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Outlines the experiences of the author in studying library services in multiethnic societies in several countries in Western Europe. This led to a comprehensive survey, carried out in 2001, into how the ethnic minorities in Denmark use public libraries. The historical context to immigration to Denmark and changing government policies are described, together with the development of public library services. The work of the Danish Central Library of Immigrant Literature is reviewed. The methodology and main findings are provided, together with recommendations. Two main lessons emerged: that public libraries have something both unique and essential to offer as a part of a national policy towards immigration and ethnic minorities; and that success lies in combining different service elements and ensuring that libraries are perceived and used as friendly meeting places.

This study aims to examine the effectiveness of bilingual learning strategies designed to support Chinese undergraduate business students facing significant learning challenges in an Australian university capstone curriculum delivered at their Chinese university. These challenges include the students’ difficulty understanding discipline-specific English terminology, using this terminology to discuss disciplinary concepts with their instructors and stress caused by an abnormally high study load.

In response to these challenges, the project team implemented a suite of bilingual strategies to reduce cognitive load and enhance learning, which included Chinese-English glossaries to build disciplinary-specific vocabularies; a bilingual teaching assistant to enable students to communicate in their language of choice; the use of WeChat to connect students to staff and to provide translanguaging opportunities; and bilateral managerial and academic support for strengthening the institutional cross-cultural relationship through staff exchange and language learning programs. A series of surveys were administered to measure the impact of these strategies on students’ learning, and WeChat logs were analysed to determine students’ linguistic preferences during discussions with staff and students.

The results of this project show strong support for each bilingual strategy, high academic performance amongst the student cohort, the positive contribution to learning and connection provided by social media technology, students’ language of choice preferences and chosen translanguaging styles and the important role of teaching staff in supporting international students’ intercultural learning and adaptation to a foreign university learning system.

This original evidence-based study helps to address the gap in bilingual education in Australian higher education demonstrating a successful strategy for dealing with language and discipline-specific challenges confronting EAL students.

Self-determination policies and the expansion of bilingual schooling across Australia's Northern Territory (NT) in the 1970s and 1980s provided opportunities for Aboriginal educators and communities to take control over schooling. This paper demonstrates how this occurred at Shepherdson College, a mission school turned government bilingual school, at Galiwin'ku on Elcho Island in North East, Arnhem Land, in the early years of the policies between 1972 and 1983. Yolŋu staff developed a syncretic vision for a Yolŋu-controlled space of education that prioritised Yolŋu knowledges and aimed to sustain Yolŋu existence.

This paper uses archival data as well as oral histories, focusing on those with a close involvement with Shepherdson College, to elucidate the development of a Yolŋu vision for schooling.

Many Yolŋu school staff and their supporters, encouraged by promises of the era, pushed for greater Yolŋu control over staffing, curriculum, school spaces and governance. The budgetary and administrative control of the NT and federal governments acted to hinder possibilities. Yet despite these bureaucratic challenges, by the time of the shift towards neoliberal constraints in the early 1980s, Yolŋu educators and their supporters had envisioned and achieved, in a nascent way, a Yolŋu schooling system.

Previous scholarship on bilingual schooling has not closely examined the potent link between self-determination and bilingual schooling, largely focusing on pedagogical debates. Instead, this paper argues that Yolŋu embraced the “way in” offered by bilingual schooling to develop a new vision for community control through control of schooling.

The purpose of this paper is to explore lecturers’ perceptions on factors that affect the implementation of bilingual instruction (BI) policy in Indonesian higher education.

This qualitative study used 15 lecturers who taught in BI programs in three Indonesian universities. The data were gained through semi-structured interviews. The semi-structured interview data were analyzed via thematic approach.

The findings of the study suggest a number of factors influencing the implementation of BI, including the support from lecturers, leadership, and government. The availability of adapted curriculum and systematic assessment also influences the successful implementation of BI in Indonesian tertiary education.

The findings of this study have implications for the success of similar programs and the ways to gain understanding of BI within higher education contexts.

BI research is not new; however, little information is related to BI in Indonesia. This work contributes to a growing body of literature that explore BI and education factors within higher education setting. The significance of this study is to raise greater understanding of several important factors that influence the implementation of BI policy within university settings.

The purpose of this paper is to examine the information channels used by public and nonprofit organizations to communicate disaster risk information to Colonias residents in Hidalgo County, Texas. It seeks to find creative and proactive solutions for organizations to improve risk education to these constituents.

Initially a snowball sampling technique was used to conduct six face-to-face interviews. This was followed by an online survey sent to 64 reputational referrals, of which 23 completed the survey, generating a response rate of 34 percent. A comparative analysis between public and nonprofit organizations and the Fischer's exact test were employed to analyze the data.

