Final Letter Report on the New York Public Library’s Provision of Website Translation Services

Introduction

This Final Letter Report concerns the New York City Comptroller’s audit of the New York City Public Library’s (NYPL’s or the Library’s) provision of website translation services. The objective of this audit was to determine whether the NYPL is complying with standards for website translation services as defined in Local Law 25 and other relevant laws, standards, and guidelines.

Audit Findings and Conclusions

Our audit found that the NYPL generally complies with the website translation standards prescribed by Local Law 25 and other relevant laws, standards, and guidelines. The NYPL’s website, found at https://www.nypl.org/language, includes a translation feature for viewing text and essential information in various languages, including the above-noted top 10 designated languages. In addition, this translation feature is identifiable in a manner that is comprehensible to speakers of the seven most commonly spoken languages in the City.

Our audit also found that the NYPL’s website provides important information regarding its functions and services, which includes information pertaining to the NYPL’s COVID-19 efforts, fines and fees, general policies and rules, internet safety tips for children and teens, library card terms and conditions, rules and regulations. However, although most of the webpages that contain this information can be translated and viewed in each of the top 10 LEP languages as determined by City law, we found that some of the webpages are offered in only some of the City’s top 10 LEP languages. The following are examples of those webpages and the languages in which they are translated:

• Coronavirus (COVID-19) Information (Bengali, Spanish, Russian, Chinese)
• General Policies and Rules (Bengali, Spanish, French, Russian, Arabic, Chinese)
• Internet Safety Tips for Children and Teens (Spanish, Chinese, Russian)
• Library Card (Spanish) and Simply E (app) (Spanish, Chinese, Arabic and Russian)
• Website Terms and Conditions (Spanish, Russian, Chinese)
• The Flickr Commons (Russian, Chinese, Spanish)
• Privacy Policy (Spanish, Chinese, Russian)

The NYPL’s website has a language services page notifying users that they have access to free interpretation services at all locations that interact with the general public. The page also informs users that NYPL will provide free language services, including written translations and in-person or telephonic interpretation, to any person requiring assistance, and that they can email access@NYPL.nyc.gov for more information.

While translating English-language documents upon request is a helpful temporary practice, the NYPL should ultimately make its essential documents available directly on its website, through a translation link, in the 10 LEP languages that are most commonly spoken in the City. That work, once completed, would ensure that the NYPL is in full compliance with the standards for website translation services as exist in the City by virtue of Local Law 25 and other relevant laws, standards, and guidelines. Such action would further evidence the Library’s commitment to the relevant ALA policy referenced above.

Audit Recommendations

We recommend the following two measures to ensure that the NYPL maintains general compliance with the standards for website translation services as defined in Local Law 25 and other laws and guidelines that establish standards and methods for multilingual access to essential services in the City, and thereby ensure that it effectively meets the needs of residents with limited English proficiency who access Library services online.

Agency Response

In its response, NYPL agreed with the audit’s findings and recommendations, stating, “The New York Public Library is committed to serving this diverse city and making its free resources and collections accessible to non-English speakers. We have made great progress and will continue our work, specifically addressing the Comptroller’s recommendations and findings as practicable.”