28 August 2024 In Case studies By URelles

Case study: BAnQ

BAnQ: What is it?

Bibliothèque et Archives nationales du Québec (BAnQ), located in the heart of downtown Montreal, offers free and open access to the largest collection of French-language books and documents in America. Its team of more than 650 people seeks to continuously improve the quality of its services in order to play a leading role in the cultural field in Quebec and to be leaders in their fields of expertise.

The challenge

The Grande Bibliothèque, located in the heart of the city, plays an essential role as a meeting place and resource for the Montreal community. However, it faces a major challenge: managing interactions with a very diverse user population.

Library employees, often finding themselves poorly equipped to deal with these interactions, were faced with unforeseen and sometimes difficult situations to manage. The diversity of users, including seniors, people experiencing homelessness, people with disabilities, people facing mental health issues, and people of sexual and gender diversity, requires an inclusive and caring approach. Since employees do not always have the skills and tools necessary to effectively meet these varied needs, BAnQ called on the expertise of URelles.

Proposed solution

The support offered by URelles aimed to proactively respond to the challenges faced by BAnQ. Using a participatory and dynamic approach, we developed a customized training course called “Kindness and Unconscious Bias” to raise awareness and equip staff to better understand and feel confident in their interactions with a diverse clientele.

The training was co-constructed in advance with staff members to clearly identify their needs. In the end:

13 groups of approximately 20 people were trained during 2023, for a total of 195 employees
This interactive format allowed everyone to get involved and participate through personalized scenarios from their daily lives
The training was given separately to employees and managers, allowing everyone to be authentic and express their concerns.

“One of the best trainers and training sessions we have had in 18 years.”
– A training participant

DEI Impact

BAnQ employees gave the training they received a score of 4.7/5.

Staff were made aware of unconscious biases and their impact on daily interactions. By better understanding these mechanisms, employees are now able to adapt their behaviour and reactions in a more thoughtful and equitable manner. They were also equipped by learning basic intervention techniques, which fostered their sense of security and confidence in their work. Ultimately, 83% of participants felt better equipped to serve users following the training.

“This training is so relevant and up-to-date. I am very happy to have taken it. I continue to reflect on my biases (positive and negative).”
– A training participant

BAnQ employees gained a better understanding of DEI principles and their role in promoting inclusion. This increased awareness translated into tangible actions, as BAnQ actively continues to empower their employees to become ambassadors of change, challenge biases, and create a more inclusive and innovative work environment.

“I found the training very interesting and thought-provoking. The feedback from colleagues was also very enriching. Thank you very much!”
– Training participant

BAnQ’s collaboration with URelles illustrates its unwavering commitment to diversity, equity, and inclusion. By focusing on discussions based on employees’ lived experiences and equipping managers, BAnQ has set a shining example for other companies to follow.

What BAnQ thought of our collaboration

What was the impact of the training on the BAnQ?

“The comments that emerged referred to the strong impression left by the trainer as well as a desire to continue discussions between colleagues on specific situations and to push EDI learning further. Since the training, we have noticed a greater interest from several participants to deepen the concepts and knowledge.” – Sébastien Petterson, Equity, Diversity and Inclusion Advisor at BAnQ

If you had to choose three words to describe your collaboration with URelles, what would they be?

Professionalism
Excellent listening skills (to adapt to the situations experienced by the participants)
Availability

“Collaborating with URelles was a very positive experience that allowed several colleagues to become familiar with EDI and unconscious bias, complex but essential subjects.” – Sébastien Petterson, Equity, Diversity and Inclusion Advisor at BAnQ

About
Latest Posts

URelles

Auteur de l'article.