Visually impaired people’s
perspectives
of library & information services
J Eric Davies, Stella Wisdom and
Claire Creaser
LISU Occasional Paper no. 29
Loughborough: Library &
Information Statistics Unit (LISU), 2001
November 2001
Library and Information
Commission Report 123
ISSN 1466-2949
© Resource: The Council for
Museums, Archives and Libraries, 2001
Published and distributed by
Library & Information
Statistics Unit (LISU)
Loughborough University • Loughborough • Leicestershire • LE11 3TU
Tel: +44 (0)1509 223071 • Fax: +44 (0)1509 223072
Email: lisu@lboro.ac.uk
web: http://www.lboro.ac.uk/departments/dis/lisu
The National Library for the Blind
The Talking Newspaper Association of the UK
Conclusions and Recommendations
APPENDIX
2 - Summary of Seminar 14 May 2001
APPENDIX
3 – Interview Schedule
APPENDIX
4 – A Note on the Research Process
The LISU approach to undertaking
successful projects is always based on team working that applies appropriate
knowledge and skills to our projects. The people who, in some way or another,
contributed to the success of this important study are many and we thank them
most sincerely. In no particular order, they are:
Marina Pickles who provided
considerable assistance with data gathering in fieldwork and telephone
interviewing, often under difficult conditions.
Sarah Gamble, Tracey Hebdon,
Wayne Rowe, Hannah Snelson, and Charlotte Webster, students in the University,
who augmented our team of telephone interviewers, acquiring new skills and
experience in the process.
Bec Smith and Mandy Stace (also
students), who, as well as helping with the telephone interviews, diligently,
patiently and (most importantly) accurately transcribed information in
interview sheets into usable data in our database.
Sonya White, our Assistant
Statistician, who skilfully performed much of the preliminary synthesis and
manipulation of data to reveal meaningful information.
Sally Maynard who rendered her
customary service of scrutinising what the rest of us have drafted and giving
it the final polish that only she can.
Mary Ashworth and Sharon
Fletcher who, in addition to managing a great deal of the administration of the
Project, applied their considerable desktop publishing skills to converting a
plain manuscript into something worthy of the name – publication.
We are also grateful to members
of the Project Advisory Group (mentioned later in the report) and
representatives of the several institutions concerned with visually impaired
people that gave us advice and information, as well as, in some cases,
hospitality.
This report documents the outcomes
of a project undertaken by LISU and funded by Resource under the auspices of
the Share the Vision Programme, which is concerned with information access for
visually impaired people. The project featured an extensive survey of people
with visual impairment with the aim of determining their perceptions, opinions
and activities regarding relevant information sources and library services that
are available to them. The research sought to derive reliable data on the needs
of visually impaired people with a view to informing and assisting the
development of appropriate and relevant policies and practices by the various
service providers. It was hoped that the statistics and findings from the
survey would provide useful input to evidence-based decision making and would
be acted upon positively.
Share the Vision Programme research initiatives have as
their foundation the need to contribute timely and relevant findings to the
wider framework of social inclusion. The social inclusion agenda has powerful
backing from government and it embraces many aspects of policy and practice
including the Disability Discrimination Act as well as a range of special
initiatives and projects. Managers and others are becoming aware of the need to
assess services and respond positively to the challenge of providing for social
inclusion. Optimal planning of service delivery requires adequate information
regarding individual client groups. There needs to be a full awareness that a
‘one-size-fits-all’ service approach serves no one particularly well and that
the many options for targeting services offer positive benefits. It is
important that access issues are examined by research projects such as this one
in order that more knowledge can be gained which will enable institutions and
agencies to sharpen the focus of, and thereby enhance, services and practices.
A fundamental tenet is the need
for information and library agencies to be accessible and relevant to the
entire user (and potential user) community regardless of age, gender, ethnicity
or disability. In terms of inclusiveness, the needs of visually impaired people
feature strongly in any activity which seeks to translate aspiration into
reality.
The project has generated much
interest and indeed anticipation as the results have been eagerly (if not
impatiently) awaited. This is encouraging and it points to the fact that the
provider community is very open to information that will enable services to
visually impaired people to be better focused.
The scope of this report has, to
a large extent, been determined by the community of visually impaired people
that was interviewed. This, in a study with a ‘user focus’, is as it should be.
The project began with a clear focus on public library provision with the recognition
that other agencies also had important roles in information access. The core
group that feature in the discussion derive from the range of services and
agencies that people identified in their responses. Thus, the scope of this
study is not confined to visually impaired users of public libraries, but
includes The RNIB Talking Books Service, The Calibre Cassette Library, The
National Library for the Blind, Talking Newspapers of the UK and any other
information related service the respondents used. Moreover, the study did not
confine itself to users of these services. Former users and non-users were also
interviewed to seek reasons why people discontinue using services, and why they
have never used them.
It is worth noting that the
project breaks new ground insofar as there has never before been a national
study on this scale which has examined library services and related information
providers for visually impaired people from the users’ perspective.
LISU’s independence from service
provision to visually impaired persons was regarded as a particular virtue and
was one of the features contributing to the success of the research. As a
research organisation without a direct role in service provision to visually
impaired persons it was hoped that LISU would find participants more candid and
forthcoming in their responses than they might be if approached by service
providers. It is sometimes thought that people hesitate to be openly critical
of non-commercial services of the kind studied in this project for fear of
offending service providers. There may even be a perception or fear – unfounded
– that services may be cut if people are too negative in their responses. It
should be noted, however, that the survey data presented here generally reflect
favourably on the organisations that are mentioned. That notwithstanding, there
are some critical comments reported. Insofar as they reflect people’s
experiences and perceptions – whether accurate or misconceived – they should be
heeded. All the material contributes to an understanding of the way in which
users regard the things that impinge on their access to, and enjoyment of,
information sources.
The project benefited greatly
from the considerable commitment, support and assistance of its Advisory Group.
The Group brought a diverse range of specialist experience and knowledge to the
endeavour. It comprised:
Margaret Bennett (Executive
Director - National Library for the Blind)
Jeanette Binns (Equal
Opportunities Officer - Lancashire County Council)
Simon Matty (Research Project
Coordinator - Resource)
David Owen (Executive Director -
Share the Vision)
David Taylor (Products and
Publications Officer - RNIB)
Cathy Wright (Librarian - RNIB
College, Worcester).
J Eric Davies (LISU Director)
acted as Chair of the Group and Stella Wisdom (Project Officer) as
Secretary.
The Advisory Group met on
several occasions and members were also individually consulted as appropriate
throughout the various stages of the project. The LISU research team is
immensely grateful to them for their very valuable contribution to the success
of this study.
As a preliminary to the
collection of data for this study a review of relevant literature was
conducted. There is a scarcity of material which draws on first hand
information from users and in that respect this study covers fresh ground.
Research that examines information provision for visually impaired people has
been undertaken before. However, such studies have tended to focus on the
information providers’ perspective and many have not fully examined the
opinions and needs of the user in depth. Moreover, they are not too plentiful.
The needs of visually impaired people are met by a range of agencies in the UK.
Studies may be focused on a particular provider and some of the smaller
agencies may not have the resources to undertake major investigations. This may
partly explain the relative scarcity of UK based literature regarding the
information needs of visually impaired people.
A general search of the
literature published in this area revealed a body of material published in the
1980s in the United States of America. Although some general comparisons may be
made against these analyses, because of their date of publication and their
location specific content, they afford little of practical relevance to current
UK provision. The UK has a wide spectrum of information providers serving
visually impaired people and developments in disability discrimination
legislation as well as technological advancement has meant there have been many
changes to services in recent years. This literature review concentrates on UK
material published in the last ten years.
An important and informative
piece of research into the demographic breakdown of visually impaired people
living in the UK was undertaken by the RNIB (Bruce et al, 1991). This survey
used as its basis the same sample that was used by the UK Government Department
responsible for the National Census. Although the survey did not directly
investigate information retrieval and manipulation activity, it did provide
useful profiles of the visually impaired community in the United Kingdom. It
offered such insights as the fact that there is a very low proportion of
Braille users (3% of the estimated one million visually impaired people in this
country).
One of the most important
documents in nurturing a general understanding of information access and
visually impaired people is the manual developed under the auspices of the
Share the Vision programme and entitled: Library Services for Visually
Impaired People: A Manual of Best Practice (National Library for the Blind, 2001). It is
already becoming an influential guide to policy and practice, some aspects of
which will be discussed later. Indeed, in the last year or two there have been
several research projects operating within the Share The Vision Programme which
have examined many different aspects of visually impaired people’s access to
information.
The Library Association
published its own advice and guidance in 1996. Library and Information
Services for Visually Impaired People: National Guidelines(Machell, 1996) is a clear and
concise manual for use by public librarians. It discusses how the Disability
Discrimination Act affects public library provision to visually impaired
people. The advice is detailed in ten different areas, namely:
·
Equality
of access
·
Physical
access to buildings and services
·
Staffing
·
Service
provision
·
Service
delivery
·
Client
groups
·
Reading
resources
·
Reading
aids and equipment
·
Information
·
Promotion
and publicity
The guidelines emphasise the
importance of a wide spectrum of provision in order that individuals can choose
services that best suit their needs.
A key theme in the subject is
the nature and extent of access to information resources and the delivery
configuration for those resources. A significant early study was conducted by
Peter Craddock in the mid 1980s (Craddock, 1985). This entailed an in-depth
investigation into library provision for visually impaired people and was the
first large scale study of this type in the UK, and it has set precedents for
subsequent studies. The data provide a detailed picture of information
provision to visually impaired people in the late 1970s and early 1980s. The
growth in national and local voluntary agencies is described and their
significance in what is a multi-faceted field of information supply to visually
impaired people is discussed. Craddock claims that the introduction of free
postal services for blind people loosened the links between public libraries
and the specialist agencies which serve visually impaired people. He describes
how free postage created centralised stockholding centres instead of smaller
scale localised provision. This discussion is particularly germane to the LISU
study; one of the issues being examined is the scope and opportunity for local
holding and distribution of alternative format titles. This issue has been
topical from the mid 1990s and is being investigated through several projects.
An informative study was
undertaken in Gloucestershire (Chartres, 1996). In January 1995 Gloucestershire
Library, Arts and Museums Service launched a project designed to assess the
feasibility of providing a mainstream public library service which was
coordinated and delivered locally, but which borrowed resources from national
organisations to supplement locally held collections. Two important findings
came from the analysis of this project. Firstly, having a local access point to
national services greatly increased usage levels and membership numbers;
secondly, the operation of multiple storage and distribution sites is not
efficient or feasible in terms of costs. The Report states:
“One of the main reasons for running the Gloucestershire Pilot Project and central to this evaluation was to look at the wider possibilities of joint partnerships with local authority library services as part of the RNIB’s overall strategy for service delivery. The conclusions which can be drawn from the pilot project are clear. Given the financial costs involved and the additional work and operational logistics of distributing Talking Book Service from two sites, we believe that the model as applied to the Gloucestershire Project is not sustainable for RNIB if applied on a national scale. However we recognise that the increase in membership and the overall complementary services that are available to visually impaired people is directly attributable to the VIP service and the local provision of service it provides.” (Chartres, 1996 p 5)
More recently, Deborah Ryan has
investigated the possibilities of inter-library and inter-organisation lending
of alternative formats in Chapter 11 of Library Services for Visually
Impaired People: A Manual of Best Practice
(National Library for the Blind, 2001). She notes how the Disability
Discrimination Act will impel public libraries to examine their provision to visually
impaired people:
“Although an inter-library lending (ILL) system has
been established for many decades for standard print material, alternative
format material has been excluded from this co-operative network. This has
resulted in visually impaired people being offered a much reduced service in
accessing a range of reading and information material in a format, which meets
their needs. Under the terms of the Disability Discrimination Act, it will be
unlawful for libraries to refuse a request for alternative format materials,
and the inter-lending system must therefore be able to process this
requirement.”
(National Library for the Blind, 2001 Chapter 11)
Ryan’s work offers a perspective
on how public libraries can work with national organisations such as Calibre,
NLB, RNIB and TNAUK to open up access to resources with the Bee Aware campaign facilitating promotion
and publicity (National Library for the Blind, 2001). She points to the need
for adequate bibliographic and locational tools to avoid the expense and
frustration of speculative requests for material. The REVEIL project is addressing the issue
through co-ordinating a national database of resources in accessible formats.
The thinking behind this approach to inter organisation/library lending has
relevance to the LISU survey which has sought to discover whether visually
impaired people would prefer to borrow material from the various specialised
organisations through their public library, or whether they would prefer the
‘traditional’ method of obtaining material directly. Information regarding this
issue is crucial in determining whether and how public libraries develop
themselves as ‘one-stop’ information shops for visually impaired people.
In 1996 Peter Craddock revisited
the issue of public library provision in his report of Project LIBRA. (Craddock 1996). The report
includes a survey of library provision, a survey of equipment vendors and a
selection of case studies drawn from interviews with visually impaired people.
He reported a generally improving situation:
“… there have been significant developments in services for visually impaired people since 1985. More library authorities are now involved, there is a more general acceptance of the service obligations, a much greater professional consciousness for this area of service, and a clearer perception of the role that public libraries can play in serving this section of the public.” (Craddock 1996, p 7)
Nonetheless, his data show that,
of an admittedly small number of public library respondents to a question on
development policies, some 20% had no plans for the provision of reading aids.
He identified a range of provision ranging from the basic, such as magnifiers,
to the more advanced including OCR scanners and Braille transcription
equipment.
The Project's objective was:
“To identify ways in which reading aids provided by public libraries can be more fully utilised for the benefit of visually impaired and other print handicapped people.” (Craddock 1996, p 16).
Implicit in the objective is
that the uptake of provision is generally low. This may have conditioned some
authorities' attitude towards investment in extending or even maintaining
provision. Countering the mere 'head counting' approach Craddock maintains
that:
“It is also necessary to accept that expectations of demand are not measured by normal use criteria but by needs fulfilled and by long term prospects built upon the fostering of relationships with individual users.” (Craddock 1996, p 130)
The same could be said of the
generality of public library services and the argument may not convince those
who are voting resources for services or policy makers that seek evidence for
maximising return on investment in these resource straitened times. In the
circumstances the fact that many people who could benefit from such services
and facilities do not do so is an important issue. Craddock identifies several
factors including awareness and access as components of the problem.
A recent LISU based project
(Kinnell et al, 2000) published a much-needed account of the state of public
library provision to visually impaired people. The project surveyed 141 public
library authorities. It assessed their progress in meeting the Library
Association’s National
Guidelines for Provision (Machell, 1996). The survey discovered that only 5% of the
responding public library authorities had a specific policy statement covering
visually impaired users, 15% had a policy for all disabled users (including
visually impaired people) and 43% included policies for disabled people within
more general library policy documents. It is a cause for some concern that 42%
of the authorities that responded did not have any written policies concerning
visually impaired people. The research correlated the presence of such policy
statement with the authorities’ level of spending on specialist stock, their
relationships with relevant external agencies and their provision of
specialised equipment such as CCTV. The research revealed that authorities with
a written policy for visually impaired people were more likely to meet a wider
range of the needs of visually impaired people. Moreover, fewer than 20% of
local library authorities surveyed used the Library Association National
Guidelines (Machell,
1996) to evaluate their services to this group. The study highlighted the fact
that there is much still to be done to improve access to information for all members
of the community.
Another major issue centres upon
the way in which visually impaired people are regarded by others – including
information providers. There is sometimes a tendency to view all clients as
similar and this can extend to regarding visually impaired people
stereotypically. A ‘one size fits all’ service outlook is less than helpful.
Craddock (1985) addresses the issue of definitions and stereotypes of blind and
partially sighted people and reminds us that individual needs are the arbiter
of service delivery.
“In the public library context, blindness begins at the cul de sac end of a continuum which extends through diminishing degrees of visual handicap. But the scale is multidimensional as well as linear with many variables of age, other disabilities, needs abilities and opportunities of which librarians are well aware and which refute simple definitions. Rather than clinical analysis the only true criteria which could be applied in the provision of services might well be the needs of individual people, expressed or otherwise. This questions whether, in these circumstances, it is possible to isolate the blind as an identifiable group among the disabled – or more importantly the extent to which this should be necessary.” (Craddock, 1985 p 13).
