An analysis of official language policies and their relationship to everyday language use in multilingual bank settings in the Free State province

Abstract

This study intended to provide an analysis of the language use in the multilingual setting of banks in the Free State Province. The study further determined the status of African languages in the banking sector in relation to perceptions about the use of African languages when transacting and communicating in the banks. The study also highlighted the importance of language planning and policy in the banks. Mixed methods of conducting research, that is, qualitative and quantitative research methods were employed by the study, and questionnaires, interviews and observations were used to collect data. Banking clients and consultants were sampled randomly in the banks operating in the five cities/towns of the Free State Province, namely Bloemfontein, Harrismith, Welkom, Trompsburg and Sasolburg. The rationale for this study was that the use of English as sole language of business and communication in the banking sector has continued without being challenged, while African languages are not used. The language used by banks in their signage inside the banks, official documents such as loan contracts, agreements, investments, and savings documents are written in English, whereas the majority of customers at most banks are speakers of African languages