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Cross cultural awareness for the reference desk

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  • Cultural background influences information-seeking behaviors and verbal and non-verbal communication styles both in reference encounters and in our interactions with colleagues on the library staff. Recognizing these differences will help us create an inclusive work environment as well as build on the high-quality reference service we provide to our changing communities. In this poster session, we will share some exercises, small discussion group topics, and questions that each of us can use to gain a deeper understanding of our own and other cultures. We will also share tips, highlights, challenges, and resources gathered during the development of training for staff at the OSU Libraries.
  • Program Short Description: A presentation of the exercises, discussion topics, resources and tips gathered while developing cultural awareness training for OSU Libraries staff. Program Learning Outcomes: Raise awareness of how culture influences the reference transaction Help reference staff understand their own cultural approaches and assumptions Give some suggestions for training staff to deal positively with cultural differences at the reference desk
  • Keywords: Culture, Reference service, Diversity, Libraries
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  • ACRL National Conference, Minneapolis, Minnesota
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