Serving Patrons with Disabilities

Ensuring accessibility is more important than ever; however, answering questions of what needs to be done and why to make a library accessible can be an uncomfortable and daunting hurdle to true inclusion. This book is a safe, nonjudgmental tool for overcoming this awkwardness, offering readers practical, to-the-point information and guidance that complies with the Americans with Disabilities Act (ADA). Its contributors showcase real-world stories and viewpoints that illustrate ways to provide excellent customer service and a safe environment to all patrons regardless of ability. Readers will learn about bridging the gap between people with disabilities and those without, through empathy, patience, and understanding; techniques for training staff and overcoming discomfort; making your library accessible for people with mobility issues; how to interact with and assist a person with limited sight or hearing; guidance for interacting with a service animal handler; advice on library programming for people with learning differences; and best practices for effective service to patrons who use a speech assistance device.