Channel preferences for providing risk information varied with public organizations using the television (TV) and the nonprofit organizations using bilingual staff for outreach. The television, radio, public events, and bilingual staff were considered to be the most effective while social media (Facebook, Twitter, and city web sites) was not considered at all by both groups. Lack of funding and staffing problems were identified as the primary challenges.

One limitation is that the paper focusses on organizations serving Spanish speakers in the Texas Colonias. Future research needs to investigate how other localities at border sites where culturally and linguistically diverse groups might reside, receive and understand risk information. The role of cross-national organizations in creating internationally coordinated plans for disaster communication should also be explored.

It highlights the challenges faced by organizations in communicating risk, especially in border communities where culturally and linguistically diverse groups reside.

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.

The aim of the research was to identify factors related to the increased cost of providing health services to clients from a non‐English speaking background (NESB), using a cross‐sectional analysis of the administrative records of clients using community health services in the Northern Metropolitan region of Melbourne for the 2001/2002 financial year. The higher cost of providing services to NESB clients was influenced by four factors: increased consultation time, group attendance to an appointment, increased interpreting cost and the type of service provider. Family members and multilingual staff play a significant role in providing informal interpreting services or low‐cost support for NESB consultations, and these activities should receive appropriate support. Additional funding is needed to support interpreting requirements when dealing with the health needs of NESB clients. Vertical funding equity would provide a better solution than the current horizontal equalisation funding.

Drawing on social categorization, relational demography, and faultline theories, the purpose of this paper is to examine interpersonal relationships between Hispanic American, European-American, African-American, and Asian-American coworkers in relation to language use in the workplace (English or Spanish).

Employed adults (n=97) participated in one of four racioethnic-specific focus groups (Hispanic American, European-American, African-American, and Asian-American) at each of four worksites in order to assess their reactions to working in a linguistically diverse environment. Interviews with onsite management and human resource directors were also conducted.

Language issues created noticeable faultlines between English and Spanish speakers. In total, six themes representing issues for multilingual organizations emerged: inclusion vs exclusion, assimilation vs ingroup identification, essential communications, composition issues, utility of speaking English, and negative affective responses.

Results highlight the difficulties inherent in working in multilingual groups and the challenges they present for organizations. Results also suggest the importance of group composition in the development of language issues.

This paper is among the first to present insight into the experiences of workers in linguistically diverse workplaces, and the barriers presented by language differences. As the number of Hispanics in the US workforce continues to increase, maintaining effective relationships between Spanish and English speakers at work becomes especially important for organizational success. Suggestions for managing a multilingual workforce are included.

Changing immigration patterns in the USA have led to a growing number of “new immigrant destinations.” In these contexts, opportunities for teacher learning are crucial for developing the school capacity to serve the academic, linguistic and socio-cultural needs of immigrant students. In response, the purpose of this paper is to examine how schools in Wisconsin provided both formal and informal teacher learning opportunities to develop the instructional capacity to support recent immigrants, specifically Spanish-speaking English language learners (ELLs).

Using descriptive analyses of teacher and administrator survey and interview data, this study examined the focus and within-school distribution of formal professional development, as well as teacher collaboration as a mechanism for informal learning.

Most commonly, professional development focused on concrete strategies teachers might enact in their classrooms, rather than developing broader understandings of the needs of immigrant students. In addition, formal professional development commonly targeted particular groups of teachers, rather than faculty as a whole. Finally, general education-ELL teacher collaboration was most often deployed “as needed” and focused on particular student needs, rather than systematically.

Future work might address the limitations of this study by examining teacher learning opportunities in new immigrant destinations in other locales, the quality and effectiveness of such opportunities, and other mechanisms for the distribution of expertise.

Findings suggest the need for more systematic and integrated approaches to teacher learning in new immigrant destinations, with an emphasis on pushing beyond the short-term need for instructional strategies to develop more holistic, collaborative approaches to integrating ELLs into schools and classrooms.

The purpose of this paper is to highlight a series of initiatives generated from, and managed within, a major university library and aimed at improving a customer service focus.

The paper documents a series of approaches, including a customized staff training package, that were intended to enhance users' experience with staff. Over a period of six years the responses to a biannual user survey were tracked in order to identify improvements, or otherwise, in users' perceptions of staff performance in terms of their customer service.

The survey results seem to indicate that improvements in users' perceptions of staff performance have improved with time and have done so most dramatically following a series of self‐initiated workshops conducted by library staff.

While it is difficult to directly correlate the successful outcomes with the initiatives, including the staff‐conducted workshops, it will be necessary to continue to track users' perceptions of staff to ascertain whether the trend is sustainable or an aberration.

The paper provides a unique perspective of applying a range of approaches aimed at improving the user experience with staff in a major Asian university library. The success of these approaches is linked to the outcomes of the library's biannual user survey.