Transcending Cultural Barriers to Effective Transcending Cultural Barriers to Effective Customer ServiceCustomer Service

NYLA 2009NYLA 2009Sponsors: PLS, ESRTSponsors: PLS, ESRT

Edana McCaffery CichanowiczEdana McCaffery Cichanowiczecichano@suffolk.lib.ny.usecichano@suffolk.lib.ny.us

This presentation has been posted on LINKED INThis presentation has been posted on LINKED IN

DemographicsDemographics

American American FactfinderFactfinder US Census Bureau US Census Bureau Brookings InstitutionBrookings Institution The Rise of New The Rise of New

Immigrant GatewaysImmigrant Gateways MLA Language MapMLA Language Map National Center for Educational StatisticsNational Center for Educational Statistics US Citizenship Information ServiceUS Citizenship Information Service Formerly Formerly

known as the “INS” known as the “INS” TRACImmigrationTRACImmigration Syracuse University Syracuse University

Anti-Immigrant SentimentAnti-Immigrant Sentiment

9/119/11 National Media Lou Dobbs on CNNNational Media Lou Dobbs on CNN Local regional media Newsday “comments”Local regional media Newsday “comments”

– Suburban immigrant gateways (Brookings)Suburban immigrant gateways (Brookings)– Suburban Lifestyle=perfect storm of demand for service Suburban Lifestyle=perfect storm of demand for service

and lack of infrastructure or supportand lack of infrastructure or support Harassment, Attacks, AssaultsHarassment, Attacks, Assaults Murder of Marcelo Lucero on Long IslandMurder of Marcelo Lucero on Long Island Southern Poverty Law CenterSouthern Poverty Law Center

– Climate of FearClimate of Fear– Kansas ChurchKansas Church

Immigrant Tide QuoteImmigrant Tide Quote…“…“The arrivals are of the classes which in later The arrivals are of the classes which in later

years have come to be considered undesirable years have come to be considered undesirable citizens. Italians from both North and South, citizens. Italians from both North and South, Russian and Polish immigrants….Germans, Russian and Polish immigrants….Germans, English and Scandinavian poor….[yet] It is English and Scandinavian poor….[yet] It is hard to say how our subways would be dug, or hard to say how our subways would be dug, or our railways would be built, without the coarse our railways would be built, without the coarse labor which Americans despise, but demand to labor which Americans despise, but demand to be done…”be done…”

History Repeats ItselfHistory Repeats Itself New York Times, June 11, 1914, pg. 10New York Times, June 11, 1914, pg. 10

What is Culture?What is Culture? Culture is the deposit of knowledge, experience, beliefs, values, Culture is the deposit of knowledge, experience, beliefs, values,

attitudes, meanings, social hierarchies, religion, notions of time, roles, attitudes, meanings, social hierarchies, religion, notions of time, roles, spatial relationships, concepts of the universe and material objects and spatial relationships, concepts of the universe and material objects and possessions acquired by a group of people in the course of possessions acquired by a group of people in the course of generations through individual and group learning.generations through individual and group learning.

Culture exists in “layers” of related identity. Diversity within diversity. Culture exists in “layers” of related identity. Diversity within diversity. For example For example – I am an Irish-American Catholic Librarian College Professor. I am an Irish-American Catholic Librarian College Professor. – I am a Bi-racial African-American Republican Lawyer.I am a Bi-racial African-American Republican Lawyer.– I am a Secular Jewish-American Gay Doctor.I am a Secular Jewish-American Gay Doctor.– I am a Scotch-Irish Protestant FarmerI am a Scotch-Irish Protestant Farmer– Outsider doe not discern above distinctions, and vice versa. Outsider doe not discern above distinctions, and vice versa.

Point of Service: Patron’s Culture + Librarian’s Culture + Institutional Point of Service: Patron’s Culture + Librarian’s Culture + Institutional CultureCulture

OUR GOALSOUR GOALS Progress: ClinicalProgress: ClinicalNeutralNeutralPostive OutlookPostive Outlook Awareness that understanding another culture is not Awareness that understanding another culture is not

rejecting your ownrejecting your own Avoidance of stereotypes while acknowledging cultural Avoidance of stereotypes while acknowledging cultural

differencesdifferences Staying in the customer service transaction, i.e., not Staying in the customer service transaction, i.e., not

attempting to solve or address global issues at the desk!attempting to solve or address global issues at the desk! Working through, around, behind, above anti-immigrant Working through, around, behind, above anti-immigrant

sentiment, cross cultural communication issues, language sentiment, cross cultural communication issues, language differences, negative aspects of traditional library differences, negative aspects of traditional library institutional culture, and other barriers to success.institutional culture, and other barriers to success.

Cultural IntelligenceCultural Intelligence Knowledge of cultureKnowledge of culture

– What it is, how it varies, how it influences behavior. What it is, how it varies, how it influences behavior. Simple steps: food & music!Simple steps: food & music!

MindfulnessMindfulness– Practice paying attention in a creative way to cues Practice paying attention in a creative way to cues

in cross-cultural situations. Good morning, sister.in cross-cultural situations. Good morning, sister. Behavioral SkillsBehavioral Skills

– Based on knowledge & mindfulness, the CI person Based on knowledge & mindfulness, the CI person develops competence in cross-cultural situations.develops competence in cross-cultural situations.

Selected Cultural Elements Selected Cultural Elements Notions of TIMENotions of TIME Attitudes re Personal Space and Social Attitudes re Personal Space and Social

HierarchiesHierarchies Fundamental Values and Traditional Library Fundamental Values and Traditional Library

CultureCulture Language! Obvious and Complex!Language! Obvious and Complex!

