Communicating with customers who are disabled - A guide for telecoms companies

10 September 2001

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Contents

Acknowledgements

Foreword

Introduction

Laws and regulations - what telecoms companies must do

Some key principles

An information strategy

Easier for all - basic good practice

Meeting the needs of people with different impairments

Sources of information and advice

Oftel is grateful to DIEL for initiating this project, particularly DIEL member David Mann, and to Ricability for carrying out research and drafting it.

DIEL, Oftel and Ricability are grateful to the people and organisations who have commented on drafts of this guide.

The authors also gratefully acknowledge the pioneering work of Wendy Gregory at COI Communications, and have drawn on the two guides she has produced, the Informability Manual and Let's make it accessible, improving government information for disabled people.

The telecoms industry is all about communication.It should take the lead in providing information to the public that can be accessed by all.

This booklet provides guidance on how to communicate effectively with your disabled customers.

It deals with what you are legally obliged to do under the terms of your licence and the Disability Discrimination Act 1995.

But it goes further than this. We hope that you will embrace the spirit as well as the letter of the law. There are many common sense steps that can be taken to ensure that your information meets the needs of people with specific impairments.

This type of good practice makes good business sense, since there are 8.5 million disabled people in the UK and most use telecoms services.

All telecoms customers should be able to expect an equal standard of excellent service. We hope this guide helps you to achieve this aim.  

Bert Massie CBE
Chairman
Disability Rights Commission

David Edmonds
Director General of Telecommunications 

Well over eight million people in the UK have a disability. This means that a large number of your customers will either have a disability themselves or be close to someone who is disabled. And, since disabilities tend to increase with age, many of your customers will experience disability at some time in their lives.

These customers will need the same information as everybody else. In addition some of them will need extra information related to their impairment. And some will need information to be provided in a different form.

In many cases only small changes are needed to make information accessible for most people. Some people with more complex needs will require you to have a more imaginative approach. This guide should help you consider what you need to do and tells you where you can find expert guidance.

Who is this guide for?

Oftel hopes that this guide will be useful at all levels of the telecoms industry. On a practical level it should help fixed-line operators meet the conditions of their licence and will help all service providers meet the requirements of the Disability Discrimination Act 1995 (DDA). Beyond this it should be useful to all those in the telecoms industry and beyond who provide information to consumers.  

Your obligations are set out in two pieces of legislation, the Telecommunications (Services for Disabled Persons) Regulations and the Disability Discrimination Act. Both aim to make sure that disabled customers get the same standard of service as everyone else.

This section is not intended to be a comprehensive guide to the law relating to telecoms services provided to disabled persons. Operators should obtain their own legal advice on the extent of their obligations.

Telecommunications Regulations

The Telecommunications (Services for Disabled Persons) Regulations inserted a new condition into certain licences, including payphone licences, regarding services for disabled persons. The licence condition Services for Disabled Persons - generally Condition 25, Condition 10 in payphone operator licences - is concerned with specific services which must be provided for disabled people:

Services which must be provided by operators providing fixed line services

Textphones

• Quick dial access to emergency services, operator assistance, and directory enquiries.

• Reduced charges to compensate for the fact that conversations by textphone take longer.

• Access to a relay system to connect textphone users with those who use a voice phone. This would normally be via BT TextDirect.

• Call progress information (such as phone engaged or ringing) in a standard text format. In practice this is done by routing calls through BT TextDirect.

• Adequate provision of textphone facilities.

• At least 75% to have wheelchair access.

• At least 70% to have telephones with amplification.

• Telephone bills, contracts with the customer (including publicly available terms and conditions) and information about the services provided to comply with the licence condition to be available in different formats, such as large print and Braille.

• Priority fault repair services for disabled customers.

• Free directory enquiries for disabled people who are unable to use a phone book, and connection to that number when required.

• Customers can nominate someone to look after bills and correspondence.

It is also a condition of the licence that telecoms companies must consult Oftel from time to time about the ways in which they are meeting the needs of disabled people and with regard to adequate provision of textphones in public call boxes. This means keeping Oftel informed about your services, and consulting Oftel when you are considering introducing a new service or changing an existing one. It is also good practice to discuss these issues with disability organisations. Operators with payphone licences have similar obligations to those operators offering fixed line services, as appropriate to the services which they offer.

Additionally, and in a separate licence condition on Public Call Box Services, operators are required to provide apparatus in all public call boxes enabling people who use hearing aids to use a pay phone.

Mobile phone companies

Mobile phone operators are currently obliged only to provide free directory enquiries to people who cannot use a phone book. Oftel is working with them to consider what other services they might provide for disabled people.     

Disability Discrimination Act

Telecoms companies, like other organisations, also have obligations under the Disability Discrimination Act (DDA).

The Disability Discrimination Act (DDA) was passed in 1995. It protects disabled people in the areas of:

• Employment.

• Access to goods, facilities and services.

• The management, buying or renting of land or property.

• Education.

Part III of the DDA covers goods, facilities and services provided to the public. It sets out that a provider of services (including telecoms providers) discriminates against a disabled person where he treats the disabled person less favourably than other people, for a reason related to their disability, where the service provider cannot show that the treatment in question is justified. It sets out that it is unlawful for a service provider to discriminate against a disabled person, for example by refusing to provide a service to the disabled person which he provides to members of the public, or in the standard of service provided to the disabled person.

