This study examines the evolution of disability services in Taiwan's public libraries, focusing on the transition from formal inclusion, which refers to compliance with accessibility regulations and policy frameworks, to substantive inclusion, which emphasizes meaningful participation, user empowerment, and cultural equity. Guided by the Convention on the Rights of Persons with Disabilities (CRPD) and grounded in Street-Level Bureaucracy Theory, the study explores how librarians navigate institutional pressures, limited resources, and professional autonomy in implementing inclusive services.
A qualitative research design was adopted, involving 15 semi-structured interviews with frontline librarians across Taiwan. Data were analyzed thematically using ATLAS.ti, which facilitated the identification of key themes related to institutional constraints, adaptive professional strategies, and organizational cultural transformation.
The results show that Taiwan's public libraries have largely achieved formal compliance with accessibility requirements. However, genuine inclusion remains limited by outdated evaluation systems, insufficient staffing, and inadequate professional development opportunities. Librarians demonstrate considerable agency and creativity by employing informal strategies and forming collaborations to overcome institutional challenges. A cultural transformation is also emerging, in which inclusion is redefined as a core professional responsibility rather than a form of charitable assistance.
The study proposes a three-layered framework of inclusion consisting of institutional, practical, and cultural dimensions to explain the dynamic process of inclusive transformation. Recommendations include developing a feedback-oriented evaluation framework that integrates user experience indicators, establishing dedicated positions and continuous training to strengthen inclusive service competencies, and institutionalizing professional learning networks to sustain inclusive cultural values. Ultimately, substantive inclusion in public libraries can be achieved only when policies, professional practices, and organizational culture interact within a continuous cycle of learning and adaptation.