This quotation, insofar as it
reminds us that it is impossible to design services using assumptions and
stereotypes, addresses a major facet of the LISU study – the individual nature
of people’s circumstances and their information gathering experience, and the
consequent need to learn about those by asking them.
The same theme is picked up in
the Library Association Guidelines:
“While statistics indicate that most visually impaired people will
be in the upper age group and female, there are many who do not conform to the
stereotype. The ability to read print will vary. Some may be able to read
standard print with a reading aid. Some will find it difficult to read large
print, even with a reading aid. Mobility may be affected to varying degrees in
getting to the library and around the building. Some visually impaired people,
particularly in the upper age ranges, are multi-handicapped, and have other
sensory and physical disabilities, which affect their ability to use libraries.
The degree to which each person is handicapped by their disability will
determine the services they need, and the range of services provided should be
sufficiently comprehensive to enable them to pick and choose those elements
which will serve their particular needs.” (Machell, 1996 p xv).
Format preferences are another
issue that has been explored. Nigel Eling of the University of Sheffield
produced a useful piece of student research in 1999 regarding the use of spoken
words cassettes held by three public libraries in Sheffield (Eling, 1999). His
use of the term “Talking Books” is somewhat confusing as the thesis focuses on
standard cassettes; not the distinctive multi-track cassettes used by the RNIB
Talking Books Service. This points to the need to be careful concerning
terminology regarding formats.
There appears to be little
information regarding the use of commercially produced audio books by visually
impaired people. In an article for The Bookseller supplement Audiobookseller, Nicholas Soames (Managing
Director of Naxos Audiobooks) estimates that visually impaired people
constitute about 20% of the general market for commercial audio books (Page,
2001).
There is an ongoing debate as to
whether or not it is desirable to abridge books for audio presentation.
Regarding the abridged and unabridged debate, the publishers of audio books
appear to have to balance commercial considerations with equality of access.
Caroline Page discusses the issue in the Audiobookseller supplement under the headline:
“The Full Monty: Caroline Page asks why some audiobook publishers prefer to
produce abridged versions of books, while others think that only the complete
work will suffice” (Page, 2001). Nicole Kirkman, Publishing Director of Chivers
Press is reported as saying:-
“If the retail trade doesn’t get behind the unabridged audio and the
consumer is not aware of a difference, then the demand is not great. Therefore
the publishers cannot produce titles in the quantities they need to be able to
offer them at competitive prices the retail trade says it needs in order to
sell them.” (Page, 2001 p 6)
However, there are some firms
who adhere to the principle of producing unabridged audio formats. Cover to
Cover produces unabridged titles solely and it sells its products to public
libraries as well as making them available through retailer outlets.
The literature regarding
information access and reading habits of visually impaired people is limited
but it covers several important aspects such as the demographic breakdown,
disability legislation, good practice guidance access issues and service
delivery as well as the range and nature of visual impairment and users habits
and preferences. All provide a useful context in which to place this survey.
Full details of all the items
mentioned can be found in the List of Sources.
In addition to a review of the
literature noted above, initial information gathering for this study featured
visits to relevant exhibitions, seminars and meetings with a selection of
appropriate agencies. These activities enabled a clearer perspective of the
issues relating to the research to be achieved and enabled better survey design
to be achieved. Details of these visits and meetings are summarised in Appendix 1.
A great deal of thought was put
into the design and the logistics of administering the survey. The process was
iterative and is discussed below. After devising a routine for interviewing respondents
and determining the sampling frame to be used, the preliminary design of the
survey instrument was pilot tested. Following some minor amendments, the final
version was used for collecting the empirical data through a series of
interviews. The data were assembled and analysed using SPSS software. The
resulting draft analysis was sent to appropriate individuals for comment before
the project report received its final editing.
[Some more detailed working
notes regarding the conduct of the research have been appended (Appendix 4) in order to inform and assist the general
progress of research in this important area.]
A fundamental issue affecting
the methodology of the survey was the choice of data collection method. Some of
the conventional options available to other surveys were inappropriate and had
to be discounted because of the inherent nature of the group taking part. It
would, for example, have been both insensitive and impractical to send out printed
postal questionnaires to those whom we were wishing to survey.
A possible option would have
been the distribution of questionnaires electronically via the Internet and
these could then have been accessed via speech or screen magnification software
or through a refreshable Braille display. However, this mode of delivery would
have biased the return rate towards those who can afford computers, or have
access to them and possess the necessary skills to use them. In view of the
fact that the majority of visually impaired people in the UK are elderly
people, and few have adequate access to the technology, it was felt that an
electronic survey would not reach and thus accurately represent this group.
Another option; the
transcription of the questionnaire into different media and formats (including
Braille) for different groups was ruled out on the basis of cost and time. Not
only would the questionnaire need to be transcribed, but the answers would need
‘reverse’ transcription for processing and analysis.
After consideration, it was
determined that face-to-face and telephone administered structured interviews
offered the most equitable and effective method of surveying for this study.
This approach also offered the advantage that it would enable standardisation
of conditions for each respondent; everyone would have an interviewer who could
explain the questions and respond to any misunderstanding or confusion.
The identification of a suitable
sample offered challenges to the research team. There are serious legal and
ethical issues surrounding the identification of individuals in relation to
their health data. It was therefore not appropriate to obtain individual’s
details via the health authorities, social services or from the member
databases of other specialised organisations. The main options available for
identifying suitable respondents were through a series of open promotional
activities that brought the project to people’s attention. Methods employed
included: advertising through newsletters, Internet newsgroups, mailing lists
and personal visits by the Research Officer to clubs and societies in order to
tell groups about the project and request their assistance.
The original conception of the
research envisaged a study that was to interview 2000 visually impaired people
divided into three groups, namely: users of public libraries (500), users of
other organisations that provide library and information facilities for
visually impaired people (1000) and non users (500). It soon became clear that
these were very ambitious targets given the nature of the study, the potential
participant population, and the workable options for the methodology. It
quickly became apparent that it was impractical to identify and divide people rigidly
into the three groupings of public library users, agency users and non-users.
Those using libraries might also use agencies and vice versa. There was no
adequate way of grouping former users or users of several services. This
original sampling method would involve placing individuals into rigid
definitions that might not reflect their situation accurately. Moreover, any
attempt to pre-select respondents in this way would not give a true picture of
activity; the percentages of users and non-users would be contrived. The issue
was resolved through the decision to seek a random sample of visually impaired
people. This was raised with the project Advisory Group and after consultation
it was decided to change the sampling frame from that specified in the initial
project proposal. It was agreed that a random sample would be more workable and
generate more useful statistics.
The pilot study enabled the
research instrument and the overall methodology, including many practical
considerations, to be refined prior to full implementation. It also provided
valuable training for the researchers involved.
For convenience it was decided
to conduct the pilot study locally in the Loughborough area. In August 2000 a
national drama group for visually impaired people were attending an event at
Loughborough University and were resident at Hazlerigg Hall on campus. The
event organiser agreed for a pilot study to be undertaken and five of the
group’s members were interviewed on the afternoon of Thursday 3 August 2000.
The pilot study identified a
number of problems with the questions in the initial interview schedule and it
was amended for the final version. There was a need for more clarity in
defining different information providing agencies and this was addressed. In
addition, provision was made for respondents to specify additional agencies and
information providers. The pilot study also revealed that it would be helpful
to be able to provide material on appropriate support organisations and
providers to those interviewed. Copies of Carry On Reading leaflets and tapes from the RNIB
were acquired for distribution. This leaflet contains details of TNAUK, Talking
Books, Calibre, RNIB and a general help line.
Over the course of six months
the Research Officer and an assistant contacted and visited a large number of
clubs and societies with visually impaired members. Some members were
interviewed in person; others provided telephone contact details and were
subsequently followed up by appointment. Further individuals contacted the
project team after they had heard about the study elsewhere and volunteered to
be interviewed. These interviews were also conducted over the telephone. Where
appropriate, and with the permission of the interviewees, responses were sometimes
recorded in order to glean fuller information and comment. The text of the
Interview Schedule is included in Appendix 3.
A total of 582 interviews was
obtained and analysed. All parts of Great Britain were visited, including Wales
and Scotland. Particular emphasis was placed on obtaining interviews with those
aged under 65; although children were not targeted. It is recognised that this
approach does not mirror the general population of visually impaired people and
due account has been taken of this in the analysis.
It should be noted that this
survey presents a ‘snapshot’ of user and non-user activities as well as their
views and perceptions of the services available and, importantly, the way in
which they were available at the time of the interviews (during the winter of
2000-2001). Realistically, it could do no other. The range and intensity of
services provided are, however, under continuous review as new ideas and
challenges emerge, and as technology enables increased provision and the
development of existing services. After being given sight of an initial draft
of the project’s findings relevant to their own situation, a number of agencies
pointed out that their services had ‘moved on’ from the position at the
beginning of the project. This text incorporates such comments appropriately.
A Seminar was held at
Loughborough University in May to share preliminary results with an invited
audience representing, amongst others, agencies that were interested in
information provision to visually impaired people. The event also enabled the
project team to receive a range of views and reactions to the research and to
acquire additional information regarding service provision and demand. The
Seminar was very successful and the proceedings are summarised in Appendix 2.
The survey sought information on
five identified key information providers offering specialist services for
visually impaired people. These were:
·
National Library for the Blind
·
The Talking Newspaper Association of the UK
(TNAUK)
The results for each
organisation will be discussed separately in the sections which follow.
Overall, 37% of respondents were
current users of their public library service, 37% used the RNIB Talking Books
service, 16% used TNAUK, 13% used Calibre Cassette Library, and 10% used the
National Library for the Blind. 31% did not use any of these services.
The majority of participants
(53% of those using any service) only used one service, but 34% used two. Only
three respondents claimed to use all five services investigated.
Interviewees were also asked
whether they used any other sources of information and reading material. More
than half (54%) said that they did. The sources most commonly referred to were
small collections of material held by local societies, drop-in centres and
social services departments. Some respondents included their local talking
newspaper service in this section. Because of the diverse nature of the sources
used, no further analysis of these has been carried out
The survey was aimed at adults,
although a small number of people aged between 12 and 16 were interviewed.
There was also an intentional bias towards interviewing people below retirement
age.
The age breakdown of the sample
was as follows:
|
up to 15 years |
21 respondents |
3.6% |
of the total |
|
16-24 |
19 respondents |
3.3% |
|
|
25-34 |
22 respondents |
3.8% |
|
|
35-44 |
34 respondents |
5.8% |
|
|
45-54 |
52 respondents |
8.9% |
|
|
55-64 |
46 respondents |
7.9% |
|
|
65-74 |
86 respondents |
14.8% |
|
|
75-85 |
183 respondents |
31.4% |
|
|
86 and over |
119 respondents |
20.4% |
|
Less detail is available for the
visually impaired population as a whole, where the breakdown is:
|
2.2% |
aged 0-15 years |
|
15.5% |
aged 16-64 |
|
11.8% |
aged 65-74, and |
|
70.5% |
aged 75 and over |
Source: Office of National
Statistics (RNIB, 2000)
Comparative figures for the
sample are:
|
3.6% |
aged 0-15 |
|
29.7% |
aged 16-64 |
|
14.8% |
aged 65-74, and |
|
51.8% |
aged 75 and over |
Throughout the analysis of the
survey, we have commented where the difference between the sample and the
population age distributions may have had a bearing on the results obtained.
The age breakdown used in the
analysis is:
|
0-24 |
40 respondents |
7% |
of the total |
|
25-64 |
154 respondents |
26% |
|
|
65-74 |
86 respondents |
15% |
|
|
75-85 |
183 respondents |
31% |
|
|
86+ |
119 respondents |
20% |
|
This was chosen as a compromise
between even-sized groups for analysis, and a meaningful distinction between
life stages (studying, working and retirement).
We also asked respondents
whether they were in paid employment, and/or in full-time education. 36
respondents (6% of the total) were in paid employment, 53 (9%) were in full-time
education and five (1%) were in both paid employment and full-time education.
These five people were all aged between 25 and 74.
Of the 40 respondents aged under
25, all but one (98%) were in full-time education, and one (2%) was in paid
employment. It seems unlikely that this would be the picture for all visually
impaired young people in Great Britain.
Of the 151 respondents who may
be considered of working age (25-64 years of age), 2.6% were both working
and in education, 22% were employed and 9.3% were students. The remainder, 100
respondents (66% of the age group, and 17% of the whole sample), can be
considered as unemployed, although some of these may have formally retired from
paid employment.
These proportions are comparable
to the findings of an earlier study, which estimated that 25% of blind and
partially sighted people of working age are in paid employment, and that 46% of
those who were economically inactive said that they wanted to work (Bruce et
al, 1991).
Of those over 65 only one was
employed, and also a student. The rest, 66% of the total sample, were neither
employed nor studying, and of statutory retirement age.
One third of survey respondents
were male (191) and two thirds female (391). The 1991 RNIB survey (Bruce et al,
1991) produced some statistics regarding gender of the adult visually impaired
population, finding that 72% of visually impaired people over 16 were female,
compared to 52% of the general population. This is a higher proportion of women
than was interviewed by LISU, and the difference is exacerbated by the
difference in age distribution between the LISU sample and the population as a
whole. Although the age breakdowns used in the RNIB survey do not correspond
exactly with those available to LISU, the indications are that LISU interviewed
a disproportionately large number of men aged 16-64. The RNIB survey showed
that 43% of visually impaired people aged 16-59 were men, whereas 50% of the
LISU sample aged 16-64 were men. The gender distribution of the LISU sample is
statistically significantly different from the visually impaired population as
a whole, at the 1% level. Where the responses of men and women to any part of
the survey are different, this will be noted in the text.
The majority of survey
respondents – 560, 97% of the total – were white, with 1% coming from each of
Black Caribbean, Indian and Pakistani ethnic backgrounds. There are no
available figures on the ethnicity of the visually impaired population as a
whole, or how this might differ from the general population. However, in 1999
93.5% of the UK population were white, 0.9% were Black Caribbean, 1.6% Indian
and 1.1% Pakistani. The very small numbers of ethnic minority people
interviewed preclude any detailed analysis by this factor.
Survey respondents were asked
whether they were registered as blind or partially sighted. The majority – 67%
– were registered as blind, 29% were registered as partially sighted, and 4%
were not registered. These figures compare to RNIB estimates of just 18% of
visually impaired people registered as blind and 15% registered as partially
sighted (RNIB, 2000).
This imbalance is only to be
expected given the survey methodology of predominately contacting people
through clubs and other organisations for visually impaired people. It is very
difficult to identify those with visual impairment who are not registered. They
are less likely to be aware of the range of services available to them (Bruce
et al, 1991).
Respondents were asked if they
had hearing problems, mobility problems, or any problems affecting the use of
their hands. 184 respondents, 32% of the total, reported hearing problems. This
compares with the 1991 RNIB survey findings that 22% of visually impaired
people also used a hearing aid, although the proportion with hearing problems
was rather higher, at 35% (Bruce et al, 1991).
134 respondents, 23% of the
total interviewed, reported problems, such as arthritis, which affected the use
of their hands. Rather more, 233 respondents, 40% of the total, reported
difficulty with walking and moving around. These figures cannot be directly
compared with the earlier survey, although 45% of respondents then indicated
that it was “difficult to do things in the house or get about outside” (Bruce
et al, 1991).
The LISU sample of 582
respondents has a younger age profile, and more even gender distribution than
the population of all visually impaired people in Great Britain. Where these
factors may have affected the conclusions drawn from the rest of the analysis,
this will be noted in the text.
A range of ethnic groups were
covered, however the small proportions of ethnic minority people in the
population as a whole and the consequent low numbers in the sample prevent any
analysis of this aspect.
Data on additional disability
suggests that the sample is similar to the visually impaired population as a
whole. Some of this additional disability is age related, but not all.
The vast majority of the sample
were registered as either blind or partially sighted, in contrast to the
position estimated for the visually impaired population as a whole. There are
implications here for the provision of information services, as those who are
not registered are more likely to be unaware of the range of services available
to them.