The service provider must also take reasonable steps to change any practice, policy or procedure where that practice, policy or procedure makes it impossible or unreasonably difficult for disabled persons to make use of his services. If he fails to do this and cannot show any justification for that failure, then he will be discriminating against the disabled person (in breach of the DDA). From October 2004, where a physical feature of a building makes impossible or unreasonably difficult for disabled persons to make use of a service, then the service provider will be under a duty to take reasonable steps to remedy this – either by removing the feature, or altering it so it no longer has that effect, or providing a reasonable means of avoiding the feature, or providing an alternative method of making the service in question available to disabled persons.

The service provider is also under a duty to take reasonable steps to provide an auxiliary aid or service e.g. information on audio tape, if it would enable disabled persons to make use of a service which is provided to members of the public, or facilitate their use of that service.

What is reasonable will ultimately be decided by test cases in the courts. For example, as far as information is concerned, tests of reasonableness might include the importance of the information, how fast it is likely to change, the difficulty disabled people have in using it, as well as taking account of your resources as an organisation.

More information on the Telecommunications Regulations

The addresses of organisations listed are given later in this guide (see Sources of information and advice).

The Telecommunications (Services for Disabled Persons) Regulations 2000, SI 2000 No 2410, ISBN 0 11 099838 3.
Available from the Stationery Office, £2.50

Oftel

More information on the Disability Discrimination Act

Disability Discrimination Act 1995 (c. 50), ISBN 0 10 545095 2. Available from the Stationery Office, £9.55.

Code of Practice – Rights of Access – Goods, Facilities, Services and Premises, The Stationery Office, 1999. ISBN 0 11 271055 7. £12.95.    

Gives practical guidance on how to avoid discrimination against disabled people in accessing services (or premises). It is intended to help disabled people and service providers to understand the law and to avoid complaints or litigation. (A revised version will be published in by the Disability Rights Commission in 2001. A draft of the new edition is available on their website).

Disability Rights Commission Helpline.

The Disability Discrimination Act - Part III. A service provider's guide to best practice, Employers’ Forum on Disability.

Employers' Forum on Disability.

Some key principles

Later on, this guide gives an outline of how to meet the needs of people with specific impairments. The ideas on this page apply more generally, and should be helpful to everybody.

Keep in mind the diversity of your customers

Such things as simple, plain language and well-laid out documents should be the rule because they are appreciated by all. Beyond this, you need to consider how else you might provide information to meet the different needs of the range of your customers. This will almost certainly mean providing information in several ways. This guide gives details of some of them, but you need to think creatively about what you do, and be guided by your customers.

Know your subject

Everybody who provides information to your customers needs to understand which of your services are particularly helpful for disabled people, and why. This must include the special arrangements you make (such as Braille bills) as well as the mainstream services (such as lower charges for people who use the telephone less) which may be particularly helpful to them. This information needs to be complete and up to date. All staff need to have the same information, so that the information and advice they give is consistent.

Know your customers

Your customers know what they need and what they prefer better than anyone else; so get feedback whenever you can. Testing drafts and discussing what might be done with a representative range of your customers will help.

Disability awareness

It is vital that everybody who has contact with your customers fully understands the issues which affect disabled people. This includes those who may be employed by another company such as sales staff or engineers working under contract. Simple mistakes are easy to make and their consequences can be far reaching. For example:

- Assuming people who cannot speak clearly cannot understand you.

- Not allowing enough time – for example if someone has difficulty putting their thoughts into words or when talking to someone who is using a textphone.

- Holding long telephone conversations with people who may find holding a handset painful.

- Unknowingly using words and phrases which can be offensive.

- Sounding patronising.

Good practice: arrange for all who have contact with members of the public to have disability awareness or disability equality training. The following description comes from the Disability Rights Commission website:

Disability Awareness Training or Disability Equality Training are different in their approach, although you cannot always tell which type of training is being offered by the actual name given.

On the whole, Disability Awareness Training tends to focus on the individual impairment or condition and will often use simulation exercises (such as putting people in wheelchairs or blindfolding them) to encourage non-disabled people to have an idea of what it may be like to have that specific disability. The trainer may discuss medical details which may be connected with specific conditions, and will cover issues such as etiquette and language. The training may be offered by someone with no personal experience of disability.

Disability Equality Training explores the concept of people being disabled by society's barriers and attitudes, highlighting the role of the organisation in the removal of those barriers and in the changing of attitudes. The training may include an element of 'awareness' - customer care, etiquette and appropriate language for instance - but it is unlikely that simulation exercises will be used, save perhaps as a means of illustrating particular barriers. The training will always be provided by a person with personal experience of disability.’

This training is provided by specialist organisations. Costs will vary according to the number of people trained, the scope of the course, the materials provided and the company providing the training.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice).

The Disability Rights Commission, the Employers’ Forum on Disability and RADAR have lists of disability awareness trainers.

Freedom to Communicate — BT’s products and services – a guide for older and disabled people 2001/02. Free from the Age and Disability Action Team, BT and at www.bt.com

Choosing a telephone, Ricability 1999,
Tests of telephone handsets and general guidance for people with disabilities.

It's your call, a guide to telephone services to older and disabled people, Ricability, 2001.

Telephones - what features do disabled people need? John Gill, Tony Shipley, 1999, RNIB on behalf of Phonability.

The Diversity Directory - your guide to equality & diversity consultancies. Lists consultancies working in all areas of equality including race, gender and disability. Published by Diversity UK Ltd in April and October each year. Available for £70 annual subscription (£75 from October 2001).

An information strategy

A formal strategy for providing accessible information should help you develop consistent policies and make sure they are followed through. It should be part of an overall information strategy, rather than something tacked on at the end. It will carry more weight if it is part of your corporate mission, with a senior member of staff having responsibility for it. The strategy is more likely to work if it is understood and supported by everyone in the organisation. So internal communication is important.

