In every society, there is a set of cultural norms that the average person abides by. These sometimes unspoken and sometimes written "rules of conduct" guide our actions, speech, decisions, and interactions with those around us. Librarians need to be sensitive to the norms of their own society as well as those of their patrons. For instance, the expectation for a quiet in libraries just may not be expected by some patrons who are used to bustling, loud public environments. What might be considered inappropriate behavior in one's general patron population might be acceptable for a select few patrons who have had different experiences and expectations.
These differences can be as simple as language used in Virtual Reference. (Janes 2004) Teens and college-aged students may not consider grammar, punctuation, and chat speak to be inappropriate behaviors. Janes suggests that perhaps in this case librarians might find their assistance more helpful if they adapt to the format in which these interactions are commonly written in.
There is an interesting chart from Augsburg College that compares "Mainstream American Culture" with "Other Cultures". (Online) Although this is a very broad and perhaps indulges in a few stereotypes, the chart does help one to start thinking about the types of differences that might be facing a librarian. Something as simple as the amount of personal space given to a patron might be more of a concern that one is aware of. The expectation for the amount time that one devotes to a single patron may also be different depending on the norms that the patron is used to. While 15 minutes may be average for a community, there may be others who expect librarians to devote much more time to serving their needs.
When looking to serve a specific customer or patron in a library, an information science professional might look to numerous resources on the internet for a specific culture. If a patron seems uncomfortable with or is having trouble accepting or understanding a typical interaction, some brief research may help to amend the situation for the next interaction (assuming the patron returns to the library). A local university with an international student office might be helpful if more research is required.
Most importantly, librarians should be aware that there are different sets of norms that are practiced by their patrons. Keeping an open mind and personalizing library services for each patron as much as possible will create a positive experience for both librarian and user.
REFERENCES:
Janes, Joseph. (2004). Follow Their Lead, Dawg. American Libraries 35 no10 56 N.
Augsburg College. Educ 210. http://www.augsburg.edu/education/edc210/norms-values.html
