From insights to inclusion: Maldon Books

For the past seven years, Maldon Books has been a much-loved fixture on Maldon's high street. As a community-focused independent bookshop, owner Olivia Rosenthall is always looking for ways to make the store more welcoming and inclusive for everyone who walks through the door. When ECL's Sensory Service approached her about undertaking an accessibility audit, she was keen to get involved.

Identifying barriers to accessibility

ECL’s specialist Sensory Access Audit Service helps organisations identify and remove barriers that may affect people with sight loss, hearing loss, or dual sensory loss. Through practical recommendations and expert guidance, ECL helps businesses create spaces that are more accessible, welcoming, and inclusive.

ECL Sensory Training Facilitator, Coral Pithers, conducted a detailed assessment of Maldon Books and its surrounding environment to evaluate how accessible the store was for people with visual and hearing impairments.

The audit reviewed a range of areas, including:

Building entrances and exits.
Signage and wayfinding.
Lighting and colour contrast.
Acoustics and background noise.
Reception and customer service areas.
Communication and information accessibility.

Following the assessment, Coral provided Olivia with a detailed report and practical recommendations to improve accessibility throughout the shop.

Olivia said:

"The sensory audit was really eye-opening. I realised that the store wasn't very accessible for people with sight and hearing loss, and I feel strongly that we should be. Books are for everyone, and we cater for people of a variety of ages.

"Bookshops are for the community. They're cultural hubs and I want to make sure we are as accessible as possible for everyone who wants to visit us.

"When Coral walked us through everything we could do to improve accessibility, there were things that came up that I hadn't even thought of. There are so many things that you think are fine but they're not.

"For example, displays. We used to have baskets of books sometimes dotted about on the shop floor, but they can be dangerous for someone with sight loss who might trip over them."

The sensory audit was eye-opening...I want to make sure we’re as accessible as possible for everyone.
Olivia Rosenthall, Owner, Maldon Books

Putting recommendations into action

Determined to give all customers the best possible experience, Olivia and her team embraced the recommendations and put a plan in place to implement the necessary changes.

"We were really happy to take everything Coral pointed out to us on board because I think it must be so difficult for customers with sensory disabilities to not be able to access and enjoy books."

At the time, Olivia was already planning an expansion and renovation of the bookshop, creating the perfect opportunity to incorporate ECL's accessibility recommendations into the project.

She said:

"Coral highlighting what we could do at that time was great because we could build those changes into the renovations. Having that insight into what was working and what wasn't working at that stage was ideal."

Coral Pithers, ECL Sensory Training Facilitator said:

“Olivia and her team have worked hard to improve the accessibility of Maldon Books. One of the biggest challenges was the acquisition and integration of the premises next door. Rather than seeing this as a barrier, Olivia and her team embraced the opportunity, using the audit recommendations to inform the design of additional area from the start.

Their commitment, determination, and vision have resulted in a truly accessible environment where people with sight and hearing loss can browse, explore, and enjoy the bookshop with greater confidence and independence. The transformation is a fantastic example of how passion and practical action can come together to create a more inclusive experience for everyone.”

The team at Maldon Books have worked hard to improve accessibility and create a more inclusive experience for all customers.
Coral Pithers, Sensory Training Facilitator, ECL

Despite the challenges of working within a listed building, Maldon Books made significant improvements, including:

Increasing colour contrast around entrances, doors, and key areas of the store.
Installing a hearing loop system.
Creating a more accessible till area.
Decluttering the shop floor and changing displays to remove potential hazards.
Adding clearer, easier-to-read signage throughout the store.
Highlighting external steps and doorways with contrasting colours.

Reflecting on the process, Olivia said:

"The audit process was great. The hardest thing about it was carving out the time to implement the changes. It took us a while, but we got there!

"It was great to see how pleased Coral was when she came back to assess the improvements we'd made. She walked me through why each change was better, and it made me happy to know we'd made a difference for our customers."

Building knowledge through Sensory Awareness Training

Alongside the audit, Olivia, and her mother, who works in the shop full-time, took part in ECL's Sensory Awareness Training. They then shared what they had learned with the rest of the team.

The training provides practical insights into sight and hearing loss, helping people better understand the challenges faced by individuals with sensory impairments and how small changes can make a big difference.

The training directly influenced further improvements to the customer experience. Maldon Books installed a hearing loop system and changed the monitor configuration at the till to ensure customers could clearly see the team member serving them, making lip reading easier.

The Sensory Awareness Training was really insightful. We took the knowledge we'd gained and then trained our other staff.
Olivia Rosenthall, Owner, Maldon Books

Expanding accessible reading options

The training also encouraged Olivia to think beyond the physical environment and consider how the shop's product offering could be more inclusive.

As a result, Maldon Books introduced audiobook cards for customers with visual impairments.

Olivia said:

"The books are on cards, and unlike subscription services where the books are only yours for as long as you subscribe, you can download and keep these. They're great for gifts and the range features a good variety of titles."

Maldon Books also works with Libro fm, an audiobook supplier that sells online, but supports independent bookshops. Customers can buy books online and choose an independent bookshop to benefit from their purchase.

The shop has also started working with a publisher that produces dyslexia-friendly editions of contemporary books.

An invaluable learning experience

For Olivia, the experience has transformed the way she views accessibility as a business owner.

"It's been invaluable to look at our business from another perspective and make it more accessible for our customers. Doing the audit, taking part in the accessibility training, learning about it all, educating ourselves and making our shop better was such a worthwhile experience."

Looking ahead

Accessibility remains a priority for Maldon Books. Olivia is currently exploring planning permission options for a wheelchair ramp and is introducing an annual customer survey to gather feedback and ensure the shop continues to meet the needs of all visitors.

It's been invaluable to look at our business from another perspective and make it more accessible for our customers.
Olivia Rosenthall, Owner, Maldon Books

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