1. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Information as refuge: Informing refugee support service planning & policies Presented by Asim Qayyum, Charles Sturt University Research team Asim Qayyum, Annemaree Lloyd, Kim Thompson, & Mary Anne Kennan, - all from Charles Sturt University

2. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Purpose of this study The purpose of this study is to map and understand provision and sharing of information between service providers and settling refugees (settlers). The central concern is how service providers support refugee information acquisition through social networks, processes and contexts to enable successful transitions to their new living environments. Investigate the information practices of agencies and the methodologies they adopt to interact and engage with settlers and among themselves

3. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Significance of study The significance of the study lies in understanding how service providers and agencies on the horizon facilitate information access and acquisition, the lack of which makes it difficult for refugees to establish the trustful relationships that are so critical for resettlement in a new country It is not well understood: how the different information practices within the information horizon are perceived or understood by immigrant groups and, how effective various information practices are in helping refugees to settle and adjust

4. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Research Questions RQ1: How well do the refugees recognize and understand their new information horizon when they relocate from their countries of origin? RQ2: How do service providers (SPs), who help refugees settle in unfamiliar new territories, enact practices that enable participation and reduce refugees barriers to information acquisition and use? RQ3: How well do SPs coordinate and administer their efforts while sharing information among themselves (i.e. with other service providers)?

5. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER 3-Phase (Qualitative) Research Design Phase 1: A steering committee was formed of the research team members, representatives of key service provider agencies, and refugee settlers. Phase 2: Semi-structured interviews were held with five participants from service provider agencies and ten settlers Phase 3: Two focus groups were held, one each with service providers and settlers

6. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Mapping the settlers Information Horizon The study findings Mountain Landscape - Tauplitz Austria, http://www.flickr.com/photos/23335209@N02/2365227884 Multicultural Council (MC) Centerlink Secondary service providers Other providers Tertiary service providers Primary Service Providers

7. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Information sharing & communication among the service providers Organizational partnership terms may be dictated by a donor e.g. department of immigration. Library viewed as recreational venue rather than as an information provider. The flow of information between service providers usually uphill to downhill, and sometimes between secondary providers. The commercial concerns (distant peaks) work in isolation as they bring in overseas workers, conduct their own orientation programs based on their own experiences and interests. The study findings

8. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Expectation of cooperation from other agencies Multicultural Council expects (and receives) cooperation from other agencies for conducting settler training session including dept. of Community Services, Legal Aid, Police & Fire departments, and the Family Relationship Centre. Library conducts introductory workshops to introduce the city and its people with the help of other providers. Multicultural Council works with education providers to help train the settlers. Multicultural Council to work with employers for job creation and to change perceptions of local businesses towards settlers. The study findings

9. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Funding the service providers Primary service providers receive money from Dept of Immigration (DOI). Also seek special project funding and the money can come from the local council or DOI. Commercial organizations self-fund the settling of new comers. Faith based organizations are mostly funded by their members/parents organizations. May apply for special project funding, e.g. KNECT project. The study findings

10. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Servicing and communicating with settlers Primary service providers provide both short term immediate support, and long term support Support provided mostly face-to-face or through documents, sometimes with pictures. Secondary providers, e.g. the library rely on people accompanying the settlers to relay their messages. Assessing the effectiveness of services provided is almost non-existent. The study findings

11. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Marketing of services by service providers Non-existent marketing and Multicultural Council at a loss on how this can be done. For the secondary service providers, mostly it is the referral from the primary providers, or word of mouth advertising. Websites are there but usually part of a bigger entity. The service providers do not even recommend clientele to visit their websites. The study findings

12. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Information needs of service providers Language support is needed, even for commercial sector. Settlers sometimes act as interpreters Library looked upon as the place to find information about individual cultures. Struggling with budgetary and resource constraints. Need to train staff in cultural issues. Reactive actions require information as case workers encounter new situations (leading sometimes to workshop development). The study findings

13. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER The issue of trust The existence of Power relationship: Within service providers and settlers Within communities Within families Organizing community events is one way service providers gain the trust of settlers The study findings

14. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER RQ1 Discussion - How well do the refugees recognize and understand the information providers information horizon Complex horizon - Settlers can distinguish and recognize just the primary peaks, and thus turn to the primary service providers in case of difficulties. The missing human touch - Orientation tours should focus on people and the services, not just buildings and places. Thus assurance needed from a person that they will be welcomed back. Especially important for public libraries as they need to be able to live up to their image of being a safe and friendly meeting place.

15. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER RQ2 Discussion – What practices are enacted by service providers to enable participation and break information barriers Service providers conduct seminars, workshops, fairs to maintain a constant flow of information to settlers. Information lost because of information overloads. Settlers look to multicultural Council for their information needs Employment for participation - Education as a pathway seems like a longish path, which includes mastering English and does not recognize previous qualifications and experiences. Social Exclusion develops by working in low paid jobs, leading to low levels of social interaction with locals and limited information networks.

16. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER RQ3 Discussion – How well do service providers share information among themselves The primary service providers do meet but ad hocism seems to prevail in these exchanges as no great importance was attached to these events. Lack of coordination between the primary service providers and secondary providers. One off individual efforts exist on ground

17. DO NOT PLACE ANY TEXT OR GRAPHICS ABOVE THE GUIDELINE SHOWN DO NOT PLACE ANY TEXT OR GRAPHICS BELOW THE GUIDELINE SHOWN TO EDIT GRAPHICS IN THE MASTER SELECT: VIEW > SLIDE MASTER TO APPLY PAGE STYLES RIGHT CLICK YOUR PAGE >LAYOUT SCHOOL OF INFORMATION STUDIES, FACULTY OF EDUCATION TO EDIT THE FOOTER IN THE MASTER SELECT: VIEW > SLIDE MASTER Conclusions Service providers must ensure participation of refugees in the community so that they feel like contributing members of the society. It is only then that the information barriers will come down and communication between cultural groups will happen. Settlers feel included when they have a decent job. Lack of resources and rigidity of the funding guidelines are not encouraging the efforts on ground.