7/31/2019 813 ESL Handout
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E X T R E M E
HOW TO HELP ESL PATRONS
Your Very First Day
Youve been newly hired by the Multnomah
Country Library (MCL) (Wow! Unbelievable, your
luck!) to work at the Holgate branch. This branch
caters to all four target languages, and has a
very diverse population. You are still a little
intimidated by the idea of helping English as a
Second Language (ESL) patrons, but youve
been trained to be professional, and you are now
thinking back and remembering all the things
you were taught in library school classrooms and
MCL staff training:
SmileMake Eye Contact
Contact a Bilingual Staff
Member - if needed*
Use the Language Line*
Introduce the MCL
Webpage - Target Languages
All your hard work pays off! The patron is happy
with your thoroughness and kindness.
Remembering Issues
MCL staff training taught you about the issues in
dealing with an ESL patron. One, they may have
come from a culture that didnt have public
libraries, so they are entering a very unfamiliar
situation. Two, they may see library staff as
authority figures, which in their country, may
have meant oppressors. Three, many times it is
the children of ESL patrons who are the reason
for the library visit. By having bilingual staff on
hand, we are in a much better position to explain
the amazing resources the library makes
available to them as ESL immigrants.
Library Resources
After Engl ish, the most frequently spoken
language by Multnomah County residents are
Spanish, Russian, Vietnamese, and Chinese.
You know that the MCL website offers access in
Refere
nce
You
Are
Here
all four of these languages, available through
their Target Language webpage. Several
videos instruct patrons on how to use the
library, in easy step-by-step directions; from
getting a library card to finding and checking
out materials. The site also lists the branches
offering bilingual staff, collections, events &
programs, storytimes, and other resources.
