From the Minds of Visually Impaired Users:

Better Understanding their Challenges for Easier Access

Dr. Hersberger
LIS 662.01
October 14, 2013
Submitted by: Christin Hope and Harold Escalante


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Introduction
The Americans with Disabilities Act (ADA), passed in 1990 and now, fully implemented, holds
information specialists in all types of settings responsible for assuring equal access to all the
information they provide (Walling, 2004). Everyone deserves quality and equal service within
information settings. Often time visually impaired users encounter challenges when in an
information environment. Over the years there have been changes to accommodate visually
impaired persons (VIPs) in a library environment. However, due to untrained staff, new
technology, budget and many more reasons VIPs experience difficulty when using library
services. This paper is to provide an analysis of Charlotte Mecklenburg Library VIP users to
better inform and educate to develop better services for VIPs.
Researchers Role
As a researcher finding how libraries could better help the visually impaired there has to be an
understanding of what is visual impairment for a visually impaired individually. Visual
impairment or low vision is a severe reduction in vision that cannot be corrected with standard
glasses or contact lenses and reduces a person's ability to function at certain or all tasks
(Medical Dictionary, 2013). Often visual impairment is related to blindness. When researching
there were many articles that substituted blind as visually impaired as one will see from future
quotes throughout this paper. There is a difference between visually impaired and blind. A
visually impaired person has some sight however their vision is beyond the ability to be
corrected. A blind individual cannot see at all therefore being sightless. There is a common
relation to blind and a VIP because they use the same technology and sensory to gather
information. Looking further into understanding the visually impaired one has to know what
other senses a VIP use to learn other than sight in developing library services. People who
have been blind from birth use visual parts of their brain to hone their sense of sound and
touch, according to new research (Chimes, 2010). A researcher should learn before conducting
an interview that a VIP has certain heightened sensory skills and should take advantage of
those senses during the interview.
It is important to understand the role of the visually impaired researcher. The researcher should
know how to address the visually impaired. There is uncertainty whether a visually impaired
person like or do not like to be called blind. However, depending on different personalities
some may be more comfortable with speaking about their impairment to others. The
researcher should learn and observe the visually impaired, if time allows, before conducting
interviews. Observing the visually impaired in an information setting will help the researcher
when conducting the interview to avoid being offensive. The next section describes how an
outsider that is not involved with the visual impaired may view this group.
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Outsider
From the outside looking in a VIP can be seen as not being able to fully function in an
information setting. A non- VIP can go into an information setting such as a public library and
see where to go, understand collection locations because of signage, read information on public
computers, etc. If a non- VIP public library employee come in contact with a VIP there can be
difficulties in helping the patron. The employee could guess that the VIP may use their sense of
touch to gain information. The employee will then encounter a challenge with providing the
needed information because of low VIP technology or braille books. An untrained non- VIP
employee may also not know how to communicate with the VIP. The language that a VIP can
have might be different from what an untrained non-VIP employee may know. The outsider
may not know the meaning of braille or how to find that information for the VIP. To better
understand the visually impaired one that does not know how to help VIP in an information
setting should research for better customer service and improved access. The following section
will describe how a VIP may view access in an information setting.
Insider
On August 28, 1986 in the case of the American Council of the Blind (plaintiff) vs. Daniel J.
Boorstin (defendant- Library of Congress) ruled for the plaintiffs, holding that the defendant
violated the First Amendment when he made a view-point-based decision to discontinue the
production and distribution of braille editions of Playboy magazine (Leagle, Inc., 2013). This
court case was presented because everyone should have equal access. The results were in favor
of the plaintiff, the American Council of the Blind therefore ordering the defendant Librarian
of Congress to: (1) resume production and distribution of braille editions of Playboy; (2)
produce for archival purposes recorded versions of the 1986 issues of Playboy magazine; (3)
