ALA Code of Ethics 9th Principle: COPE Ableism Q&A

Persons with disabilities include those who have temporary or long-term physical, mental, intellectual, perceptual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others.

We recognize that disability and its definitions are evolving; disability results from the interaction between persons with impairments and attitudinal and/or environmental barriers that hinder their full and effective participation in society on an equal basis with others.

Access Living: Ableism 101 defines ableism as: 

Ableism is the discrimination and social prejudice against people with disabilities based on the belief that typical abilities are superior. At its heart, ableism is rooted in the assumption that disabled people require ‘fixing’ and defines people by their disability. Like racism and sexism, ableism classifies entire groups of people as ‘less than’ and includes harmful stereotypes, misconceptions, and generalizations of people with disabilities.

Human Rights

The United Nations (UN) Convention on the Rights of People with Disabilities (CRPD), approved by the UN in 2007 (which went into effect in 2008), is a formative statement on how we approach disability librarianship and our thinking on the Ninth Principle.

The CRPD no longer regards disability as a personal condition or individual deficit but rather as the result of “the interaction between persons with impairments and attitudinal and environmental barriers that hinder their full and effective participation in society on an equal basis with others” (Preamble (e)). Reflecting this paradigm shift, accessibility is one of the central principles of the CRPD.

Accessibility is a fundamental precondition for persons with disabilities to enjoy their human rights. Without accessibility, persons with disabilities cannot live independently and participate fully and equally in society. 

As access to information and knowledge is a key factor for social and political inclusion, libraries have a key role to play in implementing the rights of persons with disabilities set out in the Convention, specifically from a legal aspect.            

Legal Rights

Many nations have laws that prohibit discrimination against people with disabilities. The UN Fact Sheet on Persons with Disabilities reports that 45 countries outlaw discrimination against people with disabilities. 

The United States passed the Americans with Disabilities Act in 1990. It requires any new or renovated buildings to be accessible to persons with disabilities and prohibits discrimination against persons with disabilities in all aspects of life. Within the law, libraries choose the level of commitment they make to accessibility and non-discrimination.  Libraries can make a minimum effort for basic accessibility or commit to full inclusion and implement it through their library policies and operations. There is a difference between accessibility and inclusion. 

Accessibility means instituting accommodations that allow people with disabilities to use library services; inclusion means welcoming people with disabilities in all aspects of library resources, activities, and services in a way that allows all to be fulfilled.

Many examples of ableism were reported in the survey conducted by COPE. They tended to fall into three categories:

• The first was poorly designed facilities. There were reports of facilities designed and constructed without attention to Universal Design or accessibility issues, even when renovations were planned. There were multiple examples of the lack of accessibility applied to physical space, collections, or online access to digital resources. One person commented, "ADA Compliance is a minimum threshold, not an achievement to trumpet.”
• The second example was ignorance of the needs or abilities of people with disabilities. There were examples of assumptions and underestimations of what people with disabilities can do on websites or other communication venues.  Several reported in-person meetings where people with hearing impairments were ignored. In this area, accommodations were dismissed as not needed.  Several reported advocating for action to make facilities and services more accessible and were told there was not enough money or that there were not enough people needing accessibility to be worth the cost and effort. One respondent referred to this as “passive ableism.” Policies were developed or revised without input on the impact of those policies on people with disabilities.
• The third example was intentional discrimination, degradation, or humiliation of people with disabilities. In this category, accommodations were intentionally withheld or used as a reason for dismissal. One person reported that her disability was not taken seriously and was seen as a failure. People with non-visible disabilities were accused of faking the disability. Others reported job descriptions being changed to intentionally exclude them from a promotion or job descriptions not being changed so that they were excluded from a position, even though the actual work did not require it.

In all three categories, comments referred to the COVID pandemic. Facilities were not designed to protect medically fragile staff, and no attempt was made to provide necessary accommodations. Staff meetings were in person when it was particularly harmful to people with disabilities. Opportunities for working at home were denied even when in-person presence was unnecessary.

