NSW public library wiki

User Tools

Site Tools

Trace:
module_3_people_skills_reference_behaviours_ref-ex

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revisionPrevious revision
Next revision		Previous revision
module_3_people_skills_reference_behaviours_ref-ex [2022/01/31 22:42] – ita_hanssensmodule_3_people_skills_reference_behaviours_ref-ex [2024/04/11 23:51] (current) – michael.adams_sl.nsw.gov.au
Line 55: Line 55:
 **Exercise for approachability** **Exercise for approachability**
  
-  - Walk around the library.+  - Walk around your library.
 How well does the area meet the following suggestions for approachability? How well does the area meet the following suggestions for approachability?
  
Line 115: Line 115:
   * Which actions are already part of your work?   * Which actions are already part of your work?
   * Which actions do you need to incorporate into your interactions with patrons?   * Which actions do you need to incorporate into your interactions with patrons?
-  * Document the spoken questions or instructions used when working with the patron.+  * Document the spoken questions or instructions used when working with patrons.
   * You may wish to discuss your results with your supervisor or colleagues.   * You may wish to discuss your results with your supervisor or colleagues.
  
Line 131: Line 131:
  
 //**Major Point: Considered reference actions will improve the success of your reference work.**// //**Major Point: Considered reference actions will improve the success of your reference work.**//
 +
 +{{ :wiki:stripe5_refex.jpg |}}
 +
 +==== Competent Humility Model ====
 +
 +In today's interconnected world, understanding and navigating diverse cultural landscapes is essential for effective communication, collaboration, and mutual respect. This presentation introduces Dr. Nicole Cooke’s new Competent Humility Model, offers a holistic approach to building and maintaining cultural competence and cultural humility, and emphasizes how these processes work in tandem. Whether in the workplace, educational settings, or community engagements, embracing these concepts fosters a more inclusive and harmonious society where diversity is celebrated, and mutual understanding flourishes. 
 +
 +{{youtube>ca8IPm_Tki0}} 
 +
 +{{ :wiki:stripe5_refex.jpg |}}
 +
 +**Exercises for Competent Humility Model**
 +
 +1. View this recorded session by Dr Nicole Cooke on the Competent Humility Model.
 +
 +2. List four key messages you learned from this video.
  
 {{ :wiki:stripe5_refex.jpg |}} {{ :wiki:stripe5_refex.jpg |}}
Line 172: Line 188:
 One way to overcome barriers is to walk with the patron to the shelves. One way to overcome barriers is to walk with the patron to the shelves.
  
-**Don't just point**+**Don't point**
  
 When you need to direct a patron somewhere in your library, make every effort to walk with the person rather than pointing. Patrons feel more secure with having the library staff go with them to search. This gives you a chance to carry on a little more conversation with the patron to give you additional clues as to what the information needs are. When you need to direct a patron somewhere in your library, make every effort to walk with the person rather than pointing. Patrons feel more secure with having the library staff go with them to search. This gives you a chance to carry on a little more conversation with the patron to give you additional clues as to what the information needs are.
Line 192: Line 208:
    
 Extract from  Extract from 
-[[https://read.alia.org.au/guidelines-standards-and-outcome-measures-australian-public-libraries-july-2016|Guidelines, Standards and Outcome Measures for Australian Public Libraries]], Canberra ACT, Australian Library and Information Association, July 2016+[[https://read.alia.org.au/guidelines-standards-and-outcome-measures-australian-public-libraries-july-2016|APLA-ALIA-NSLA Guidelines, standards and outcome measures for Australian public libraries ]], Canberra ACT, Australian Library and Information Association, July 2016.
  