notify all persons and libraries of the renewed availability of braille editions of Playboy; and (4)
continue to produce monthly braille editions of Playboy unless content-neutral standards are
applied to decisions regarding the inclusion of Playboy in the program (Leagle, Inc., 2013). The
purpose of presenting this case to prove that equal access is necessary for all patrons regardless
of impairments. Not only can a VIP come across limited braille collection within libraries they
can encounter other issues.
A VIP being a library patron may want needed assistance through technology or employees
when entering the environment. There are many visual impaired information settings that are
specific to the VIP users. For example there are visually impaired schools, organizations,
foundations, networking sites, etc. that are targeted only for visually impaired or blind
individuals. Libraries often encounter competition amongst organizations such as the Metrolina
Association for the Blind in Charlotte, North Carolina. Being an insider most VIPs go to visually
impaired schools or organizations for information instead of libraries. The schools and
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organizations have trained staff, improved technology and available information for the visually
impaired, whereas public libraries are not improving in the areas. The next unit will explain the
process and challenges of developing a library service while interviewing visually impaired and
blind patrons of the Charlotte Mecklenburg Public Library.
The Interviews
At Charlotte Mecklenburg Public Libraries there has been an increase of audio material such as
play-a-ways, book on discs, CDs, selling of headphones. Along with audio material there has
also been an increase of large print collections within libraries in Charlotte Mecklenburg Public
Libraries. Preparing for interviews with visually impaired and blind patrons of the CML one have
to recognize other technologies that are available for the group. Charlotte Mecklenburg Main
Library branch has technology and more information available for the visually impaired than
most public libraries in the Charlotte, NC area. The CML Main branch added a virtual library
called the Virtual Village Communication Center in 2001 to increase technology available for
those with disabilities such as VIPs. An essential part of the vision for Virtual Village, or V2, is
to expand services for persons with disabilities in order to bring the "computer experience" to
as many people as possible. As a result, V2 is equipped with devices that have highly
specialized, adaptive functions for disabled patrons such as: A) Cyberlink, an interface that uses
three sensors mounted in a headband that respond to the users brain waves and facial muscle
signals. B) Eyegaze, a state-of-the-art system that allows a user to run a computer solely by eye
movement. C) Jouse, a system that uses a mouth-controlled joystick to perform mouse
functions. D) Tracker 2000, an optical tracking device that controls a mouse cursor by tracking a
small dot on the user's eyeglasses or forehead. Visually impaired patrons can use the latest
technology, including: text-to-speech and screen-magnification software; a Braille embosser
and text-to-Braille translation software; workstations with 17" monitors, large-type keyboards,
scanners combined with scan-and-read software, and screen-magnification software; and
computers with voice activation and text-to-speech software (Charlotte Mecklenburg Library,
2013). Noticing that there are visually impaired services at the Charlotte Mecklenburg Main
Library branch there was a question in the available services for the other public libraries in
Charlotte, NC.
Computers have become a major necessity for library patrons to gain information. As
computers are a need for non- visually impaired persons there is a need for computers for VIPs
also. On the CML website visually impaired or blind patrons are limited for usage. A VIP may not
notice a zoom level adjustment icon in the corner of the CML website. The zoom icon could be
made bigger so the VIP can increase the size, words and images on the screen. Wanting to
develop a service for CML VIP users a website for easier access to the CML online catalog
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became an attempt. To find out current CML VIP users advantages and disadvantages of using
the website an interview was conducted.
Interview questions for the Visually Impaired and Blind CML patrons were:
1. When did you become a patron of CML?
2. What works for you on the CML website that you would like to keep?
3. What challenges do you encounter being a VIP on the current CML Website?
4. What would you like to change on the CML Website for easier online access geared
towards VIPs?
5. What equipment would make it easier for you to access a computer at CMLs? (exp.-
brail letter keyboards)
6. What websites do you currently use being a VIP that work well for you?
7. Do you have any additional comments that you would like to add in regards to VIP
persons and library services?

