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ABLS Librarian's Guide to Accessibility

Make your library accessible

Etiquette Matters

The first part of offering accessible customer service is understanding how people communicate and interact with others. This is part of what we call Etiquette. This section offers some basic guidance in accessibility etiquette to help improve your customer service experience.

Etiquette In Person

When interacting in person with someone with a disability.

When someone is by themselves:

  • Speak directly to them
  • If it appears that someone needs help, ask first if they need help
  • When speaking with someone in a wheelchair place yourself at eye level in front of the person
  • Reassure anyone who is apologetic about saying they use “books” or “read”

When a person has a helper with them:

  • Try to speak directly to the patron, rather than the helper.
  • Many patrons with disabilities are still able to fully communicate and advocate for themselves.

Etiquette by Phone

If talking on the phone with a patron and they are having a hard time understanding you, take a moment to understand what's happening and why it is happening. You and they could have background noise or bad phone connections. To help you and the patron try to the following:

  • Ask them to repeat what they’ve said
  • Repeat what you understand them to say
  • Find keywords in the conversation to help you communicate better

If these suggestions don't help improve communication by phone, you may want to offer other methods of communication like email or a chat service if available.

Blind & Visually Impaired Etiquette

If you notice a customer approaching that is blind or visually impaired:

  • Introduce yourself by name and as a staff member before offering any assistance or asking how you may assist.
  • If in a group, let everyone ID themselves.
  • Let the person request your assistance with navigation, before asking
  • If they request assistance with navigation, offer your arm to hold on to. Never pull anyone along.
  • Do not move the person's personal belongings
  • If they have a guide dog, remember they are a service animals, are on duty and should not be disturbed. Don’t pet guide dogs or offer them food or distract them when they’re working It could be a risk to do anything that may distract the dog on duty.
  • When offering assistance, don’t use visual direction, be specific about what is around you as you navigate.
  • Mention when you are leaving a room or ending a conversation
  • It’s okay to use the words “look” or “see” or phrases like “did you hear about”

Additional Helpful Information

 

Deaf & Hard of Hearing Etiquette

When interacting with those who are Deaf or hard of hearing here are some tips for communicating better, particularly if you don't know American Sign Language:

  • Keep a pencil and paper in handy to communicate with deaf or hard of hearing customers.

  • If talking on the phone and they are having a hard time understanding you, offer other methods of communication like email or a chat service if available.

  • It’s okay to use the words “look” or “see” or phrases like “did you hear about”

  • If a customer has an interpreter, speak with the person not the interpreter

Additional Helpful Information

Mobility Etiquette

Interacting with a customer who has mobility issues is different from visual and hearing accessibility issues. The main focus should be on meeting the customer where they are and interacting with them in a way that is comfortable for both of you.

  • Don’t force someone in a wheelchair to look up for extended periods. Meet them at their eye level for long conversations.
  • When speaking with someone in a wheelchair for an extended period, it is recommended to find a way to speak at eye level with the them by finding a place to sit and face them to speak.