Accessible Customer Service
Untapped Accessibility is a BC based organization and BCLA offered their training “Accessible Customer Service: the CAP Framework” via Zoom in June and July of 2024. If you did not receive the email with link / password to the video recording (which is available on Vimeo until November 1st, 2024), please reach out to [email protected].
The workshop with Nora Loyst provided a foundational understanding of accessibility and how to make practical adaptations to improve access to services for people with disabilities. The CAP Framework, which stands for Cognitive, Affective, and Physical, is a tool based on the three domains of Bloom’s Taxonomy. We explored how to use the three domains as a tool to understand the sometimes-hidden demands, expectations, and assumptions we make in our interactions with library patrons who have a disability.
PowerPoint of the presentation
We gratefully acknowledge the financial support of the Province of British Columbia through the Ministry of Municipal Affairs, which enabled us to offer this event free of charge to advance accessibility for all people in British Columbia.
Our presenter, Nora Loyst (she/her) is an Accessibility Consultant with Untapped Accessibility and has been leading the development of the CAP Framework. She is guided by her own lived experience as a person with a disability and is enriched by the varied perspectives and experiences of her friends, family, and community. She brings expertise in project management, group facilitating, and community engagement. She is passionate about collaborating with clients to create more inclusive organizations, institutions, and systems.