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.

1. 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!