A Necessary Step
In 2023, Madison Public Library received over 1.2 million visits. Among these, a significant portion came from individuals whose primary language is not English. In order to make library spaces more inclusive and accessible to non-English speakers, Madison Public Library uses the Language Access Plan, breaking down linguistic barriers for all visitors. Started by the City of Madison, this initiative aims to connect diverse communities through language interpretation services available at every library location.
Thanks to the implementation of the Language Line program, patrons can now access live interpretation services in over 240 languages, including Spanish and Hmong. This groundbreaking service ensures that individuals from all linguistic backgrounds can readily obtain information, access resources, and navigate services within Madison Public Libraries.
How It Works
All libraries have specialized tech kits that were created by Pat G., the library’s IT Specialist. These kits streamline the process for staff to connect to visitors with interpreters via Language Line. To use the Language Line, patrons go to the front desk at any library location and point to their language preference on displayed signs. Staff then utilize a telephone equipped with two sets of headphones to initiate a live interpretation session through the Language Line app on their computer. A webcam is also included in the tech kits because Language Line includes some options for video interpretation services where visitors can chat face-to-face with an interpreter. This is essential when doing language interpretation or providing services for those who use American Sign Language or British Sign Language.
"The kits that we developed at Madison Public Library were to address an issue where we felt that having a conversation over a speakerphone was lacking personal privacy, so with the addition of 2 headphones and a line adapter for the phone both the patron and the librarian could control the volume and have a more private conversation. A webcam and 1-page directions for how to contact an interpreter were also added so that any librarian could just grab the kit and work through it if they did not feel confident about this process" explains Pat.
While this resource can be helpful for everyday tasks like explaining library policies and finding materials for non-English speaking patrons, in some cases Language Line services can be life saving. This was the case for a young woman who came into a neighborhood library, knowing no English, repeating the word “Fulani” to reception staff. Eventually, staff recognized “Fulani” as a West African language and were able to call the Language Line to get a translator. As the woman and translator discussed, library staff learned that the woman recently became homeless and was looking for an English language class. Library staff were able to relay valuable opportunities with partner organizations such as Literacy Network and United Way to help the woman sign up for English classes, stay at a shelter, visit food pantries nearby and get a map of Madison. By the time library staff were done, the woman grabbed reception staff into a bear hug and thanked them for their immense help.
As the program continues to evolve, library staff remain dedicated to learning about materials and procedure with regular training sessions. Pat G. led the charge in training staff members, most recently on May 31, 2024 during the library’s Staff Day. Pat ensured staff understood the technological components of the Language Line kits and how to use them. Feedback from the community has been overwhelmingly positive, highlighting the program's impact in fostering a more inclusive environment.
Ze Yang, Enoch Melgarejo, and Holly Chen, Bilingual Community Connectors
Beyond Interpretation
Thanks to the City of Madison’s commitment to equity, access, and reducing barriers, the Language Access Plan has helped Madison Public Library in other ways, as well. The City provides free translation services to City departments through the plan so they can create marketing materials for programs, outreach, and resources in various languages.
“We serve so many different audiences at the Library–in our buildings, through outreach, and online,” said Interim Digital Services and Marketing Manager Liz Boyd. “When a request comes in from a community partner for us to do Library Card sign-ups or share information at an event, we want to be able to meet the participants exactly where they’re at, and a major aspect of that is the language things are written in.”
According to the Language Access Plan about 15.8% of the Madison population speaks a language other than English. Based on this and other demographic research on languages spoken in the City of Madison, the Library most often translates materials into Spanish, Hmong and Arabic, although Chinese has increased recently, as well. The main brochures for getting a library card, finding library locations, and signing up for library service are translated into Spanish and Hmong, as well.
“In addition to promoting our basic resources, we also get special requests from local schools or community groups to create book lists in other languages,” said Boyd. “Some of our programs are bilingual or are done completely in Spanish, Hmong or Chinese. For those, we try to work with the City’s Community Connectors to reach the right populations, but it’s also important to have translated flyers, graphics, social media posts, etc. and the Language Access Plan makes that easy for us.”
Boyd and her team at the library typically write up posts in English first and send them to the City’s Language Access Plan email for translation. They request a 2-week turnaround time, but then content is ready to go. The City uses a local translator for Spanish, and typically relies on Language Line for any other requests.
“This service has become an invaluable part of my marketing strategy,” said Boyd. “It helps us meet our strategic goals, and I know it has connected more people to the services and resources they need.”
By integrating the Language Line program and equipping each library with specialized tech kits, the library has transformed the accessibility of its resources and services, ensuring that non-English speakers can effectively navigate and benefit from the library’s offerings. For patrons and visitors alike, Madison libraries are now more than just a repository of books; they are vibrant hubs where language is no longer a barrier to knowledge and engagement.