If you haven't attended WebJunction's "Latinos and Public Library Perceptions Report - November 2008 Webinar", check it out at: http://www.webjunction.org/slo-webinars/articles/content/30106393

It contains lots of interesting facts about how latinos perceive (and use) their local public libraries. The most intriquing fact to me:

Of all the factors that influence use of the public library, the most important one is how friendly and welcoming the staff is. Staff attitude is more important than having Spanish language materials in the collection or even their ability to speak Spanish. But what's surprising about that? No matter how good the food is in a restaurant, I won't return if I don't feel comfortable.

Isn't it great that excellent customer service can begin with something understandable in all cultures: a smile.