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How to Provide Accessible Library Service
Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. Our last article outlined accessible features in libraries. In this article, we cover what staff can do to create an accessible library service experience for patrons. In particular, we look at how staff can find ways to make their premises welcoming to patrons who need accessible features that a library does not have yet.
Library Accessibility Features
Under the Customer Service Standards of the AODA, service providers must make their goods, services, and facilities accessible to customers with disabilities. This article will outline some of the features that can make libraries accessible. Library accessibility features allow people of all abilities to enjoy reading and create community together.
Customers with Print Disabilities
Under the Customer Service Standards of the AODA, organizations must serve customers with print disabilities. In this article, we first describe what print disabilities are and then outline how providers can serve customers who have them.
Customers with Print Disabilities
What is a print disability?
A print disability impacts someone’s ability to read printed material. For instance, people with print disabilities may:
- Be blind, visually impaired, or deafblind
Providing Accessible Customer Service Feedback
Under the Customer Service Standard of the AODA, service providers’ policies must include how they will create processes for accessible customer service feedback. These processes must outline how providers will receive and respond to feedback from customers with disabilities about how accessibly they provide goods and services. Accessible customer service feedback ensures that customers with disabilities can communicate with organizations about how well they are meeting customers’ needs.
Temporary Service Disruptions: When and How to Notify Customers
Under the Customer Service Standard of the AODA, service providers must notify customers about temporary service disruptions. Temporary service disruptions happen when services that customers with disabilities might rely on are temporarily unavailable.
Temporary Service Disruptions
There are many reasons why different kinds of services might be temporarily unavailable, including:
- Scheduled maintenance on structural features, such as:
- Accessible parking spaces
- Ramps
- Unexpected events, such as:
- An out-of-order accessible washroom