Communication sits at the heart of librarianship. It shapes not only how information is shared and understood, but also how the library itself is perceived by its community. Effective communication makes information more accessible, while also making the library’s services, policies, and values visible and meaningful.
Communication is central to my career goals in librarianship. Whether through reference interactions, instructional materials, or public-facing content, I aim to communicate clearly across formats and audiences to support users and build trust.
My Growth
Before entering the MLIS program, my understanding of communication was largely shaped by my experience in social media. In the social media field, communication often prioritizes capturing attention quickly to maximize engagement. In that environment, I witnessed how the pressure for visibility could lead to the use of communication strategies such as attention-grabbing clickbait and, at times, the distortion of information. What concerned me most was the “visibility equals authority” logic, where information gains credibility simply through its reach, regardless of its accuracy. This realization became one of the primary reasons I decided to pursue librarianship, as I wanted to explore what effective communication could look like when they are not driven solely by engagement, and what the true goal of meaningful communication is when visibility is no longer the answer.
Through my MLIS studies, I came to see librarianship as a vital counterweight. While communication in libraries still values engagement, its primary focus is on empowering users through reliable information and, ultimately, providing them with the agency to independently navigate the information landscape.
Key Artifacts
1. Health Information App for Newcomers (UX Design Project)
Through my coursework in User Experience (UX) design, I learned that communication is not just about delivering information, but about presenting it in ways that match users’ situations. Effective communication in librarianship begins with understanding the user. In this design course, I learned to use user personas as a powerful method to better understand patrons that can be applied in various library work. Creating effective user personas requires going beyond basic demographics to understand users’ context, emotions, and the challenges they face when seeking information.
One example of this approach was my work on a health information app for newcomers. At the beginning of the project, our team relied primarily on Statistics Canada data and focused on surface-level demographic information such as where newcomers were coming from to make decisions on which languages we should support through translation. While this helped reduce visible language barriers, it also assumed that language was the main issue, when in fact users’ challenges were shaped by broader and nuanced cultural differences and emotional factors.
As the project progressed, we decided to conduct further research to dig deeper into understanding newcomers’ resettlement processes and the specific challenges they face at different stages. We found that many immigrants come from very different healthcare systems. As a result, in addition to language barriers, they must navigate entirely different healthcare processes, which can create confusion and additional stress. Many are also dealing with other challenges in their lives, such as unstable housing and the absence of friends or family for support, which can lead to a sense of isolation.
In response to these challenges, we adapted our communication approach and became more attentive to clarity and guidance. For example, we simplified complex healthcare terminology and provided explanations for Canadian-specific concepts such as “family doctor.” We also structured information into clear, step-by-step processes to help users understand what to do at each stage. In addition, we aimed to reduce the sense of isolation by communicating a sense of support and reassurance. This included maintaining a clear and approachable tone, anticipating common points of confusion, and using visual elements to create a sense of belonging.
2. Reference Interaction: Indigenous Hackathon Inquiry (David Lam Library)
My experience in reference work further showed me that communication in librarianship is not one-directional, but a two-way conversation between the librarian and the user. Rather than a single, transactional exchange in which a user asks a question and the librarian simply provides an answer, effective communication in reference interactions is an ongoing process that involves active listening, asking clarifying questions, and adapting responses accordingly.
For example, I worked with a patron who approached the desk asking about the feasibility of an Indigenous hackathon project. The request was initially broad, and it was not clear what aspect of feasibility they were interested in. Before trying to answer the question, I asked a few follow-up questions to gather more information, and I learned that they were actually trying to assess whether such a project could find potential collaborators and identify available sources of funding and support. This clarification helped narrow the initial inquiry into a more focused research question.
In response, I guided the patron toward a range of relevant resources, including examples of similar initiatives, information on community partnerships, and cost information from potential vendors. At the same time, through our conversation, I recognized that this was the student’s first time working on an Indigenous-related project, so I provided additional guidance and resources on how to approach the topic respectfully, such as potential ethical considerations and appropriate ways of engaging with Indigenous communities.
By approaching communication as a dynamic, two-way process, I was able to not only provide the requested information but also identify the user’s underlying needs and offer tailored support accordingly.
3. Multimedia Communication Design: Genre Guide, Board Game One-Pagers, and Service Video
While my understanding of communication has evolved beyond my experience in social media, I have continued to draw on the strengths I developed in that field, particularly in using multimedia to engage diverse audiences. In my Reader’s Advisory coursework, I created a genre guide that introduces science fiction to a general audience. Instead of relying on dense text, I used concise descriptions and a thoughtful layout to help users quickly identify materials that match their interests.
I carried this approach into my work at the David Lam Library. One of the projects I participated in was building a board game collection. I was responsible for developing one-pagers to introduce the collection and support users in exploring and selecting games. I focused on presenting information in a way that was both accessible and engaging, combining key textual details with appealing visual elements so the content could be understood at a glance. Because this is a game collection, I also intentionally used a playful tone and colorful images, aiming to balance professionalism with approachability.
Another public-facing project I worked on was creating a service introduction video for the David Lam Library. In this project, I paid close attention to pacing, tone, and how information comes across through both visuals and audio, aiming to make the content both clear and inviting.
Areas for Further Growth
My transition from social media to librarianship has shifted my focus from capturing attention to using communication to support understanding and build trust. As I move into my professional career, I hope to continue applying my digital media skills to develop communication practices that not only connect people with information but also help foster relationships between the library and the community it serves.