In Part 1 of this series, we looked at how internal strategy and licensing language can shape accessibility outcomes. Now, in Part 2, we look at how ongoing communication with vendors can turn accessibility from a compliance task into a shared commitment.
Jessica D. Gilbert Redman knows what it’s like to wear a dozen hats—e-resources, systems, acquisitions, cataloging, licensing, and more—and still be the one asking, “But is this accessible?” At the University of North Dakota’s School of Medicine and Health Sciences digital-only library, she’s the first and last person vendors hear from when it comes to accessibility. Over time, she’s developed a pragmatic, relational approach to getting traction with vendors with the main goal of maintaining a great working relationship by keeping lines of communication open Her approach to vendor communication has several key “do”s that help her with that particular goal:
·Start early—communicate often.
Accessibility shouldn’t be a one-time question you ask during renewal season, nor should it be something that you ask only to fulfill a requirement. Continual communication is key, and Jessica recommends starting those conversations from the first outreach and revisiting them regularly, not just when a problem arises. “This is a partnership, not a checklist,” she noted during the ER&L session. Regular check-ins give vendors time to make changes and show progress before it's time to renew and ensure that everyone is on the same page throughout the year—no sudden surprises at renewal!Accessibility is a partnership. Don’t hesitate to meet!
We’re on the same side: both the vendor and the librarian want to ensure that resources are accessible to the students, etc. who are using them. This means we have a common goal to work toward and need to find a way toward a common understanding of user needs. One way to ensure that we’re not speaking at cross purposes is to have meetings with your vendor representative and/or their accessibility officers. Jessica mentioned that meeting often “felt like things clicked into place” in a way that simply responding to one another in email after email rarely did.Separate the accessibility conversation from the sales call.
Jessica stressed the importance of keeping accessibility discussions distinct from pricing and general renewal negotiations to ensure that the right people at each organization are at the table—especially those who actually understand the platform’s content, design, and potential limitations. It’s not about leverage; it’s about clarity. “This is only about accessibility and is not a general sales call,” she often tells vendors. “This is a conversation about our students.”Be specific about your needs—and be honest.
Vendors don’t know what they don’t know, particularly when content is involved. At times, vendors believe that if the platform is accessible that the content is accessible, but this isn’t always the case. When Jessica flags inaccessible PDFs, it’s often the first time the vendor has heard those issues articulated clearly. Specific feedback—especially when grounded in actual user experiences—can guide fixes and even shape future development roadmaps.
Jessica’s approach to vendor communication is relational, which reminds us all that accessibility advocacy is not only an exercise in technical expertise or knowledge. Sometimes, the best way to build accountability is through communication, consistency, clarity, and candor.
Vendors are also consistently communicating and collaborating, both internally and externally. Lorenzo Milani, UX Specialist at Sage, explained how this work requires both horizontal collaboration (across departments) and vertical collaboration (from leadership to implementation teams). What helped them stay motivated was direct feedback from libraries on what issues were most important.
"We've begun integrating accessibility into our own procurement process for third-party tools," Lorenzo noted. "We see it like security and privacy—essential, not optional." This represents a significant shift from treating accessibility as an afterthought to making it a core business requirement.
Overall, productive conversations can happen with more immediate back and forth from both sides. Some vendors are always doing more testing, updating, testing, updating—it’s an iterative process that affects both their platform and content and the libraries who are subscribing to that content. Both parties are hoping for the same thing: accessible content for the end user. Whether the communication is happening in-house for the vendor or across vendor/librarian lines, being willing to continue the conversation over time and never hesitating to ask questions when they arise is a key component to not only a successful sales relationship, but also to fully accessible content for our users.
Blog and session contributors
Jessica D. Gilbert Redman, Online Resources and Services Librarian at the University of North Dakota’s School of Medicine and Health Sciences
Cody W. Hackett, Director of Continuing Electronic Resources, Acquisitions, and Licensing - University of Arkansas Libraries
Lorenzo Milani, UX Specialist, Sage
Rachel Crookes, Sage Campus