Some examples of what might be covered by the strategy are:

Research

- Work out what is needed by your customers, taking into account their diversity.

- Check what other organisations have done – there may be no need to reinvent the wheel.

Good practice: Consult your disabled customers to find out how they would like to get information and what they find easy or difficult. Consult disability organisations. They are both knowledgeable and helpful. The BT guide to their services for disabled and elderly customers is an example of a well thought out and comprehensive approach to providing information.    

Formats

- Develop a policy about what formats should be used in which circumstances. Try to give your customers a choice.

- Test how successful each format is – does it meet the needs of the people it is intended for? Use this information to create standards for your company.

- Consider how to distribute each format. How will the people who need it know it is available? How will you get it to them?

- Plan ahead so that all formats are available at the same time.

- Anticipate the possible demand for information in each format rather than waiting for the demand to show up. Keep this under review. Take up is likely to increase as people become more familiar with what is possible or available.

- Tell people what you have done. Include details of alternative formats in general publicity and in your mainstream publications.

Budget

- Build in budgets for the production and distribution of accessible information.

- Include an allowance for the changes which will be suggested by the feedback you receive.

- Consider how you will tell your customers about your services.

- Include the mainstream press - according to the Employers' Forum on Disability one in four of your customers will either have a disability or be close to someone who is disabled.

Good practice: information needs to be delivered to where people are. Those who don't know that it exists will not ask for it. Think about where the people you want to communicate with might be. For example, BT considered that their leaflet on priority fault repair service should be available in GP's waiting rooms. They wrote to primary health care teams with this suggestion. Some ordered the leaflets and distributed them to surgeries and others passed on the information to individual GPs who contacted BT direct.

- Test your information.

- Keep track of take up.

- Ask your customers for feedback.

- Review what you have done regularly.

- Keep staff informed. New staff may not be fully aware of the needs of disabled people or of their obligations under the DDA or telecoms regulations. Many people still think disability is all about wheelchairs, but it is not.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice).

Producing accessible information, a practical and strategic guide, Employers' Forum on Disability.

Welcoming disabled customers, Employers' Forum on Disability, 2000, £1.80 for members; £2.10 for non members.
Clear basic guide to how to approach and help disabled customers in an appropriate way.

The Cabinet Office's Access Checklist is on their website at www.cabinet-office.gov.uk/servicefirst/2000/joinedup/ accesschecklist.htm

This consists of a series of questions aimed at helping service providers deliver a better service. It is not concerned only with disability but with an overall strategy for better public services which includes meeting the needs of disabled people. It has sections on physical access and on 'information, language and simplicity'.

Good practice: DIEL is a committee which advises Oftel on disability matters. While DIEL does not exist to give individual telecoms companies advice, it might be helpful to consult DIEL when developing services, and when providing information to Oftel itself.

For example Vodafone held discussion with DIEL when considering how to prevent disabled people from being disadvantaged by the switch from analogue to digital mobile phones. This contributed to a series of hardware and service options which were offered to Vodafone's disabled customers.

Easier for all – basic good practice

These rules make information easier for everybody, but are particularly important for disabled people.

Plain language

Nearly a fifth of adults in the UK – over seven million people – have some difficulty with reading, writing or basic arithmetic. Although abilities vary widely it makes sense to write as simply and clearly as possible. The design of the publication should also help get the message across.

Some basic rules…

Language

• Use simple words and short sentences.

• Write in a language your readers will understand - avoid jargon, technical or bureaucratic language. If you have to use a technical term, explain it.

• Only give one message at a time in each sentence.

• Use active rather than passive voice. For example 'We consider' rather that 'It is considered'.

• Address people directly – ‘you’ rather than ‘the recipient’.

• Avoid cramped layouts.

• Keep lines short. Narrow columns are easier to read than long lines.

• Leave enough space between columns.

• Use a ragged right hand margin.

• Divide text into short chunks.

• Avoid over elaborate or unusual type faces.

• Avoid design features which may lead to confusion, such as printing text on top of images.

• Do not run text around illustrations as this usually results in lines of unequal length, which can be difficult to read.

• Where possible, use pictures or drawings to back up text.

• Use clear headings and navigation aids such as a content list, bullet points and rules to separate unrelated sections.

• Make sure there is enough contrast between text and its background.

• Forms which have to be filled in need to have enough space. People with visual impairments often have larger handwriting, and many people find it difficult to write in small boxes.

These rules are all common sense. But they make commercial sense too. No one will thank you for publications which are confusing or hard to understand or read. Shorter concise publications should reduce the cost of design, printing, storage and translation into other languages or formats.

Good practice: If you are in doubt about your publication, test it out on real people.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice). Guidelines on how to write clearly and how to design accessible documents are produced by several organisations.

The Informability Manual. Wendy Gregory, COI Communications, 1996. Published by The Stationery Office (1996). ISBN 0-11-702038-9. £25.

A good practice guide to providing information in different formats. It gives details of the problems experienced by people with different impairments and has advice on the best media and techniques which can be used to overcome these problems.

Let's make it accessible, improving government information for disabled people. Wendy Gregory, for DfEE by COI Communications, February 2001.

Directed at the public sector, provides information on developing an information strategy to meet the needs of disabled customers. Available on-line to non Government organisations at the cabinet office website (www.cabinet-office.gov.uk/servicefirst/2001/joinedup/accessible/checklist.htm)

Am I making myself clear? MENCAP's guidelines for accessible writing, MENCAP, 2000, free, (but bulk orders cost £10 plus £1.50 p+p for 50 copies)

Includes information on plain English, layout and design, symbols and illustrations of various kinds. Has real life examples of written material prepared for people with learning disabilities. It has a useful reading list on communication through the use of symbols and plain English.