Research into which formats
people can and prefer to use is helpful to information providers, as it assists
decisions concerning the purchase of stock and equipment. Libraries and
information services need to provide facilities which accurately reflect the
needs of their clientele. This survey investigated the choice of preferred
format in four sections: small items (such as leaflets), magazines and
newspapers, fiction and non-fiction. It is common for people to prefer
different formats according to such factors as the length of the text and the
location in which they wish to read.
For small items most of the
conventional formats were not used – often because they were not available or
inconvenient. 59% (337 respondents) chose “other” and quoted someone reading or
a simple magnifier as their preferred way of accessing this type of
information. 59 respondents, 10%, had no fixed preference, giving more than one
answer. Of the conventional formats, large print was most popular, preferred by
14%, with sound recording and Braille each preferred by 6%, standard print by
3%, a computer file by 1% (5 respondents) and just one respondent choosing
Moon.
Preferences for this type of
material are similar for both men and women, although there are significant
differences by age. Younger respondents (those aged under 65) were more likely
to prefer Braille, and less likely to prefer “other” formats such as magnifiers
and people reading. The most elderly - those over 75 - did not like Braille.
The reasons were not investigated but some light may be shed on this by the
responses to the section on the National Library for the Blind.
For magazines and newspapers
sound recording was the most popular choice, 226 respondents (48%) selected
this option. Once more the “other” option, including someone reading and
magnifying aids, was frequently quoted by 20% of respondents. 13% had no single
preference, 9% preferred large print, 6% Braille, 4% standard print and 2% a
computer file. No respondents mentioned preferring Moon for this type of
material.
As with small items, there is no
difference in the patterns of preferred formats between men and women, but
there is an age-related effect. Those aged under 65 were more likely to prefer
Braille, or have no single choice, whereas older people were more likely to
prefer sound recordings.
Sound recording was also the
most popular choice for fiction materials, quoted by 62% of respondents. 15%
did not have a single preferred format, 8% each chose large print and other
formats, 4% preferred Braille, and 2% standard print. Just one respondent each
preferred Moon or a computer file.
There was a clearly marked trend
for the preference of sound recordings for fiction materials to increase with
age. More than half those under 24 did not have a single preferred choice,
although this proportion dropped rapidly with increasing age. The 25-64 age
group were more likely than any of the others to choose Braille, with 10%
preferring this format.
For non-fiction “other” choices
such as magnifiers and readers were the most used by 232 respondents (49%). The
second most preferred choice was audio recordings by 18%, 10% chose large
print, 7% preferred Braille, 2% each preferred standard print or chose a
computer file and one respondent preferred Moon.
Once again, there was a marked
difference between the age groups. Those under 65 were more likely to choose
Braille, or have no overall preference, while the more elderly overwhelmingly
preferred “other” formats such as magnifiers or people reading.
There is a marked difference in
format preferences for various types of material, and different age groups.
Younger respondents, under 65, showed more variation in their choices, and were
more likely than older people to prefer Braille, whatever the information, or
to have no overall favourite format.
The difference in preferences
for different types of information is clear. When reading for pleasure -
fiction, newspapers and magazines - the majority of respondents clearly
preferred sound recordings. For information, however - leaflets and non-fiction
material - “other” formats, such as magnifiers or people reading aloud, were
the clear favourite. The extent to which such preferences were tempered by
expectation and experience of the formats most commonly available was not
investigated.
Relatively few respondents
preferred computer files for any material, and all were aged under 64. Only one
respondent preferred Moon.
482 respondents, 83% of the
total, used sound recordings as a reading format. Of these:
51% preferred standard
single-track cassettes
24% preferred multi-track cassettes
3% preferred CDs (mostly aged under 65)
and 21% expressed no preference.
Reasons given why single-track
cassettes are the most popular type of sound recording used included:
·
they
are readily available
·
they
can be used on any standard cassette player/personal stereo
·
they
are portable, and can be used when travelling and on holiday.
Some users of single-track
cassettes said that they disliked multi-track cassettes because they did not
like the equipment needed, finding it bulky and inconvenient. Older respondents
were more likely to prefer this format than those under 65. A quarter of sound
recording users prefer multi-track cassettes, showing that there is a
significant demand for this format. One reason given for preferring multi-track
cassettes was that there are fewer tapes per book and hence less struggling to
change tapes and sort them into the correct listening order. It is all too easy
to overlook the fact that sorting tapes into the correct order can be a big
problem for a visually impaired person.
Only 3% of respondents said that
they preferred CDs - many reasons can be offered to explain this low figure.
CDs are a newer format than both types of cassette and hence there are fewer
books available on CD as yet. They are also more costly. The high cost of CD
players compared to tape players is another reason why CDs are the least used
sound recording format; many people already possess a cassette player and they
are relatively cheap to acquire. It should be noted that The British Wireless
for the Blind Fund provides cassette players free of charge to registered blind
people if they cannot afford to purchase equipment.
The survey discovered that CDs
were more likely to be preferred by younger respondents - 15% of those under
25, and 7% of those between 25 and 64 preferred CDs. This may explain further
the low appeal of CDs given that a large proportion of visually impaired people
are elderly and may be less comfortable in adjusting to the new technology.
It is very likely that
preferences will change in future and the number of people who use spoken word
CD recordings will rise as more material becomes available in the format, CD
players become cheaper and a new generation of users more comfortable with new
technology emerges.
Preferences regarding abridged
and unabridged audio books were explored. Some 63% of the interviewees that use
sound recordings prefer unabridged audio books, 23% have no preference either
way and 9% prefer abridged. (5% did not understand the question). There was no
difference by age or gender. These figures suggest that although the majority
of visually impaired people prefer unabridged sound recordings, there is a
small market for abridged materials and there should be provision for those
users who prefer abridged works. Most interviewees said that they preferred
unabridged audio books because they wanted equality of access to that of a
sighted person. If they had the whole version of a book, then they had the
option of reading those sections they wanted.
Only 75 respondents (13%) had
used RNIB audio-described videos. This small percentage is mostly because
people have not heard about them. There is also a clear association here with
age. 60% of under 25s have used audio-described videos, compared to 19% of
those aged 25-64, 12% of 65-74 year olds, 6% of those aged 75-85, and just 2%
of those over 85.
There is also a slight
association with gender, 18% of men have used audio-described videos, compared
to 11% of women. The extent to which this is related to age differences and the
imbalance in the sample cannot be fully ascertained on the current data.
Those that do use audio
described videos get them from a variety of sources: 16% have borrowed them
from the library, 36% have ordered them from the RNIB and 48% have obtained
them by other means, often borrowing them informally from friends or from a
local society.
Respondents were asked whether
they used computers to find information. 23% did use them, and there was a
statistically significant difference between age groups, and between men and
women.
Younger people were much more
likely to use computers than those who are older, and men more likely to use
them than women (although this effect may be confounded by the age distribution
of the sample).
By age, 98% of those under 25
used computers, compared to
53% of those aged 25-64
5% of those 65-74
3% of those 75-85, and
2% of those aged over 85.
By gender, 36% of men, but only
16% of women used computers.
83% of those who used computers
had one at home, and there was no difference between the age groups or between
men and women. 74% of those using computers used them somewhere else - mostly
at school/college or at work, according to their age. Only four respondents
said they used computers in the public library.
Those who used computers were
asked how they used them:
38% used speech software
23% enlarged the text
3% used a screen magnifier
1% used a refreshable Braille display
3% quoted “other”
32% said they used more than one method, ie using both speech software and
enlarging the display.
Computer users were also asked
for what purpose they used computers:
80% said for doing their own
work and correspondence
72% used email
68% said they accessed leisure information
48% used computers for study
37% accessed work information
9% quoted other uses.
In addition, they were asked
which applications they used:
94% used word processing
software
76% used the Internet
64% used spreadsheets databases
62% used CD-ROMs.
These high figures illustrate
that, although the proportion of visually impaired people using computers is
still in a minority, those that do so are highly competent and use a variety of
functions.
It is interesting to note that
98 respondents (17% of the whole sample) used the Internet, although the survey
did not distinguish whether they had Internet access on their home computer, on
a machine somewhere else, or both. Compared to the national average of
households with access to the Internet this figure is only slightly lower. Data
from the Office for National Statistics (2000) for the year 2000 reveals that
19% of all households have access to the Internet. However, when these data are
separated into age ranges it reveals that only 5% of retired couples and 1% of
retired individuals use the Internet at home. In the LISU survey nine
respondents over the age of 55 use the Internet, which is just over 1% of the
sample. This reflects the national figure for home Internet users in the older age
ranges.
As the proportion of people with
access to IT and appropriate skills increases in the population it is very
likely that the incidence of take-up of IT by visually impaired people will
grow. The trend towards more user-friendly systems and equipment will also play
a positive part. What is important is that the needs of visually impaired
people are accorded appropriate attention by the developers and operators of
those systems.
There is a long tradition of
public library provision in the UK. The sector offers an extensive range of
services to the population at large. Currently, some 208 library authorities
between them provide almost 4,900 fixed and mobile service points (LISU, 2000).
Recent initiatives such as the introduction of the Peoples Network (Peoples
Network Online, 2000) underline the way in which the services are maintaining,
and indeed even extending their capacity to fulfil their role as channels of
information. The public library movement is recognised as an important force in
the cultural and economic wellbeing of the nation. Furthermore, there is a
growing awareness of the role of public libraries as agencies for fostering
social inclusion and facilitating lifelong learning. As such it has had to seek
to develop as an agency that presents no barriers – economic, social, or indeed
physical – to access.
Only 6% of all respondents had
never been to, or used a public library. However only 31% of the sample were
recent public library users and had been within the last six months;
6% had been within the last year
7% within the last three years
50% had not been for at least three years or more.
Most of those who had not been
to the public library during the previous three years said that this was due to
them preferring the services of other organisations since losing their vision.
There is a clear relationship with age, with older respondents less likely to
have visited the public library within the last year than younger people.
54% of respondents under 25 had
visited the library in the last year, compared to:
48% of those aged 25-64
34% of those aged 65-74
32% of those aged 75-85
25% of those over 85.
The following questions in this
section were only answered by those who had used a public library within the
last year. These were defined as recent public library users. and comprised 213
respondents, or 37% of the overall sample.
Recent public library users were
asked whether they used a local or regional branch:
79% used their local branch
16% used a regional branch
5% used both.
Overwhelmingly it seemed that
library users visited the nearest branch to their homes, regardless of age or
gender.
Methods of transport to the
library varied:
44% walked
26% caught the bus
24% went by car
6% quoted “other” means of transport.
Users were asked whether they
had encountered problems getting to the library. 20% said yes, 80% said no.
There was no difference by age. Often older respondents told the researchers
that they were restricted in their mobility and that often it was difficult to
arrange for someone to drive them to such places as the library.
Respondents were asked whether
they go to the library by themselves or with others; 40% of public library
users go to the library on their own, 60% go with someone else. Many
respondents were, however, quick to point out that they did not take someone
because they needed assistance, for example, some respondents said that they
took their children to the public library to help them with their studies. Age
has a slight influence on responses - those under 25 were most likely to be
accompanied (75% of this age group), compared to 44% of 25-64 year olds. The
proportion being accompanied then rises again with age, to 69% of the over 85s.
The survey asked about the
enrolment process. Only 4% of the recent library users had experienced problems
when registering with a library. Some 51% of library users said they did not
know whether the joining form was available in alternative formats (however,
many respondents had joined the library many years before, often before their
sight had deteriorated). It was stated by 42% that the form was not available
in alternative formats, but that the librarian had filled it in for them.
Regarding the signposting and
layout of the public library used by the respondent, interviewees were asked to
rate how easy it was to find the sections that they needed. Half of the public
library users (91 respondents) stated that it was very easy for them to
navigate around the library. However, 34% claimed that they experienced a few
problems and 16% said that it was very problematic. There is an interesting
correlation with age here with the 25-64 age group reporting significantly more
difficulty than younger or older respondents.
Mobile and home delivery
services were examined. Often respondents who used home delivery services would
say they were not a public library user in the true sense. It then depended on
the initiative of the interviewer to find out about this aspect of access and
to ask the appropriate questions. Around half the total sample (268
respondents) were asked about the existence of these services and 15% said
there was no service; 34% did not know whether a service operated or not. These
responses should be a cause of concern in public library authorities
everywhere, because they indicate a lack of awareness of what is available.
Kinnell et al (2000) found that 93% of public library authorities in the UK
provide outreach services for visually impaired housebound people, and 92%
operate mobile libraries (CIPFA, 2001). The survey discovered that 12% of the
overall sample had used either home delivery or mobile public library services.
Respondents were asked to rate
the collection of material for people with impaired sight at the library which
they used. The results showed that 18% rated it “excellent”, 39% “good”, 27%
“adequate” but 15% thought it “poor”. The more elderly respondents were likely
to give higher ratings. Although this age group form the majority of visually
impaired people, there is scope for targeting the collection to the needs of
younger users more closely.
When asked about the formats
available, 60% of respondents were aware of large print book collections, and
85% of audio recordings. Very few were aware of any other available formats.
The study by Kinnell et al (2000) showed that these other materials were widely
available, in almost all branch libraries and mobile libraries. There may be an
issue to be addressed here regarding promotion and publicity to increase
awareness among visually impaired people of what is available to them.
The results indicate that 18% of
visually impaired public library users make information requests once a week on
average, 24% do so once a month, 28% less often, and 30% never. Those who do
make requests were almost all satisfied with the response, as only 4% were not
satisfied.
Special services in libraries
were investigated by the survey – 41% of public library users said that their
library did not offer transcription or enlarging services, 28% they did not
know and 31% said that their library did provide such facilities. Some 21%
reported a waiting list for some services, but this was rarely longer than a
month.
There was confusion amongst
respondents regarding the issue of charging for services. Most library users
did not know whether sighted people were charged for services, as they
themselves received concessions. In the survey 32% said their library did have
charges, 48% said they did not and 20% said they did not know. Furthermore, 54%
said visually impaired people received concessions, 10% said they did not and
37% said they did not know.
The research attempted to gather
information regarding the respondents’ opinions of public library staff
awareness of visual impairment issues. Some 72% of public library users thought
that library staff were aware of their needs and the available resources, 12%
said they were not and 16% said they did not know. Asked to rate their opinion
of the attitude and helpfulness of library staff, 54% thought they were
excellent, 37% thought they were good, 7% considered them to be adequate and
only 2% thought they were poor. Therefore, when the results are aggregated
together some 91% of respondents regard the staff as good or even better. Some
29% reported that staff referred them to other agencies for services which the
public library did not provide.
Overall, 87% of recent public
library users said they were satisfied with the service in general. However,
there is again a difference between the age groups, although there is
insufficient data to test the statistical significance of this. Older users are
more likely to be satisfied than younger users. 80% of those under 25 were
satisfied, compared to 85% of those aged between 25 and 74, 90% of those 75-85,
and 97% of the over 85s.
These reported satisfaction
levels, even amongst the youngest age group, are high, but should not give rise
to complacency. Satisfaction is inextricably linked with expectation, and
gratitude for any sort of service can colour the responses. The findings of
this section of the survey indicate that there is confusion over issues such as
charging for services, and the availability of equipment, and there is a
potentially serious lack of awareness of the facilities available in public
libraries for visually impaired people. Many public library users are “lost” as
they lose their sight and mobility with increasing age. The availability of
services and resources that enable them to continue with the pleasures of reading
needs to be made better known. Equally, the needs and awareness of younger
visually impaired people need to be addressed. Although there are obvious
resource implications in promoting available services and attracting new users,
the provisions of the Disability Discrimination Act imply that this should be
undertaken to promote equality of access for all.
Note that this study surveyed
users and not providers. Moreover, it gathered information about their
perceptions as well as their activities. The provision of services to visually
impaired people by public libraries, and the access to other services provided
through public libraries were examined in Kinnell et al (2000). The extent to
which users’ perceptions match the provision locally available is a matter for
assessment by individual authorities.
The Royal National Institute for
the Blind (RNIB), founded in 1868, is one of Britain’s leading and best known
charities. It provides over 60 different services for visually impaired people
and it actively campaigns for the elimination of discrimination and works
towards the amelioration of blindness. Preparation and distribution of RNIB
Talking Books is one of the best known of RNIB’s many services, and it is
available to anyone who cannot read standard type (N12 or less) comfortably
with the best possible spectacles. The service began in 1935 and has changed
much since then. Originally, a talking book consisted of a specially designed
gramophone record that held 25 minutes of recorded material per side. Now the
books are recorded, unabridged, onto multi-track cassettes, which can hold up
to 12 hours of reading and they are played on machines specially adapted for
people with sight loss. RNIB issues 3 million Talking Books every year. Members
receive their “books” by post and can choose from a catalogue containing over
12,000 titles including fiction, non-fiction, children’s books and books in
Asian languages and Welsh.
