Cultural institutions across Europe are increasingly recognising that accessibility goes beyond physical adaptations. While ramps, braille signage, and audio descriptions are essential, the role of trained staff in ensuring an inclusive visitor experience is just as critical. A well-informed team can make the difference between a visitor feeling welcome or excluded (and can effectively prevent the latter). Training museum staff on accessibility and disability awareness helps create a space where all visitors can engage fully with exhibitions and cultural content.
A key aspect of this training is understanding different disabilities and the best ways to interact with visitors who may have diverse needs. Staff members must learn how to communicate effectively, offer assistance when needed, and respond appropriately to various situations. Training should not be a one-off event but an ongoing process that evolves with visitor needs and emerging best practices in accessibility.
Some of Europe’s leading cultural institutions have developed comprehensive training programmes to enhance staff awareness and improve visitor experiences.
Tate, for example, has partnered with the Centre for Accessible Environments (CAE) to deliver tailored training sessions. These sessions focus on access auditing and inclusive design, ensuring that public-facing staff, as well as facilities teams, understand how to integrate accessibility into exhibition planning and building management. By embedding accessibility into its core operations, Tate fosters a welcoming and engaging environment for all visitors.
In 2020, the British Museum took a more research-driven approach by exploring the histories of disability within its collection. This initiative aimed to increase representation and informed staff training by deepening their understanding of how disability has been historically portrayed. By involving staff and volunteers in these research projects, the museum fostered a more inclusive mindset that extended beyond customer service to exhibition curation and public engagement.
Alongside these major initiatives, there are also smaller ones, such as the example below:
The Rijksmuseum has prioritised accessibility, publishing the guide Rijksmuseum. Accessibility without Limits in 2022. This book details the museum’s journey toward becoming more accessible, including collaboration with people with disabilities and their representative groups. Rather than presenting a rigid how-to guide, the publication shares insights on what has worked, what challenges remain, and how the museum continues to evolve its accessibility practices. By openly documenting its experiences, the Rijksmuseum sets an example of ongoing learning and adaptation in the cultural sector.
Every year, more initiatives emerge to improve staff’s ability to work with visitors with disabilities. The REACT project documents these tools and practices.
Staff training is essential in transforming cultural institutions from merely accessible to truly inclusive. When museum professionals are equipped with the knowledge and skills to support visitors with disabilities, they help break down barriers and create spaces where everyone can fully participate in cultural life. With continuous training and engagement with disabled communities, museums can move beyond compliance and towards a genuinely welcoming and enriching experience for all.
References
British Museum. (n.d.). Disability and the British Museum collection.
Disability and the British Museum collection
Centre for Accessible Environments. (n.d.). Training at Tate Galleries.
Short description of the training at Tate
Rijksmuseum. (2022). Accessibility without limits. Rijksmuseum.
Accessibility without limits guide to download or read online