One of many documents meant to expand on the Library Bill of Rights is the Interpretation of the Library Bill of Rights on Services to People with Disabilities. In part, it says:

“The American Library Association recognizes that people with disabilities are a large and vibrant part of society. Libraries should be fully inclusive of all members of their community and strive to break down barriers to access. The library can play a transformational role in helping facilitate more complete participation in society by providing fully accessible resources and services….

Library staff should never presuppose a person’s limits based on disability. Libraries are committed to providing all library users equal access to collections, services, and facilities. When this is not possible, reasonable accommodation and timely remediation should be employed to provide an equivalent experience to people with disabilities. Libraries should comply with all applicable laws, including the standards and requirements of ADA and state or local disability accessibility guidelines.”

The document goes on to relate library service to people with disabilities to each article in the Library Bill of Rights. Addressing ableism in the library begins here.

Creating an inclusive space accessible to everyone is not difficult, but it does require some thought and planning. A good starting point is to convene a conversation about what it means to make a space inclusive and to review the Americans with Disabilities Act (ADA). To get started, incorporate easy lifts into regular team meetings:

• Encourage everyone to use 14-point type and descriptive links in emails.
• Ensure any PDFs on the library’s websites are accessible.
• When sharing documents, use the built-in headings and stylings to make it easier for screen readers to navigate.
• Ask the library’s social media team to use alt text on any images in postings.
• Run an accessibility check on all documents.
• Avoid using tables in documents; find another way to present the information.
• All virtual meetings should include closed captioning.
• Use microphones during programs so all may hear clearly.
• Move furniture that limits movement through the space – but once in place, don’t move it too often!
• Swap out fluorescent lighting with warmer bulbs.
• Offer patrons grabber bars so they can easily reach items on high or low shelves.

Remember, the ADA is the law and a starting point. Once the library staff have some quick wins, begin incorporating information about Universal Design. This proactive approach strives to ensure that spaces are designed to support the needs of everyone who uses them. Universal Design recognizes that most people will encounter a disability in their lifetime – whether for a short or extended period. Adjustments to make the public welcome also benefit library workers, who may be living with disabilities.

If bringing in an expert for a staff training day is too heavy a lift, there are plenty of resources available, including free WebJunction webinars, an overview of the principles, and links to other websites from the Association of College and Research Libraries. Be sure to allocate work time for library workers to watch webinars and TED Talks, read articles, and learn about Universal Design. Ask state agencies to provide training, or work with the state library or municipalities to make connections to stakeholders that are comprised of and serve people with disabilities.

To continue moving forward, reach out to local disability advocates so the library team can learn from and ask questions of people with lived experience. Library staff will be able to hear what it’s like to navigate the library and learn about accommodations. Are library spaces painted with high-contract colors? Does the choice of flooring materials help or hinder someone from navigating the space? Are there screen readers on all the staff and public computers? Are there ways to communicate with non-verbal patrons?

Incorporate disability etiquette into the library’s regular customer service training. Provide and support American Sign Language training. Review how to communicate with people with disabilities, and remember, it’s not a one-size-fits-all approach. Always address people directly, and use first-person language. You’re not addressing a disability; you’re talking with a person.

To create equitable spaces where all are welcome, treat all patrons with respect and patience, recognizing that not all disabilities are visually identifiable, and that any steps taken to make the space more accessible benefit everyone. Creating inclusive spaces is an ongoing process – encourage the library team to consider how the library could best serve all patrons and share that information during team meetings. Remember – don’t make assumptions about what people want or need. Ask them how you can make their visit a great experience.

Libraries have a long way to go to create inclusive spaces. If, as a profession, we are serious about our commitment to our communities, we must ensure that inclusivity is factored into our annual budgets. Is there funding for interpretation at programs? Can the library pay for its team to learn ASL? Are there any physical modifications needed – whether installing an elevator, a hearing loop, repainting, or purchasing assistive technology?

