Norm, based on my experience (which is limited to academic libraries), many academic libraries provide several communication channels by which their patrons can get into touch with the reference or help-desk staff. Contact via phone and email is almost always an option. Some academic libraries utilize chat software, which may or may not be accessible; but most of the time plain email is offered as an alternative.

Admittedly, it would be good to see some more hard-core data on this issue. I'm particularly concerned about those libraries at which the initial question is to be entered into a form, which may or may not work well with screen readers. While the librarian will respond via email (and the ensuing follow-up would be conducted via email), getting the initial question out to the librarian may be a problem if the form is not designed with accessibility in mind.

My colleagues on this list might disagree.  Let's wait for further responses.

Greetings,

Axel
University of Wisconsin-Stevens Point

-----Original Message-----
From: EASI's Library Accessibility Discussion List [mailto:[log in to unmask]] On Behalf Of Prof Norm Coombs
Sent: Saturday, November 08, 2008 5:44 PM
To: [log in to unmask]
Subject: Question about online library help or reference desk???

I realize that libraries are increasingly having facilities put online.  I
know some have ways to answer online questions by email or chat or such.
My question is whether any library has worked to provide ways to answer the
questions of online patrons with disabilities including having a system
that will interact with screen reader software?????

If anyone can help the gap in my knowledge, please email me.
Norman Coombs
CEO EASI (Equal Access to Software and Information
[log in to unmask]
(949) 855-4852 (pacific time zone)

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EASI Home Page http://www.rit.edu/~easi
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---------------------------
Check out EASI New Synchronous Clinics:
http://easi.cc/clinic.htm
EASI Home Page http://www.rit.edu/~easi
Online courses  and Clinics http://easi.cc/workshop.htm
Check the EASI Library Web http://www.rit.edu/~easi/lib.htm

>>> Error in line 8 of AXSLIB-L.MAILTPL: unknown formatting command <<<
 -> . . . . . . . . . <-