Cheryl Blackman has a mission: to make sure everyone — regardless of ability — has a memorable visit to the Royal Ontario Museum (ROM). And, with nearly two million visitors coming to see this leading museum of natural history and world cultures every year, Cheryl has her hands full.

As the Director of Visitor Experience, Cheryl looks for ways to meet the unique needs of each visitor, through tours, guides and other accommodations. Cheryl is backed by an entire organization dedicated to accessibility for all visitors, including those with disabilities.

For visitors with disabilities, experiencing the displays and fragile artefacts can be a challenge. Using technology, innovative displays and old-fashioned great service, Cheryl and her team at the ROM are able to provide an experience that is second to none.

Visitors to the ROM will find a variety of accommodations to help them enjoy their visit, including:

• audio tours with detailed descriptions of objects on display
• video podcasts with sign language interpretations of various exhibits
• hands-on galleries to examine and handle hundreds of objects
• interactive displays with videos, touch-screen features, captioning and Braille
• guides that provide engaging information on various exhibit objects
• large print floor plans

These accessibility features have universal benefits for everyone.

The ROM has come a long way to make its galleries and exhibits accessible, but the journey has not been without its challenges.

The ROM faced physical barriers typical of a building constructed in 1914. So, when the ROM began planning for the Michael Lee-Chin Crystal — an addition that opened in 2007 — the organization seized the opportunity to incorporate accessibility from the outset. The ROM relied on the expertise of people with disabilities to make sure the Crystal could accommodate every visitor.

The Crystal boasts a mere two per cent slope from the curb side into the first floor of the building. This allows everyone easy access, because there are no stairs or other obstacles that can make it difficult for seniors, parents with strollers or anyone else to get in or out of a building.

"Because of the slope, our admissions counter had to be built on a platform so staff had a flat surface to stand on," explains Cheryl. "That's really captures our philosophy — we make the adjustments, so our visitors don't have to."

Visitors will find automated doors, elevators and accessible washrooms throughout the ROM's Crystal — not to mention great service. Visitors with disabilities are fast-tracked around the admissions line to sit-down stations. What's more is that support persons are admitted for free. And help is never more than a question away.

But sometimes, the accessibility of a feature isn't completely successful and requires modification to meet the needs of visitors, Cheryl explains.

For example, a wheelchair lift was installed in the James and Louise Temerty Galleries of the Age of Dinosaurs. This proved to be a challenge for this high-traffic area, which was often getting clogged with small children and strollers.

"We recognized that we needed to make some improvements, so the decision was made to build a spacious ramp," says Cheryl. "While this took away some of the exhibit floor space, the benefits were immediate."

And the ROM continues to find ways to break down barriers. A tactile map, which will use textures and other three-dimensional features to depict the ROM's floor plan for people with visual disabilities, will be in place in the Fall of 2009. As well, fully accessible rotating doors with sensors will soon replace the automated doors at the front entrance.

The ROM experience can be summed up by one visitor with a visual disability, who explained how being in a museum is usually like being in a box. After using one of the tactile displays, that visitor thanked Cheryl for 'taking her out of that box.'

"That's our goal — to take people out of the box and give them the opportunity to fully experience the richness of our exhibits," said Cheryl.