LanguageLine Blog

Case Study: Bridging Language Gaps at Madison Public Library

Written by Scott Brown | November 11, 2024

One quiet afternoon at a Madison, Wisc., neighborhood library, a young woman approached the front desk. She knew almost no English, and her eyes held a mix of urgency and vulnerability. After a few moments of uncertainty, she pointed to a language list positioned at the library front desk.

The woman pointed to Fulani, a West African language. The librarian immediately connected with LanguageLine, initiating a live interpretation session. Through the interpreter, the library team discovered that she was newly homeless, searching for English classes and basic resources to navigate her new reality in Madison.

In a matter of minutes, library staff provided her with a map, connected her to nearby shelters, and arranged language classes through local partners.

This profound moment underscored the importance of Madison Public Library’s language services, supported by LanguageLine, which bridge linguistic and cultural divides to make life-changing connections. 

A Population Growing More Diverse Each Day


Two years ago, this interaction would not have been possible. In 2023, Madison Public Library received over 1.2 million visitors, with a growing number coming from non-English-speakers. The library serves a vibrant, multilingual community, where approximately 16% of residents speak a language other than English. However, language barriers made it difficult for patrons to navigate resources, understand policies, and engage with library services effectively. 


The library needed a reliable, user-friendly interpretation solution to enable communication with non-English-speaking patrons in a way that preserved their privacy.


Recognizing the need for accessible resources across languages, the City of Madison initiated the Language Access Plan to make library spaces welcoming for all. 
Through this initiative, LanguageLine now provides interpretation services at every library location, with access to over 240 languages.


“We want to meet people exactly where they’re at, and language accessibility is essential,” said Digital Services Manager Liz Boyd. “LanguageLine allows us to connect and build trust with the community we serve.”


The process is simple for patrons: they indicate their language preference at the front desk, and library staff initiate a session via the LanguageLine app. In seconds, patrons are connected to a live interpreter, making it easy to ask questions, navigate resources, and receive the support they need.


A Warm Embrace in a Foreign Language


Central to this implementation are specialized tech kits that enable staff to seamlessly connect patrons to LanguageLine interpreters. Each kit includes two sets of headphones for privacy, a telephone adapter, and a webcam for face-to-face video interpretation when needed—ideal for patrons using American Sign Language (ASL) or other signed languages.


The tech kits address key privacy concerns, allowing both patrons and staff to control volume for a confidential conversation. Each kit includes a quick-start guide to support staff confidence, ensuring the process is straightforward and accessible for anyone on the team. To reinforce familiarity, the library conducts regular training sessions.


Redefining Inclusivity for Library Visitors


The integration of LanguageLine has transformed Madison Public Library’s ability to serve diverse populations. Through on-demand interpretation and multilingual materials, the library has fostered an environment where all patrons feel welcomed, valued, and empowered to access information.


With LanguageLine, Madison Public Library has redefined what it means to be an inclusive community hub. No longer limited by language barriers, the library is a place of connection, compassion, and opportunity for every individual who walks through its doors.


We invite you to contact us so that we can learn more about your organization and the opportunities that exist to connect with all communities, regardless of language or culture.