Bilingual Greetings in Federal Institutions : Let's Talk About It!

The purpose of the study was to better understand employees’ perspectives on the individual, organizational or social factors that influence whether an active offer is made. For example, these factors may relate to the individual interactions between front-line employees and clients, to organizational processes, structures or cultures, or to the linguistic makeup and dynamics of the communities in which federal offices are located. The study focused specifically on the moment when an active offer must be made, i.e., the moment of first contact with the client. It did not examine the issue of the availability or quality of bilingual services.