Association of Science-Technology Centers - Design an Accessible Information Desks

May 2003

Design an Accessible Information Desk

Information desk with two levels of countertops.

For many visitors, your information desk is like an oasis in a desert or a traffic island at a busy intersection. The big difference is, visitors want to find people there when they have a question or a request.

Staff and volunteers who work your information desk need four things to do their job well: up-to-date information; good customer service skills; a working knowledge of the museum's services and policies; and an information desk that is accessible both for them and for the visitor.

The photograph above shows the information desk at the Arts and Industries Building (A & I), a Smithsonian Institution (SI) museum located on the Washington Mall. Although function, space, and aesthetics differ among museums, the A & I desk is a good starting point to understand what helps make an information desk accessible both for the persons with disabilities who work behind it and for the visitors with disabilities who approach from the public side. But before going any further to share what we learned, we need to say that a main reason the design of the A & I desk works as well as it does is that, in addition to following SI guidelines for accessibility, exhibit designers consulted with people who have worked at information desks and advisors with disabilities.

Woman in wheelchair behind information desk. Perspective from behind the desk Desk staff with and without disabilities make these points about what helps make for a comfortable work environment: Storage space should be plentiful and easy to get at. Computers should allow them to face the visitor. Software programs that magnify print and read the screen aloud allow persons who are blind or have low vision the tools they need to access information and answer questions. Adjustable chairs with removable arms are more comfortable than stools and casters allow chairs to move easily. Good lighting is essential. Avoid glare. Add a desk lamp if necessary. And finally, the overall desk design should comfortably seat at least two people. Two people can better handle the traffic, answer questions, and, moreover, the company is appreciated.

Perspective from the public side of the desk Most often, visitors approach an information desk with a question. Visitors with disabilities ask all the usual questions as well: Where's the water fountain? Is the cafeteria open? In addition, they may ask: Where is the nearest accessible rest room? Is the brochure available in large print? What's the schedule for sign-interpreted tours? Similarly, for the visitor using a wheelchair, being able to ask questions and talk at, or almost at, eye-level is more comfortable. Being able to reach a brochure and spread out the map on the desk counter are also preferred.

How does your museum's information desk measure up? To find out, do these three investigations. Whether you do them fast or take your time, you're sure to learn something if only to affirm your hunches.

1. Size it up. Take a good look at your information desk, asking yourself: Have we inadvertently built a fortress?

Desk design is a balance between attracting visitors' attention and not overwhelming them. So avoid the formidable; instead, choose a presence that is noticeable and inspires confidence.

2. Observe what happens. For a full ten minutes, station yourself where you can watch and record the ebb and flow of desk activity. Take paper and pencil and make a list of the people who approach the desk; try to overhear what they say and ask. Look for patterns.

3. Take a tour. At a quiet moment, take a tour of the desk with staff and volunteers. Open cabinets and drawers. Look at the signage. Check out the dispensers. Measure the counter top. Gauge the level of lighting. Most important, ask desk staff what they think works to provide quality customer service and what they suggest would help them do that even better.

The information in the box that follows provides many of the key features to consider when designing or modifying your museum's information desk to make it more accessible both for the staff and volunteers who work behind it and for the visitors who approach it with their questions and requests.

Key features making for an accessible information desk	The "why" from the visitor's perspective	The "why" from the perspective of those who work behind the desk
Wayfinding	Location and signage help visitors find you.
Accessible route and clear floor space	Space in front of and behind the desk needs to be wide (minimum of 36 inches), with clear floor space (30 inches x 48 inches), and barrier-free (e.g., no boxes).
Floor level	Being at eye-level allows for more comfortable give-and-take. Ramp if floor level changes ½ inch or more.
Desktop height and length	One portion no higher than 34 inches above the floor and at least 36 inches long makes it easier to look at maps and talk with desk staff.	Counters at multiple heights (between 28 inches and 36 inches above the floor) allow for choice of work surface heights.
Knee clearance	The more open space under the desk the better. It helps visitors reach materials, but make height no more than 34 inches above the floor.	Open space under desk at least 30 inches wide and 19 inches deep and at least 27 inches above the floor makes for a flexible work space.
Seating	A sturdy bench with arm rests placed nearby is always welcomed by visitors.	Stools offer no support for arms and back. Adjustable chairs on casters with removable arm rests are recommended.
Signs	Using international accessibility symbols lets visitors know what's available for them at the desk. If signs also have text, use contrasting colors and a sans serif font; also, avoid overlaying text on images. Choose location with greatest visibility.
Reach across the desk	For easy reach, put brochures and maps near front edge of the desk and no higher than 48 inches above the floor (42 inches is preferred).
Lighting	Good lighting makes a big difference for everyone. Add lamps where needed. Avoid glare on counter tops and signs.

Read Others' Experiences for more ideas and please Share Your Own.

For more information

Call your Regional ADA Information Center for free technical
assistance and to order publications: 1-800-949-4232 v/tty; or visit their
web pages.
Smithsonian Institution Checklist for Accessible Information Desks provides excellent summary of what to consider.
Smithsonian Institution's Guidelines on Accessible Exhibition Design has information on signage (see Section III, Label Design and Text).

Accessible Practices EXCHANGE is supported by the National Science Foundation under Grants No. ESI-9814917 and HRD 9906095. Opinions or recommendations expressed in this material are those of the author and presenters and not necessarily those of the National Science Foundation. www.nsf.gov

ASTC is not responsible for the enforcement of the Americans with Disabilities Act (ADA) or Section 504 of the Rehabilitation Act of 1973. The information presented here is intended solely as informal guidance, and is neither a determination of your legal rights or responsibilities under the ADA, nor binding on any agency with enforcement responsibility under the ADA. This web site is not intended to offer legal, architectural, engineering, or similar professional advice. You should refer specific questions to an attorney, and/or national, state, and local ADA authorities.