Reflection by Fei Chang
Introduction
As a Library studies student from a culturally and linguistically diverse (CALD) background, completing my work placement at Unley Libraries was a deeply enriching and transformative experience. It enhanced my practical skills, provided real-world insights,and reinforced the importance of cultural diversity—not only in library service delivery but also in team collaboration.
In this article, I reflect on the value of work placements for CALD students, the multicultural services I observed, memorable experiences during my placement, the support I received, and how this journey has shaped my personal and professional growth.
1. Why Work Placements Matter—Especially for CALD Students
Work placements are essential for bridging theory and practice. For CALD students, placements offer additional benefits:
Adapting to Local Work Culture
While public libraries may share common goals globally, each country has a unique work culture—affecting communication styles, workplace hierarchy, individual vs. team focus, and work-life balance. Exposure to these nuances helps CALD students navigate and thrive in their new environment.
Building Local Experience
Placements provide opportunities to gain practical, locally relevant library experience while applying their transferable skills. Many CALD students bring valuable prior work experience and qualifications from overseas.
Valuing Cultural Perspectives
CALD students’ multilingual and multicultural backgrounds are strengths. They enable CALD students to contribute to inclusive, responsive services and connect effectively and meaningfully with diverse communities.
2. Multicultural Services at Unley Libraries
Unley is a culturally rich community. According to the City of Unley Community Profile (July 2023), 27.8% of residents were born overseas, and 19.4% speak a language other than English at home—most commonly Mandarin and Greek.
Unley Libraries embrace this diversity through inclusive services, including:
Bilingual Literacy Kits
A statewide initiative supporting early literacy in community languages. These themed kits (available in 13 languages including Chinese, French, Hindi, and Greek) contain books, toys, and accompanying activity sheets.
Multicultural Displays and Events
Themed displays (e.g., Irish Authors, Ramadan) and cultural events like Lunar New Year Storytime celebrate diversity and encourage community engagement.
Community Language Collections
Dedicated collections in Greek and French support established CALD communities.
Multilingual Self-Service Kiosks
New kiosks offering interfaces in 44 languages improve accessibility for non-English speakers.
Digital Resources
Tools such as LOTE4Kids (audio-picture books in 65+ languages) and Road to IELTS support language learning and test preparation.
General services—such as free Wi-Fi and PCs, printing and scanning, programs and events, and welcoming spaces—further benefit CALD communities. A standout initiative is Gordy’s Desk, where Gordy, a member of the Collections team and an avid reader, regularly shares curated book recommendations via Unley libraries website (Gordy’ s Desk), Unley Libraries’ eNews, and Unley Life magazine—particularly helpful for CALD patrons exploring English reading options.
3. A Unique Experience as a CALD Student
An Inclusive and Respectful Environment
From day one, I felt welcomed. During induction, my supervisor, Kate Sautner, Library Operations Coordinator, made sure to learn the correct pronunciation of my name—an act of cultural respect that set the tone for an inclusive experience. I was encouraged to ask questions and contribute, fostering a culturally safe and supportive learning space.
Bilingual Note-Taking as a Learning Strategy
To maximise learning, I used bilingual note-taking, choosing the language that allowed me to record instructions more quickly and accurately. This helped me document procedures such as cataloguing, new book processing, Workflow modules, and daily routines—forming a valuable reference for future use.
Cultural Sensitivity in Practice
While processing a Japanese graphic novel (with a right-to-left layout), I consulted with Caitie Pestrivas, Collection Development Coordinator, regarding the correct placement of the barcode and RFID tag. We also discussed differences between Eastern and Western book formats—highlighting the importance of cultural awareness when handling diverse materials.
Real-Life CALD Engagement
I had several meaningful interactions with CALD patrons. For example, during a Storytime session, a mother with limited English approached me on her first visit to the library. Realising we shared a language, I explained the library’s programs in her preferred language, confirmed details with senior staff, and helped her feel welcomed. She and her children enjoyed the session and expressed a desire to return.
Some other CALD patrons also asked whether I spoke their language. When I did, they communicated more confidently and explained their inquiries more clearly. When I couldn’t, they still appreciated the library’s diversity. These interactions demonstrated the value of multilingual staff and volunteers in fostering inclusion.
Creating a Mini Customer Service Database
Recognising that excellent customer service is central to libraries, I compiled a mini database of frequently asked questions under main topics, including literacy, digital literacy, programs, library of things, and general enquiries.
I observed how staff handled these questions and noted effective communication strategies—deepening my understanding of public service delivery.
Finding My Online Presence
Participating in Unley Libraries’ social media videos encouraged me to engage more with platforms like Facebook and LinkedIn, which I previously didn’t use often. The positive responses for my posts and reposts sparked my interest in library promotion and digital engagement.
Embracing intercultural growth
Working in a multicultural setting helped sharpen my intercultural awareness and communication—skills essential in Australia’s diverse library landscape. Understanding workplace norms, recognising cultural differences in service delivery, and engaging meaningfully with CALD patrons became valuable components of my personal and professional growth.
4. Supported and Connected Every Step of the Way
Throughout my placement, I felt consistently supported by the Unley Libraries team, my mentor, and my lecturers.
The Unley team generously shared their knowledge and guidance. I’m especially grateful for:
- Willingness to answer every question—big or small
- Encouragement, thoughtful suggestions, and constructive feedback
- Opportunities for hands-on learning and team participation
- Informal conversations that deepened my understanding of Australian workplace culture
- Career guidance, which is especially important to CALD students
- A warm and inclusive environment where I felt supported, connected, and valued
My mentor, Melissa O’Kelley, Collections Librarian – Adult, at the City of Charles Sturt Library Service, played a key role in making the placement meaningful. I am particularly grateful to her for:
- One-on-one support throughout the journey
- Clear explanations of library roles and tasks
- Activity suggestions aligned with my learning goals
- Expertise sharing in collection development
- Advice on professional conduct and dress code
- Support in developing my customer service skills
- Guidance in navigating both language and cultural nuances
My lecturers also supported me through practical advice, thoughtful feedback, and professional guidance, helping me approach this placement with knowledge and curiosity.
Conclusion
In a field shaped by both tradition and transformation, cultural inclusion is not optional—it’s essential. I’m grateful to have seen this principle in action at Unley Libraries.
This placement was more than just an opportunity to develop practical skills — it was about serving a diverse community, collaborating with an inclusive team, and realising that my cultural background is a strength, not a barrier.
Through detailed documentation, reflective practice, and real-world engagement, I’ve built a strong foundation for my future career in library and information services. More importantly, this experience has awakened in me a strong sense of responsibility to champion diversity, equity, and inclusion in library practice.
I sincerely thank Unley Libraries team, my mentor, and my lecturers for making this journey so meaningful. As I continue in the LIS profession, I carry with me not only practical skills and professional insights, but also a deep commitment to helping build libraries that truly welcome and reflect the diversity of all communities.
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