Ohio Reference
Excellence
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Special Groups
Helpful behaviors for working with people with special needs.
Special Situations
Working with the physically disabled, or those using wheelchairs or scooters.
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When talking with a person who uses a wheelchair or scooter for more than a few minutes, use a chair whenever possible in order to place yourself at the person's eye level to facilitate conversation.
- 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; clearing the aisles of excess debris for the use of mobility aids may be useful.
- Be alert to the possible existence of architectural barriers.
- Address the disabled person directly, not the person's companion.
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).
- 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.
Other Suggestions
- Try to keep your aisles clear of obstacles.
- Try to have some chairs that are at different levels. People can choose the most
comfortable for their own needs.
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:
- Choose software that complies with section 508 of the Rehabilitation Act.
- 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.
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.
People of different ages
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Be sensitive to the special needs of physically disabled patrons.
Using good lighting and large, clear signs can help patrons who have difficulty seeing
well.
 Disability Resources Librarians' Connections page has links "to make your library more accessible and inviting to patrons with disabilities." Includes listservs, e-zines, professional associations, assistive technology, special libraries, serving deaf patrons, etc.
Bexley Public Library offers
services in all departments for vision- or hearing-impaired users.
Guidelines
for Information Services [3.2] states that "the library should make service
areas for information services highly visible and accommodate the needs of users,
including users with disabilities."
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