Of the non-public library
agencies, RNIB Talking Books service had the highest number of users with 37%
(215 respondents) of the sample being current borrowers. Former users
accounted for 14% (84 respondents) of the sample and 49% (282 respondents) had
never tried the service.
There was no difference in use
of this service by gender, but a statistically significant difference by age of
respondent.
73% of those under 24 had never
used the service, compared to 40% of those aged 25-64, 45% of those aged 65-74,
and 50% of those over 75. The proportion of former users was highest in the 25-64
age group, at 23%. Just 5% of under 25s were former users, as were 15% of those
aged 65–74, 10% of 75-85 year olds, and 13% of those over 85.
Reasons why the RNIB Talking
Books service has a larger customer base than some of the other sound recording
providers include:
·
the
service is well known and hence often recommended
·
people
think that there is a wider choice of titles available than from other sources,
including public libraries
·
many
people perceive that this is the main option available to them to “carry on
reading” when they can no longer comfortably read print.
The former users were asked why
they had ceased using the service. There were a variety of responses. Some
interviewees simply said that they had become bored of listening to audio books
and that they had found different hobbies and interests. Others said that they
no longer had time to read because of a change in lifestyle. Some people
discontinued the service because they had opted to use another format; some
preferred to read Braille thus ‘abandoning’ audio books. Others said that they
had received treatment for their eye condition and that they could now read
large print. The main reasons cited for leaving the RNIB Talking Books service
were:
·
Machine
is too bulky (10 respondents, 12% of the total)
·
Machine
difficult to use (9 respondents, 11%)
·
Machine
breaking down (9 respondents, 11%)
·
Background
noise on the tapes (4 respondents, 5%)
·
Tapes
too long (3 respondents, 4%)
·
Exhausted
titles that they were interested in/ did not like range of titles
(2 respondents, 2%)
·
Dull
readers (2 respondents, 2%)
·
Machine
is not portable (2 respondents, 2%)
·
Could
not compile list of titles on their own (2 respondents, 2%)
·
Too
expensive (1 respondent, 1%)
·
Too
much bad language in the modern titles (1 respondent, 1%)
Just under half of the whole
sample - 282 respondents - had never used RNIB Talking Books. Reasons quoted
were:
·
Prefer
other reading formats (31 respondents, 11%)
·
Prefer
to borrow audio books from public libraries (23 respondents, 8%)
·
Not
heard of RNIB Talking Books or do not know how to join (22 respondents,
8%)
·
Prefer
to use Calibre (16 respondents, 6%)
·
Do
not like Talking Book’s machines (12 respondents, 4%)
·
Too
busy/prefer other hobbies (7 respondents, 2%)
·
The
service perceived to be too expensive to subscribe (7 respondents, 2%)
·
Prefer
to borrow audio books from local societies (6 respondents, 2%)
·
Titles
perceived to be not up to date (2 respondents, 1%)
·
Negative
feedback from friends (2 respondents, 1%)
·
Prefer
to buy their own audio books (2 respondents, 1%)
·
Hearing
problems mean cannot use audio books (1 respondent)
·
Thought
RNIB Talking Books were abridged (1 respondent)
·
Thought
the service was too patronising (1 respondent)
·
Prefer
to use school library (1 respondent)
The remaining questions
regarding RNIB Talking Books were asked of the current users of the service
(37% of the overall sample, 215 respondents) This forms the basis of the
remaining analysis in this section.
RNIB Talking Book users were
asked how long they had subscribed to the service. There are significant peaks
in the years in which people joined. In particular, 15% of RNIB Talking Book
users have been members for two years, perhaps indicating a big recruitment drive
that occurred around 1998. This year coincides with the publication of a
leaflet called “Carry on Reading”, which was produced to make more people aware
of the library and related services that are available to visually impaired
people in the UK. It shows the efficacy of such publicity drives.
Overall, the average length of
membership of the service was just over ten years.
10% of users had belonged for up
to 1 year
17% between 1 and 2 years
9% between 2 and 3 years
6% between 3 and 4 years
10% between 4 and 5 years
20% between 6 and 10 years
17% between 11 and 20 years
6% between 20 and 30 years
7% for more than 30 years.
RNIB Talking Books users were
asked how they had initially heard about the service. One third of RNIB Talking
Books users had heard about the service through a Social Services department
(67 respondents) and 7% through their rehabilitation officer (14 respondents).
One explanation for these figures may be that these respondents lived in areas
of the country where local authorities are prepared either to pay for or
subsidise the provision. A few (10%) were told by a friend or relative and 91,
representing (42%), cited “other” sources. Examples of “other” sources quoted
by the respondents included local societies, local resource centres and public
libraries. Only 5% of respondents had heard of the service through a school,
whether a special or mainstream school, and significantly, only one respondent
under 25 had heard of the service this way.
Members were asked whether they
had had problems when first registering with RNIB Talking Books. A large number
(96%) had not had problems, only 4% said that they had experienced difficulties
in joining. Sometimes these problems related to a delay in the individual being
registered as blind or partially sighted, rather than in any problem with the
actual process of RNIB enrolment. This seems to be an issue relating to the
availability of appointments with ophthalmologists and certification.
The next question asked about
how people joined RNIB Talking Books and whether the form was available in
other formats. There was considerable confusion over this question, often
because members had joined a few years before and could not remember. The
majority, 80%, were correct in saying that the form was in print and that they
had got someone to fill it in for them.
The survey attempted to find out
who paid for RNIB Talking Books membership subscriptions. Half of the
interviewees understood that Social Services departments paid their
subscription; this was the most common means of payment. Some 9% of respondents
paid their subscription themselves, 4% thought that their public library paid
for them, 9% quoted other sources, for example, payment by a local society
or a relative. A significant number, 23%, did not know that there was a fee or
who paid it for them if there was one.
Current users were also asked
what they thought of the range of titles available and the physical quality of
the tapes and players. The RNIB range of titles was thought to be excellent by
51% of respondents, 41% thought it was good, 8% thought that it was adequate
and only one user thought the range was poor. Responses to a question relating
to users’ opinions of the condition of the player and tapes were not so
overwhelmingly favourable: 36% of users thought they were excellent, 49%
claimed they were good, 13% said adequate and 2% thought they were poor.
With regard to the general level
of service, 80% of users reported having no problems with the service. Overall,
56% of respondents thought that the service was excellent in general, 39%
considered it to be good, 5% claimed it was adequate and no respondents thought
it was poor. Despite these reported high levels of satisfaction; 42 respondents
(20% of the present users of this service) claimed that they had experienced
problems. Examples of problems cited by respondents include:
·
Twisted
tapes
·
Wrong
titles being sent
·
Unsuitable
titles being sent, after user had requested not to receive any books containing
sex and violence
·
Was
not warned about titles containing bad language
·
Too
many romance titles
·
Not
enough non-fiction available
·
Tapes
sent in wrong order
·
Time
lapse in tapes being sent
·
Long
waiting time for certain titles
·
Catalogue
difficult to use without assistance
·
No
Braille catalogue
·
Catalogue
not available digitally or online
·
Difficult
procedure for choosing titles, having to request a list of 40 titles is too
onerous
·
Have
to be over 18 to order them yourself
·
Customer
service staff on telephone help line perceived as unhelpful
The final question in this
section asked users for their opinions on how the Talking Books service could
be improved. Here are some of their suggestions:
·
Make
titles available on CD not tape
·
Make
it a free service
·
Check
tapes more thoroughly
·
Weed
out old broken tapes and replace them
·
Label
tapes more clearly
·
Enable
machines to fast forward as well as rewind
·
Make
quieter machines
·
Have
more sophisticated volume control
·
Have
clearer instructions for the machines
·
Use
contrasting colour plastic on the machines to make them easier to use
·
Make
machines smaller and portable
·
Speed
up repair of broken machines
·
Have
an option for the user to buy the machine
·
Send
less titles if the user is a slow reader
·
Employ
better readers, with more interesting voices
·
Have
more classics available in the choice of titles
·
Have
more new titles
·
Try
not to send same title twice
·
Have
more local history titles
·
Review
other titles on the end of books
·
Have
more information on new titles
·
Make
catalogue available in all formats
·
Make
catalogue available on the Internet
·
Have
better training for customer services staff
·
Check
requests – so what is sent matches what is wanted
·
Provide
joining forms and information in all formats
·
‘Tighten
up’ on people who don’t return books
RNIB Talking Books is a well-known
and well-used service and this survey indicates that current borrowers seem
generally satisfied. However, complacency is to be avoided. Survey respondents
quoted a range of problems and offered many positive suggestions for
improvement. There is clearly scope for the RNIB to use the opinions and
feedback from its users to develop and enhance provision in the future.
Calibre Cassette Library is a
registered charity, set up in 1974 to provide a postal lending library to
people who, for whatever reason, cannot read books in a printed format. This
service is free to anyone supplying a certificate confirming their entitlement
to such provision. At the time of writing Calibre’s distribution delivers 1,800
cassette packages a day to its 15,759 members, using standard cassettes, hence
no special equipment is required. Their catalogues, for which there is a small
fee, are available in print, on audio cassette or computer disk and there are
frequent updates of the latest titles available. There are over 5,000 adult and
1,000 children’s titles to choose from in the collection, covering both fiction
and non-fiction.
Calibre has a smaller membership
than RNIB Talking Books: 15,795 and 45,831 respectively and this ratio is
reflected in our sample. However, Calibre offers an important alternative. It
uses standard single-track cassettes, which can be used on any tape player and
which are therefore portable. The service has no subscription fee.
It is interesting that the age
profile of Calibre members is slightly younger than that of the visually
impaired population as a whole. Although direct comparisons cannot be made
because the age categories used do not match entirely, membership statistics
gathered in July 2000 show that:
9% of Calibre members are aged 0-16,
compared to 2% of all visually impaired people aged 0-15.
17% of Calibre members are aged
17-59, compared to 16% of all visually impaired people aged 16 to 64.
65% of Calibre members are aged
70 or over, compared to 71% of all visually impaired people aged 75 or over.
It may be that the more
conventional format and portability of Calibre tapes is preferred by younger
people, or that the elderly find them more difficult to handle as they lose
flexibility in their hands.
Calibre Cassette Library was
used by 78 interviewees (13% of the sample), a further 41 interviewees (7%)
were ex members of the service and 461 respondents (80%) had never been a
Calibre user.
Calibre users cited several reasons
why they chose to borrow tapes from this service. Format was an important
issue. Calibre members often said that they liked being able to use the
standard cassettes in their own tape players; one user commented, “I like the
standard cassettes because they can be used in a Walkman”. This issue is also
connected to portability: one can use a variety of players, so there is more
freedom to listen to books whilst travelling or engaging in another activity.
Cost was another reason why
Calibre users liked this service; unlike RNIB Talking Books or Talking
Newspapers UK, Calibre does not have a subscription fee. Most members really
appreciated this aim of providing a service free to the borrower and many
members revealed how they voluntarily sent donations or raised funds to support
Calibre. Members also commented on details such as the catalogue being in large
print and the newsletter being produced on cassette as reasons why they thought
the service was making a real effort to reflect the needs of its members: “I
like the large print catalogue and the talking newsletter, it is a very good
service”.
However, 41 survey respondents
had been Calibre members in the past, but had stopped their use of this
service. Noted below are the reasons given for discontinuing membership of
Calibre. (Some former users quoted more than one reason.)
·
Perceived
the tapes to be in poor condition (5 respondents)
·
Too
busy to listen to tapes (5 respondents)
·
Prefers
to borrow tapes from the public library (4 respondents)
·
Was
bombarded with too many cassettes (3 respondents)
·
Finds
single track cassettes difficult to use (2 respondents)
·
Prefers
RNIB Talking Books (2 respondents)
·
Readers
sound amateurish (2 respondents)
·
Background
noise on cassettes (2 respondents)
·
Rarely
received titles that had been requested (1 respondent)
·
Has
developed hearing problems and no longer uses tapes (1 respondent)
·
Needed
someone to help choose from catalogue (1 respondent)
·
Cassettes
were sent in incorrect sequence (1 respondent)
·
Did
not like packaging of cassettes (1 respondent)
·
Has
problems posting back the cassettes (1 respondent)
·
Prefers
to listen to the radio (1 respondent)
·
Prefers
to read Braille (1 respondent)
·
Prefers
to buy their own books on cassette (1 respondent)
A large proportion, 80% of the
total sample (461 respondents) had never tried Calibre. The survey asked
interviewees why this was so:
·
Has
not heard of Calibre before (136 respondents, 30% of those who had never used
the service)
·
Prefers
RNIB Talking Books (43 respondents, 9%)
·
Not
interested in reading (21 respondents, 5%)
·
Prefers
to borrow audio books from the local library (13 respondents, 3%)
·
Prefers
to read large print (9 respondents, 2%)
·
Has
no time to read (9 respondents, 2%)
·
Prefers
to borrow books on tape from their local society (6 respondents, 1%)
·
Prefers
to read Braille (3 respondents, 1%)
·
Thinks
that they have to pay a fee (3 respondents, 1%)
·
Thinks
the books are abridged (2 respondents)
·
Has
heard rumours that Calibre readers are poor quality (2 respondents)
·
Prefers
to listen to the radio (2 respondents)
·
Audio
books send them to sleep (2 respondents)
·
Does
not like using standard cassettes (1 respondent)
·
Has
other hobbies (1 respondent)
·
Is
hard of hearing and finds audio books difficult to use (1 respondent)
·
Would
find it inconvenient to post tapes back (1 respondent)
·
Prefers
to buy their own books on cassette (1 respondent)
·
Has
heard from friends that Calibre cassettes are poor quality (1 respondent)
The remaining questions
regarding Calibre Cassette Library were asked of the current users of the
service (13% of the overall sample, 78 respondents in all).
The average length of membership
of Calibre was 6 years 8 months. Recruitment seems to have been consistent,
though there were higher numbers of members who had joined within the previous
two years. This could be explained by either Calibre having had more
marketing/promotion successes in 1999/2000 or that the interviewees identified
had only recently (within the last two years) developed their visual
impairment. As with the RNIB Talking Books service, the introduction of the
“Carry on Reading” leaflet around 1998 could have increased awareness and
resulted in increased member figures.
16 respondents, 21%, had been
using the service less than a year
11 respondents, 15%, for between 1 and 2 years
7 respondents, 9%, for each of 2-3 years, 3-4 years and 4-5 years
13 respondents, 17%, had used the service for between 6 and 10 years
10 respondents, 13%, had used it for between 10 and 20 years
4 respondents, 5%, for more than 20 years.
Calibre users were asked how
they were initially informed about the organisation. The fact that nearly one
quarter of all survey respondents had not previously heard about the Calibre
service is quite significant and highlights promotion as a very important issue.
Some 25% of Calibre users (19
respondents) interviewed had heard about the service from Social Services, 3%
(2 respondents) from their rehabilitation officer, 17% (13 respondents) had
been informed by friends or relatives, and 1% (1 respondent) from school
(mainstream). However, 54% (41 respondents) quoted “other” sources, which
included public libraries, exhibition stalls at events such as Vision, local
societies and local resource centres.
The age profile of Calibre users
is slightly younger than that of the survey sample as a whole, with just 13%
being over 85 compared to 20% of the whole sample. It is perhaps disappointing,
therefore, that only one interviewee had discovered Calibre from information at
school. More advertising of the service in educational establishments could be
a potentially useful promotional mechanism.
Calibre members were asked about
any problems that occurred during applying for the service. Encouragingly, 65
respondents, representing 93% of members, said that they had not had any problems;
five interviewees (7%) said that they did have some difficulty. Their comments
included: “I needed assistance because the form was printed”; “I wished I could
join online, but I needed to get a doctor’s signature to prove I was
registered”. It should be noted the form is available on the World Wide Web
page http://www.calibre.org.uk/membership_app.htm. However, this form could not
be submitted electronically; it has to be printed out and sent in with a signed
form http://www.calibre.org.uk/certificate.htm to confirm that the person
applying is visually impaired. Calibre have since updated their web site, and
it is now possible to join on-line.
