{"presentation":{"slides":[{"slideBackgroundSelector":{},"elements":[{"x":10.43708108108108,"y":22.629173333333334,"width":68.64864864864865,"height":58.666666666666664,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Communicating with Alternate Format Service Users <\/strong><\/span><\/span><\/p>\n"},"subContentId":"bc89bc25-2f8f-41e7-89b5-544dafdc868d","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":82.67223382045928,"y":87.21649484536083,"width":15.44885177453027,"height":10.103092783505156,"action":{"library":"H5P.Image 1.1","params":{"contentName":"Image","file":{"path":"images\/file-5d80eaa264bdb.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":260,"height":88},"alt":"Laurier University Logo","decorative":false,"expandImage":"Expand Image","minimizeImage":"Minimize Image"},"subContentId":"a9281ca7-2d2e-4450-977f-7f8297f8be02","metadata":{"contentType":"Image","license":"U","title":"Laurier University Logo"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":5.219206680584551,"y":89.69072164948454,"width":16.49269311064718,"height":5.773195876288661,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

library.wlu.ca<\/strong><\/span><\/span><\/a><\/p>\n"},"subContentId":"da7bef46-d2f2-4448-9c5d-d06479b92e1f","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}]},{"slideBackgroundSelector":{"imageSlideBackground":{"path":"images\/imageSlideBackground-5d80e828af98e.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1836,"height":908}},"elements":[{"x":5.27027027027027,"y":3.725013333333333,"width":59.32432432432432,"height":10.666666666666666,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Good Customer Service<\/span><\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"25bbf509-98b9-4a4c-8d16-8acb12c4be02"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":5.760368663594471,"y":20.48145063287682,"width":81.08108108108108,"height":73.86666666666666,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

The alternate format and remediation service and its users are unique at the Library. People with disabilities are used to encountering barriers. As a result they may have reservations about us and our service.<\/span><\/p>\n\n

Because of this, it's important to consider some additional elements beyond the normal standards of good customer service when communicating with our users.<\/span><\/p>\n\n

Here are a few things to think about.<\/span><\/p>\n"},"subContentId":"b0fa8410-a958-42ae-af47-cfa6dc3a39cc","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}]},{"slideBackgroundSelector":{"imageSlideBackground":{"path":"images\/imageSlideBackground-5d80e832eed7f.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1836,"height":908}},"elements":[{"x":6.756756756756756,"y":13.333333333333334,"width":50,"height":69.33333333333333,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Accessibility<\/span><\/strong><\/p>\n\n

Our users have a variety of disabilities, so consider accessibility in your communications.<\/span><\/p>\n\n

For example make sure your emails are clear and to the point. Use the built-in features of Outlook for formatting like bulletted lists and headings.<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"46477665-e141-4a08-90dc-0bb1bec7c14c"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":60.81081081081081,"y":10.666666666666666,"width":29.72972972972973,"height":58.666666666666664,"action":{"library":"H5P.Image 1.1","params":{"decorative":true,"contentName":"Image","file":{"path":"images\/file-6556493326437.png","mime":"image\/png","copyright":{"license":"U"},"width":632,"height":633},"expandImage":"Expand Image","minimizeImage":"Minimize Image"},"subContentId":"630bd8ee-9676-4e84-92fc-96c004e8e25b","metadata":{"contentType":"Image","license":"U","title":"Untitled Image"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}]},{"slideBackgroundSelector":{"imageSlideBackground":{"path":"images\/imageSlideBackground-5d80e832eed7f.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1836,"height":908}},"elements":[{"x":6.756756756756756,"y":13.333333333333334,"width":50,"height":66.66666666666667,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Privacy<\/span><\/strong><\/p>\n\n

Disability is stigmatized in our society, and some of our users don't want to disclose their disability publicly. Please respect their privacy and don't 'out' them. Keep user names and identities confidential and don't discuss except with others involved in our Library accessible services.<\/span><\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"a2df3251-afa2-4861-9f89-dfe32d10a063"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":59.45945945945946,"y":2.6666666666666665,"width":35.13513513513514,"height":69.33333333333333,"action":{"library":"H5P.Image 1.1","params":{"decorative":true,"contentName":"Image","file":{"path":"images\/file-655646f38eac8.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":640,"height":640},"expandImage":"Expand Image","minimizeImage":"Minimize Image"},"subContentId":"21f76da1-2fcc-4b91-a408-fe76bed281d6","metadata":{"contentType":"Image","license":"U","title":"Untitled Image"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}]},{"slideBackgroundSelector":{"imageSlideBackground":{"path":"images\/imageSlideBackground-5d80e832eed7f.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1836,"height":908}},"elements":[{"x":6.756756756756756,"y":13.333333333333334,"width":56.75675675675675,"height":69.33333333333333,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Encouragement<\/span><\/strong><\/p>\n\n

People with disabilities are used to encountering difficulties with services, and are often reluctant to use our service as a result. Many are socialized to feel they should cope on their own without help. <\/span><\/p>\n\n

Communicating with Alternate Format Service Users

Brief Introduction

Joanne Oud