Benchmarking multicultural services

NSW is one of the most multicultural states in Australia and public libraries play an important role in supporting in their diverse local communities. 

Public libraries across NSW deliver library services to support their culturally and linguistically diverse (CALD) communities, including collections in languages other than English (LOTE), multilingual programs, education and community partnerships.

The NSW Multicultural Library Service Benchmarks are best practice standards that libraries can use to evaluate their services to local CALD communities.

About the benchmarks

The benchmarks are written in a five-point scale that can be used to track progress in developing and delivering multicultural library services. 

There are benchmarks to evaluate five areas of library services:

1. Planning for library services relevant to CALD clients
2. Organisational capacity to develop and deliver multicultural services / collections
3. Quality of multicultural services / collections
4. Promotions and delivery
5. Evaluation of library services 

Background

The benchmarks were originally created in 2003 and revised following the Multicultural Libraries Services in New South Wales Public Libraries statewide research project in 2017. They have been updated in 2024 to reflect contemporary terminology. 

Benchmark categories

The benchmark categories move from Level 5 – Exemplary, which is the best possible practice for public libraries in relation to multicultural services and collections, to Level 1 - Entry, which represents a low level of practice. 

• Exemplary - Level 5
  Libraries have fully integrated the needs of the CALD population into their ongoing planning and operation. Activities specific to CALD users are clearly identified, measurable and form part of the mainstream activity of the library service. 
• Enhanced - Level 4 
  Libraries have a well-developed planning program and related promotional activities for CALD audience. These activities do not form a part of overall library activities, but are still evaluated by management.
• Average - Level 3
  Libraries undertake a range of collections /services planning, promotion and access activities. Limited evaluation of these services exist and therefore there is limited capacity to input into ongoing planning. 
• Improving - Level 2
  Libraries allocate limited resources to the area of multicultural service provision. 
• Entry level - Level 1
  Libraries undertake a level of activities relevant to the needs of CALD clients. These tend to be unplanned and ad hoc.

Using the benchmarks

Use the NSW Multicultural Library Service Benchmarks to evaluate your library’s services to your local multicultural communities and identify areas for improvement. You may find your library is performing at a different level for each benchmark.

Benchmark 1: Planning for relevant library services 

Exemplary

• Mechanisms exist which allow participation of diverse community representatives to identify their library service needs, wants and preferences.
• Comprehensive community data is used to inform library service planning. Data covering key demographic considerations such as English language proficiency (ELP), recency of arrival, immigration category and age.  
• Comprehensive library planning mechanisms exist which are inclusive of diversity issues and which allocate staffing, resourcing and planning. 
• Library has strong ongoing partnerships with CALD community organisations.

Enhanced

• Community engagement activities to inform library planning include CALD community input.  
• CALD demographic data is utilised as a planning tool, though the ethnicity data is not integrated with other data.  
• Multicultural services planning occurs but is not integrated with development of whole of library plans and allocation of resources.  
• Library has partnerships with CALD community organisations. 

Average

• Limited CALD community consultation mechanisms exist.
• Planning mechanisms exist to identify CALD issues but are not clearly linked to resource allocation.
• Limited CALD demographic data is utilised as a planning tool (eg. Language spoken at home only).
• Limited partnerships with CALD community organisations.

Improving

• CALD community engagement is limited to complaints and service feedback.
• Demographic data is not utilised in planning.
• Formal planning mechanisms exist but only includes CALD issues as part of Council’s community development goals.

Entry level

• No allowance for CALD community involvement.
• There is limited use of community population data.
• Planning mechanisms for multicultural services are informal and ad hoc.
• No strategy for the library to contribute to community harmony and social inclusion. 

Benchmark 2: Organisation capacity

Exemplary

• Multicultural policy exists and is integrated into the overall library policy structure.  
• Staff have the skills and capacity to develop and implement services for a CALD client base, which is developed through training, performance appraisal and organisational support.  
• The library demonstrates a strong relationship with local CALD communities, government and other organisations.  
• Resource allocation for multilingual library collections and services exists to meet CALD client needs.  
• Digital inclusion for CALD community members is a priority.  
• Bi-lingual and/or community language programming is offered (e.g. early literacy sessions, community language café and conversational English classes). 

Enhanced

• LOTE collection development policy exists but is not integrated into overall library policy structure.  
• Staff cross cultural awareness training is compulsory.   
• Use of LOTE resources is monitored and funding is protected.  
• Library builds relationships with local CALD communities, government and other organisations.  
• LOTE digital skills programming is available.  
• Bi-lingual and/or community language programming is offered (eg. early literacy sessions, conversational English classes). 