Those interviewed were asked a
specific question regarding the format of the joining form. Some respondents
had been a member for a long time and could not remember; 17 respondents, 22%,
said they did not know in what format the form was available. Six members, 8%,
thought that it was available in large print but 48 respondents, 63%, said that
they got someone else to fill it in for them.
Calibre users were asked whether
they had to pay for the service. Some 13% thought that a Social Services
department paid a subscription fee for them, 26% said they paid themselves
(though they did not specify whether this was a voluntary donation or a fee)
and 44% correctly reported that Calibre was a free service. The confusion
probably arises from the fact that although Calibre is technically free, the
organisation does make a small charge for catalogues and also seeks donations
from members.
The survey posed questions
relating to the stock. Current users were asked what they thought of the range
of titles available and the physical quality of the cassettes.
Half the respondents thought
that the Calibre range of titles was excellent, 42% thought it was good and 8%
adequate. None of the Calibre users thought that the range was poor.
In response to a question
relating to what they thought of the physical condition of the tapes, 28% of
users thought they were excellent, 51% claimed they were good, 18% said
adequate but 3% thought that they were poor.
Overall, 65% of users rated the
service as excellent in general, 30% considered it to be good, 4% claimed it
was adequate and one respondent thought that it was poor.
Only eight interviewees told
researchers that they had previously had problems with Calibre’s service.
Problems cited included:
·
Calibre
claimed that the user had lost a tape and now they will only send one book at a
time.
·
A
user had accidentally mixed up one of their personal tapes with a Calibre tape
and Calibre did not return the user’s tape.
·
Calibre’s
computerised systems do not always process orders in logical sequence. One user
ordered a trilogy and received part 3 before part 1.
Calibre users were asked for
their suggestions regarding how they thought the service could be improved.
Here are some of their ideas:
·
Improve
the packing material, as it is awkward for the elderly and those with arthritis
·
Make
packaging stronger and more secure
·
Have
more copies of the latest titles
·
Be
more sensitive and understanding when accusing members of losing tapes
·
Use
one reader only for each title, changing readers is distracting
·
Don’t
use readers with monotone voices
·
Have
facility to submit joining form online
·
Expand
choice of titles
·
Update
the catalogues more frequently
·
Have
more sports and autobiography titles
·
Make
users more aware that you can have the catalogue available on computer disk
Calibre Cassette Library is less
widely known than the RNIB Talking Books Service, and appears to appeal to a
slightly younger clientele. Although numbers in membership (and tapes issued)
have increased since the survey was undertaken, there remains scope for
widening the membership, and promotional activity within schools and colleges,
as only one user in our sample had heard of Calibre through school.
Current users rated the service
highly, with over half regarding it as excellent. Former users had a number of
criticisms which could be addressed. There was some confusion over payment for
the service, and concern over the joining procedure, although the move to on-line
enrolment is evidence that service development continues.
The National Library for the
Blind, based in Stockport, was founded over a hundred years ago. It provides a
postal lending service of material transcribed into Braille and Moon, free of
charge to anyone with a visual impairment. Members have access to over 40,000
titles in Braille and about 4,000 in Moon. The National Library for the Blind
also provides learning materials for readers who are Braille or Moon beginners,
or for those who wish to improve their Braille or Moon reading skills. It also
has an extensive web site providing an array of electronic services including,
among other things: an OPAC, a writers in residence section, Book Forager
selection aid, KnowUK on-line reference resource, and an accessible websites
portal.
People choose to use the
National Library for the Blind because it offers a wide choice of titles in
Braille that are unavailable elsewhere. Also it provides material to assist
them in learning and practising Braille or Moon reading. The respondents that
preferred Braille as a format said that they favoured it, because it was
‘active reading’ not passive listening.
The National Library for the
Blind is different from other library lending services for visually impaired
people in that it provides tactile formats as opposed to audio books or large
print. Readers mostly join the NLB at a young age (people who may have been
born with a visual impairment) whilst in education and continue using the
service throughout their lives. Those who have acquired a visual impairment
later in life tend not to learn Braille and so cannot use the service. This may
be attributed to various health conditions limiting their sense of touch, as
well as the restricted availability of Braille or Moon tutors. These issues are
further explored below.
The National Library for the
Blind had fewer members than the other organisations investigated by this
survey. Only 33 respondents said that they preferred to use tactile reading
methods and this will have an inevitable influence on membership. Some 56
interviewees, representing 10% of the sample, were current National Library for
the Blind users, 18 respondents (3%) were former users and 503 respondents
(87%) said that they had never used this service.
The age profile of NLB members
in the sample is much younger than that of the non-members in the survey, or of
the visually impaired population as a whole. Of the 56 members, 30% were under
25, 54% aged between 25 and 64, 9% between 65 and 74, and 8% 75 or over.
Looked at the other way, 43% of
those aged under 24 in the sample were members of NLB, but this proportion fell
dramatically with increasing age. 20% of those aged 25-64 were members, 6% of
those aged 65-74, 1% of those aged 75-85 and 2% of those over 85. Only nine NLB
members in our survey were aged 65 or over. Younger people are much more likely
to be members than their elders. The survey did not interview children but it
is interesting to ponder what proportion of the National Library for the Blind
membership is aged under 16.
A small number of respondents (18)
were former users of the National Library for the Blind. The reasons given for
deciding to discontinue membership included:
·
Not
enough time to read
·
It
takes longer to read Braille than to listen to tapes
·
Prefers
RNIB Talking Books
·
Prefers
Calibre
·
Posting
the books back was bothersome
·
Started
learning Moon but gave up
·
Got
out of the habit of reading Braille
·
Books
too large and cumbersome
·
Arthritis
in hands worsened and made it difficult to read
·
Already
had enough reading material from other sources
·
Used
them whilst in education but not after finishing course
Many respondents (503) had never
been a borrower of the NLB; this was attributable to several factors:
·
Cannot
read Braille or Moon (201 respondents, 40% of those never using the service)
·
Never
heard of the NLB (127 respondents, 25%)
·
Prefers
to use other information providers (13 respondents, 3%)
·
Borrows
Braille from elsewhere (8 respondents, 2%)
·
Reads
Braille too slowly (6 respondents, 1%)
·
Prefers
to use tapes (6 respondents, 1%)
·
Thought
that there was a charge to use the service (3 respondents, 1%)
·
Too
busy (3 respondents, 1%)
·
Does
not like reading fiction (2 respondents, less than 1%)
·
Inconvenient
to post books back (2 respondents, less than 1%)
·
Thought
that they had to pay postage (1 respondent, less than 1%)
·
Did
not know how to join (1 respondent, less than 1%)
The remaining questions
regarding the National Library for the Blind were then asked of the 56 current
users of the service (10% of the overall sample). As the numbers are very
small, no percentages are given in the analysis.
National Library for the Blind
borrowers were asked when they first subscribed to the service. Many
respondents had been users for many years; 32 respondents had been members for
over six years, including nine members who had been borrowing Braille for over
31 years. It would appear that some National Library for the Blind users
demonstrate a particular loyalty towards it. There has been no dramatic
increase in membership over the last few years. This may indicate a need to reassess
marketing strategies and promotional activity. It should be noted that one
survey respondent had joined in the previous year, five members had joined two
years before, four had joined three years before, four joined four years before
and five had been members for five years.
National Library for the Blind
users were asked how they discovered the service. Sixteen respondents had heard
about the NLB from a special school, four had heard from a mainstream school,
three had heard from a Social Services department, three had heard from their
rehabilitation officer, seven from friends and relations. Twenty-one
interviewees quoted “other”- including parents, universities, Braille tutors,
magazines and local societies. This is a different pattern from that found for
the audio material lending services.
It appears that the National
Library for the Blind recruits younger users through schools, parents and
higher education establishments. This is possibly because Braille is easier to
learn when one is young, as the sensitivity in the fingers and concentration
levels are more in tune to learning. Braille is also an independent active
format of reading and many young visually impaired people are taught it to help
in their daily lives. Fewer older people learn Braille; as health conditions
often associated with old age, such as arthritis or diabetes often affect their
ability to feel the letters. Another factor is that people who develop a visual
impairment later in life may find it difficult to learn a completely new skill.
They often prefer audio books which are relatively easily available and easy to
use.
Only one National Library for
the Blind user had had problems joining and the reason was that it was
difficult to find out contact details for the organisation.
Respondents were asked about the
format of the joining form. As with the respondents who used Calibre Cassette
Library, some had been in membership for a long time and, understandably, they
could not remember the detail. Some 14 of users said they did not know in what
format the form was available. One member thought that it was available in
large print, one thought that it was available in Braille and 31 said that they
got someone else to fill it in for them.
Users were asked whether they
had to pay a subscription to borrow from the collection and 28 interviewees
correctly perceived the service to be free. Eight users thought that Social
Services departments paid a fee for them and two users said they paid
themselves, though it transpired that they were giving a donation rather than
paying a fixed fee.
Current National Library for the
Blind users were asked what they thought of the range of titles available and
the physical quality of the Braille and Moon books. On the whole, responses
were favourable as 13 borrowers thought that the title range was excellent, 30
thought that is was good and 11 considered it to be adequate. None of the
interviewees stated that it was poor. However as the NLB is the largest Braille
lending facility in the UK and borrowers may not be aware of the NLB’s Braille
title output compared to the output of print publishers, it is possible that
there is low expectation. Many customers are aware of, and are grateful for the
NLB’s efforts to improve the availability of new titles in initiatives such as
the Cheetah
project. This initiative aims to put a selection of the latest book titles into
Braille faster than normal by cutting down on the editing and formatting time.
Users were asked what they
thought about the physical condition of the Braille and Moon books. There was a
favourable response with 19 rating them as excellent, 28 good, and seven as
adequate. Again, none of the users quoted the “poor” option. Is important to
note that Braille books do not have the complications and problems of audio
book formats with, for example, tapes twisting and breaking. However, it has to
be acknowledged that they can be damaged in other ways including: squashed
dots, torn pages and damaged covers.
Overall 26 users thought that
the service was excellent, 25 thought that it was good and only four thought
that it was adequate. None thought it poor. Many National Library for the Blind
users are very satisfied with the service and stay loyal members for many
years.
Despite this high level of
satisfaction, ten users did state that they had experienced problems with the
service. Here are some of the problems that were cited:
·
Waiting
for new titles, especially children’s titles (One user waited 12 months to
read a Harry Potter title)
·
Problems
sending the books back in the post as they are large and heavy
·
Would
be better if they sent the whole catalogue every year, and not just bulletins
·
Service
needs to be quicker
·
Does
not like receiving randomly selected titles
·
Wants
more varied titles, not just popular fiction
·
Some
books have been well used, are worn down and need replacing
·
Has
exhausted the titles in which they are interested
·
Some
books regarding specialist interests seem not to be catered for
The research then examined how
NLB users thought that the service could be enhanced:
·
Create
a more extensive range of titles
·
Transcribe
more new titles and best sellers
·
Replace/repair
old worn titles
·
Use
interlined Braille
·
Improve
delivery speed
·
Use
better quality paper
·
Update
the catalogue more frequently
·
Constantly
update/improve the Internet catalogue
·
Have
more description/blurb on the Internet catalogue
·
Improve
customer service
·
Have
titles available in foreign languages
The National Library for the
Blind is a long established organisation that appears to command a high loyalty
from its membership which is generally satisfied. It appears to be a highly
important resource for young people and a valuable source for education
support. Perhaps, however, it now needs to consider more vigorous means of
promoting the option of learning Braille and Moon to older people to expand its
membership base.
The Talking Newspaper
Association of the UK (TNAUK) is a registered charity which provides national
newspapers and magazines on audio tape, computer disk, e-mail and CD-ROM for
visually impaired and disabled people who find reading a strain. TNAUK receives
no government or statutory funding, depending mainly on grants, donations and
legacies to subsidise its service. TNAUK is also the umbrella group for local
talking newspapers, which are independent charities, and overall they reach
over 200,000 visually impaired listeners nationwide.
Local newspapers and magazines
are supplied free of charge by over 520 local talking newspaper groups, of
which 430 are affiliated to TNAUK and are autonomous. The national service
records over 200 national newspaper and magazine titles at TNAUK headquarters
in Heathfield, East Sussex, and copies and dispatches over two million audio
cassettes a year. Subscribers can choose from a range of subsidised annual
fees, starting at £35 for three titles, and from some 200 weekly, monthly and
quarterly titles per year.
There was some confusion amongst
the interviewees regarding TNAUK, as local talking newspapers are autonomously
prepared and distributed locally, but many are affiliated to TNAUK. Some
respondents would say they were a member of TNAUK, as they received the local
free talking newspaper even though they did not pay a subscription or receive
any national newspaper or magazine titles. It was often necessary to probe more
deeply during an interview to discover whether a respondent was a TNAUK member
or not. It is recognised that any future research should seek to distinguish
more clearly between national and local sources in its context.
Some 92 interviewees (16%) were
defined as current TNAUK users, 48 (8%) were former users and 440
respondents (76%) had never used the service.
TNAUK is unique; and different
from the other providers examined by this survey, because it distributes
factual information and news/current affairs, via a selection of monthly and
weekly titles from the national press. There is a predominance of fiction
material accessible through RNIB Talking Books, Calibre Cassette Library and
National Library for the Blind; hence TNAUK’s unique position. Those who use
this service do so to enable them to access newspapers and magazines via
cassette or email (with speech software). These types of publications offer
considerable challenges in their ‘standard’ form for visually impaired people.
Print magazines are difficult and often impossible to read, even with a strong
magnifier. The pages are often printed in many colours on glossy paper and text
is sometimes superimposed over images. Newspapers are also a source of
difficulty as the type fonts used are relatively small.
A significant feature of TNAUK
revealed by users was that they were able to have access to several titles for their
subscription. Moreover, they could easily change list of titles that they
received should they wish to do so. These factors made the service particularly
attractive to them.
The 48 respondents who were
former users were asked why they had discontinued using TNAUK. Several reasons
were put forward and they included the following:
·
Too
busy to listen to them (8 respondents)
·
Did
not like readers (5 respondents)
·
The
publications were over-edited for their liking (5 respondents)
·
Subscription
is too expensive (4 respondents)
·
Tapes
are poor quality (3 respondents)
·
Too
many tapes to cope with (3 respondents)
·
The
news is not current enough (2 respondents)
·
Prefers
radio (2 respondents)
·
Became
bored of service (2 respondents)
·
The
choice of publications is aimed at older people (1 respondent)
·
Prefers
to use Internet for news (1 respondent)
·
Prefers
to read Braille magazines (1 respondent)
·
Used
to use service when there was a subscription offer with Guide Dogs for the
Blind (1 respondent)
Some 76% of survey respondents
had never subscribed to TNAUK. The reasons given included:
·
Prefers
just to have local talking newspapers (95 respondents)
·
Not
heard about the service (71 respondents)
·
Prefers
to get news and information from radio (39 respondents)
·
Too
busy to use them (19 respondents)
·
Prefers
to get news and information from television (12 respondents)
·
Gets
someone to read printed newspapers and magazines to them (10 respondents)
·
Put
off by costs (10 respondents)
·
Prefers
to use large print (8 respondents)
·
Uses
magnifier to read printed newspapers and magazines (8 respondents)
·
Prefers
to obtain news and information via the Internet (5 respondents)
·
News
is not up to date enough (3 respondents)
·
Does
not know how to join (2 respondents)
·
Too
tedious to use/cannot browse like a print newspaper (2 respondents)
·
Has
heard that the tapes are too edited (1 respondent)
·
Has
heard that you get overwhelmed by the amount of tapes (1 respondent)
The remaining questions
regarding the TNAUK service were then asked to the 92 current users of the
service (16% of the overall sample).
Members were asked how long they
had used TNAUK. Recruitment seemed to be fairly consistent overall, however,
two years previous to the study there appears to have been a higher number of
new subscriptions (15 respondents) than in the last year (7 respondents).