Producing Accessible information, a practical and strategic guide, 2000, Employers’ Forum on Disability.

Detailed guide to accessible formats, including the management of information. Includes guidelines on print, layout and design, Braille, audio tape and electronic media.

See it right, RNIB 2001.

12 booklets on different subjects, including information on producing Braille, tape and large print and on the internet. It also includes list of organisations who record information onto tape, into Braille, and gives details of Braille equipment suppliers. £20.

Producing Accessible information, a practical and strategic guide, 2000, Employers’ Forum on Disability

Detailed guide to accessible formats, including the management of information. Includes guidelines on print, layout and design, Braille, audio tape and electronic media.

How to provide information well, a good practice guide 1996, £2.75, How to provide information well to Bagladeshi, Chinese, Indian and Pakistani people, 1998, £3.95. Both from the National Information Forum.

The Plain English Campaign and the Plain language Commission will edit text into an easy to understand form. They also have training courses and information on good practice.

The National Information Forum will advise on the preparation and distribution of information.

MENCAP and specialist organisations such as People First can advise on the best way of communicating with people with learning difficulties.

Languages other than English

Good practice: while there is no obligation on telecoms companies to provide information in other languages, any requests for translations should be seriously considered. Key information should be provided in the major languages spoken in the UK as a matter or course.

  Meeting the needs of people with different impairments

This part of the guide summarises what may be needed by people with different impairments. It is not meant to be comprehensive, but it gives you the main things you need to consider. This part of the guide considers:

- people with visual impairments, page 25

- people with hearing impairments, page 32

- people who are deafblind or have dueal sensory impairments, page 35

- people with speech, language and communication impairments, page 39

- people with learning disabilities, page 42

- people with impaired dexterity, page 45

All of these groups include a large number of older people. And many people have more than one impairment. It is also important to remember that impairments can have different causes. For example someone may have difficulty reading because they have a visual impairment, a learning disability, or use British Sign Language as their first language.

    People with visual impairments

At least 1.7 million people have a visual impairment. Some of them see things as a blur, some have tunnel vision, others see only what is in the periphery of their visual field or can see only patches clearly. Some people can only tell dark from light and a few can see nothing at all. Around 19,000 read Braille, of which 13,000 use it as their preferred medium for communication.

Anything in print can cause problems for visually impaired people.

Good practice: First of all, your printed publications should be in a form which can be used by as many people as possible. This means clear layout and type faces. Type should never be less than 12pt in size and you should consider using 14pt as a general standard. A large number of people with visual impairments can read print as long as it is big enough and clear enough. Some people may need time to read and some may use special equipment such as simple magnifiers or computers with special software.

Information should be provided in different formats for those who cannot read print. The main alternatives are Braille, audio tape, large print and computer disc. Some people may prefer to get information face to face or by telephone. Ask each customer how they want you to provide it.

Sans serif faces are generally considered to be easier to read. Tiresias is a font developed by the RNIB which is easier for visually impaired people to read. Details from the RNIB and www.bitstream.com.

Braille

The cost of producing Braille versions of your documents varies with their length and complexity and also between different transcribers. If you publish a lot of documents it might be worth considering producing them yourself with a printer (called an embosser) linked to a computer which converts the text. See below for sources of more information.

Braille documents can be sent post free if they are marked as 'articles for the blind' and packed so that they can be opened by the Post Office. Contact the Royal Mail for details - 0845 7740 740.

Good practice: get your text read by a Braille reader to check its quality and that the correct conventions are being used.

Bind Braille documents so they lie flat. Use matt paper so there is no glare. Generally A4 size is easiest to use. Thick heavy books are cumbersome so split your information into a series of volumes if necessary.

Audio tape

Tapes can also be sent free of postage charges under the articles for the Blind scheme.

Good practice: Professionally-trained voices make for easier listening and are worth paying for. Good recordings need thought. Consider how you might change the visual features of a publication so that it works in sound. Contents lists, headings and indexing are very important. Give an overview, so listeners know what's coming and can decide whether to skip it or not. Use tones which can be heard during fast forward or rewind. Put information into a sensible order, which may not be the same as it is for print. Spell complicated words or names. Put key information at the beginning of each section so that it can be found easily. Use high quality tapes.

Large print

For many blind and partially sighted people, larger print is essential. Large print publications are often produced in 14pt type like this guide. The RNIB points out that no single size is suitable for everyone but most people prefer their large print in the range of 16 to 22 point.

Good practice: Type needs to be clear – avoid light faces, leave enough space between lines and between characters (they should not touch). Keep the length of lines short. Avoid italics and text in capital letters – these are more difficult to read. Use matt paper as gloss can cause glare. Avoid making the publication look as if it is aimed at children. Do not enlarge small print materials on a photocopier. These can become cumbersome and the quality is usually poor.

Computers can print off text in any size, so it is easy to produce a large text version of any text file. This is particularly useful where information changes frequently. Check that the document complies with large print guidelines.

Good practice: design and print a large print version of the material. Many large print versions of standard documents just contain text and are often poorly produced and badly laid out. Aim to produce a large print version which is as good as the standard version.  

Computer disc

Copying information onto computer discs is easy and cheap. It allows people with a computer to format text in whatever form suits them. Information can be displayed in any size on a computer screen, it can be printed, read out by a screenreader (which reads whatever is on the screen) or transcribed into Braille.

