1. Our mission

Carleton Library is a vibrant and active partner in teaching, learning, and research across all disciplines of the university. We play a lead role in making Carleton’s scholarly output available globally. A centre of knowledge, interdisciplinarity, and community, the Library collects, disseminates, and generates information, serving the campus and beyond. The Library welcomes all faculty, students and staff as well as the community; its staff are dedicated to understanding and meeting the needs of its users. The library building is a space for people, connections, and learning.

2. Our commitment

In fulfilling our mission, MacOdrum Library strives at all times to provide quality library services to each member of the Carleton community. We will provide services, both electronically and in person, in a manner that respects the dignity and independence of patrons with disabilities.

3. Providing library services to patrons with disabilities

MacOdrum Library is committed to excellence in serving our diverse user community, including patrons with disabilities. We will carry out our service goals of anticipating information and service needs in the following areas:

3.1 Communication & Notices

We will communicate with patrons with disabilities in ways that take into account their disability.

We will train staff who communicate with patrons on how to interact and communicate with people with various types of disabilities.

MacOdrum library is committed to providing accessible library notices and communications to all our patrons. All notices and communications will be provided in alternative formats upon request.

3.2 Telephone services

We will train MacOdrum Library staff to communicate with library users over the telephone in plain language and to speak clearly. We will also make our staff familiar with telephone technologies intended for people with disabilities.

3.3 Assistive devices and technology

MacOdrum Library is committed to serving patrons with disabilities who use assistive devices to obtain, use or benefit from our library materials and services. We will ensure that our staff are trained and familiar with various assistive devices that may be used by patrons with disabilities while accessing our library services. We will also ensure that designated staff know how to use available assistive devices intended for library patron use.

Assistive technologies can be accessed at the New Sun Joy MacLaren Centre. Access to this space is coordinated with the Paul Menton Centre. Patron confidentiality will be protected through the process.

3.4 Related Library Services

Alternative formats to course materials and library resources are provided through Transcription Services and coordinated with the Paul Menton Centre. For more information on using this service, please visit the Transcription Services webpage. Patron confidentiality will be protected through the process.

For assistance with retrieval of library materials, as well as photocopying please contact our Library Service Desk or email us at LibraryAccessibility.Services@carleton.ca

For research support, please contact our Research Help Desk at the library or visit our Research Help webpage to find your subject specialist. When delivering research help or instructional sessions to classes, MacOdrum Library staff will take into account the diverse needs of people with disabilities.

4. Use of service animals

We are committed to welcoming people with disabilities who are accompanied by a service animal on the parts of our premises that are open to the public and other third parties. We will also ensure that all staff, volunteers and others dealing with the public are properly trained in how to interact with people with disabilities who are accompanied by a service animal.

5. Support persons

At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.

6. Notice of temporary disruption

MacOdrum Library will provide patrons with notice in the event of a planned or unexpected disruption in the facilities or services usually used by people with disabilities. This notice will include information about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available.

The notice will be placed at all public entrances, service counters on our premises, and on the library website.

7. Training for staff

MacOdrum Library will provide training to all employees and all those who are involved in the development and approvals of customer service policies, practices and procedures.

The amount of training will depend on the person's interaction with library users. A record of training is kept and maintained by the Office of the University Librarian

Training will include the following:

  • The purpose of the Accessibility for Ontarians with Disabilities Act, 2005;
  • The requirements of the Accessibility Standards for Customer Service (Ontario Regulation 429/08);
  • Information about Carleton University's policies, procedures, and guidelines pertaining to the provision of Library services to users with disabilities;
  • How to interact and communicate with people with various types of disabilities;
  • What to do if a person with a disability is having difficulty in accessing a library service or resource;
  • How to interact with people with disabilities who use assistive devices or require the assistance of a service animal or a support person;
  • How to use the equipment or devices available through MacOdrum library that may help with the provision of Library services to persons with disabilities.

Staff will be trained on an ongoing basis when changes are made to these policies, practices and procedures.

8. Feedback process

MacOdrum Library strives for excellence in serving patrons with disabilities. Comments on how well our services meet this goal are welcome and appreciated.

Feedback can be made by submitting this webform: https://library.carleton.ca/forms/library-accessibility-feedback. As an alternative to this form, you can also submit your feedback:

By email to Carli Agostino: carli.agostino@carleton.ca

By Phone: (613) 520-2600 ext. 3216 or

By mail:

MacOdrum Library, Carleton University
1125 Colonel By Drive
Ottawa, ON
Attention: Carli Agostino

Feedback will be received by the chair of the Library Accessibility Committee (Carli Agostino) and then reviewed by the Library Accessibility Committee in collaboration with the Library Executive Committee.

Feedback can also be submitted to any library employee and it will then be forwarded to the appropriate person.

9. Modifications to this or other policies

We are committed to developing customer service policies that respect and promote the dignity and independence of people with disabilities. Therefore, no changes will be made to this policy before considering the impact on people with disabilities.

Any policy of MacOdrum Library that does not respect and promote the dignity and independence of people with disabilities will be modified or removed.

10. Questions about this policy

This policy exists to achieve service excellence to patrons with disabilities. If anyone has a question about the policy, please contact Carli Agostino, chair of the Library Accessibility committee by email carli.agostino@carleton.ca

Approved: August 19th 2021