Reference Services to Low English Proficiency Users in

Public Libraries

Jennifer RobertsJin Kyeong Kim

& Stephanie MilbrodtLI813

Spring, 2010

Who are Limited English Proficients (LEP’s)?

Source: http://www.census.gov/prod/2003pubs/c2kbr-29.pdf

National Distribution

Source: http://www.census.gov/prod/2003pubs/c2kbr-29.pdf

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 languageCultural differences in eye contact, body

language, and greeting approachLack 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 communityCornelius public library

Spanish speaking community Grass roots development

How libraries have served the communityMultnomah County Library

Target languages (Spanish, Russian, Chinese, & Vietnamese)

Bilingual staff Collections of

materials

How libraries have served the communityFuture of services to Low English

Proficiency users? Multnomah County Cornelius Public Library

Other possibilities

ReferencesAmerican Library Association. (2006). Code of Ethics. Retrieved from

http://www.ala.org/ala/aboutala/offices/oif/statementspols/codeofethics/codeethics.cfm American Library Association Office for Research and Statistics. (2008). Serving Non-English Speakers in U.S.

Public Libraries. [PDF document]. Retrieved from http://www.ala.org/ala/aboutala/offices/olos/nonenglishspeakers/docs/Linguistic_ Isolation_Report-2007.pdf

 Association for Library Collections and Technical Services. (2007, March). Task force on non-English access.

Retrieved December 8, 2009 http://www.ala.org/ala/mgrps/divs/alcts/ianda/nonenglish/07marchrpt.pdf 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, 267-274.  Flores, E. & Pachon, H. (2008). Latinos and public library perceptions. [PDF document]. Retrieved from

http://www.webjunction.org/c/document_library/get_file?folderId=10860985&name=DLFE-2520003.pdf

References continuedJensen, B. (2003). The monolingual cataloging monolith: A barrier to library access for readers

of Spanish. Multicultural Review, 12, 49-52.  Mengxiong, L. (1995). Library services for ethnolinguistic students. Journal of Educational

Media & Library Sciences, 32, 239-246. Moorad, B. & Jimenez , R.(2006, November). Multnomah County Library Needs

Assessment for the Russian-Speaking, Vietnamese, and Chinese Communities. Retrieved March 6, 2010, from : http://www.multcolib.org/services/languages/assessment.pdf

 Multnomah County Library Homepage, (n.d.). Multnomah County Library's Target Language

Initiative. Retrieved March 6, 2010, from Multnomah County Library: http://www.multcolib.org/services/languages/history.html

 Pyati, A. (2003). Limited English proficient users and the need for improved reference services.

Reference Services Review, 31, 264-271. DOI 10.1108/00907320310486863 Shin, H.B. & Bruno, R. (2003). Language Use and English Speaking Ability: 2000. [PDF

document]. Retrieved from http://www.census.gov/prod/2003pubs/c2kbr-29.pdf 

References continuedU.S. Census Bureau, (n.d.). U.S Census Bureau State & County QuickFacts. Retrieved March 3, 2010, from :

http://quickfacts.census.gov/qfd/states/41/41051.html  Wang, J. & Frank, D.G. (2002). Cross-cultural communication: Implications for effective information services in

academic libraries. Libraries and the Academy, 2, 207-216.