Good practice: Check with the person who will use the disc that it is in the right format. Many visually impaired people use systems that are not compatible with Windows. You may have to use rtf (rich text format) or txt (text) files which can be read by any computer.

Websites

Aim for a site which everybody can use with equal ease.

Good practice:

It should be easy to display the information in different type sizes on the screen.

The design needs to meet the needs of people who are using screen readers, devices which change text into Braille and those that magnify whatever is on the screen.

Avoid textured backgrounds.

Avoid busy, confusing, flashing or moving graphics.

Make sure text contrasts strongly with the background.

Avoid underlining (apart from links) and italics.

All images need to have a text alternative ('alt tag') which explains what the image is and why it is there.

Separate hyperlinks from text by putting them on separate lines. It should be clear where they will take you.

Provide alternatives if using software (such as frames or javascript) which some people may not have or be able to use.

Invite comments by e-mail on how easy your site is to use.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice).

Useful Websites

There are several checklists of good practice and programs which will check text for accessibility. One of them, Bobby, is widely recognised as meaning that a generally accepted standard has been reached.

www.cast.org/bobby

It follows guidelines developed by the World Wide Web Consortium (W3C), under their Web Accessibility Initiative (WAI).

The Web accessibility initiative homepage is at www.w3.org/WAI

Their index of programs which check for accessibility is at www.w3.org/WAI/ER/existingtools  

The BBC's program Betsie makes web pages more accessible by removing images and unnecessary formatting, so that only the text is left - www.bbc.co.uk/education/betsie

Websites that work, video from the RNIB

The Royal National Institute for the Blind has guidelines on making websites accessible to people with visual impairment - www.rnib.org.uk/digital/hints

Accessible website design, a practical and strategic guide, Employers' Forum on Disability

Other formats

Informability manual, COI Communications

See it right booklets, RNIB

Producing accessible information, Employers’Forum on Disability

Providing information well, National Information Forum  

Audio tapes

The Confederation of Transcription Information Services have information on producing information in alternative formats

67 High Street
Tarporley
Cheshire
CW6 ODP

tel: 01829 733351
www.cotis.org.uk

Transcription services

Several organisations offer transcription services. Cotis (see above) and the RNIB have lists.

The RNIB will also transcribe information into any form used by visually impaired people, including Braille, tape and computer disc. Contact the RNIB's offices in Peterborough.

 

People with hearing impairments

Nearly 9 million people have some form of hearing impairment. Over 140,000 have a profound hearing loss and over half a million have a severe loss which means they cannot use a telephone even with an amplifier. Many people who are profoundly deaf consider themselves part of a minority cultural group. Over 50,000 of them use British Sign Language (BSL) and this is often their first language. Some people also use other systems of communication such as Sign Supported English (SSE) or fingerspelling. People born profoundly deaf have difficulty in learning to speak. Voicing sounds that have never been heard is not easy.

Written information

Most hearing impaired people will have no more problems with written information than anyone else. However some BSL users may not be fully familiar with written English or may be embarrassed by their poor spelling and grammar when it comes to filling in forms.

Good practice: keep language simple. Have help on hand if assistance is needed.

Information by telephone

People with a hearing impairment obviously have a particular disadvantage using the telephone.

Good practice: Disability awareness training should include techniques of speaking clearly and making yourself understood. Staff also need practice in understanding people who do not pronounce words clearly. They should not be impatient.

Hard of hearing people may find it difficult to understand call steering or other announcements. These can be too fast, too faint or may be indistinct. This is a particular problem with ‘robotic’ voices. Some menus are too long and complex to be followed easily.

Poor recordings should be remade, and tested by hard of hearing people. Call steering systems should allow people to choose to go straight through to a person, and this option should be given early. Transcripts of menu systems should be provided.
Some deaf people use textphones – conversations are typed and displayed on a small screen rather than spoken. All offices which receive calls from members of the public should be equipped with a textphone, on a well publicised separate number.

Good practice: Staff should be trained so that they are able to use a textphone easily and naturally. They also need to know how to deal with calls which are relayed through, for example, BT TextDirect.

Face to face

Disability awareness or equality training should help your staff develop good communication skills. Areas in which people are likely to be given information face to face should have some privacy and where background noise is at a minimum. Fit induction loops (used by hearing aid users) in these areas and test them regularly. Train staff in using them. Make sure that your customers know that an induction loop has been fitted. The Sympathetic Hearing Scheme is run by Hearing Concern (see page 50). It provides training to organisations so that staff know how to communicate effectively with deaf and hard of hearing people. The Sympathetic hearing scheme symbol is used to show that this training has taken place.

Good practice: staff should be familiar with how to communicate through a BSL or SSE signer, and there should be enough space for the conversation to be carried out easily. Some people can lip read, but staff need to be aware that this is tiring to do for long. Remind your staff that they should talk to the deaf person and not to the interpreter. You could consider videophone or webcam facilities for users of BSL or SSE, and be able to provide signers on request.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice).

A guide to buying a textphone, 2001, Ricability.

Training in how to use a textphone can be arranged through the RNID or Typetalk’s outreach team. RNID Typetalk also has factsheets and a video about using different models of textphone.

The British Deaf Association Hearing Concern and the RNID can provide information and advice.

People who are Deafblind or dual sensory impaired people

About 23,000 people in the UK are deafblind, which means that they have a combined sight and hearing loss. This figure does not take into account the large number of elderly people who are losing both their sight and hearing. If these people are included the figure rises to 250,000.

Face to face

The way a deafblind person prefers to communicate depends on their degree of sight and hearing loss, whether they were born deaf and went blind, or were born blind and went deaf.

