Enhancing Library Accessibility: A.D.A. Compliance Guidelines and Customer Service Tips

Explore the importance of A.D.A. compliance and inclusive customer service at libraries. Tara Kehoe presents strategies for connecting people with information through respectful communication and thoughtful design. Learn about person-first communication, age-appropriate interactions, and considerations for service animals. Discover valuable tips on communication, design, and accessibility best practices to better serve all library patrons.

• Library Accessibility
• A.D.A. Compliance
• Customer Service
• Inclusive Communication
• Design Guidelines

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1. Open to All: A.D.A. Compliance and Beyond at Your Library New Jersey Library Association Pre-Conference May 16, 2016 1 Connecting people with information through libraries Connecting people with information through libraries

2. Presented by Tara Kehoe 2 Connecting people with information through libraries

3. 3 Connecting people with information through libraries

4. 4 Connecting people with information through libraries

5. Communication/Etiquette Design for all in Mind Quality Customer Service 5 Connecting people with information through libraries

6. Think abilities (not disabilities) Person-first communication Do not assume help is needed Be direct 6 Connecting people with information through libraries

7. No need to shout (unless you need to shout) Be age-appropriate Be sensitive to physical contact 7 Connecting people with information through libraries

8. Communication/Etiquette: Service animals 8 Connecting people with information through libraries

9. 9 Connecting people with information through libraries

10. If the background is light,the text is dark Uncluttered Grey Favorite Font Family: Sans Serif! Use: Arial, Verdana, & Tahoma. 10 Connecting people with information through libraries

11. 1.25 minimum spacing Avoid italics if possible (underline instead) Avoid shadowed letters Avoid div- ided lines 11 Connecting people with information through libraries

12. Present with all in Mind Bigger! Headings 32+ points Sub-headings 30+ Text 28 + 12 Connecting people with information through libraries

13. Present with all in Mind: Images Offer alternative text for images: This is a photo of yellow lines on a highway. 13 Connecting people with information through libraries

14. Web Design with all in Mind ADA Web Compliance What is coming? Web Content Accessible Guidelines 2.0 (WCAG) 14 Connecting people with information through libraries

15. Quality Customer Service By phone 15 Connecting people with information through libraries

16. Quality Customer Service By email And beyond 16 Connecting people with information through libraries

17. Wrapping up questions? 17 Connecting people with information through libraries

18. References 1. Accessible Design. (Lighthouse International). Retrieved March 23, 2015, from web site: http://li129- 107.members.linode.com/accessibility 2. Accessibility. (World Wide Web Consortium WC3). Retrieved March 16, 2016, from site: https://www.w3.org/standards/webdesign/accessibili ty 18 Connecting people with information through libraries

19. References 3. ADA Best Practices Tool Kit for State and Local Governments. (ADA). Retrieved March 17, 2017, from web site: http://www.ada.gov/pcatoolkit/chap5t oolkit.htm 19 Connecting people with information through libraries

20. References 4. Color and Text Guidelines. (American Printing House for the Blind). Retrieved March 17, 2016, from web site: www.aph.org/files/research/ppt_guidelines .ppt 5. Customer Service Tips. (Library Connections). Retrieved March 16, 2016, from web site: http://www.librariesandautism.org/downloa ds/TipsHandout--2013.pdf 20 Connecting people with information through libraries

21. References 6. Frequently Asked Questions about Service Animals and the ADA. (US Department of Justice, Disability Rights.) Retrieved March 28, 2016, from web site: http://www.ada.gov/regs2010/service_ animal_qa.html 21 Connecting people with information through libraries

22. References 7. Library Accessibility- What you Need to Know. (ALA). Retrieved March 22, 2016, from web site: http://www.ala.org/ascla/asclaprotool s/accessibilitytipsheets 22 Connecting people with information through libraries

23. References 8. Statement of Regulatory. (Department of Justice). Retrieved March 17, 2016, from web site: http://www.reginfo.gov/public/jsp/eAg enda/StaticContent/201510/Statement _1100.html 23 Connecting people with information through libraries

24. References 9. Web Content Accessibility Guidelines (WCAG) Overview. (World Wide Web Consortium WC3). Retrieved March 16, 2016, from web site: https://www.w3.org/WAI/intro/wcag.p hp 24 Connecting people with information through libraries

25. References 10. What do you do when you meet a blind person? Proper Etiquette for Interacting With a Person That Is Blind or Visually impaired. (State of New Jersey Commission for the Blind and Visually Impaired). Retrieved March 16, 2016, from web site: http://www.state.nj.us/humanservices /cbvi/faq/etiquette/blind 25 Connecting people with information through libraries