Although this might appear to suggest that TNAUK scaled down its efforts to
recruit new members or that the target group has become smaller or already been
exhausted, the pattern of recruitment is similar to that in other organisations
investigated and may be related to the Carry on Reading promotional campaign in 1998.
TNAUK is keen to recruit new subscribers. Currently only some 1% of visually
impaired people nationally subscribe (TNAUK figures), compared to 16% of the
sample. The average length of membership in TNAUK is 7 years 8 months.
TNAUK users were asked how they
found out about the organisation. 15 users (16% of users) heard via Social
Services departments, three users (3%) were told about the service by their
rehabilitation officer and 13 users (14%) were recommended by friends and
relatives. The largest group of 57 users (62%), discovered the source by
“other” means, including:
·
advertisements
in newsletters and other publications
·
stalls
at various events
·
information
in Local Societies
·
the
In Touch
Radio 4 programme
·
eye
clinics
·
RNIB
information services
·
the
local public library
·
Guide
Dogs for the Blind.
Wide and varied sources were
quoted, indicating that TNAUK has a very broad-based promotional context,
although, as with many other services, respondents had not heard about the
service through schools. There is promising scope for further promotion of the
service as the figure of 71 respondents who had not heard of TNAUK
illustrates.
Interviewees who used the
service were asked about the joining procedure and whether the TNAUK
subscription forms were available in alternative formats. Most TNAUK users
(60%) said that they got someone else to fill in the form for them as they were
sent a printed version, 10% said that it was available in large print, 2% said
it was available in more than one format (but they did not elaborate as to
which formats) and 21% said that they did not know, possibly because they
joined some time before and could not remember. The 60% of users who got
someone to fill in their form may have been sent a large print form, however,
if they were unable to use large print, they would have still required
assistance to complete it.
TNAUK subscribers were asked
whether they had to pay for the service and if so, who paid their subscription
fee. Compared to the other organisations examined in this survey, TNAUK has the
highest proportion of members who pay for the service themselves. In this
survey 77% of TNAUK subscribers pay the fee from their own pockets, 8% claimed
that a Social Services department paid, 5% thought that it was free and 10%
quoted “other” sources such as relatives. It is possible that the seven
respondents who claimed that Social Services paid for them were mistaken and
that their fee was paid from another source. The 5% who thought that TNAUK was
a free service could be unaware of who pays for them or be confusing the
national TNAUK service with the TNAUK affiliated local talking newspapers which
are usually free and co-ordinated by local societies.
Of TNAUK members, 38% subscribed
to national newspaper titles, 25% to local newspapers, 9% to both and 28% did
not take newspapers. The average number of titles taken was five, although some
respondents claimed to receive many more - 30 in one case. Some 22% of
respondents took only one title.
TNAUK users were asked what they
thought of the range of titles. Over half of all the respondents who used TNAUK
(55%) considered the choice of titles to be excellent, 36% thought it was good
and 10% rated it adequate. No one described the range of titles as “poor”.
In response to a question
relating to what they thought of the physical condition of the TNAUK tapes, 35%
thought they were excellent, 55% claimed they were good, 9% said adequate and
1% of users thought that they were poor. It is worth noting that in addition to
TNAUK’s cassette distribution, other modes of delivery are offered.
Publications are made available via computer disk, e-mail and CD-ROM. This
survey did not examine on which of these methods TNAUK users choose to receive
titles. This is a feature which would be worth exploring in any future research
because the availability and take up of IT based delivery systems are growing
rapidly.
Users were asked about their
general satisfaction with TNAUK. Some 57% claimed that they considered the
organisation to be excellent, 33% thought it was good, 9% considered it to be
adequate and 1% thought that it was poor.
Although most of the survey
respondents who use this service seem very content with the provision, this
does not mean that it is not without its critics. TNAUK users were asked
whether respondents had experienced any problems with the service. Out of the
89 respondents who completed this question, 17 claimed to have had problems,
for example:
·
The
telephone help-line only deals with questions about service not with content of
the publications
·
It
wasn’t easy to get the relevant person in customer services. Transferring my
order to email was problematic
·
Not
all of the titles are available via email yet (It should be noted that e-text
availability has been improved recently)
·
They
need to electronically increase the range, and have consistency with
publications. Some weekly publications come out monthly
·
The
packaging is very poor
·
Their
newsletter sounds patronising
·
Some
of the readers have mispronunciation problems
·
They
shouldn’t charge, if you don’t send a tape back on time
·
Some
of the readers are too fast
·
Some
of the magazines come late
·
I
was accused of not sending the tapes back, when I had done so
·
Sometimes
the tapes are faulty
·
Sometimes
there are blank or broken tapes and I never get sent replacements
·
The
readers are too quiet and not clear enough
TNAUK users were also asked for
their suggestions as to how the service could be improved and/or extended. Here
are some of their ideas:
·
Have
more titles available on CD-ROM
·
Improve
customer services
·
Have
faster publication and delivery times, as news gets old quickly
·
I
would like to be able to get shopping catalogues available on cassette as well
as magazines
·
I
would like the letters pages in magazine and newspapers to be included as often
these are left out when the title is put onto tape.
·
The
subscription charges should be reduced.
·
There
should be more titles for young people
·
They
should improve their recording and copying quality
·
They
should allow one to register and subscribe via email (NB one can do so, but
this respondent was not aware that it was possible).
·
They
should offer more choice in magazines, they have nothing on woodwork or craft
·
They
should not abridge the articles
·
If
the TV guides were better formatted, you would find out more easily which of
the programmes are on at the same time
·
Bank
Holidays aren’t covered and they should be
·
There
should be more choice
·
They
should be less expensive
·
The
readers could be better
·
Their
correspondence should be offered in more alternative formats
·
There
should be more titles, eg RSPB Birds Magazine; especially for special interests
·
The
newspapers are highly edited, the choice of articles is not what I would
personally choose.
As was noted earlier, TNAUK is
different from the other organisations examined in this survey as it primarily
distributes an array of non-fiction sources. This service is unique as it is
the only organisation in the UK which provides national newspapers and
magazines in audio formats. As such, it faces specific challenges due to the
nature of the material it provides. News ages at a rapid rate and hence one
issue which TNAUK has to deal with is the speed at which it transcribes and
posts out the newspapers, compared to the time when the printed publication
reaches the public. It should be noted that e–text availability has been
improved recently. TNAUK is manifestly a valuable resource, with 16% of all
respondents to this survey currently using this service. Moreover, there is
generally high satisfaction with what is offered. There is great potential to
raise awareness and expand take up through appropriate promotion and publicity
as well as through greater co-operation with other library and information
services.
The survey that forms the basis
of this study revealed a considerable quantity of detail about the way in which
services are perceived and used. It is apposite to draw some general
conclusions from the evidence gathered. Where appropriate, these conclusions
are supplemented by specific examples taken from the survey responses. Several
points emerge which should enable agencies to target their resources more
effectively to the added benefit of the populations that they are seeking to
serve.
The climate has rarely been more
favourable for the achievement of serious improvement in the provision of information
resources to visually impaired people. The recent prominence given to social
inclusion by policymakers, legislators and administrators offers a new impetus
to enhance access to services for a whole range of people, including those with
visual impairment. A significant component of this development is the
Disability Discrimination Act, which reached the Statute Book in 1995. The
guidelines developed by the Library Association (Machell, 1996) offer a useful
blueprint for service development. The evidence base for what is needed, and
how it should be delivered is being assembled through a range of projects and
initiatives amongst which the Share the Vision Programme is prominent. The documentation
on best practice developed as part of the Programme adds further support. The
endeavours to discover what people want, and how they want it should continue;
the client focus needs to be maintained if service excellence is to be
sustained.
It is clear that all agencies
attract very positive responses from current users in terms of overall client
satisfaction. Consistently high ratings (either ‘excellent’ or ‘good’) were
reported by a majority of users when asked about service quality and the scope
of collections. Moreover, many users tend to demonstrate a fair degree of
‘loyalty’ to specific agencies as evidenced by the number that are relatively
long term users. These findings should give agencies some cause for moderate
satisfaction while at the same time avoiding complacency.
Former users represent a
significant proportion of the people that were interviewed and this is so for
all the agencies involved. The various reasons offered by these ‘lost users’
for having ceased to use services are detailed in the report. In some cases
people have turned to other recreations and their reading has diminished. In
other cases difficulties in accessing services or bad experiences with services
have led to people ceasing to use them. It is a well-worn marketing adage that
acquiring new customers (users) is far more difficult than retaining current
ones. On that basis, more needs to be done to retain the user base of all these
agencies. This may be achieved by paying closer attention to complaints (of
which more later) and sustained communication and consultation with current
users.
A consistent thread runs through
the survey results regarding the high proportion of people that were unaware of
the existence of the various services which are available and the agencies that
operate them. Furthermore, there were many instances where people clearly had
limited or inaccurate knowledge of the scope of the services that they were
using. This adds a new dimension to social exclusion – people are excluded
simply because they do not know what is available! This shortfall in awareness
and knowledge has to be rectified if greater ‘market penetration’ is to be
achieved by the agencies involved and if services are to be used more
effectively by those who are already members. Sustained promotional campaigns
are costly but necessary both to acquire new users and to inform and retain
existing ones. There may be scope for co-operative initiatives in promoting
services of all kinds. The statistical evidence suggests that the major
initiative based on the Carry on Reading campaign some years ago was particularly
successful in attracting users to the various agencies.
The vehicles chosen for
awareness raising and promotion to this group are important. Information
providers need to consider imaginative means of reaching new users through, for
example, local radio, an advertisement on a local talking newspaper or through
giving information to social services departments and rehabilitation officers
to pass on to their clients. Promotion to ‘hard to reach’ groups, such as the
housebound or those who have other sensory or physical disabilities such as a
hearing impairment offer particular challenges. Methods of advertising that
rely on visual appeal, such as posters or leaflets, may not be particularly
effective in reaching their target audience though they may be useful in a
‘word-of-mouth’ promotional campaign and inform sighted friends and relatives.
The methods used to promote a service can be costly and they therefore need to
be evaluated. Properly gathered and interpreted feedback should enable
appropriate decisions about the most effective means of promotion to be to
taken.
Users and potential users
acquire information about the services that are available from a variety of
sources. Social services departments are, as might be anticipated, a prominent
source; friends and acquaintances also feature frequently. Surprisingly, apart
from NLB users, people had not learned about the various services through their
schools. An important opportunity for bringing services to the attention of a
young audience may be being missed here. Libraries did not feature highly as a
source of information about the various specialised agencies, either. If the
library service is to maintain its role as a centre of important information distribution
then there is considerable scope for libraries to seize the initiative by
working jointly with other agencies in promotion, information dissemination and
referral.
An issue allied to service
promotion and recruitment is enrolment – involving the processes of applying
for and paying for services. The survey revealed that there is considerable
confusion in these areas. Information providers need to ensure that the
enrolment process is as simple, and that the associated documentation is as
accessible, as possible. It became evident from the survey that many visually
impaired people wish to organise their lives as independently as possible,
hence procedures which are straightforward, accessible and that do not rely on
assistance from others, are welcomed.
One critical feature of service
success from the user’s perspective is consultation. Users need to feel that
they have a voice and are being listened to. Users seem willing to contribute
their opinions and ideas to assist when new initiatives or changes are being
planned. This approach avoids the risk of stereotyping client groups and basing
decisions on too many assumptions. Operational aspects of service delivery need
to display a similar sensitivity to client preferences. Some respondents, for
example, stressed that not all female, elderly borrowers like romantic novels!
Client (user) centred evaluation
is valuable both for assessing the value and long-term development of existing
services and for testing newer initiatives. Libraries and information services
need to refine means of obtaining customer feedback. In regions in may be
useful for libraries to recruit the assistance of local societies because their
personnel are frequently in touch with users and are highly aware of their
needs. They can provide invaluable advice and recruit volunteers for focus
groups.
Though the general level of
satisfaction with services was evidently high, a number of respondents had
encountered an array of problems that had given rise to dissatisfaction and
engendered criticism. Indeed, in some instances participants had ceased using
services. In relation to the earlier observations about retaining users this is
significant. The criticisms reported varied; some related to the information
‘products’ and their content or physical state; others were concerned with the
way in which a service was delivered. Each instance was clearly important to
the individual, although viewed on a global scale, they may not have appeared
as such to the agency involved. On the other hand when a pattern of complaints
is identified, then it points to the need for swift and appropriate action. For
instance, many survey respondents thought that stock and equipment should be
checked regularly and faulty material either repaired or renewed. One
respondent gave an example of returning a damaged title and telling the
librarian about the problem; then seeking to borrow the same title later, only
to realise that it had been placed back in circulation, without repair or
replacement.
The link between content and
process also needs consideration. Users naturally, but perhaps incorrectly,
assume that an agency is concerned with both. One interviewee gave the example
of a problem she had experienced because she could not determine the spelling
of a garden plant from the narration on an audio tape. When she telephoned the
relevant customer services department for help, she was informed that they
could not assist in queries about the content of the tapes, only the service.
It is also important for
services to be responsive to individual preferences. If a user asks not to
receive any more titles by a certain author, because he or she dislikes the
writing style, the subject matter or too colourful language, then this request
should be taken seriously and noted. Users can feel devalued if their requests
seem to be belittled or ignored.
With the number of users that
are involved in these services and the volume of transactions that take place
it is inevitable that difficulties and errors will occasionally arise. What is
important is the speed and nature of response to those problems. That is,
errors need to be put right, and problems dealt with sympathetically and
swiftly if at all possible. The anecdotal evidence gathered is not wholly
convincing or reassuring on this count. A more client centred culture, where
agencies are more responsive to complaints and problems, is signalled. This
would be in keeping with the prevailing ethos that clients are the most
important element of any endeavour that is seeking service quality and best
value.
The public library service
permeates the community and as such is well positioned to facilitate access to
a range of material for visually impaired people. The data from the survey are
encouraging but with just over a third of respondents regarding themselves as
current library users there is considerable scope for extending this figure
through appropriately targeted services and effective promotion. The earlier
survey of public library provision conducted by LISU revealed that only a
minority of authorities had formal policies that focussed on provision for
visually impaired people and few were claiming to work to the guidelines
developed by the Library Association.
Some salient issues regarding
public libraries are noted below.
Library services do need to
address the practicalities of achieving greater social inclusion in relation to
all their client groups including visually impaired people. The mechanics of
physically visiting a service point may pose particular problems – especially
for elderly people. Home delivery and mobile library provision were used by 12%
of respondents and these services are of much value to those with limited
mobility or who live in rural areas. However, effective promotion of mobile
libraries and home delivery schemes is essential – many survey respondents were
unsure of such facilities. There is the instance of one respondent who amassed
a large fine on overdue audio books borrowed on her behalf because she was not
able to get to the local branch to return them and was unaware of the home
delivery facility. Reaching out to the users and potential users who find it
challenging to visit the library is important. In addition to home delivery and
mobile libraries, the survey identified respondents who used public library
audio books, via a bulk loan arrangement to a local society for visually
impaired people. Often respondents said that it was easier for them to visit
their local society than a public library, as there was free transportation for
them to use. Hence, libraries can optimise the benefits from this situation,
some respondents revealed that a mobile library visited their local society to
coincide with their regular meetings and that this arrangement was much
appreciated. Another suggestion, to help those with transport difficulties, was
for public libraries to liase with local volunteer groups, to organise a ‘lifts
to the library’ scheme.
For borrowers who do visit a
library in person, ease of navigation is an important consideration. Signs,
lighting and layout in the library need to be appropriate and they should
enable the user to navigate the library as independently as possible. Several
survey respondents said that poor lighting discouraged them from using their
public library. Therefore libraries need to evaluate and optimise the physical
arrangement of their institution and solicit and apply users’ recommendations.
A significant proportion of
interviewees (161 respondents, 79% of the public library users) said that that
they preferred to visit their local branch library. Libraries often tend to
offer specialist equipment and services in the larger, main branches and many
library users may not be aware of, or able to reach the facilities that are
available. One respondent suggested that libraries might ‘rotate’ equipment
around branch libraries (much as stock is rotated) or to organise access in
collaboration with local societies. It was also emphasised that all staff,
including those at smaller library branches, should be adequately informed and
trained regarding the special equipment and facilities available, as they can
then make library users aware of the location and of such services. Knowledge
of how equipment is operated should be widespread to ensure adequate support
for users.
