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This article reports the outcomes of a study on communication support, commissioned to develop a borough‐wide strategy in 2003 by the London Borough of Tower Hamlets.The research stems from a recognition of communication as a key to successful delivery of public services and enhancement of a multicultural community.The focus is on ‘communication’ (rather than ‘language’), since it captures issues beyond the exchange of information through words: interpersonal interactions and relationships, techniques and modes of organising information exchange. Language is a key component within the broad ambit of communication mechanism and skills. Hence interpretation and translation are perceived as models of communications support alongside advocacy, integrated team, multilingual professional team, family/friends and minors, supported language, symbols and signs, and Plain English.While engaging in the debate and highlighting some of the broader issues concerning communication support services, the focus is on the following main issues:• policy frameworks and guiding principles in communication support• methods and techniques for needs assessment, monitoring and evaluation of communication support• communication support provision in Tower Hamlets including quantifying need, actual state of provision and users' perceptions.Probably among the first of its kind, the strategy draws on existing knowledge and good practice to develop a common framework for public services in Tower Hamlets. It is believed that it will serve a pioneering role in co‐ordinated existing and developing coherent approaches to communication support.

This paper aims to investigate the multiple language support features in internet search engines. The diversity of the internet is reflected not only in its users, information formats and information content, but also in the languages used. As more and more information becomes available in different languages, multiple language support in a search engine becomes more important.

The first step of this study is to conduct a survey about existing search engines and to identify search engines with multiple language support features. The second step is to analyse, compare, and characterise the multiple language support features in the selected search engines against the proposed five basic evaluation criteria after they are classified into three categories. Finally, the strengths and weaknesses of the multiple language support features in the selected search engines are discussed in detail.

The findings reveal that Google, EZ2Find, and Onlinelink respectively are the search engines with the best multiple language support features in their categories. Although many search engines are equipped with multiple language support features, an indispensable translation feature is implemented in only a few search engines. Multiple language support features in search engines remain at the lexical level.

The findings of the study will facilitate understanding of the current status of multiple language support in search engines, help users to effectively utilise multiple language support features in a search engine, and provide useful advice and suggestions for search engine researchers, designers and developers.

Spoken service language is critical for service experiences and human welfare in many service settings. However, little is known about how spoken service language can enhance customer well-being in transformative service contexts. This paper explores spoken service language and well-being for customers experiencing vulnerability in a transformative service context, informed by an empirical account of the human welfare service of residential aged care.

Situated within transformative service research (TSR), this study was guided by a theoretical framework of service language and adopts a strengths-based approach to customer experiences of vulnerability. A qualitative multiple case study methodology was applied to explore carers’ perspectives on spoken service language and well-being from three residential aged care homes in Australia.

The findings demonstrate five spoken service language practices and four principles of spoken service language for well-being that co-create customer well-being and support the alleviation of customer experiences of vulnerability. Conceptualised as transformative spoken service language, the spoken service language practices and principles collectively recognise, support and leverage residents’ capabilities and uplift customer well-being, by enacting a process of mattering highly salient to transformative service contexts.

This study is the first to conceptualise how employee spoken service language can be used to support customer well-being and enhance transformative value for customers experiencing vulnerability to align with the goals of TSR. Practically, the study advocates for a greater awareness and more considered use of transformative spoken service language in human welfare and other transformative service contexts.

This chapter provides evidence-based supports for communication, social skills, and for using restricted patterns of interests and activities educationally for students with autism. Supports for receptive language, expressive language, Picture Exchange Communication System (PECS), visual supports, social narratives, and augmentative and alternative communication are included. Discussion on evidence-based social supports include using peer-mediated instruction and intervention, video modeling, and support for inclusive education. Supports for restricted patterns of behavior, interests, and activities cover how to include special interests, rituals, and routines in educational planning and how to recognize when restricted patterns of behavior are detrimental to education. Repetitive behaviors associated with anxiety and self-injury are also discussed. All supports can be combined and address more than one characteristic or need.

The purpose of this paper is to examine Family Development Centre (FDC) staff’s[1] perspectives on their roles and capacity to promote early childhood language learning through good parenting.

This research employed in-depth interviews with 30 FDC coordinators and volunteer staff, supported by limited field observations.

Identifying risk, surveillance of at-risk families, building community solidarity and activities to support parenting and children, emerged as key components of FDC work. Volunteers softened their surveillance role by emphasising their social support function and personal links to local communities. Most activities aimed to strengthen family bonding and relationships, with fewer specifically addressing early childhood language deficits. Volunteers found the latter challenging, and generally sought to work in cooperation with education, public health and child care staff where projects involved language development.

Most volunteers said they lacked the capacities to promote early language development effectively and required additional training in such areas as partnerships and collaboration, family and parenting support, and project management. The authors argue that the importance given to partnerships reflects volunteers’ recognition that they need to draw on outside expertise to address children’s language problems. Given resource constraints, volunteers will remain central to family support work for the immediate future. Even with training lay volunteers will not become language experts, and future policy should centre on building a framework of professional support for the community teams.

This study fills a gap in knowledge about FDC volunteer roles and suggests a need for training that focuses on teamwork rather than specialist language expertise.

Hearing loss impacts language and communication, a building block for relationships and society. Most teachers and professionals rarely have a young child with hearing loss in their classroom. The “unknown” can be a source of stress for the professionals and the families alike. Understanding the characteristics of this population of students, the diagnostic process, the possible early intervention supports, and practices to use with young children with hearing loss may help teachers and professionals approach students and families with more confidence. This chapter will outline each of the aforementioned with an emphasis on understanding parental perspective.