Average

• Library collection development policy exists with a specific mention of multicultural collection and service which is not detailed.  
• Cross cultural awareness training exists but is not compulsory for all staff.  
• Identified resources (staffing and budget) are allocated but are not monitored.  
• The library demonstrates a limited relationship with local CALD communities, government and other organisations.  
• Limited LOTE digital skills programming is available. 

Improving

• No formal identification of multicultural collection development policy.  
• No formal cross-cultural training for staff.  
• No identified multicultural resource allocation in response to community need (collections, programs, digital literacy and technology).  
• The library demonstrates an ad hoc relationship with local CALD communities, government and other organisations. 

Entry level

• No multicultural collection development policy exists.  
• No cross-cultural training for staff.  
• No identified resource allocation for CALD needs (collections, programs, digital literacy and technology).  
• The library does not have a relationship with local CALD communities and government organisations.

Benchmark 3: Quality of service and collections

Exemplary

• Comprehensive range of up-to-date materials that reflected community profiles and culture.  
• Services reflect community profiles and responds to needs identified in community consultations.  
• Collections easily accessed by CALD library users. Library Management System (LMS) displays non-Roman script. 
• Self-check units display instructions in common community languages.  
• Acquiring CALD community contributions to local studies collections including oral histories (in English and in LOTE) with transcriptions and translations.

Enhanced

• Minimum collection requirements (stock numbers and age of material) are identified for a range of language groups.  
• Services are reflective of identified community diversity.  
• Some degree of LOTE language cataloguing exists and computer catalogue advice and training is provided for and promoted to CALD clients.  Library Management System (LMS) can display non-Roman script.  
• Actively seeking CALD community contributions to local studies collections. 

Average

• Quality of collection varies across language groups, or is limited to a dominant language group.  
• Services reflect the needs of the dominant language group and no other CALD groups.  
• Computer catalogue advice and training provided for CALD clients, but not promoted to them.  
• Exploring options for CALD community local studies collections.

Improving

• Collection contains multilingual material though does not match current community profile. 
• Most CALD library users are offered library services in English only.  
• LOTE resources are not promoted. No CALD community local studies collections. 

Entry level

• Limited range of materials and out-of-date materials.  
• No specific multilingual services offered.  
• No multilingual cataloguing exists.  
• No CALD community local studies collections. 

Benchmark 4: Promotions and delivery

Exemplary

• Have a fully developed multicultural communication strategy which is:
  • Informed by language targeting and library service relevance. 
  • Integrated into the overall library or council communications program with a level of resources reflective of multicultural services. 
  • Matching relevance, message, and recipient using the most appropriate medium. 
  • Serviced by appropriate language resources to meet client LOTE needs    
• LOTE collections are promoted.  
• Library selects appropriate social media to promote library collections and services in LOTE. 

Enhanced

• Communication decisions and language targeting are based on client group analysis and relevance to multicultural service(s).
• Non-English communication strategies are developed as part of mainstream communications.
• Library undertakes translation of information documents and signage in priority languages.
• Some consideration has been given to the needs of diverse groups such as location, service points, etc.
• LOTE collections are promoted.
• Library uses social media to promote library collections and services in LOTE. 

Average

• A range of LOTE information media is used and based on client research.  
• Publicity materials are screened and tested for cultural appropriateness prior to placement in ethnic media.  
• Undertakes translation of information documents in languages based on collected client data.  
• Exploring options for using social media to promote library services. 

Improving

• No planned multilingual promotions exist.  
• Translated information documents are not supported by demographic data.  
• No multilingual signage.  
• Flexible approaches to service delivery exist but are not used to meet CALD client needs. 

Entry level

• There is no promotion of multicultural services.  
• There is no advertising in ethnic media.  
• Produces all formal documents in English only.  
• No multilingual signage.  
• Library policies and procedures have little provision for flexibility.

Benchmark 5: Evaluation

Exemplary

• Formal audience research is carried out at least biennially to assess the relevant success of libraries in meeting client needs. 

Enhanced

• Customer feedback mechanisms exist and responses are specifically requested from all library users.   
• Comprehensive library user research is undertaken to include CALD participants. 

Average

• Customer feedback mechanisms exist which have a capacity to meet CALD needs and are made available to library users.  
• Client research (eg. surveys and focus groups) is undertaken with provision for English and other main non-English language groups.

Improving

• Customer feedback mechanisms available but promoted only in English.  
• Some client research (eg. surveys and focus groups) is undertaken, but only in English. 

Entry level

• Feedback mechanisms available only in English and based on complaints.  
• No research is carried out to assess the relevant success of libraries in meeting CALD client needs. 

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