Grand Valley State University and University Libraries (UL) are committed to inclusion and diversity. Additionally, University Libraries has a shared service philosophy—Steps to Giving Great Service—to guide how we deliver customer service across the Libraries. The following practices are meant to provide employees with practical tips on how to provide accessible customer service. These practices align with our larger service philosophy and support the university’s values of inclusion and equity. Accessibility is defined by the University Libraries IDEA (Inclusion, Diversity, Equity, and Accessibility) committee as: “Ensuring our tools, devices, services, and environments are available to and usable by as many people as possible.” These leading practices seek to help us provide accessible service that promotes the principles of dignity, independence, integration, and equal opportunity.


Accessibility, Inclusion, Customer service, Library customer service


Library and Information Science

Document Type