It would appear that there are
opportunities for co-operation between the various agencies. Promotion and
awareness raising, particularly on a national scale, have been instanced
earlier. Opportunities regarding access and delivery, some of which have
already been touched upon, may be worth exploring further. The role of the
public library as an agency in the community with a range of distribution
points is worth noting in this respect, although the experience gained from
initiatives in Gloucestershire, and which are noted in the literature review,
suggest that the economics of co–operative distribution need careful analysis.
A point made by one of the specialist agencies illustrates the potential for
distributing material more widely through the public library network.
“Although there are 208 public library authorities in the UK, and some 5,000 public access points to their services, of these only 23 currently stock TNAUK tapes or subscribe to TNAUK e–text services. Only one library authority sponsors residents who receive either tapes or the e–text service at home. This contrasts with the experience of sighted library users for whom access to newspapers and periodicals is commonplace.”
Collaboration between public
libraries and local societies can often benefit all partners. For example, the
public library can disseminate details about any special services through the
local talking newspaper or through talks by library representative to local
societies about what is available at the local library. The societies, in turn,
can publicise their activities through the public library.
The survey highlighted the scope
for greater exchange of information between organisations regarding what they
each provide. Here again the public library as a central and local agency can
be instrumental in providing referral and advice. It is particularly important
that those in public libraries are fully aware of the various other options for
information service provision for visually impaired people.
It would appear that the simpler
the format (in terms of equipment and special skills needed to access it), the
better, as far as most users are concerned. Hence, it is often appropriate to
avoid complicated (and sometimes costly) solutions to information access. Those
with partial sight, for example, favour magnifying glasses for many
circumstances. Audio recordings are also popular with very many people. Tactile
formats tend to be favoured by younger people who may have learned a language
at an early age.
An important proportion of
respondents represents proficient and enthusiastic users of IT. They have
access to equipment and facilities either at home, a place of learning or the
workplace - or sometimes in a combination of these. They are predominantly, but
it must be stressed not exclusively, in the younger age ranges. Their numbers
are likely to grow. Services need to adjust to this new digitally literate
audience and there is evidence that they are doing so as the various
initiatives reported to the Project in the wake of the survey testify. The
effort needs to be sustained and it may require appropriate resourcing.
Discussions with the various
agencies providing services and much of the data gathered in the surveys
suggest that there is generally a strong commitment to providing good service
on the part of those involved. LISU is confident that the statistics and
findings generated from this survey will be used positively to influence
changes in policy and practice that reflect the genuine information and library
requirements of visually impaired people.
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estimates, estimates for 1996 of visually impaired people
(i.e. registerable) and the number of people registered as blind and
partially sighted as at 31 March 1997 in United Kingdom, available from http://www.rnib.org.uk/wesupply/fctsheet/authuk.htm
Stewart, Jill (1996) In Good Company, Examining the Provision of
Quality Services for Disabled Customers in Light of the Disability
Discrimination Act 1995. London: Scope.
STVnews – Newsletter of Share the
Vision. Published quarterly. Editor:
Peter Craddock, Share the Vision, 36 Circular Road, Castlerock, BT51 4XA.
Part of the information
gathering process for the project entailed several fact-finding visits by the
Project Officer to relevant exhibitions, seminars and institutions. These all
provided useful background. A brief account of salient detail is given below.
This was attended on 28 June
2000. A great deal of useful information was available from the many
information providers serving the visually impaired community. A workshop
featured a discussion on the benefits of the Internet to making information
more accessible. An afternoon seminar covered talking images: audio
description.
This was attended on 5 July 2000
in Manchester. Participants were given accounts of other Share the Vision
Programme projects, both underway and completed. This was a very useful day in
terms of gathering information and in identifying key figures in the field.
Central figures regarding Share the Vision initiatives including David Owen,
Margaret Bennett and Linda Hopkins were all contributors.
A special visit to the NLB at
Stockport was undertaken on 20 July 2000. This featured a tour of the library’s
facilities and the collection followed by a meeting with staff - Laura
Alexander, Sarah Bundock, David Egan, Angela Fuggle - to discuss the
approach to the project. It was at this meeting that issues regarding the
segmentation of the survey sample were explored and the potential for a more
global and randomised approach to the survey discussed. Queries were raised
about the approach which sought to categorise those surveyed into one of three
groups: public library users, agency users and non-users as the groupings would
not account adequately for situations where there is ‘cross over’ use, or
examine respondent’s self-definition or account for past activities. A broad
geographical distribution was also regarded as important. These discussions
were very helpful in the final design of the survey.
The Project Officer attended a
training session on 24 July 2000 organised at the Royal Leicestershire,
Rutland and Wycliffe Society for the Blind. This session was extremely helpful
in providing a general awareness of issues surrounding visual impairment and in
promoting greater understanding of the causes and effects of different eye
conditions. Especially helpful was an exercise in wearing spectacles that
simulate the vision available with different eye conditions.
The Project Officer visited the
Calibre Cassette Library at Aylesbury, Buckinghamshire on 23 August 2000 where
she had a meeting with Elizabeth Twinning. This gave valuable insight into how
the Calibre service operates.
Most of the morning was spent
observing the distribution procedures at Calibre – the cycle of tapes being
returned, checked, repaired if necessary, and then being sent on to a different
member. The Project Officer met Calibre’s small team of copyright clearance
staff and discussed with them the issues regarding this area. The user
monitoring research being conducted in-house by Calibre was then examined to
gain ideas to assist in the LISU survey design.
The Project Officer visited the
RNIB on 12 September 2000 to learn about relevant research
projects within the RNIB and had a meeting with Selina Shah & Lori
DiBon, two staff working on research into RNIB information provision.
Notably, the New Information
Distribution Services (NIDS) project aims to aid informed decision making about the future
of RNIB information services, and to ensure that the information needs of
visually impaired people are met effectively. These objectives are being met
through a number of pieces of research or audits which seek to identify gaps
and overlaps in information provision in order that modifications can be made
to provide best service efficiently. The NIDS audits examining the RNIB
information services are similar in concept to the Public Library Services
for Visually Impaired People survey that was conducted by LISU in late 1999. At the
time of the visit the results of the NIDS audits had not been published.
A seminar with the aim of
presenting a selection of Project findings and recommendations was held at
Hazlerigg Hall, Loughborough University, on Monday 14 May 2001. The date was
specifically chosen to coincide with the festival week organised by the
National Library for the Blind under the banner ‘A Touch Of …’ because it was
felt that this would give the Seminar a stronger focus. (‘A Touch Of …’ week
was a national reader development project to reach visually impaired readers
through an integrated approach involving specialist providers and the national
public library service. It involved a partnership between NLB, RNIB, Calibre
and the Society of Chief Librarians’ reader development project Branching Out
with funding support from the DCMS Reader Development Programme. A number of
grants were made available from the NLB to various public libraries to work
with local associations for visually impaired people to organise appropriate
reading events.) The seminar was chaired by Eric Davies, Director of LISU.
There was an encouraging attendance of approximately 40 delegates from a
variety of agencies and libraries.
The Seminar commenced with a
keynote presentation from Neville McKay, the Chief Executive of Resource. He
spoke about the significance of the Share the Vision programme to the wider
framework of Resource’s agenda. He emphasised Resource’s commitment to the core
values of promoting access, social inclusion, cultural diversity, education and
lifelong learning. He described how Resource offers support and advice to the
sector to improve physical and virtual access to collections and information in
order to remove economic, physical, cultural, social and educational barriers.
The second speaker of the day
was David Owen, the Director of the Share the Vision Programme. He gave a brief
introduction to the Share the Vision Programme and explained how this project
related to other work being conducted in the area. He stressed that it was
vital for all information providers to examine where they are currently, to
look at the genuine needs of their users and to explore ways in which changes
can be effected to get services to the point where they need to be. He
explained how the findings from this survey would be of huge significance to
policy makers wishing to contribute to achieving social inclusion in
information and library services for visually impaired people.
Stella Wisdom, the Project
Officer, then gave an account of the current situation revealed by the project.
The talk began with an outline of why the project was needed and what its
objectives were. The survey methodology was explained briefly and then
preliminary findings regarding format preferences, the nature and extent of IT
use and the role played by public libraries were presented.
The next presentation was given
by Ian McRae, the professional broadcaster and writer who is the BBC Disability
Correspondent. Drawing on his own experiences as a visually impaired person, he
described how services such as the National Library for the Blind were
important to him and how specialised equipment such as the Braillite made a
difference to the way he manages information for work and leisure. Ian McRae’s
contribution was both enlightening and inspiring.
In her second session of the day
Stella Wisdom offered tentative recommendations, based on the survey findings,
for enhancing services to visually impaired people. Quoting from examples and
suggestions that had been collected during the research, she addressed issues
such as improving user consultation, making promotion more effective, raising
awareness, providing appropriate equipment and training as well as fostering
greater collaboration with other organisations.
The final part of the seminar
took the form of an open question and answer session involving the audience and
a panel comprising the Seminar speakers and members of the Share the Vision
Survey Advisory Group.
Both informal and formal
feedback to LISU confirmed that the Seminar had been warmly and positively
received by those who attended the event.
APPENDIX 3 - Interview Schedule
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A
Value and Impact Study of Users of Services for Visually Impaired people
|
Name: |
Telephone Number: |
|
Date of Interview: |
Time of Interview: |
Thank you for agreeing to answer some questions about the information services
that you use. The interview schedule should not take more than 20 minutes to
complete. I have arranged the questions in sections relating to different
organisations. Then at the end there are several general questions. Please feel
free to answer as honestly as possible. If you do not use a service or you have
nothing more to say in answer to a question just let me know.
1. How do you prefer to read? (fill in
Format Table)
2. If you use audio recordings; do you
prefer:
Standard Single Track Cassettes
(used by Calibre and Listening Books) (1)
Multi Track Cassettes which
require a specific player (used by RNIB Talking Books) (2)
Compact Disks (3)
3. Do you prefer abridged or non-abridged
audio books? Can you tell me why?
Abridged
(1) Unabridged
(2) Didn't understand question
(3)
No
preference (4)
4. Do you have a favourite narrator? And
what qualities make a narrator enjoyable to listen to?
5. Do you use audio described videos? If
so where do you buy/borrow them from?
Yes
(1) No
(2)
Buy
direct from RNIB (1) Borrow
from Library (2) Other
(3)_________
6. What is your usual method of finding
information?
Ask
someone (1) Radio
(2) Teletext (3)
Library
(4) The Internet (5) Newspapers (6)
Other
(7)
7. Why do you use this source/these
sources?
8. How effective is this source/these
sources for providing the information you need?
Very
Effective (1) Good (2) Adequate (3) Poor (4)
9. Are there any types of information
that are difficult to find?
10. Would you find it useful to go to one centre, such
as a public library and be able to request information from a variety of
organisations and agencies?
Yes
(1) No
(2)
11. Are you able to do this in anyway at the moment?
Yes
(1) No
(2)
12. Do you use computers to find information? (If no go
to public library questions on page 3)
Yes
(1) No
(2)
13. Have you got one at home?
Yes
(1) No
(2)
14. Do you use them somewhere else? If so where?
Public
Library (1) Work (2) School/College (3) Other (4)
_________
15. How do you use the computers?
By
enlarging the text (1)
By
using a soft or refreshable Braille display (2)
By
having speech on your computer (3)
By
using a screen magnifier (4)
Other
(5)_______________________
16. What do you use computers for?
Doing
your own work (w/p, spreadsheets etc)
Accessing
leisure information
Accessing
work related information
Accessing
study related information
Email
Other
__________________
17. Which of the following do you use:
Internet
CD-ROM
Word
processor
Spreadsheets/database
18. What would make using computers easier for you?
These next questions are about
using public libraries
1. When did you last visit a
public library?
Within last 6 months (1)
Within the last 12 months (2)
Within the last 3 years (3) Been
before, but not in the last 3 years (4) Never been (5)
2. If you no longer visit the
public library, why did you stop using this service?
3. If you have never been a
member, why do you not use this service?
If you are no longer a member or
you have never been a member please move on to the next set of questions on
page 6.
4. Do you use your nearest
branch or a larger regional library?
Local
(1) Regional (2) Both
(3)
Why?
5. How do you normally get to
the library?
Car
(1) bike
(2) bus (3) walking (4) other (5)________
6. Have you encountered any
problems in getting to a local public library?
Yes
(1) No
(2)
7. Do you normally go to the
library alone or does someone accompany you?
Alone
(1) Accompanied (2)
8. When you first joined the
library did you have any problems registering?
Yes
(1) No
(2)
9. Was the joining form
available in alternative formats?
|
|
Large print |
Cassette |
Braille |
Librarian filled it in for
them |
|
|
Other |
None |
Don’t know |
|
10. How could the process of
joining the library have been improved?
11. Does the signposting and
layout of the library make it easy to find the section you need?
Very
easy (1) Causes
a few problems (2) Is very
problematic (3)
12. Does your local public
library offer a home delivery or mobile service?
Mobile
(1) Home Delivery (2) No
(3) Don't
know (4)
If there are no mobile or home
delivery services operated by your public library in your area, or if you are
unaware of such services, please move onto question 15.
13. If yes, have you used this
service?
Yes
(1) No
(2)
14. If yes, how efficient do you
think this service is?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
15. How would you rate the
collection of material for people with impaired sight, held at the public
library you use?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
16. What formats does this
collection contain?
|
|
Large print books |
Large print magazines |
large print newspapers |
|
|
Braille |
Moon |
Audio recordings |
|
|
Audio described videos |
Computers with adaptive
technology |
|
|
|
Other |
Don't Know |
|
17. Do they have alternative
formats available in ethnic minority languages?
Yes
(1) No
(2) Don't
Know (3)
18. How frequently do you make
information requests?
|
|
Once a week (1) |
Once a month (2) |
Once every six months (3) |
|
|
Very Rarely (4) |
Never (5) |
|
If you do not make any requests,
go onto question 20
19. Are you satisfied with the
response to your requests?
Yes
(1) No
(2)
20. How do you search for
information in your local public library?
21. How does your local public
library advertise its facilities for people with eyesight difficulties?
22. Does your public library
offer in-house transcription and enlarging services?
Yes
(1) No
(2)
23. Do you have to go on a
waiting list for some services?
Yes
(1) No
(2)
24. If so how long is the wait
normally?
Under
a month (1) between
one month and three months (2)
Longer
than three months (3)
25. Does your public library
charge for any services?
Yes
(1) No
(2) Don’t
know (3)
26. If so do visually impaired
people get any concessions?
Yes
(1) No
(2) Don’t
know (3)
27. If you obtained these
concessions, did you have to provide the library with formal evidence of your
impairment i.e. letter from doctor or social services, registration
certificate?
Yes (1) what was required
________________________
No (2) Did not obtain concessions
(3)
28. Do you feel that the staff
are aware of your needs and the available resources?
Yes
(1) No
(2) Don’t
know (3)
29. Does your public library
refer you to other agencies for facilities that they don't provide?
Yes
(1) No
(2) Don’t
know (3)
30. How would you rate the
staff's attitudes and helpfulness?
|
|
Excellent (1) |
Good (2) |
Adequate (3) |
Poor (4) |
31. Are you satisfied with the
public library service in general?
Yes
(1) No
(2)
32. What improvements would you
make to the service in public libraries?
These next questions are about
RNIB’s Talking Books Service.
1. Are you or were you a member
of RNIB's Talking Books Service?
Member
(1) Ex-member
(2) Never been a member
(3)
2. If you are no longer a
member, why did you leave this service?
3. If you have never been a
member, why do you not use this service?
If you are no longer a member or
you have never been a member please move on to the next set of questions on
page 8.
4. How long have you been a
member of RNIB Talking Books?
5. How did you hear about RNIB
Talking Books Service?
Special
School (1) Mainstream
School (2) Social Services (3)
Employment
Services (4) Rehabilitation
Officer (5) Friend/Relative
(6)
Other
(7)____________________
6. Why did you join?
7. When you first joined, did
you have any problems registering?
Yes
(1) No
(2)
8. Was the joining form
available in alternative formats?
Large
print Cassette Braille Librarian
filled it in for them
Other
None
Don’t
know
9. How could the process of
joining have been improved?