There were challenges in contacting VIPs and organization for the VIP. After trying to contact
VIPs without a response there were two interviews that were conducted. The two interviews
were of CML patrons one is visually impaired having cataracts while the other is blind. The
following section will describe the results of the interviews for creating a CML website to help
VIPs.

Interview Results
From interviewing a blind and a visually impaired CML patron there was evidence that they
relate in needing the same technology improvements for easier access. There was a common
disclosure that both patrons would like to have easier access on the CML site such as: audio
keyboards connected to headphones, larger font and images. The blind patron said that it is
easier to go to the CMLs Main branch because of the technology available. The blind patron
also stated that it would be helpful to have the JAWS technology in every branch. The JAWS
technology is developed for computer users whose vision loss prevents them from seeing
screen content. JAWS reads aloud what's on the PC screen and gives the user a unique set of
intelligent tools for navigating and accesses Web pages and all screen content (Freedom
Scientific, 2013). The visually impaired patron stressed the importance of having larger font,
images and larger font for links on the website.
On most updated computer sites there is a zoom level that is available on the screen. As stated
earlier in this paper to better help VIPs it may be a necessity to increase the size of the zoom
level. The VIP or blind individual can know to increase the size of the font on the screen if it is
noticeable. The next section will describe the new service product for VIPs using the CML
website.
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New Product Description
When dealing with the visually impaired it is very important to keep things visually basic.
Therefore while fancy graphics and buttons may appeal to the general public they do nothing
for those who have challenges seeing. This was confirmed by the results from the survey.
In the VIP design of the Charlotte Mecklenburg Library website it was decided to keep things as
simple as possible. Choosing to focus more on the content of the website and making it a point
to fill the space that was already made, not with images but by using a larger font size in text.
This allows for visually impaired patrons to easily navigate the site even if they do not have the
aid of technology like JAWS.
The end result is a site that too many may be reminiscent of early web designs, before graphics
dominated the Internet landscape. It is important to note that this website should not be seen
as a complete re-design of the Charlotte Mecklenburg site but rather as a companion to it. It is
to be an alternative for those who need it. Also because of its basic design it doesn't require for
a lot of upkeep. It also doesn't use a lot of virtual space and because the people who use it will
be a minority there will be a minimal addition to the bandwidth already used by the regular
Charlotte Mecklenburg Library website.
New Product Potential Problems and Solutions
A problem that could occur when developing a new CML website for visually impaired users is
also accommodating a non- VIP. A non- VIP may want to access a computer that has the VIP
website. The non- VIP may want the font smaller. Would the newly formed site need to be used
on one or two computers only available for VIPs? If designated computers for VIPs become a
result then computer availability for all people can become a problem. This is why instead of
completely redesigning the Charlotte Mecklenburg Website we felt it would be best to add an
alternative version for VIP to the preexisting site. This way VIP could access the website not
only from our twenty locations but also from home.
Staff training and time can also become a problem when developing the new CML website for
the visually impaired. As a solution, staff would have to incorporate time and training into their
schedule to learn how to address and guide VIPs in using the new website. Deciding to create
an addition to the site also proves to be useful in this instance because the added training
would be minimal. It would only be a matter of showing staff how to locate this alternate
website and then providing some talking points when explaining the benefits of this addition.


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Conclusion
A researcher wanting to learn how to better serve visually impaired individuals at a library
should first learn the background of a VIP. If a researcher and interviewer is an outsider
sometimes observations are needed before conducting interviews. There are challenges when
trying to contact, observe and interview VIPs in library settings. Most VIPs have memberships to
specific visually impaired organizations, schools and networks other than public libraries. Over
the years there has been an increase of technology and braille collections in the Charlotte
Mecklenburg Library Main branch to help visually impaired users. Other Charlotte Mecklenburg
Libraries continue to have a lack of interest in increasing technology for the VIPs. There has
been an increase of audio and large print collections throughout most CMLs. From conducting
interviews with a blind patron and visually impaired patron it is apparent that libraries should
continue to develop better services for the VIP. As stated from the beginning of the paper
everyone requires equal access to information in libraries. It is a duty of library employees and
staff to encourage, research and implement such equality for all patrons regardless of
impairment.














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Bibliography
Charlotte Mecklenburg Library. 2013. News Release: New Virtual Village at PLCMC Focuses on
High-Tech Computer Technology for the Disabled. Retrieved from:
http://www.cmlibrary.org/about_us/in_the_news/releaseDetails.asp?id=43
Chimes, A. 2010. News/ Health: Blind Use Visual Parts of Brain to Improve Other Senses.
Retrieved from: http://www.voanews.com/content/blind-use-visual-parts-of-brain-to-improve-
other-senses-104571639/171272.html
Freedom Scientific. 2013. JAWS for Windows Screen Reading Software. Retrieved from:
http://www.freedomscientific.com/products/fs/JAWS-product-page.asp
Leagle, Inc. 2013. American Council of the Blind v. Boorstin. Retrieved from:
http://www.leagle.com/decision/19861455644FSupp811_11311
Medical Dictionary. 2013. Visual Impairment. Retrieved from: http://medical-
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Mecklenburg Library
Phone Interview. (2013, October 29). Interviewee did not want to disclose name.
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https://blackboard.uncg.edu/bbcswebdav/pid-2645599-dt-content-rid-7086091_2/courses/LIS-
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