Lori MestreUniversity of Illinois at Urbana-Champaign

University of Illinois at Urbana-Champaign

Providing Services For All

Assessing the

CommunityMarketing

and

Outreach

Services For All

Definitions of Diversity/Multiculturalism

Who are We?

What do we know about our users?

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

http://www.librarydiversity.info/

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

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

Kolb, D.A. (1984). Experiential Learning: experience as the source of learning and development. New Jersey: Prentice-Hall .

Processor/DoerProcessor/Reflector

Reflective/TheoreticalDoer/Theoretical

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

Communication Styles

Nonverbals

What do these expressions say to you?

What are other nonverbal messages?

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:

Cross Cultural Communication What are some of the similarities?

What are some of the differences?

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

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.

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.

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.

What are your Tips for Cross Cultural Communication?

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 suggestionshttp://www.hals.lib.tx.us/cust123/2diversity.html

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

Marketing the Library

http://www.sjlibrary.org/gateways/index.htm

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.

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

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.

Sample Forms Library Research Service Community Analysis Scan

Form http://www.lrs.org/public/ca_form.php Diversity and Organizational Culture Survey

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/Resources-Assess.htm

Technology What should we consider?

Scenarios/Simulations

Discussion Forums/Debates

Polls/Surveys

Games/Puzzles

Journals/Blogs/Wikis

Provide audio and visual elements

http://www.library.uiuc.edu/diglit

Produce multiple formats

Scenarios/Simulations

Discussion Forums/Debates

Polls/Surveys

Games/Puzzles

Journals/Blogs/Wikis

Scenarios/Simulations

Discussion Forums/Debates

Polls/Surveys

Games/Puzzles

Journals/Blogs/Wikis

Collaborative Creation-- WIKIS

Providing materials in multiple formats and actively engaging the user can increase the learning experience

National Training Laboratories, Bethel, Maine

Effectiveness of Learning

According to the media

involved in Learning

Experiences.

Edgar Dale, Educational Media, 1960

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

Lori MestreDigital Learning Librarianlmestre@uiuc.edu