Clear speech – deafblind people who still have a little hearing left may understand clear speech.

If the person has no sight, then it’s best to speak closely into their ear. Do not shout as that distorts the sound. If they can see a bit, then face them so that they can lipread. Make sure you aren’t standing with your back to the light and do not cover your mouth with your hand.

Clear writing – deafblind people who have a little sight but little or no hearing may find clear writing the best method of communication.

Using a black felt-tip pen, write your message in neat, large letters on a piece of paper and give it to the deafblind person to read.

British Sign Language – people who are born deaf and lose their sight later in life have often grown up using British Sign Language (BSL). They may still be just able to see enough to understand BSL.

Deafblind manual fingerspelling – this is like the fingerspelling used in British Sign Language, but placed on the hand. This can be learnt in just half an hour – see page 38.

Block alphabet – with your index finger, you can spell each word by tracing capital letters, one on top of the other, on to the deafblind person’s palm.

Interpreters – Deafblind people may require an interpreter.

Good practice: Always speak directly to the deafblind person not the interpreter and provide a quiet room to aid translation.

Using the telephone

Some deafblind people may use a textphone or RNID Typetalk services. Staff should be trained so they are familiar with both of these.

Make phone calls from a quiet room, speak slowly and clearly and do not create noises by fiddling with the handset.

Written information

Deafblind people need information in various styles to suit the amount of sight or hearing they have left, or if they have none at all. Suitable formats include large print, Braille, audio cassette and Moon – a form of writing which can be read with the fingertips. It is made up of raised shapes, which look a little like print letters.  

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice). To find an interpreter contact any of the following organisations. They all give advice and help.

Deafblind UK. Provides direct services and support to people who have become deafblind, rather than those who were born deafblind. They also provide different levels of training for those who work with or provide services to deafblind people. They have several publications including:

The ultimate challenge: Welcoming your deafblind customers. Contains practical advice on what services to provide for deafblind customers in order to fulfil requirements under the DDA.

RNIB

RNID

Sense - Represents and provides services for all Deafblind people. Their specialist services include family support and providing information, advice and other services to individuals and professional staff. They have a wide range of publications including several on techniques of communication.        

DEAFBLIND MANUAL ALPHABET

People with speech, language and communication impairments

More than 2.5 million people have impairments which can affect their speech and language. Some people may never have developed these skills and others can lose them after a stroke, injury or because of an illness.

Some people may physically be unable to speak and may use equipment such as an electronic voice synthesiser. Those who have had their larynx (voice box) removed may use alternative means of producing sounds. However most people with communication impairments can speak, but have some difficulty using words, reading, writing or using numbers. They may not be able to find the right word or may miss words out. It might be difficult to follow what they are saying, either because speech is slurred or because the words they are saying do not follow an expected order. It is vital to be aware that most people who may find it difficult to talk (or read or write) can think and understand perfectly well.

Good practice: The following guidelines should help those who answer telephones and meet members of the public face to face:

Telephone

Concentrate on what is said, rather than how it is being said.

Talk in a relaxed and natural way.

Allow plenty of time, and never rush.

Do not shout.

Do not assume that you know what the person you are talking to wants to say and do not finish sentences for them.

Introduce one idea at a time, keep words simple and sentences short.

Make it clear that you know they know what they want to say.

Recap to sum up as you go. Check you both understand.

Face to face

In addition to the above:

Do not talk to a companion as if the person wasn’t there.

Drawing or writing may help.

Give a written record of any important information discussed.

Some people may find it hard to write or have difficulty with some words or phrases. Offer to help.

Other

Tape recordings help because they can be played back.  More information. The addresses of organisations listed are given on page 47 (see Sources of information and advice).

Aphasia is a common cause of communication impairment. The Aphasia handbook has clear information which applies to other speech and language impairments. Available from:

Ecodistribution
117 Main Street
Woodhouse Eaves
Leicestershire LE12 8RY

tel and fax: 01509 890068

Information on layout, print and background colour that is helpful for people with dyslexia can be found at
www.bda-dyslexia.org.uk

The Communication Forum links organisations who work in the area of communication, speech and language and can put you in touch with organisations which specialise in particular areas.                           

People with learning disabilities

Over one million people have learning disabilities. They include people who are easily able to work and live independently and those who can do little for themselves. Many have difficulty reading and writing and may have problems grasping complicated ideas or taking in large amounts of information.

Face to face

Many people with learning disabilities may prefer to be given information on audio tape or face-to-face, and you should aim to make this possible. Some people with severe learning disability may need help from a friend of family member.

Good practice: Allow time for them to make themselves clear. Check that everything has been understood.

In print

If it is not possible to give information face to face, the basic principles of plain language and good layout are critically important for this group of people.

Good practice: In addition to the basic rules listed on page 17:

Give information in a logical way, one step at a time.

Avoid abstract ideas.

Use short bullet points to make the main points clear.  

Use simple punctuation.

Support text with images.

Avoid abbreviations or acronyms.

It may be appropriate to produce a separate version.

Good practice: Preparing information for people with learning disabilities is not an exact science. Get advice from one of the organisations who represent people with learning disabilities.

Use very simple language.

Use a combination of text and pictures. Photos or pictures are often preferred because they are easy to interpret, and give a lot of information.

Use symbols to back up text. Several symbol systems can also be used to support text. However MENCAP advise that these should only be used when you are sure your readers understand them. Few adults do at present.

Think about CD, audio or video tape, which allows listeners to replay anything not understood.

Check that the publication does not appear to have been written for children, which can be off putting or appear to be patronising.

More information

The addresses of organisations listed are given on page 47 (see Sources of information and advice).

