Library Wayfinding and ESOL Students: Communication Challenges and Empathy-Based Intervention

Authors

Nora Almeida, CUNY New York City College of TechnologyFollow
Junior R. Tidal, CUNY New York City College of TechnologyFollow

Document Type

Article

Publication Date

3-2022

Abstract

This article describes a wayfinding study conducted in an urban, academic library to better understand the experiences of multilingual student populations. The study, which incorporated traditional user experience methods and video ethnography, exposed communication obstacles and spatial challenges encountered by students of English for speakers of other languages (ESOL) when attempting information retrieval tasks. After outlining the methodology and examining qualitative findings, the authors discuss how study findings prompted a reevaluation of local practices, service models, and staff training protocols. Finally, the authors explore the potential for qualitative, empathy-based wayfinding studies to transform library practices and spaces.

Comments

Preprint of Almeida, N., Tidal, J. (2022). Library Wayfinding and ESOL Students: Communication Challenges and Empathy-Based Intervention. Portal : Libraries and the Academy., 22(2).