Serving Patrons with Disabilities
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This document provides guidance for libraries on serving patrons with disabilities. It defines important terms related to disabilities and discusses why libraries should make efforts to be more accessible. Tips are given for interacting with patrons with various disabilities, including visual, hearing, physical, cognitive/intellectual, learning, and autism spectrum disabilities. Guidance is also given on making events and group programs more inclusive and on using respectful language when addressing patrons. Resources for additional information and support are listed.
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Serving Patrons with Disabilities
- 2. Important Terms • Impairment • Disability • Handicap
- 3. Why reach out? • More accessible library = more foot traffic in the library • Legal implications • They’re a part of your community!
- 4. What do they need? • Resources! • Everyone is different • Listen to the individual
- 5. Universal Tips • Address the person • Be patient • Clear speech • Don’t assume or patronize
- 6. Examples • Visual impairment/blindness •Keep aisles clear •Good lighting •Offer large print & accessible digital materials •Give descriptive direction •Don’t grab the patron
- 7. Examples • Hard of hearing/Deaf/deaf •Be aware of your mouths’ visibility •Face the patron. Try 3 - 6 ft •Speak naturally •Have handouts •Be patient. Repeat. Rephrase
- 8. Examples • Physical Disability •Keep aisles & handrails clear •Accessible tables •Have a seat available •Sit for long chats •Don’t touch someone’s chair without asking first
- 9. Examples • Cognitive/Intellectual Disability •Don’t underestimate ability •Use universal graphics •Give clear instructions & demos •Be patient •Involve in age/interest appropriate programs
- 10. Examples • Learning Disability •Allow time to process info •Reword, don’t repeat •Tell and show •Offer alternate formats •Offer notetaking tools
- 11. Examples • Autism spectrum •Use preferred communication style •Use concrete, idiom-free terms •Have quiet, distraction free areas •Kids: Be predictable in storytime structure & flexible with participation •Use positives when describing rules
- 12. What about group events? • ASCLA tip sheets • Universal design • Allow their own tools/helpers • Know accessible tech resources
- 13. Addressing the patron with respect aka Words, words, words
- 14. Addressing the patron with respect •The best words for someone are those they choose for themselves
- 15. Addressing the patron with respect •Everyone is their own person, not a disability •People first language
- 16. Addressing the patron with respect • Address the person • Avoid offensive language • Apologize if corrected • Don’t stress colloquial terms
- 17. Addressing the patron with respect Word choice: •NCDJ style guide •Follow their lead
- 18. Resources • ASCLA tip sheets • NCDJ style guide • Library Services for Persons with Disabilities (LSPD) interest group We have a handout!
- 19. Stephanie Irvin Outreach Librarian GLASS 404-235-7157 sirvin@georgialibraries.org Dyana Costello Banks Training & Outreach Coordinator Mountain Regional Library System 706-379-1327 outreach@mountainregionallibrary.org Library Services for Persons with Disabilities (LSPD) interest group lspd-l@georgialibraries.org New members welcome!