 Strategic Community Focus - G1: Ensure universal access to library services within the community. Strategic Community Focus - G1: Ensure universal access to library services within the community.
Line 202: Line 218:
 The library works to minimise barriers to access for all users, and specifically for those with physical The library works to minimise barriers to access for all users, and specifically for those with physical
 limitations and disabilities. limitations and disabilities.
 +
 +ALIA's guidelines are updated on a regular basis. See the most recent edition, published in 2021.
 +  * [[https://read.alia.org.au/apla-alia-standards-and-guidelines-australian-public-libraries-may-2021|APLA-ALIA Standards and Guidelines for Australian Public Libraries]]
  
 //**Major point: Accompanying the patron in the library or using remote reference technology to guide patrons will help ensure they find what they are looking for.**// //**Major point: Accompanying the patron in the library or using remote reference technology to guide patrons will help ensure they find what they are looking for.**//
Line 221: Line 240:
  
 [[https://askjan.org/articles/EAPS/upload/disetispeakingEAP.doc|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]]  [[https://askjan.org/articles/EAPS/upload/disetispeakingEAP.doc|Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.]] 
- 
-The [[https://www.and.org.au/|Australian Network on Disability]] provides the following tips to help develop a confident approach to working with people with a disability. 
  
 ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]]  ALIA provides guidelines for libraries setting out minimum standards for the provision of accessible and inclusive services for people with disabilities. [[https://read.alia.org.au/guidelines-library-and-information-services-people-disabilities|Guidelines on library and information services for people with disabilities]] 
Line 253: Line 270:
   * Be aware of what relevant technology your library has, and know how to use it   * Be aware of what relevant technology your library has, and know how to use it
  
-[[http://www.ala.org/rusa/resources/guidelines/virtrefguidelines|Guidelines for Implementing and Maintaining Virtual Reference Services]]+[[https://www.ala.org/rusa/sites/ala.org.rusa/files/content/resources/guidelines/GuidelinesVirtualReference_2017.pdf|Guidelines for Implementing and Maintaining Virtual Reference Services]]
  
 //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**// //**Major Point: We need to be sensitive to the needs of people with a disability in the library or when designing web sites and remote services.**//
Line 263: Line 280:
   - Identify possible barriers which make your reference area/service point less approachable?   - Identify possible barriers which make your reference area/service point less approachable?
   - How do you access the Translating and Interpreting Service (TIS) at your library?   - How do you access the Translating and Interpreting Service (TIS) at your library?
-  - Research what apps are available to assist people who are hard of hearing or deaf.  This link has some options to explore[[https://www.attune.com.au/2019/11/27/the-best-helpful-apps-for-people-with-hearing-loss/| Helpful apps for people with hearing loss]].+  - Research what apps are available to assist people who are hard of hearing or deaf.  This link has some options to explore[[https://www.hearing.com.au/news-and-articles/top-apps-for-people-with-hearing-loss/| Helpful apps for people with hearing loss]].
  
 [[module_3_answers_and_review_ref-ex|Module 3 Answers and review]] [[module_3_answers_and_review_ref-ex|Module 3 Answers and review]]
Line 327: Line 344:
   * It is okay to ask another staff member for assistance, as another set of ears can help.   * It is okay to ask another staff member for assistance, as another set of ears can help.
   * Consider using a translation app    * Consider using a translation app 
-  * Contact the [[https://www.tisnational.gov.au/Agencies/Help-using-TIS-National-services/Telephone-interpreting|Translating and Interpreting Service]] and access this free Government Service. +  * Contact the [[https://www.tisnational.gov.au/|Translating and Interpreting Service]] and access this free Government Service. 
   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.   * Know and use the expertise of staff members in your library or library system who can help translate. Identify other patrons in your community who may be willing to assist.
   * Services NSW provides a [[https://www.service.nsw.gov.au/transaction/apply-document-translation-services|document translation service]].   * Services NSW provides a [[https://www.service.nsw.gov.au/transaction/apply-document-translation-services|document translation service]].
module_3_people_skills_reference_behaviours_ref-ex.1643690552.txt.gz · Last modified: 2022/01/31 22:42 by ita_hanssens