Abstract
M.Inf.
South African libraries are enterprises where diversity is fast becoming the norm. Many
South African Librarians work in libraries where the need to educate staff to respect human
cultures in all their variety has been identified as a significant institution goal. Acquiring
knowledge and understanding of culture factors is the key to successful communication
across cultures. This study concentrates on how library managers should communicate with
employees in an inter-cultural environment as well as how employees should communicate
amongst themselves. Communication barriers between employees in libraries have been
discussed and it was concluded that a mastery of communication skills which includes an
understanding and appreciation of cultural differences is vital for South African libraries of
all colours and cultures. How to go about creating a multicultural library was discussed and
it was emphasised that library managers should take positive and measurable actions to
transform their libraries into multicultural enterprises.
The empirical study done at the Johannesburg Public Library indicated that Black South
Africans would like White South Africans to learn at least one Black language in order to
facilitate communication. Although not one White South African interviewed in this study
spoke a Black language, they experienced a certain degree of difficulty in understanding or
interpreting a Black's English or Afrikaans. With regard to non-verbal communication, eye
contact was equally important to both groups. Being on time was definitely more important
to Blacks than Whites. In terms of vocal quality, Whites found Blacks to speak too loudly
and were inclined to shout. In terms of world views, 80% of Blacks followed an Afrocentric
world view and 90% of the Whites followed a Eurocentric world view. The majority of
Blacks favoured intuitive thinking, 30% confirmed that analytical thinking was the only way
to think so as to arrive at a logical deduction. The question on stereotypes pointed to Blacks
mainly thinking of Whites as independent. Guidelines for effective inter-cultural
communication in South African libraries are provided.