Diversity and Inclusivity in the Library Geoffrey Gregory, CATS DivisionGrand Junction, CO August 15, 2014

Customer Comments

Examples from Audience.

Responses to Customer

Make it an opportunity for a “teachable moment”.

Responses to Customer“If I overhear something (profanity, derogatory labels -- actually, they tend to happen together), I often use the phrase, "While you're here in the Children's Library, please don't use profanity/derogatory language." --DPL Manager.

Responses, cont.

“While the race/religion/sexual preference stuff can be overt, I've found it tends to be a little more subtle -- not checking out books I've recommended based on the race of a character on the cover, rolling of eyes when someone asks "What's going on over in the park this weekend?" and I respond, "Gay pride." I tend to just let smaller things go/don't engage - use the same tactic when customers go on a political or any other kind of rant (the way they potty-trained their kid is the only and best way).” -library manager

“Regarding customers and lack of respect comments. I always remind customers that the library is a public entity that in philosophy and practice embraces many points of views, walks of life, etc. and makes no judgments whatsoever.” -library manager.

Scenarios: what to do if…?

1. Customer has a list of gay themed materials from teen and kids area they want moved to adult section.

2. Customer complains about library spending tax money on Spanish language materials.

3. Customer complains about Christmas decorations in library.

Scenarios, cont.

4. Customer relieved that a man and not a woman is helping her with a reference question.

5. Customer comments that the dirty little children are much too noisy.

6. African American complains that she was ignored while a white customer behind her was helped next.

Scenarios, cont.

7. Customer misses the good old days when the homeless teens weren’t hanging out at the library.

8. Customer rolling her eyes when told that the event at the park across the street is a Gay Pride Festival.

9. Customer complains that library has tons of books in Spanish but none in pick language.

Programs

Bilingual Storytimes. DPL

Spanish Storytimes. Clearview

Connecting Vecinos: provide original events such as art-workshops, dance performances, poetry readings, and other innovative projects. DPL

Teacher Sets: purchasing and selecting items supporting schools for Black History Month, Hispanic Heritage Month. DPL

Programs, cont.

Plaza programs for immigrants: English language conversation, art programs, immigration and citizenship programs, personal goals. DPL

Storytime books featuring characters from diverse backgrounds. DPL, Clearview

Read Aloud program targeting preschools and Head Start classrooms in at-risk neighborhoods. DPL

Phone a Story in English and Spanish. DPL

Programs, cont.

Kwanzaa program. DPL

Programs for children and teens with Autism Spectrum Disorder. Longmont

Partner with agencies that support immigrants and new Americans. HPLD

Language Line Service. HPLD

Sign language translators upon request. DPL, HPLD.

Events

Dia del Nino. DPL

Dia de Los Ninos/Dia de Los Libros. HPLD

ADA exhibit and reception. DPL

Denver PrideFest: Oscar Wilde’s Pink Lemonade Stand. DPL

Events, cont.Cesar Chavez Latino Leadership Hall of Fame Award. DPL

Lena L. Archuleta Community Service Award. DPL

Juanita Ross Gray Community Service Award. DPL

Naturalization Ceremony for new citizens. DPL, HPLD

Avoidance of programs focusing on religious events. HPLD

DisplaysInclusivity displays. DPL

Bulletin board emphasising inclusiveness rather than diversity. DPL

Diversity displays all year. DPL

Native American Heritage Month. DPL

African American History Month. DPL

Displays, cont.Hispanic Heritage Month. DPL

Staff Picks that are multiculturally diverse. DPL

Book Bundles - 5 books on a topic, tied with ribbon, multiculturally diverse. DPL

Dedicated shelving for ESL materials. DPL

Spanish Picture Book Collection. Clearview

GLBT bookmarks. DPL

MarketingPrinted publications, social media, and web posts. DPL

Seeking stories from diverse customers. DPL

Seek visual balance with customers and stock images. DPL

Produced in Spanish and English, plus other languages as budget allows. DPL

Plaza Programs promoted to specific audiences. DPL

Researching & promoting programs and services to Spanish & other audiences. DPL

Marketing, cont.

Reaching out to local businesses, finding success stories. DPL

Video developed re CTC and computer offerings. DPLHosting of ADA exhibit and reception. DPL

Street Team reaching out to neighborhoods with diverse populations. DPL

With branches, reaching out directly to new audiences. DPL

Partnerships with Telemundo and others. DPL

Recruitment and TrainingAnnual analysis of EEO data. DPL

Job descriptions stating: Spanish language skills (preferred/required). DPL

Harassment and Diversity video series, Cultural Competencies, Cultural Mindset and Social Inclusivity (a forum for staff sharing), Serving Customers with Disabilities. DPL

Recruitment and Training, cont.

Funds for staff to request to attend such external learning opportunities as "Reaching Out to the Refugee Population" and other awareness events. DPL

ALA’s Spectrum Scholarship to Spanish speaking staff member for MLS. DPL

LEADers Scholarship Program for MLS students. IMLS funded, Laura Bush 21st Century Librarian Program. DPL

Advocacy

REFORMA Colorado

CAL Special Populations and Issues Interest Group:-workshop: Deaf and Hard of Hearing @ Your Library, Sep 17, Belmar Library.

CALCON 2014 Workshop: Beyond ESL classes: Social reading and other nontraditional services for immigrants. ALA Office for Diversity http://www.ala.org/offices/diversity

Advocacy, cont.

The Importance of Diversity in Library Programs and Material Collections for Childrenhttp://www.ala.org/alsc/importance-diversity

Homeless Services Action Committee - recent brainstorming session innovative approaches to homeless services nationwide . DPL

Gay and Lesbian Fund - grants for programming. Douglas County Libraries

Conclusion