New legislation to improve access for disabled audiences has had a major impact on arts organisations. Steve Mannix looks at ways to make a visit to your venue easier.
Despite the recent wave of equality legislation, disabled people are still effectively barred from accessing many aspects of our industry. But it would appear that things really are changing.
Last month, we launched our Open the Door Campaign here at Shape. Forgive the shameless plug, but it is really an example of how change can start to happen when people come together. The campaign aims to bring together people from different arts and cultural organisations to share their experiences of access and inclusion, and learn best practice.
I am as guilty as the next person, but I was shocked about how little we all talk to one another outside of our sectors. I recently chaired a meeting where the attenders came from disparate organisations and different management levels. It was fascinating. They all agreed that ongoing training for front of house staff was essential, as well as access audits and contacts with local groups and individual disabled people. Going further, they made a few more recommendations for front of house:
Firstly, make sure you have agreed procedures for example when giving directions, guiding audiences or taking bookings or enquiries. Most importantly, make sure these have been developed in partnership with disabled people. This gives staff a structure and enables them to grow in confidence and knowledge.
Create a small working group to develop ideas further and evaluate them. This also gives staff a place to air their thoughts and ideas.
Ask health and safety and fire experts to visit regularly and share their knowledge. Procedures are changing as understanding of the Disability Discrimination Act grows. Compare these with your access audit and develop an inclusive approach. One venue found that by changing its emergency procedure it could be much more inclusive.
Have one or two front of house or box office people as your named access contacts people who are available for audiences or visitors to talk about any requirements in advance by phone or email. They can resolve any issues before they happen, and most of all can help to build relationships.
Some venues suggest to disabled people that they can go into the auditorium or gallery ten minutes early to settle themselves in. This can be a tremendous relief to someone who has already had to battle with the rush hour, or public transport. Offer clear information and choices. Avoid being patronising and think laterally. Research with Audiences London and the Xposure Festival a couple of years ago found that audiences of disabled people valued good customer care above all. You probably have some access challenges in your organisation everyone does. But your staff can help you by explaining these either before or during a visit. Audiences will return to a venue if they feel that the staff are friendly, honest and knowledgeable about access. But remember, this is not an excuse on your part to do nothing!
Finally, at the risk of sounding repetitive, keep asking for feedback from your audiences and visitors. Yes, the standard audience survey works, but give your staff the confidence to ask the all important question, how was it for you?! Your staff are one of your best access assets (if not the best). The front of house staff are the first to know anything that is going on. Encourage them to chat to audiences and record feedback for more formal evaluation later. You will be surprised about what you find out.
Remember, you see your venue or space every day. Your audiences see it differently and some for the first time.
Steve Mannix is Chief Executive of Shape.
e: steve@shapearts.org.uk