Engagements with Students with Special Needs

In 2022, the library conducted a comprehensive survey to assess the satisfaction levels and overall experiences of its users. The results revealed that students with special needs were among the least satisfied groups. Consequently, the library sought further engagement with this particular user group. This effort resulted in a focus group conducted on 11 May 2023, in which ten students from the faculties of Law, Humanities and EBIT participated. Among the participants, 80% were blind, 10% had dyslexia and 10% faced challenges related to spinal issues. The group composition included 60% males and 40% females.

During the focus group discussion, students brought attention to several issues, including concerns about elevators, computer facilities, the library website, scanning services, available study spaces, communication channels and the overall effectiveness of the disability unit. Additionally, they stressed the need for an enhanced institutional culture and emphasised the importance of collaboration with student organisations such as the BOLD Society.

Despite the issues raised, students also expressed their satisfaction with certain aspects of the library including its spacious areas, quiet environment, discussion rooms and the dedicated space for students with special needs at the Merensky 2 Library. The feedback gathered from this discussion was subsequently discussed in meetings involving the library's executive team, library staff, as well as the Disability Unit and the Department of Student Affairs. Some of the identified issues were not specific to the library but affected the broader campus, necessitating engagement between these units. These engagements proved fruitful, resulting in the development of an action plan that will be communicated to the students. Furthermore, some changes have already been implemented, such as the addition of adjustable chairs and tables in the spaces designated for students with special needs and in the research commons. Additional changes are in the pipeline and will be communicated to all relevant stakeholders.

The DLS team expresses its gratitude to all the students who participated and candidly shared their experiences. The DLS firmly believes in the pursuit of continuous improvement and recognizes that certain aspects of user experiences cannot be adequately captured through surveys alone. Rather, empathy and understanding of emotions are equally essential in enhancing user satisfaction.

Participants in the focus group.