In the survey conducted by COPE, the majority of respondents (academic, public, school, special, and government libraries plus associations and LIS programs) felt strongly about the critical need for a written policy on service to people with disabilities. Such a policy would provide services and facilities beyond the appropriate and legally mandated Web Content Accessibility Guidelines (WCAG).

University and college libraries often deferred to policies at the higher level, whereas public libraries seldom offered policies beyond non-discrimination or cited baseline ADA compliance. 

There were positive examples proffered regarding active and engaged administrations and committees working to seek staff/community feedback to create and/or improve upon these policies. Academic libraries generally cited Disability Services departments with whom they liaise. Of note, several with policies aimed at library patrons lamented a lack of similar policies directed toward hiring practices and staff or faculty support. A few survey responses mentioned EDI or DEI initiatives and specifically cited ALA tool kits and EDI principles as direct inspirations for action. However, roughly half of the commenting respondents indicated difficulty locating or non-discoverability of a policy covering disability services, and many expressed surprise or low morale about the omission of such a policy. Some commented that policies exist but are outdated or are general in nature (EEO) or short-term, reactive to problematic or discriminatory situations. Several respondents indicated their institutions feature existing policies covering services to persons with disabilities (PWD), but a review timetable was either haphazard or inconsistent, i.e., review processes might occur every five to ten years, if at all. 

Given the call to action of the COPE 9th Principle, the equitable access paradigm imbued within the ALA Library Bill of Rights, and EDI/DEI practical application through broad Universal (Inclusive) Design, library policies must address services to persons with disabilities. Essential services related to combating ableism include:

• Consistent staff training on physical layout, accessible furniture, architectural barriers.
• Disability etiquette and onboarding/orientation for new staff.
• Education about the history and field of assistive technology (equipment, software, various levels of digital scalability and proficiency), and practical or hands-on computer/technology lab training opportunities.
• Relevant community stakeholder partnerships training opportunities.
• Proactive budgetary allocations.
• An emphasis on administrative/staff patience, acceptance, and non-othering. 

All library policies should be reviewed on a regular basis, including policies on accessibility. When accessibility policies are reviewed, input should be sought from the disability community, including library staff and patrons.

The COVID-19 pandemic prompted libraries to rethink their approach to creating and delivering services to patrons. Library workers faced new challenges in convening groups of people and quickly pivoted to virtual programs, meetings, and remote work. As library workers navigated the pandemic, the desire to return to “normal” had some organizations rethinking and even eliminating some beneficial practices implemented to support public health, ignoring the strides made in creating more accessible opportunities for patrons and library staff.

One of the initial paradigm shifts was the move to virtual platforms for work, meetings, and even programs. While the digital divide continues to play a significant role in determining who has access and can contribute to virtual life, those connected to the Internet who are comfortable with technology often benefit from the shift from solely in-person to virtual or hybrid gatherings. Many libraries were early adopters of adding captions to virtual meetings, recording meetings to make them accessible for those who could not attend synchronously, and allowing virtual participation from wherever a patron or library staff member was located. Some libraries did a deeper dive into creating accessible websites and online tools, including familiarizing staff with the need for color contrast, appropriate fonts, descriptions of graphics, and automated tools to assist patrons and staff in creating content that all could enjoy.

The need for social distancing prompted libraries to remove furniture in their physical spaces to prevent large gatherings of people. This increased room allowed for easier library navigation for those with mobility challenges. Libraries delivered items to patrons in their vehicles through curbside pick-up and other remote delivery devices – including investing in multiple virtual content platforms providing eBooks, movies, music, and other resources. Other libraries created remote depositories throughout service areas so patrons could access specialized equipment and resources more easily. One library partnered with a local mutual aid society to provide home delivery.

