How can event locations exceed the expectations of visually-impaired theatre guests for accessibility and service?

ABSTRACT

This research focuses on identifying barriers for and needs of visually impaired theatre guests (VITG). The focus lies on exceeding expectations by offering services before and during an event, ensuring an accessible venue, and providing excellent service for VITGs. A qualitative methodology was used here. The sample consisted of ten VITGs and experts in the field of care for visually impaired persons. Data was collected through interviews. Thematic analysis was used to analyse raw data, and an inductive coding technique was used to process the raw data into codes. Patterns were found, and valuable conclusions were drawn. This research proved that the energy level of VITGs is negatively impacted when attending an event. To exceed expectations, this energy consumption should be reduced by offering services that can save energy, but also by providing sufficient information before an event and by ensuring accessibility. Being served by employees with an accessible attitude also adds to exceeding expectations. It is recommended for any event venue to have a VITG accessible website, knowledgeable and experienced staff, and to work with VITG experts, offer individual guidance before and during an event and to be aware of communications to VITGs.

KEYWORDS:

• accessibility
• hospitality industry
• service
• venue
• visual impairment