Posting by becky h.

Article: "New Language Features Introduced on DNR Phone Service" By Patty MurrayMonday, November 5, 2007.

"The Wisconsin Department of Natural Resources is going bilingual. The agency is launching one of the country’s first multi-language customer help lines aimed at hunters and sportsmen. Callers to the DNR’s customer help center will her that the agency not only has longer hours, but that languages other than English are nowavailable. The line is staffed to answer people whose primary languagesare Hmong or Spanish.The DNR is using existing staff to answer questions, and it hired people who speak Spanish or Hmong to fill vacancies. Secretary Matt Frank says it hasn’t cost his agency any more money to offer the bilingual service, and he says it will better serve everyone who has a question about licensing or regulations. He says he can’t say how many people with limited English proficiency who maybe speak Hmong or Spanish have tried to call in the past. He says it may be that people just assumed they wouldn’t be able to get an answer. He says they want it possible for everyone to call. One doesn’t even have to use a phone to get customer service. Frank says customer service representatives will be able to answer questions via online chats through the DNR’s website.The expanded customer services quietly went into effect in June. More than 16,000 calls were taken last month and Frank expects that number to rise as more people become aware, and as more questions arise as the gun-deer season approaches later this month.The toll-free information number is 1-888-WDNR-INF."

Becky's comments on the above article: I found this article to be very interesting because it shows that even though we think we are doing a good job communicating there are ways that we can improve. If someone does not understand the language, the rules and laws mean nothing. With the rapid changes in technology we sometimes forget the basics. Understanding what is being communicated, whether it is written or communicated verbally has to be interpreted by the receiver to be effective. If a language barrier exists, effective communication can not happen. According to this article, adding abilingual staff, will not only help with the phone calls but also with any questions online. Language is a great communication tool if everyone can understand what is being said.

by becky h.