could offend people or reinforce bias.  Avoid language that has questionable racial or ethnic connotations.

18.  Be aware of rules for attentiveness during conversation.  Be aware of rules regarding the distance between speakers during conversation.  Be aware that objects, characters and symbols may reflect different beliefs or values for different groups.

19.  Be aware that cultures may vary in what they consider humorous or taboo.  Be aware of different rules for taking turns during conversations.  Cultures may use different standards for loudness, speed of delivery, silence, attentiveness and time to respond to another's point.  Be aware of different cultural rules for entering into conversations in progress.

20. What are your Tips for Cross Cultural Communication?

21. Ten Tips for Cross Cultural Communication  1. Slow Down  2. Separate Questions  3. Avoid Negative Questions  4. Take Turns  5. Write it Down  6. Be Supportive  7. Check Meanings  8. Avoid Slang  9. Watch the Humor  10. Maintain Etiquette Another page with good suggestions http://www.hals.lib.tx.us/cust123/2diversity.html

22. Reaching Out to Your Community  Connect with the Community– Establish Partnerships  Create a Diversity Statement, Diversity Committee  Do a Needs Assessment  Marketing/Publicity  Evaluate Efforts

23. Marketing the Library http://www.sjlibrary.org/gateway s/index.htm

24. Do’s and Don’ts of Marketing Develop specific strategies for each of your programs / services Don’t assume Produce eye-catching flyers.Don’t pass up a great opportunity Think bilingual.Don’t exclude anyone.

25. Find qualified translators. Emphasize “free”Don’t wait until the last minute. Be visible. Make noise.Don’t fall for the “if you build it, they will come….” philosophy. Do’s and Don’ts of Marketing

26. Establish partnerships.Don’t go it alone. Develop a good distribution list.Don’t try to wing it. Be user-friendly.Don’t miss any opportunity to connect and inform. Nurture your staff.Don’t underestimate the challenge of providing good customer service in a culturally and linguistically diverse environment.

27. Sample Forms  Library Research Service Community Analysis Scan Form http://www.lrs.org/public/ca_form.phphttp://www.lrs.org/public/ca_form.php  Diversity and Organizational Culture Survey http://staffweb.lib.washington.edu/Diversity/survey/ DiversitySurvey.doc.pdf http://staffweb.lib.washington.edu/Diversity/survey/ DiversitySurvey.doc.pdf  Assessing Needs from the Colorado Dept. of Education http://www.cde.state.co.us/cdelib/diversity/Resource s-Assess.htm http://www.cde.state.co.us/cdelib/diversity/Resource s-Assess.htm

28.  What should we consider?

29. Scenarios/Simulations Discussion Forums/Debates Polls/Surveys Games/Puzzles Journals/Blogs/Wikis

30. Provide audio and visual elements

31. http://www.library.uiuc.edu/diglit Produce multiple formats

32. Scenarios/Simulations Discussion Forums/Debates Polls/Surveys Games/Puzzles Journals/Blogs/Wikis

34. Scenarios/Simulations Discussion Forums/Debates Polls/Surveys Games/Puzzles Journals/Blogs/Wikis

35. Collaborative Creation-- WIKIS

37. National Training Laboratories, Bethel, Maine

38. Effectiveness of Learning According to the media involved in Learning Experiences. Edgar Dale, Educational Media, 1960

39.  Use a variety of teaching, learning and communication styles  Treat each person as an individual with a need to be met  Be patient, attentive and interested.  Be flexible and creative Conclusion

40. Lori Mestre Digital Learning Librarian lmestre@uiuc.edu