Preparation (“Know Before you Go”) Materials

When putting together pre-visit materials for your organization, include some key pieces of information to allow visitors to anticipate how they will navigate your space. These include:

• Location details: Parking, entrances, and directions (highlight accessible parking and entrances) as well as distances from parking or public transportation to entrances.
• Locations of key places: Provide information about key spaces (e.g., special exhibits, performance space, etc.) and their location and distance from the entrance. Maps and floorplans can assist with wayfinding and space navigation.
• Restrooms and changing areas: Accessible restrooms, changing stations (and adult changing stations if you provide them), and nursing rooms.
• Hours of operation: Include peak times, specific hours designated to visitors with sensory sensitivities, and any mask-only hours.
• Ticketing and registration: Provide information on how to purchase tickets (online or on-site), entry requirements, self-check-in, and add-on pricing (e.g., guided tours, parking, additional exhibits).
• Information desk location: Indicate where your information desk is located or where to find staff who can answer accessibility-related questions. Staff may also be able to assist with borrowing equipment or accessing services such as large print or braille guides, sensory kits, etc.
• Rest areas: Provide information about the location of rest seating, relaxation spaces, or quiet spaces/sensory rooms for visitors who may need a break, as well as places where gallery stools can be borrowed. These should also be included in sensory maps.
• Sensory considerations: Note any exhibits or places in your venue with sensory triggers (e.g., bright lights, loud noises, crowding expected, etc.).
• Rules and expectations: Outline any behavioral guidelines or expectations for specific spaces or times, allowing visitors to make informed decisions. Consider whether certain rules are necessary.
• Service animal information: Indicate where service animal relief areas are located. Share your policies regarding emotional support animals (for more information, see the Hub page on Service Animal Accommodations).
• Health and safety information: Share any sanitization and cleaning protocols, mask requirements or recommendations, and other health protocols or expectations.
• Food and beverage options: Provide information on available food and beverage options, including in-venue offerings and nearby restaurants. Specify policies regarding bringing your own food or snacks and whether refrigeration is available for medication.
• Shaded areas and cooling stations: Highlight shaded or cooling stations available for visitors who may need relief from heat or to cool down, including water fountains.
• Schedule of events and activities: Include a clear schedule of events and activities.

When compiling your pre-visit information, incorporate these best practices into your processes and materials:

• Consider the visitor journey from start to finish: Anticipate the visitor’s needs throughout their entire experience — from engaging with your website or social media, traveling to the venue, and navigating the building to purchasing tickets, finding assistance, and providing post-visit feedback. Understand accessibility guidelines for all these steps.
• Ensure content accessibility: Follow Web Content Accessibility Guidelines (WCAG) to ensure digital accessibility. This includes considerations for screen readers, color contrast, cognitive load, and text clarity (see the Hub pages on Website Accessibility and Accessible Digital Materials for more detailed guidance).
• Use clear and concise language: Write in plain language, avoiding technical jargon and overly complex terms. Keep descriptions straightforward to ensure clarity.
• Organize information logically and ensure accessible visual design: Use clear headings, subheadings, and bullet points to break down content into digestible sections. Make key details easy to find. Ensure readability with clear fonts, large text sizes, and high color contrast to support visitors who are blind and low vision.
• Provide maps and visual aids: Include maps and floor plans to help visitors navigate your space with ease. Sensory maps can guide individuals with further sensory preferences. Add photographs of key areas (entrances, special exhibits, restrooms) and staff identifiers (uniforms, badges) for better orientation, especially for first-time visitors.
• Offer translations: Provide materials in multiple languages to accommodate a diverse audience, including American Sign Language (ASL) or other signed language options.
• Tailor information for specific audiences: Consider the unique needs and preferences of specific audiences, including families and children, older visitors, neurodiverse visitors, and school and group visits, when providing pre-visit information.
• Include contact information: Ensure that contact details are readily available for staff members who can provide accessibility support and answer questions.

Use multiple platforms and channels of information when engaging with prospective visitors, including the below:

• Website: Provide pre-visit information clearly in your accessibility page. Link to accessibility details directly from high-traffic pages such as the event calendar, ticket purchase pages, and plan-your-visit sections. Make it easy for visitors to find information they need. Make sure contact information is provided for a staff member who can provide assistance and answer any questions.
• Social media: Use social media platforms for sharing information, video tours, welcome messages, guided previews, and to share timely accessibility updates (e.g., elevator being repaired). Highlight specific accessibility features in short, easy-to-share formats. Offer alternative formats like captions for videos to ensure accessibility.
• Email: Provide access information in ticket confirmation or “prepare for your visit” emails, including those sent to groups.
• Printed materials: Include accessibility details in printed guides, such as maps or brochures, available at your venue or sent out ahead of time. Ensure that the format is easy to read, using plain language, high contrast, and large fonts when possible.
• Apps and digital guides: If your organization uses platforms like Bloomberg Connects, Smartify, or CultureConnect, integrate accessibility information into your app and digital guides. These tools offer the convenience of instant access to accessibility details on mobile devices.
• On-site: Provide clear, accessible signage and printed materials at the venue, including maps, schedules, and staff contact info. Make sure on-site staff are well informed on services you provide and features of your space so they can assist with directing visitors to the appropriate resources.

In addition to the information listed above, some visitors might find these specific pre-visit materials helpful:

• Preview materials provide objective information about key aspects of an experience, such as sensory qualities (e.g., fast or slow music) or details like the length of an intermission. They are not meant to offer a step-by-step guide, as each person may experience the event differently, but rather to highlight significant moments so individuals can envision the experience and use strategies to navigate it.
• Social narratives or pre-visit stories are brief descriptions (typically 4-6 lines) that provide an overview of situations that may cause anxiety or sensory overload, such as waiting in line or entering a noisy space. They should be descriptive and neutral, without assigning specific behaviors or emotions. If a behavior is suggested (such as “I can wear noise cancelling headphones”), it should be framed as a choice, allowing individuals to decide the best strategy for themselves.
• Sensory maps are venue maps that highlight the general sensory qualities of a space, helping individuals plan their route based on personal sensory preferences, including visual, auditory, tactile, smell, taste, and movement aspects. These maps should be simple and visually clear, using recognizable key codes and images.
• Visual schedules use images and simple text to represent a sequence of events, helping individuals anticipate upcoming actions, initiate tasks, follow a sequence, and understand when the series of actions is complete. These can help visitors engage in specific programs or activities with a sequence, such as school groups and tours.

Finally, center the knowledge of the disability community through practices like these:

• Input from the community: Engage neurodivergent visitors and disabled communities to provide contextual feedback on accessibility needs and preferences. Involve them in reviewing materials and identifying areas for improvement, offering compensation for their time and expertise. Collaborate with diverse communities to ensure that your materials reflect a wide range of cultural experiences, values, and contexts.
• Expert collaboration: Consult occupational therapists (OTs) for advice on creating social narratives and addressing the specific needs of neurodivergent visitors. OTs can help ensure that your materials are socially, emotionally, and physically supportive.
• Post-visit feedback: After visits, send surveys to assess how comfortable and well-prepared visitors felt, focusing on accessibility and ease of navigation. Be sure to review and incorporate this feedback into future iterations of materials.