MENCAP

People First - regional organisations run and controlled by people with learning disabilities.

People with impaired dexterity

An unknown but very large number of people have impaired dexterity. Arthritis is by far the most common cause and Arthritis Care estimate that it affects over 8 million people in the UK.

On the face of it, this might not seem to be an issue for information provided by telecoms companies. However:

Telecoms regulations oblige you to provide a telephone directory service for people who cannot use telephone books because of a visual impairment or other disability.

Written information

Good practice: Leaflets need to be easy to handle. Small stapled documents with thin pages which stick together are hard to use. Shiny covers can be difficult to grasp.

Telephone

Good practice: Holding a handset for some time can be painful and difficult, so keep telephone calls short if necessary, without appearing abrupt or unwilling to help.

Face to face

Sources of information and advice

Organisations mentioned in the text

Age and Disability Action Team, BT

tel: 0800 919591
fax: 020 8326 9339
text: 0800 243123
e-mail: disability@bt.com

British Deaf Association

1-3 Worship Street
London
EC2A 2AB

text: 020 7588 3529
tel: 020 7588 3520
fax: 020 7588 3527
videophone: 020 7496 9539
e-mail: info@bda.org.uk
www.bda.org.uk

Communications Forum

Camelford House
87-89 Albert Embankment
London
SE1 7TP

tel: 020 7582 9200
fax: 020 7582 9606
e-mail: cf@communicationsforum.org.uk
www.communicationsforum.org.uk

Deafblind UK

DIEL - Advisory Committee on Telecommunications for Disabled and Elderly People

DIEL Secretariat
50 Ludgate Hill
London
EC4M 7JJ

tel: 020 7634 8773
fax: 020 7634 8924
text: 020 7634 8769
e-mail: diel@acts.org.uk
www.acts.org.uk/diel

Disabled Living Foundation

The Disabled Living Foundation is the leading source of information on disability equipment, day-to-day household gadgets, new technologies and training techniques.

380-384 Harrow Road
London
W9 2HU

tel: 020 7289 6111
text: 0870 603 9176
e-mail: info@dlf.org.uk
www.dlf.org.uk

Disability Rights Commission (DRC)

The Disability Rights Commission (DRC) is the independent body set up by the Government which works to eliminate discrimination against disabled people, promotes equal opportunities for disabled people and encourages good practice. It advises the Government on legislation. It has a number of useful guides on the Disability Discrimination Act and a helpline which can answer queries directly. Many of its guides are downloadable direct from its website.

DRC Helpline
Freepost MID 02164
Stratford-upon-Avon
CV37 9BR

tel: 08457 622 633
fax: 08457 778 878
text: 08457 622 644
e-mail: ddahelp@stra.sitel.co.uk

Diversity UK Ltd

3 Abbey Square
Turvey
Beds
MK43 8DJ

tel/fax: 01234 881 380
e-mail: mary@diversityuk.co.uk
www.diversityuk.co.uk

Employers’ Forum on Disability

The EFD is an organisation for employers which helps with recruiting and retaining disabled employees and providing services for customers with disabilities. Membership costs £1,850 a year with a one-off joining fee of £500, plus VAT. Members get access to a network who share ideas about best practice, information, practical guidance and help. Gold membership costs £10,000.

Publications include Welcoming disabled customers, A service providers guide to good practice, Producing accessible information, Making your website accessible. They also have briefing guides on particular impairments such as Dyslexia and Mental Health.

Several telecoms companies including BT, BT Cellnet, Cable and Wireless, Centrica, Lattice Group, Marconi, One2One, Orange and Vodafone are members.

Nutmeg House
60 Gainsford Street
London
SE1 2NY

voice/text: 020 7403 3020
fax: 020 7400 0404
e-mail: efd@employers-forum.co.uk
www.employers-forum.co.uk

Hearing Concern

95 Gray's Inn Road,
London
WC1X 8TX

Tel 020 7440 9871
Fax 020 7440 9872
Text 020 7440 9873

Website: www.hearingconcern.org.uk
Email: info@hearingconcern.org.uk

The Informability Unit, COI Communications

The Informability Unit advises COI Communications and other public sector organisations on how to communicate effectively with people who have special requirements.

COI Communications
Hercules Road
London
SE1 7DU

tel: 020 7261 8336
fax: 020 7261 8832
e-mail: wendy.gregory@coi.gsi.gov.uk

MENCAP

123 Golden Lane
London
EC1Y 0RT

tel: 020 7454 0454
fax: 020 7696 5540
www.mencap.org.uk

National Information Forum

A national membership organisation that works to improve information for disabled people and other disadvantaged groups. They can advise on the preparation and dissemination of information

Post Point 10/10
Burne House
Bell Street
London
NW1 5BZ

tel: 020 7402 6681
fax: 020 7402 1259
www.nif.org.uk

Oftel

50 Ludgate Hill
London
EC4M 7JJ

tel: 020 7634 8761
fax: 020 7634 8946
e-mail: infocent@oftel.gov.uk
www.oftel.gov.uk

People First

Addresses of regional organisations are available from their London offices:

299 Kentish Town Road
London
NW5 2TJ

tel: 020 7485 6660
fax: 020 7485 6664

Plain English Campaign

PO Box 3
New Mills
High Peak
SK22 4QP

tel: 01663 744409
fax: 01663 747038
e-mail: info@plainenglish.co.uk
www.plainenglish.co.uk  

Plain Language Commission

The Castle
29 Stoneheads
Whaley Bridge
High Peak
Derbyshire
SK23 7BB

tel: 01663 733177
fax: 01663 735135
e-mail: mail@clearest.co.uk
www.clearest.co.uk

RADAR – the Royal Association of Disability and Rehabilitation

The Royal Association for Disability and Rehabilitation is a national organisation of and for disabled people. Its key areas of activity are:

• supporting over 500 local and national disability organisations
• campaigning for improvements in disabled people’s lives
• providing information to support independence and equality for disabled people.