TimeTime Loose in many other culturesLoose in many other cultures Project in mutual educationProject in mutual education Impact on library service levelsImpact on library service levels Case Study ExamplesCase Study Examples

– Job Fair Resume & Back-planningJob Fair Resume & Back-planning– Statistics and Counting AttendanceStatistics and Counting Attendance

Social Hierarchies & Personal Social Hierarchies & Personal SpaceSpace

Assuming library is for scholars, not regular Assuming library is for scholars, not regular folksfolks

Reluctance to enter or approachReluctance to enter or approach Case study examplesCase study examples

– ““Unattended Children”Unattended Children”– ““Car repair information”Car repair information”

Fundamental ValuesFundamental Values What is fair?What is fair?

– Universalism: Individual is basis of social structure; Fair Universalism: Individual is basis of social structure; Fair means same for all; Uniformity and consistency are means same for all; Uniformity and consistency are “Right.” “I treat everyone the same.”“Right.” “I treat everyone the same.”

– Particularism: Different outcomes expected. Family Particularism: Different outcomes expected. Family and/or Group is basis of social structure.and/or Group is basis of social structure.

Case Study ExamplesCase Study Examples– Friendly Conversation Group SurveyFriendly Conversation Group Survey

Languages spoken Languages spoken Linguistic isolation and pragmatismLinguistic isolation and pragmatism

– Evolution of FECsEvolution of FECs

Library CultureLibrary Culture Professional vs. Bureaucratic ModelsProfessional vs. Bureaucratic Models

– Solve the problem?Solve the problem?– What’s the rule? Do you feel stuck in the middle?What’s the rule? Do you feel stuck in the middle?

Case Study ExamplesCase Study Examples– Civil Service Model—Who “points”?Civil Service Model—Who “points”?– Pages—Urdu speaker in children’s room Pages—Urdu speaker in children’s room – CustodiansCustodians

LanguageLanguage Low English ProficiencyLow English Proficiency

– Signage SOL Spanish in Our LibrariesSignage SOL Spanish in Our Libraries– Translations of forms & documentsTranslations of forms & documents– Translation of newsletter, flyers, and pr materialsTranslation of newsletter, flyers, and pr materials

Translation ≠ ComprehensionTranslation ≠ Comprehension– Library JargonLibrary Jargon

– Circulation “Can I take this book?”Circulation “Can I take this book?”– Claimed Returned “One Year Later”Claimed Returned “One Year Later”

Case Study ExamplesCase Study Examples– LEP is obvious, but may occur in combinationLEP is obvious, but may occur in combination– LEP & “E-Government”LEP & “E-Government”

Stress RealitiesStress Realities I am not here to judge, but rather to I am not here to judge, but rather to

VALIDATE your feelings.VALIDATE your feelings. It is NORMAL to feel stress.It is NORMAL to feel stress. It is NORMAL to feel anxiety.It is NORMAL to feel anxiety. It is NORMAL to feel irritation.It is NORMAL to feel irritation. It is NORMAL to feel anger….It is NORMAL to feel anger…. ……if left without the tools to deal with your if left without the tools to deal with your

environment!environment!

Stress Relievers—Collaborative Stress Relievers—Collaborative PlanPlan

Cultural issues must be managed holistically, Cultural issues must be managed holistically, across all library depts.across all library depts.

Cultural issues must be integrated into all Cultural issues must be integrated into all decision-making.decision-making.

Cultural issues must have clear buy-in from Cultural issues must have clear buy-in from library managers and supervisors.library managers and supervisors.

Diversity must be articulated as a clear and Diversity must be articulated as a clear and important organizational value.important organizational value.

ALA Guidelines on Multicultural ServiceALA Guidelines on Multicultural Service

Stress Relievers—Community Stress Relievers—Community SupportSupport

You can’t go it aloneYou can’t go it alone You need to work with You need to work with

– Churches & Places of WorshipChurches & Places of Worship– ESL ProgramsESL Programs– Advocacy GroupsAdvocacy Groups– Other libraries Other libraries – Other agencies Other agencies – Each other—Formal or Informal Multicultural Each other—Formal or Informal Multicultural

Service Cmte within LibraryService Cmte within Library

Stress Relievers—Community Stress Relievers—Community GroupsGroups

Seek out local businesses and cmty groups Seek out local businesses and cmty groups for publicity, help with programming, ideasfor publicity, help with programming, ideas

Ask them what they need, don’t assume that Ask them what they need, don’t assume that you know. Collaborate!you know. Collaborate!

Offer meeting space for their meetingsOffer meeting space for their meetings Meet with them on and off-siteMeet with them on and off-site Welcome them into libraryWelcome them into library Include them in planningInclude them in planning

Where to Find HelpWhere to Find Help ALA EMIERTALA EMIERT NYLA Ethnic Services RoundtableNYLA Ethnic Services Roundtable Local Prof Orgs, e.g.,SCLA/RASD MOSAICLocal Prof Orgs, e.g.,SCLA/RASD MOSAIC WebJunctionWebJunction SOL Spanish in Our LibrariesSOL Spanish in Our Libraries

TO-DO List for ManagersTO-DO List for Managers Understand Local Immigration DynamicsUnderstand Local Immigration Dynamics Bring Cultural Sensitivity to ServiceBring Cultural Sensitivity to Service Provide Workforce SupportProvide Workforce Support Build English Language CapacityBuild English Language Capacity Create Linkages to Mainstream InstitutionsCreate Linkages to Mainstream Institutions Encourage Civic EngagementEncourage Civic Engagement

QuestionsQuestions Questions?Questions? My contact information:My contact information:

– Edana McCaffery CichanowiczEdana McCaffery Cichanowicz– Brentwood Public Library 631-273-7883Brentwood Public Library 631-273-7883– ecichano@suffolk.lib.ny.usecichano@suffolk.lib.ny.us