#95: When you can't help, document it

A common reason that requests for resources or policy changes to make the library more accessible are denied is a belief that ‘no one will use it’ or that ‘we don’t get any complaints, so it must not be a problem.’ Obviously in a perfect world we wouldn’t have to make a case that barriers should be removed before they stop people, but given that we don’t live in that world, gather your ammunition for this argument. If you have to tell a patron no, if you see a patron give up, if you hear a patron complain to another patron about a barrier even though they don’t tell their complaint to you, write it down, save it somewhere, and tell someone with authority when you have a good opportunity.