Outlines physical and digital access recommendations as well as service and communication for staff and disabled patrons. Published by the International Federation of Library Associations and Institutions (IFLA).
Comprehensive list of resources on terminology, etiquette, diversity & inclusion, physical environment, public services, exhibitions, public programming, web accessibility, disability in the workplace along with publications on the topic.
Service Animals - Rights and Etiquette
Service animals are defined as dogs that are individually trained to do work or perform tasks for people with disabilities.
Under the ADA, State and local governments, businesses, and nonprofit organizations that serve the public generally must allow service animals to accompany people with disabilities in all areas of the facility where the public is normally allowed to go.
When it is not obvious what service an animal provides, only limited inquiries are allowed. Staff may ask two questions: (1) is the dog a service animal required because of a disability, and (2) what work or task has the dog been trained to perform. Staff cannot ask about the person’s disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task.