Special Groups

From SLNSW

Helpful behaviors for working with people with special needs.

Contents 1 Special situations 2 Patrons who are hard of hearing 3 For the blind patron or patron who has difficulty seeing well 4 Communications and technology considerations 4.1 Major Point: We need to be sensitive to the special needs of physically disabled patrons, in the library or when designing Web sites and remote services.

Special situations

Working with people with a disability, or those using wheelchairs or scooters.

• Do not move a wheelchair, crutches, or other mobility aid out of reach of a person who uses them.
• Do not push a mobility aid without first asking the occupant if you may do so, lean on a person's mobility aid when talking, or pat a person who uses a wheelchair or scooter on the head.
• Make sure that audiovisual equipment does not block the view of people who use accessible seating
• Be alert to the possible existence of architectural barriers.
• Be mindful of barriers such as chairs which may get in the way of you helping them.
• Address the disabled person directly, not the person's companion.

Disability Etiquette Tips, Beth Loy, Job Accomodation Network, WVU.

Patrons who are hard of hearing

• Be sure you have the person's attention before speaking.
• Be sure the person can see your face as you speak. Don't put your hand in front of your mouth while you talk or talk as you walk away from the patron.
• Speak slowly and clearly, but don't exaggerate your lip movements (that may distort words).
• Use key phrases, and be concise.
• Try to maintain eye contact. This helps keep the feeling of direct communication.
• If a person does not understand your words, try a different phrase. Some words are at a pitch that can't be heard, no matter how loud you say them.
• Don't be embarrassed about asking the patron to write down a question, or writing down information yourself.

For the blind patron or patron who has difficulty seeing well

• There's no need to feel self-conscious about using phrases like, "I see what you mean" or "Let's take a look."
• A blind person will take your arm if they need you to physically guide them.
• Have good magnifying glasses available.
• Be sure you have good lighting and large, clear signs.

Communications and technology considerations

Recommendations for digital, virtual, or remote reference for patrons or staff with disabilities require considerations in technical set-up of supporting software. Consider these options:

• Use software with non-text options such as voice-over-IP.
• Provide text on the web site that directs screen-readers to an email form or alternate contact information.

Guidelines for Implementing and Maintaining Virtual Reference Services

Major Point: We need to be sensitive to the special needs of physically disabled patrons, in the library or when designing Web sites and remote services.