HARMONY IN DIVERSITY RECOMMENDATIONS FOR EFFECTIVE LIBRARY SERVICE TO ASIAN LANGUAGE SPEAKERS Dr. Kevin Starr State Librarian of California California State Library 1998 Edited by Shelly G. Keller eople expand their knowledge and gain new ideas when reading books “P on all kinds of subjects. Reading is the great equalizer because it gives everyone an equal opportunity to learn, acquire skills, and succeed in life. Book reading is a passion that I enjoy very much. I encourage everyone to read, and the world will be at your fingertips.” Benjamin J. Cayetano, Governor of Hawaii This publication was supported in whole or in part by the U.S. Institute of Museum and Library Services under the provisions of the Library Services and Technology Act, administered in California by the State Librarian. However, the opinions expressed herein do not necessarily reflect the position or policy of the U.S. Institute of Museum and Library Services or the California State Library, and no official endorsement by the U.S. Institute of Museum and Library Services or the California State Library should be inferred. HARMONY IN DIVERSITY HARMONY IN DIVERSITY Recommendations For Effective Library Service To Asian Language Speakers CONTENTS About the Authors 3 Introduction 6 Challenges/Opportunities for Directors and Administrators 8 Practical Advice on Customer Service 10 Personnel and Staff Development 10 Commonalities and Differences of Asian Cultures 13 Communicating with Asian-language Speakers 16 Needs Assessment and Community Analysis 18 Access 21 Materials and Collection Development 23 Marketing and Awareness 25 Technology in Libraries 27 Services 27 Programs 28 Future Implications 29 Bibliography 30 1 HARMONY IN DIVERSITY Acknowledgements Many thanks to the following individuals who con- person; Lisa See, author; W endy Tokuda, anchor, KRON- tributed to and supported this endeavor: Dr . Kevin Starr, TV, San Francisco; Gail T sukiyama, author; and Belle State Librarian of Califor nia and Liz Gibson, Bur eau Yang, artist and author. Chief, Library Development Services, Califor nia State Special thanks to Kenneth Y amashita, Ph.D., Library; Susan Kent, City Librarian, Los Angeles Public Stockton-San Joaquin County Public Library for his Library; Adelia L. Lines, Dir ector, Berkeley Public editorial assistance and to our editorial advisers, includ- Library; Regina U. Minudri, Acting City Librarian, San ing: Yu-Lan Chou, East Asian Library, University of Francisco Public Library; Susan M. Rawlins, Dir ector, California, Berkeley; Clara Chu, Department of Library Colusa County Free Library; Robert Richard, Dir ector, and Information Science, University of Califor nia, Los Santa Ana Public Library; Anna M. T atar, Library Direc- Angeles; Lien Dao, North Clair emont Branch, San Diego tor, San Diego Public Library; Patricia L. Martin, Rural Public Library; Cora Dompor, Skyline Hills Branch, San Health Policy Council of the Califor nia Health and Diego Public Library; Sarah Su-Er h Elman, East Asian Welfare Agency; Joan Jackson, W estern Addition Branch Library, University of Califor nia, Los Angeles; Nancy Manager, San Francisco Public Library; Car men Martinez, Fong, City Librarian, San Leandr o Public Library; Branch Library Services Dir ector, Los Angeles Public Kathleen Hirooka, Community Relations Librarian, Library; Jennifer Lambelet, Hollywood Ar ea Regional Oakland Public Library; Joy Kim, Kor ean Heritage Manager, Los Angeles Public Library; Helga Moor e, Library, University of Souther n California; Maggie Kuo, Deputy Director, Central Library, San Diego Public Library Assistant, Oakland Public Library; V iolet Kuroki, Library; Mamiko Nakamura, Inter national Center, San Los Angeles Public Library; Maur een Kwok, San Jose Francisco Public Library; Mar garet Jean Owens, Commu- Public Library; Chheng Heat Leao, Cambodian Family nity Library Services Supervisor, Santa Ana Public Center, Santa Ana; Bonnie Lew, Stockton-San Joaquin Library; Alvaro Sanabria, Inter national Center Program County Public Library; Chun Chi Ma, San Diego Public Manager, San Francisco Public Library; T rudy Schroeder, Library; Estela Manila, San Francisco Public Library; Ed Learning Centers Supervisor, Santa Ana Public Library; Pai, Ph.D., San Jose State University; Jeanette Pham, Ellen Sneberger, Supervising Librarian, Central Library, Santa Ana Public Library; W ei Chi Poon, Asian American San Diego Public Library; and Jean Stewart, Childr en’s Studies Library, University of Califor nia, Berkeley; Son Room Supervisor, San Diego Public Library. Kim Vo, Ph.D., Coordinator, Intercultural Development Thanks also to the following for their testimonials: Center, California State University, Fullerton; Etsuko Benjamin J. Cayetano, Gover nor of Hawaii; Kiêu Chinh, Wilson, San Francisco Public Library; Angela Y ang, actress; Judy Chu, Mayor Pr o Tem, Monterey Park; University Library, University of Califor nia, Irvine; Cha Henry Der, Deputy Superintendent, Exter nal Affairs, Mee Yang, Willows Public Library; and V era Yip, Librar- California Department of Education; V