The pandemic highlighted the many inequities in our society. To address some of these needs, some respondents to the COPE survey reported that their organizations were considering adding a digital accessibility coordinator to the staff. There were also significant concerns about changes adopted during the pandemic being discontinued in the push to return to “normal.” Survey responses also indicated a significant trend of broken trust, creating a rift between the administration and front-line staff, who did not feel that organizational leadership prioritized their concerns and well-being.

While some organizations, including the American Library Association, have continued to offer remote or hybrid meetings, there are many challenges, especially in creating equitable access. If indeed libraries are for everyone, as we move forward, we must consider the following:

• Provide equitable experiences in participation in hybrid meetings/programs/gatherings.
• Ensure that people are not excluded from in-person events when they are high-risk and cannot attend.
• The Americans with Disabilities Act is the minimum, not the goal.
• If the design of library buildings, services, and programming does not match the abilities and needs of all users, some users will experience barriers. A set of stairs may be a barrier for a person who is a wheelchair user, a parent with a stroller, a person using a walker, a small kid, or someone who broke a leg and wears a cast.
• Prioritize access to services and resources and minimize the need for people to request special accommodations.
• Human-centered design benefits all.
• Virtual connections are legitimate ways to interact. We can give people the flexibility to have a successful work life, whether that means library staff working from home or patrons using virtual or remote services.
• Understand that the return to “normal” has lessened access and excluded colleagues and patrons from participating.
• Address the digital divide and improve access to assistive technology.
• Provide training in access issues.
• Partner with community organizations run by or working with people with disabilities to provide services and resources.

During their lifetime, all people will experience changing needs and abilities. Universal Design (sometimes called Inclusive Design) is a tool, a design value, and a strategy for creating solutions that treat all needs and abilities equally.

The UN Convention on Rights for People with Disabilities (CRPD) defines Universal Design as “the design of products, environments, programs, and services to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design.”

The architect and wheelchair user Ron Mace first coined the term Universal Design. His work led to a definition of the seven principles of Universal Design. In summary, here are the seven Universal Design Principles:

1. Equitable use by people with diverse disabilities
2. Flexibility in use for a wide range of individual preferences and abilities
3. Simple and intuitive use regardless of the user’s experience or skills
4. Perceptible information that communicates necessary information effectively to the user  
5. Tolerance of error that minimizes hazards and adverse consequences of accidental or unintended errors
6. Low physical effort is required for efficiency and comfort, with a minimum effort
7. Size and space for approach and use regardless of the user’s body size, posture, equipment, or mobility

Though the concept of Universal Design was born within the design community, it has since been used and interpreted in many professional contexts, such as Universal Design for Learning in education.

In any field, the goal behind Universal Design is for everyone to be able to participate and contribute equally to society, as reflected in the UN’s Sustainable Development Goals to “Leave No One Behind.”

A key to addressing ableism in a library and supporting inclusivity and accessibility is the role and commitment of the library’s leadership and management. Leaders and managers can demonstrate their commitment to a fully inclusive library environment through their words, actions, and policies. Library leaders and senior management are advocates to the library’s governing authority and funders, and they set an example for library staff. There is no one more key to making a library inclusive and accessible than library leaders and managers. 

With strong support from management and governing bodies, the commitment to inclusivity and accessibility becomes embedded in policies, training, and attitudes. While individual people can certainly make a difference, if their contributions, such as partnerships and programs, are not institutionalized with the active support of management, these contributions will most likely disappear when these staff members are no longer at the library. 

Library leaders and managers play a significant role in these areas, particularly:

• Communicate from a leadership position that all people have value and are respected and openly welcomed, both library users and staff.
• Work with disability and human rights groups to assess the need for library services for people with a range of disabilities and follow through with their recommendations.
• Emphasize that all library staff must treat library users and fellow staff members with understanding and respect.
• Hire, train, and retain employees with disabilities.
• Do not tolerate ableism in any way.

Library leaders and managers can create a truly inclusive and accessible library. Charles Robinson, former Director of the Baltimore County Public Library put it best: “The essence of leadership is the communication of commitment.”