10. Who pays for this service?
Public
Library (1) Social Services (2) Yourself (3) Other
(4)
11. How would you rate the range
of titles available?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
12. How would you rate the
quality of the Talking Books?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
13. Do you have any opinions on
RNIB Talking Book’s ordering and selection arrangement?
14. Have you had any problems
with the service?
Yes
(1) No
(2)
15. How would you rate this
service overall?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
16. What improvements would you
make to the service?
These next questions are about
Calibre Cassette Library.
1. Are you or have you been a
member of Calibre Cassette Library?
Member
(1) Ex-member
(2) Never been a member
(3)
2. If you are no longer a
member, why did you leave the service?
3. If you have never been a
member, why do you not use this service?
If you are no longer a member or
you have never been a member please move on to the next set of questions on
page 10.
4. How long have you been a
member of Calibre?
5. How did you hear about
Calibre?
Special
School (1) Mainstream
School (2) Social Services (3)
Employment
Services (4) Rehabilitation
Officer (5) Friend/Relative
(6)
Other
(7)____________________
6. Why did you join Calibre?
7. When you first joined, did
you have any problems registering?
Yes
(1) No
(2)
8. Was the joining form
available in alternative formats?
Large
print Cassette Braille Librarian
filled it in for them
Other
None
Don’t
know
9. How could the process of
joining have been improved?
10. Who pays for this service?
Public
Library (1) Social Services (2) Yourself (3) Other
(4)
11. How would you rate the range
of titles available?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
12. How would you rate the
quality of the Calibre cassettes?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
13. How frequently do you make
information requests?
Once
a week (1) Once a month (2) Once
every six months (3)
Very
Rarely (4) Never (5)
14. Are you satisfied with the
response to your requests?
Yes
(1) No
(2)
15. Have you had any problems
with the service?
Yes
(1) No
(2)
16. How would you rate Calibre's
service overall?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
17. What improvements would you
make to the service?
These next questions are about
the National Library for the Blind.
1. Are you or have you been a
member of the National Library for the Blind?
Member
(1) Ex-member
(2) Never been a member
(3)
2. If you are no longer a
member, why did you leave the service?
3. If you have never been a
member, why do you not use this service?
If you are no longer a member or
you have never been a member please move on to the next set of questions on
page 12.
4. How long have you been a
member of the National Library for the Blind?
5. How did you hear about the
National Library for the Blind?
Special
School (1) Mainstream
School (2) Social Services (3)
Employment
Services (4) Rehabilitation
Officer (5) Friend/Relative
(6)
Other
(7)____________________
6. Why did you join the National
Library for the Blind?
7. When you first joined the
library did you have any problems registering?
Yes
(1) No
(2)
8. Was the joining form
available in alternative formats?
Large
print Cassette Braille Librarian
filled it in for them
Other
None
Don’t
know
9. How could the process of
joining the library have been improved?
10. Who pays for this service?
Public
Library (1) Social Services (2) Yourself (3) Other
(4)
11. How would you rate the range
of titles available?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
12. How would you rate the
quality of the NLB publications?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
13. How frequently do you make
information requests?
Once
a week (1) Once a month (2) Once
every six months (3)
Very
rarely (4) Never
(5)
14. Are you satisfied with the
response to your requests?
Yes
(1) No
(2)
15. Have you had any problems
with the service?
Yes
(1) No
(2)
16. How would you rate National
Library for the Blind's service overall?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
17. What improvements would you
make to the National Library for the Blind's service?
These next questions are about
Talking Newspapers UK.
1. Are you or were you a member
of Talking Newspapers UK?
Member
(1) Ex-member
(2) Never been a member
(3)
2. If you are a member no
longer, why did you leave the service?
3. If you have never been a
member, why do you not use this service?
If you are no longer a member or
you have never been a member please move on to the next set of questions on
page 14.
4. How long have you been a
member of Talking Newspapers UK?
5. How did you hear about
Talking Newspapers UK?
Special
School (1) Mainstream
School (2) Social Services (3)
Employment
Services (4) Rehabilitation
Officer (5) Friend/Relative
(6)
Other
(7)____________________
6. Why did you join Talking
Newspapers UK?
7. When you first joined did you
have any problems registering?
Yes
(1) No
(2)
8. Was the joining form
available in alternative formats?
Large
print Cassette Braille Librarian
filled it in for them
Other
None
Don’t
know
9. How could the process of
joining have been improved?
10. Who pays for this service?
Public
Library (1) Social Services (2) Yourself (3) Other
(4)
11. Do you subscribe to National
or Local newspapers?
National
(1) Local
(2) Neither
(3)
12. How many newspaper and
magazine titles do you subscribe to?
13. What titles are they?
14. How would you rate the range
of titles available?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
15. How would you rate the
quality of the TNUK publications?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
16. Have you ever had any
problems with the service?
Yes
(1) No
(2)
17. How would you rate Talking
Newspapers UK's service overall?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
18. What improvements would you
make to Talking Newspapers UK?
This box of questions is here if
you wish to talk about another organisation e.g. a college/university/local
society library.
1. Are there any other
Library/Information Services that you use? _____________________
2. How did you hear about this
service?
Special
School (1) Mainstream
School (2) Social Services (3)
Employment
Services (4) Rehabilitation
Officer (5) Friend/Relative
(6)
Other
(7)____________________
3. How long have you been a
member of this organisation?
4. Why did you join?
5. When you first joined did you
have any problems registering?
Yes
(1) No
(2)
6. Was the joining form
available in alternative formats?
Large
print Cassette Braille Librarian
filled it in for them
Other
None
Don’t
know
7. How could the process of
joining have been improved?
8. Who pays for this service, if
there is a fee?
Public
Library (1) Social Services (2) Yourself (3) Other
(4)
9. What services are available?
10. What services do you use?
11. How frequently do you make
information requests?
Once
a week (1) Once a month (2) Once
every six months (3)
Very
Rarely (4) Never (5)
12. Are you satisfied with the
response to your requests?
Yes
(1) No
(2)
13. Have you had any problems
with the service?
Yes
(1) No
(2)
14. How would you rate this
service overall?
Excellent
(1) Good
(2) Adequate (3) Poor (4)
15. What improvements would you
make to the service?
To help me to analyse the
answers of this interview, I hope that you don’t mind me asking you a few
questions about yourself? This data will be kept confidential.
1. What age group do you fit
into:
16
and under (1) 16
to 24 (2) 25
to 34 (3)
35
to 44 (4)
45
to 54 (5)
55
to 64 (6)
65
to 74 (7)
75
to 85 (8)
86
and over (9)
2. Gender: Male
(1) Female
(2)
3. Where do you live:
City____________ County____________ Post Code_____________
4. What is Your Ethnic origin:
White
(1) Black
African (2) Black Caribbean (3)
Indian
(4) Pakistani (5) Bangladeshi
(6)
Chinese
(7)
Other
(8)____________________
5. Do you speak any languages
other than English at home?
6. Which languages are they?
7. Are you in paid employment?
Yes
(1) No
(2)
8. Are you in fulltime
education?
Yes
(1) No
(2)
9. For how long have you
experienced reduced vision?
10. What can you and can't you
see?
11. Are you registered with
social services?
As
Blind (1) As
Partially Sighted (2) Not
Registered (3)
12. If you are not registered,
then can you tell me why?
13. Do you have any hearing problems?
14. Do you have any problems
that affect your walking and moving around?
15. Do you have any problems,
which affects the use of your hands?
Would you like to receive a
summary of the results of this survey?
Yes
(1) No
(2)
If yes, where would you like it
to be sent?
Thank you very much for taking
part.
|
|
|
|
|
|
|
|
Type of Information |
|||
|
|
|
Small items |
Magazines & Newspapers |
Fiction |
Factual Information |
|
|
|
1.1 |
1.2 |
i.e. Novels, Poetry, Short
stories, etc 1.3 |
i.e. Text books, Manuals,
Hobby guides, etc. |
|
a |
Preferred Format |
|
|
|
|
|
|
Standard print |
(1) |
(1) |
(1) |
(1) |
|
|
Large print |
(2) |
(2) |
(2) |
(2) |
|
|
Sound recording |
(3) |
(3) |
(3) |
(3) |
|
|
Braille |
(4) |
(4) |
(4) |
(4) |
|
|
Moon |
(5) |
(5) |
(5) |
(5) |
|
|
Computer file |
(6) |
(6) |
(6) |
(6) |
|
|
Other |
(7) |
(7) |
(7) |
(7) |
|
b |
Formats that are usually
available |
|
|
|
|
|
|
Standard print |
|
|
|
|
|
|
Large print |
|
|
|
|
|
|
Sound recording |
|
|
|
|
|
|
Braille |
|
|
|
|
|
|
Moon |
|
|
|
|
|
|
Computer file |
|
|
|
|
|
|
Other |
|
|
|
|
|
c |
Format used if preferred
format is not available |
|
|
|
|
|
|
Standard print |
(1) |
(1) |
(1) |
(1) |
|
|
Large print |
(2) |
(2) |
(2) |
(2) |
|
|
Sound recording |
(3) |
(3) |
(3) |
(3) |
|
|
Braille |
(4) |
(4) |
(4) |
(4) |
|
|
Moon |
(5) |
(5) |
(5) |
(5) |
|
|
Computer file |
(6) |
(6) |
(6) |
(6) |
|
|
Other |
(7) |
(7) |
(7) |
(7) |
These notes began as internal
aids to good practice to inform the Project Team and the Project Advisory
Group. However, they are regarded as being sufficiently helpful to be included
here.
This survey broke a great deal
of new ground in its approach and methodology. A relatively large number of
visually impaired people were interviewed, either in face-to-face meetings or
over the telephone. It posed several challenges in identifying suitable
respondents and then in obtaining and recording facts and opinion from them as
conveniently, ethically and economically as possible. Some valuable knowledge
about the approach was gained.
In an endeavour to assist the
general progress of research in this area, these notes, drawn from some of the
issues that the research team working on the project encountered and the
methods that they employed to deal with them, are presented with candour and
realism. Some of the observations and recommendations made may be fairly
obvious but they are considered worth stressing if successful working is to be
achieved.
Determining the nature of the
sample (and subsets) to be surveyed gave considerable cause for reflection. The
survey needed to provide as typical a picture as could be realistically
achieved of the situation facing visually impaired people. In the event, an
original idea to segment the sample into groups according to their user
characteristics was dispensed with in favour of seeking a general sample that
embraced a wide age range and geographic distribution but with no pre-selection
regarding user (or non-user) status.
It should be noted that it is
not possible in a survey of this type to draw up a formal sampling frame and
randomly select individuals for interview. Ethical considerations preclude
‘cold calling’ especially, for example, on vulnerable elderly people, and
statistical considerations prevent relying entirely on volunteers. Some
compromise is therefore required which will give as broad a coverage as
possible of the target population without introducing bias. Although such a
sample cannot be described as statistically random, it should be adequate to
enable conclusions to be drawn on the population as a whole.
Identifying and contacting
potential respondents posed special challenges for the research team. Legal and
ethical considerations precluded the sharing of personal information with
agencies that could help identify suitable people. Rather, a cohort of selected
volunteers had to be recruited. Such recruitment was not an easy process.
Several methods of canvassing potential interviewees were adopted.
Local societies for visually impaired people were instrumental in facilitating contact with potential interviewees. It has to be acknowledged, however, that this approach did not reach those people who are least aware of services available to them because they do not belong to a formal group. It is important to be aware that many local societies have a busy schedule and need substantial advance warning if interviews are to be conducted at meetings. Holidays and festivals can be particularly problematic. Ideally, if an interviewing visit is scheduled societies should give members advance warning. In addition, establishing the potential number of attendees can be important; it may not be economical to travel a few hundred miles to interview only a handful of people. Moreover, organisers must be approached with tact and courtesy. A request for co-operation needs to be supported by evidence that the research is genuine; organisers are sometimes (justifiably) suspicious of sales people and those intent on fraud attempting to gain access to their members.
It is also necessary to overcome assumptions held by organisers regarding group members’ usefulness to research projects. Whilst arranging interviews, one may experience replies, such as: “ … but you won’t want to interview them, all our members are over 70 …”. If the group is appropriate for interview, it is important to be insistent and explain that researchers do want to talk to members regardless of age and that all people are important to the survey.
Many local societies offer
limited interviewing opportunities, dependent on which days they have meetings.
It is not easy to arrange visits that coincide with other societies in close
geographical proximity, however, if one can do so, it saves much travelling
time. If interviews at a very well attended society cannot be completed in one
visit, it is worth offering members an opportunity of taking part in a
telephone interview at a later date thus keeping the interest and contact
‘alive’.
Interviewees were also sought
through announcements about the research and invitations to participate that
were placed in appropriate national and local newsletters of specialist
agencies. The lead-time for the appearance of such announcements is a factor in
planning.
The Internet, with its plethora
of newsgroups, mailing lists and fora, was used as another vehicle for seeking
interviewees although it excluded those unable to access IT and so had to be
employed carefully. Moreover, the Internet transcends national boundaries and
it had to be made clear that the survey was concerned with the situation in
Britain.
Another way of obtaining
interviewees was ‘word of mouth’. Often those already being interviewed would
recommend a friend who was willing to be approached because he or she was
interested in taking part.
The interview schedule was
challenging to design since it needed to cover a wide variety of potential
information sources. It was difficult to anticipate interviewees’ responses, as
there had been no large-scale similar research project on which to base the
survey. Some elements which seemed logical in the design stage did not work as
well as intended. One example is the question regarding mobile and home
delivery library services. These are organised by public libraries so the
questions regarding their use were asked in relation to public library
services. However, many respondents did not associate these services with the
public library, as their use did not involve physically visiting the
institution. This entailed the need for prompting by interviewers. There is
also a need to make generous provision for comments regarding the wide range of
services being used by respondents; but this can bulk out the answer sheet.
The duration of interviews is a
consideration and the length of each session may vary considerably for several
reasons. Each respondent must be treated as an individual with different
circumstances. Some respondents had a hearing or speech impairment and this
affected the pace of interviews. Moreover, the very diverse range of
information services for visually impaired people and the nature of
participation made the duration of interviews difficult to predict. This had an
influence on survey planning and on the estimates that were given to potential
respondents. Before interviewing, researchers cannot be totally aware of which
and how many services people will discuss. During this survey some interviews
took 10 minutes and some took an hour, depending on how little or how much
the respondent used relevant organisations.
Formal management of the
interviewing stage requires the maintenance of a diary of bookings for
telephone interviews and diary for in-person interviewing visits to societies.
Telephone interviewing raises special issues.
Managing telephone interview
schedules can be a complex task which needs to accommodate the convenience of
those to be interviewed as well as the availability of interviewers.
Interviewing can be very tiring and a group of trained interviewers will spread
the load. It will inevitably be necessary to conduct telephone interviews at
unusual times and there must be sufficient flexibility in the process to
perform interviews after office hours or with a mobile telephone whilst en
route to a survey visit.
It is important to be prepared
for volunteers to change their minds or for them to forget an arrangement to be
telephoned for an interview, in which case a new appointment has to be
negotiated. Sometimes potential respondents may moreover, confuse a researcher
with a ‘cold calling’ salesperson and terminate the call.
If telephone interviews are to
be recorded then it is imperative on legal and ethical grounds that the
volunteer is asked to consent to this. It also has to be considered whether
recording is really necessary; this can engender alarm in a volunteer and may
contribute to an interview being declined.
Some interviewees may assume
that the interviewer works directly for the services being discussed. Thus, one
must be prepared for respondents who may make direct requests of an agency and
they will need to be referred to the relevant agency.
The study sought to learn about
people’s activities and perceptions as they reported them. It was important to
accept that what they recounted might not always mirror accurately the true
situation. People would forget, or have an inaccurate view of service
provision. For example, many respondents had difficulty remembering the names
of the organisations that they used, as well as when and how they had joined.
Specific answers relating to these factors were sometimes factually inaccurate,
however, the survey did obtain an authentic account of their perception
regarding these factors and that is what was required. The temptation for
interviewers to correct respondents had to be avoided in these circumstances.
Furthermore, it is for each
organisation featured in this report to examine how closely users’ perceptions
match the service provision reality and what can, and should be done about any
mismatch in terms of more effective promotion and publicity.