o-Dinh Mai, artist ian, Oakland Public Library. and author; Marie G. Lee, author; Dr . Sammy Lee, 1948 and 1952 Olympic Gold Medalist; Aimee Liu, author; Huong Tran Nguyen, 1994 Walt Disney Outstanding Teacher of the Year; Angela E. Oh, attor ney and spokes- 2 HARMONY IN DIVERSITY About the Authors Patricia M. Y. Wong is Supervising Librarian at the Kathleen Low is Principal Librarian and Human Berkeley Public Library’s South Branch and T ool Lend- Resources Development Consultant for the Califor nia ing Library. She was a participant in the Califor nia State State Library. She ear ned her B.A. in Spanish fr om the Library’s Partnerships for Change Pr ogram and the University of Califor nia, Davis and her M.L.S. fr om San Convocation on Providing Public Library Service to Jose State University. Pr eviously, as Outreach Services California’s 21st Century Population. Ms. W ong’s career Manager, she managed the library’s Capitol Branch has included service as: Childr en’s Librarian at Berkeley which provides reference services to the State Legisla- Public Library’s North Branch, Oakland Public Library’s ture. Ms. Low has written a number of articles for Main Library and other branches; Cataloger at Oakland professional journals and has spoken at various meet- Unified School District; Infor mation Specialist at Califor - ings and conferences. nia Capital Exports in Oakland; and Student Supervisor Shelly G. Keller, President of Keller Marketing and of ASUC General Books in Berkeley. Her pr ofessional Communications, has been a public r elations consultant activities include: Chair of the T ask Force Goal 2000 of to the California State Library since 1988. She has written the Asian/Pacific American Librarians Association and edited dozens of publications for the Califor nia State (APALA) and the Chinese American Librarians Associa- Library and was head writer and editor of Harmony in tion (CALA); Nominating Committee Member of the Diversity, as well as Keeping the Promise: Recommenda- American Library Association; Pura Belpré A ward tions for Effective Library Service to African Americans, Committee of the American Library Association’s Asso- and Adelante: Recommendations for Effective Library ciation for Library Services to Childr en (ALSC); Member- Service to the Spanish-speaking. Keller edited the Ameri- at-Large of the American Library Association’s Council; can Library Association’s Celebrate America’s Diversity Co-chair of APALA’s Bylaws Committee; Member of manual, and has author ed several articles for ALA’s “PR ALA’s Booklinks Advisory Board and John Newbery Activity Report” and The Reference Librarian. Ms. Keller Award Committee; APALA Executive Board; APALA Vice- is a member of the Califor nia Library Association’s Public President/President-Elect; California State Library Minor - Relations Committee and the American Library Associa- ity Scholarship Committee; CALA Board of Dir ectors; tion, and has spoken at several ALA and CLA confer - ALA’s and ALSC’s Pr econference Planning Committee, ences. She ear ned her B.S. fr om the University of and Book Review Chair of the Association of Childr en’s Maryland. Librarians. She is also a member of Bibliotecas Para La Jae Min Roh is Senior Librarian and Branch Manager Gente, Black Caucus, REFORMA, United States Board on at Los Angeles Public Library’s Pio Pico Kor eatown Books for Young People, and Women’s International Branch. Mr. Roh was a participant in the Califor nia State League for Peace and Fr eedom. Ms. Wong has been a Library’s Partnerships for Change Pr ogram and the speaker and guest lectur er at conferences of ALA, Convocation on Providing Public Library Service to APALA, CLA, and at University of Califor nia, Berkeley California’s 21st Century Population. His car eer also and San Jose State University. She also co-author ed a includes service as: Senior Librarian of Los Angeles section of Equal Voices: Ethnic Organizations Respond to Public Library’s Inner-City Bookmobile; Young Adult Goal 2000 for ALA, edited WLW: Women Library Work- Librarian at Junipero Serra Branch of Los Angeles Public ers Journal, and was a r eviewer for the Association of Library where he was the library’s first Kor ean-speaking Children’s Librarians’ Bayviews. librarian; and Librarian T rainee at Cypress Park Branch 3 HARMONY IN DIVERSITY of Los Angeles Public Library. He also taught English, Employee Association. Ms. Claudio-Per ez earned her English Grammar, British Drama and Shakespear e at B.A. from the University of Santo T omas, Manila, Philip- Kyung Kee University in Seoul. Mr . Roh earned his B.A. pines and her M.L.I.S. fr om San Jose State University at Seoul National University, his M.L.S. and M.A. at the with a scholarship fr om the California State Library’s University of Southern California. Multiethnic Recruitment Program. She also attended San Miki Myungcha Lim is Young Adult Librarian at the Jose State University’s Summer Institute of Ethnographic Pio Pico Koreatown Branch of Los Angeles Public Research and the University of Califor nia, Berkeley’s Library.