Research, Set, Action! A Participatory Research Framework for Addressing Language Barriers in Institutional Contexts
Kris Heylen (kris (point) heylen <at> kuleuven (point) be
)
Vrije Universiteit Brussel (VUB)
Le 2 avril 2025 à 11 h 30
Salle C-9019, Pavillon Lionel-Groulx — En présentiel, avec diffusion simultanée sur Zoom
Language barriers in institutional contexts present complex challenges for organisations across various sectors (Kerremans et al., 2018; Piacentini et al., 2019; Al Shamsi et al., 2020). Delivering high-quality services requires an approach that effectively addresses diverse stakeholders' needs, including service providers and users. Applied research plays a crucial role in identifying these needs and developing targeted solutions. However, a key challenge is ensuring these solutions are meaningfully aligned with stakeholders' real-world experiences and expectations. Another crucial challenge lies in ensuring the successful implementation and long-term adoption of these solutions, which depends not only on their practical relevance but also on the extent to which stakeholders feel engaged and take ownership of the process. This presentation introduces a participatory research framework (based on co-creation) designed to address multilingual communication challenges and language barriers in institutional settings between service providers and third-country nationals (TCNs). By actively engaging these stakeholders in the research process, the framework generates valuable insights based on their experiences while simultaneously co-creating practical, context-specific solutions. This approach builds on participatory action research principles, which emphasise collaboration between researchers and participants to develop interventions that are responsive to real-world needs (Chevalier & Buckles, 2019; Roura et al., 2021). The framework is illustrated through two case studies. The first project, conducted for and in collaboration with the Federal Agency for the Reception of Asylum Seekers (Fedasil) in Belgium and funded by the Asylum, Migration and Integration Fund (AMIF), involved the co-creation of multilingual informational videos for use in the Arrival Centre in Brussels. At this centre, Fedasil staff members assess whether TCNs are entitled to reception during the examination of their application for international protection (https://www.fedasilinfo.be/en/arrival-centre). The videos provide essential details about critical stages in the registration procedure for asylum seekers, including general orientation info, as well as info about medical and social screening processes. Crucially, this research illustrates how institutional communication can effectively integrate both the institution’s perspective—conveying essential procedural information—and the asylum seekers’ perspective, addressing their informational needs and uncertainties. This case exemplifies the potential of participatory research to foster inclusive communication through co-created resources that are directly relevant to the stakeholders involved. The second case, mHealth4All (https://www.mhealth4all.eu/)—an ongoing AMIF-funded project (Gutiérrez et al., 2023)—focuses on developing educational videos designed to raise awareness among healthcare professionals regarding language barriers and practical strategies to address them. This project follows a centrally coordinated but locally implemented participatory approach, where international project partners across different countries collaborate with local healthcare professionals to ensure the materials reflect diverse realities. Importantly, the project engages healthcare professionals as active co-creators—from script development to feedback on video content—reinforcing their critical role in recognising and managing language barriers in healthcare settings. Together, these cases highlight how research within a participatory research framework can enhance stakeholder engagement, improve the usability of the targeted solutions, and increase the likelihood of successful adoption.
Koen Kerremans is an Associate Professor at Vrije Universiteit Brussel, where he teaches both research methodology and courses focusing on translation practice (including terminology, technology for translators, and translation bureau simulation) in the bachelor's programme in applied linguistics and the master's programmes in translation and Linguistics and Literary Studies (profile: multilingual mediation and communication). His research interests include terminology, translation technologies, translation education, public service interpreting & translation, and multilingual professional communication.
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