Planning and implementing in-service professional development to support teachers’ pedagogical practices for English language learners (ELLs) first considers building upon existing teachers’ knowledge and understanding of practice. Teaching English Learners Academic Content (TELAC) is an in-service professional development model that provides an enriched program curriculum to urban teachers seeking to improve teaching practices for their ELLs. Through an integrative approach of learning coupled with learning experiences, practicum activities, observational feedback, and coaching, teachers initiate refinement to practice that reflect culturally sustaining pedagogy. Funded by the U.S. Department of Education, Office of English Language Acquisition/National Professional Development program, Teaching English Learners Academic Content (TELAC) (2012–2017) is a K-12 program in Arizona designed to build a cadre of teachers adept with implementation of instructional strategies that support ELL academic success. All of the participants in this in-service professional development program are K-12 teachers of English language learners, teach any grade level and subject area in urban school districts with a majority of students who are second language learners of English. Teachers’ shared common concern is the need to improve pedagogical practices for ELLs and to personally develop their knowledge and capability to change teaching practices.

Service‐oriented architecture is becoming increasingly important for healthcare delivery as it assures seamless integration internally between various teams and departments, and externally between healthcare organizations and their partners. In order to make healthcare more efficient and effective, we need to understand and evaluate its processes, and one way of achieving that is through process modeling. Modeling healthcare processes within a service‐oriented environment opens up new perspectives and raises challenging questions. The purpose of this paper is to investigate one of these questions, namely the suitability of web service orchestration and choreography, two closely related but fundamentally different methodologies for modeling web service‐based healthcare processes.

The authors use a case‐based approach that first developed a set of 12 features for modeling healthcare processes and then used the features to compare orchestration and choreography for modeling part of the scheduled workflow.

The findings show that neither methodology can, by itself, meet all healthcare modeling requirements in the context of the case study. The appropriate methodology must be selected after consideration of the specific modeling needs. The authors identified usability, capabilities, and evolution as three key considerations to assist with selection of a methodology for healthcare process modeling. Further, sometimes one method will not meet all modeling needs and hence the authors recommend combining the two methodologies in order to harness the benefits of modeling healthcare processes in a service‐oriented environment.

Although literature exists on process modeling of web services for healthcare, there are no criteria describing necessary features for micro‐level modeling, nor is there a comparison of the two leading service composition methodologies within the healthcare context. This paper provides some necessary formalization for process modeling in healthcare.

Women with little-to-no English continue to have poor birth outcomes and low service user satisfaction. When language support services are used it enhances the relationship between the midwife and the woman, improves outcomes and ensures safer practice. However, this study has shown a reluctance to use professional interpreter services by midwives. This study aims to understand the experiences of midwives using language support services.

A maximum variation purposive sampling strategy was used to recruit midwives (N = 12) to a qualitative, semi-structured interview study. Data were analysed using thematic analysis.

Four themes were generated from the data analysis with a central organising concept of “Navigating Care Without Language”. These themes were: “Continuity as Key”, “Facilitating Tools”, “Networks of Support” and “Innovative Planning”. Each of these themes had between three and four sub-themes. It was found midwives are keen to support women with language barriers. However, support can be difficult due to the unavailability of equipment and resources; lack of continuity (of interpreter and midwife); inability to plan for the acute care of women who require interpreter services; and the system not being accessible enough to women who require language support services, thus causing them to fall through the net.

Continuity of carer appears to be a protective factor due to the flexibility, relationship and continuum of support. This study will aid the development of education for undergraduate, post-graduate and practising midwives. It will also inform policymakers working to improve the service offered to women who speak little-to-no English.

This paper aims to present findings from a three-year qualitative study that used a model of teacher learning referred to as teaching as inquiry (Manfra, 2019). Teaching as inquiry centers the teacher as a learner in a prolonged and “systematic process of data collection and analysis focused on changing teaching” (p. 167). Findings from the larger qualitative study demonstrate the work of collecting transcripts and using discourse analysis to analyze classroom discourse fostered high school English teachers’ knowledge and skills for facilitating critical conversations (Schieble et al., 2020). For this paper, the authors highlight Paula, a white, female secondary teacher who is dual certified in English Language Arts and ESL. Findings from Paula’s case demonstrate the ways the teacher inquiry group disrupted Paula’s language ideologies of linguistic purism, an ideology embedded in white supremacist and colonialist, hegemonic language policies and practices (Kroskrity, 2004), and transformed her instructional practices over time.

The research used qualitative methods for design and scope to generate an information-rich instrumental case study (Stake, 1995). Case study is a form of qualitative inquiry that concentrates on experiential knowledge of the case. This study used case study methods to construct an instrumental case to understand how participation in the teacher inquiry group shaped Paula’s facilitation of critical conversations. Data analysis used inductive and deductive qualitative coding procedures and discourse analysis (Gee, 2004; Rogers, 2018) to address the research questions.

Findings demonstrate that prior to meeting with the teacher inquiry group, Paula’s teaching practices embodied linguistic separatism by emphasizing that standardized English was the “appropriate” way to participate in critical conversations. Through studying her classroom discourse, the inquiry group supported her to critically question these instructional practices and ideologies. Findings demonstrate that the work of the inquiry group supported her embodiment and articulation of a translanguaging ideology that supported her facilitation of critical conversations.

Findings from this study contributes to scholarly and professional knowledge about how models of teaching as inquiry (Manfra, 2019) demonstrate a positive or reconstructive impact on teacher and student learning. This study highlights the potential for reconstructive shifts in the context of how teachers learn together and the tools that support them in doing so.