Beyond Compliance: Rethinking Disability Services in Public Libraries through Librarian Perspectives

Abstract

Despite increasing efforts to improve accessibility in Taiwanese public libraries, relatively little is known about how disability services are implemented in everyday practice. This study explores frontline librarians' experiences of providing disability services through semi-structured interviews with 16 public librarians representing different regions, library service levels, and professional backgrounds. Thematic analysis revealed a persistent gap between formal compliance with accessibility regulations and the delivery of genuinely inclusive services. Although most libraries meet accessibility requirements, the quality and continuity of disability services often depend on individual librarians rather than systematic institutional support. Key challenges include insufficient staffing, limited professional training, policy–practice mismatches, and the increasing transition from library-provided assistive technologies to users' own digital devices. The findings suggest that inclusive library services should move beyond compliance-oriented approaches toward flexible, user-centered, and collaborative service models. Future efforts should prioritize sustainable staffing, practice-oriented professional training, digital accessibility competencies, and cross-sector collaboration to support more responsive and equitable library services for diverse user communities.

Keywords: Disability Services; Public Libraries; Accessibility; Inclusive Library Services; Librarian Perspectives