SPEC Kit 321: Services for Users with Disabilities (December 2010)
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SPEC Kit 321: Services for Users with Disabilities · 11 Executive Summary Introduction When ARL last gathered information from member libraries about services for users with disabilities more than 10 years ago, several trends emerged. There were a growing number of library users with a broad range of disabilities. While physical access to libraries was improving, more work remained, particularly in older buildings. Assistive technology was prevalent, but equipment maintenance could be an issue. And staff training and attitudes were the weak link in the ser- vice chain. This survey sought to better understand library services for users with disabilities today and how accessibility has changed for them in the complex en- vironments of ARL libraries. It explored what services are being provided and how users are made aware of them what assistive technologies are being offered to- day and who maintains them which library staff have responsibility for providing services and how are they trained and what service policies and procedures are in place for users with disabilities. The survey was conducted between August 23 and October 15, 2010. Sixty-two of the 125 ARL member libraries completed the survey for a response rate of 50%. Library Staff Assistance All of the responding libraries provide assistance with retrieving books and other materials from the library stacks. All but a few help users with disabilities to search the catalog and other online resources, and to copy, scan, or print library materials. Some provide de- livery service to buildings on campus, assistance with adaptive equipment, and directional assistance for us- ers with visual impairment. Library staff will also or- der alternative format textbooks or special equipment, if needed. A significant number of respondents also of- fer proxy borrowing cards and extended loan periods. While it is common that students first register with their university’s office of disabilities services to ob- tain a referral for library assistance, almost all of the responding libraries report that users may approach any service desk to request assistance or may request an appointment by phone or e-mail. About half of the respondents also have an online request form about a quarter have a special service desk. Workspace Accommodations Workspace accommodations are quite varied among the respondents. A majority of the responding librar- ies (52 or 84%) provide height adjustable workstations, a relatively inexpensive solution and a minimal ac- commodation for people who are in wheelchairs or who simply need adjustable furniture. One library mentioned that all of their study carrels and tables are wheelchair accessible. Thirty-seven respondents (60%) provide some kind of assistive technology on their general-purpose public computers (several mentioned the Microsoft accessibility package and/or Zoom Text) and well over half provide workstations in a quiet or separate workspace of some kind. Other workspace accommodations include circula- tion of special equipment and laptops outfitted with specialized software, accommodation for seeing-eye dogs, light dimmers and window blinds, improved lighting for less reflection and better color rendering, sound-proofed or non-quiet rooms for dictation, and voice recognition tools. As might be expected, given the range of size of the responding libraries and differing models of col- laboration with campus disability offices, the number