12 City Forum
250 City Road
London
EC1V 8AF

tel: 020 7250 3222
fax: 020 7250 0212
text: 020 7250 4119
e-mail: radar@radar.org.uk
www.radar.org.uk

Ricability

Carries out research and produces independent guides for disabled and older consumers.

30 Angel Gate
City Road
London
EC1V 2PT

tel: 020 7427 2460
text: 020 7427 2469
fax: 020 7427 2458
e-mail: mail@ricability.org.uk
www.ricability.org.uk

RNIB - Royal National Institute for the Blind

RNIB is one of the UK's biggest charities. It has over 60 different services for people with sight problems throughout the country. It can provide advice and consultancy on visual impairment and other disabilities.

224 Great Portland Street
London
W1N 6AA

tel: 020 7388 1266
fax: 020 7388 2034
helpline: 0845 766 99 99
textphone via RNID Typetalk: 0800 51 51 52
www.rnib.org.uk

For publications:

Customer Services
RNIB
PO Box 173
Peterborough
PE2 6W5

tel: 0845 702 3153
text: 0845 758 5691

RNID — Royal National Institute for Deaf people  

19-23 Featherstone Street
London
EC1Y 8SL

tel: 020 7296 8000
text: 020 7296 8001
fax: 020 7296 8199
e-mail: informationline@rnid.org.uk
www.rnid.org.uk

RNID — Typetalk and BT TextDirect

Typetalk is the BT funded national relay service run by the RNID. It links textphone and voice phone users through an operator who reads out textphone messages to the person on the voice phone and types their replies. Text users ring 0800 459 598 and hearing users call 0800 515152 to make calls.

BT TextDirect is a new system for textphone users and people who wish to contact them. Textphone users dial 18001 before the number they are calling and are connected straightaway, whether to a voice user or to another textphone. Hearing users can call a textphone by dialling 18002. A RNID Typetalk operator will automatically be brought into the call if required.

RNID Typetalk
PO Box 284
Liverpool
L69 3UZ

tel: 0151 709 9494
voice helpline: 0800 500 888
text helpline: 0800 7311 888
text relay: 0800 95 95 98
voice relay: 0800 51 51 52
fax: 0151 709 8119
e-mail: helpline@rnid-typetalk.org.uk
www.rnid-typetalk.org.uk

Sense

11-13 Clifton Terrace
Finsbury Park
London
N4 3SR

tel: 020 7272 7774
text: 020 7272 9648
fax: 020 7272 6012
e-mail: enquiries@sense.org.uk
www.sense.org.uk

Other organisations

There is a disability organisation for nearly every impairment. Some of those who provide information directly relevant to this guide are listed above. There are very many others, all of whom can provide detailed information about the needs of their members. We have room only for a small selection here.

Addresses of other organisations can be obtained from DLF or RADAR and many are listed in A practical Guide for Disabled People: where to find information, services and equipment, published by the Department of Health.

Free from NHS Response Line 0541 555 455

or

Department of Health Publications
PO Box 777
London
SE1 6XH

e-mail: doh@prolog.uk.com

Quote reference 10378

Arthritis Care

18 Stephenson Way
London
NW1 2HD

tel: 020 7380 6500
fax: 020 7380 6505
www.arthritiscare.org.uk 

Age Concern

Age Concern England
Astral House
1268 London Road
London
SW16 4ER

tel: 020 8765 7200
e-mail: infodep@ageconcern.org.uk
www.ageconcern.org.uk

Age Concern Scotland
113 Rose Street
Edinburgh
EH2 3DT

tel: 0131 220 3345
e-mail: enquiries@acsinfo3.freeserve.co.uk

Age Concern Cymru (Wales)
4th Floor
1 Cathedral Road
Cardiff
CF11 9SD

tel: 029 2037 1566
e-mail: enquiries@accymru.org.uk

Age Concern Northern Ireland
3 Lower Crescent
Belfast
BT7 1NR

tel: 028 9024 5729
e-mail: ageconcern.ni@btinternet.com

British Institute of Learning Disabilities

Wolverhampton Road
Kidderminster
Worcestershire
DY10 3PP

tel: 01562 850251
fax: 01562 851970
e-mail: bild@bild.demon.co.uk
www.bild.org.uk

Help the Aged

207-221 Pentonville Road
London
N1 9UZ

tel: 020 7278 1114
fax: 020 7278 1116
e-mail: info@helptheaged.org.uk
www.helptheaged.org.uk

Partially Sighted Society

PO Box 322
Doncaster
South Yorkshire
DN1 2NX

tel: 01302 323132

SCOPE (for people with cerebral palsy)

6 Market Road
London
N7 9PW

tel: 020 7619 7100
fax: 020 7619 7399
e-mail: information@scope.org.uk
www.scope.org.uk

Speakability (a national charity dedicated to helping people with aphasia)

1 Royal Street
London
SE1 7LL

tel: 020 7261 9572
fax: 020 7928 9542
e-mail: speakability@speakability.org.uk
www.speakability.org.uk

Spinal injuries association

76 St.James's Lane
Muswell Hill
London
N10 3DF

tel: 020 8444 2121
fax: 020 8444 3761
e-mail: sia@spinal.co.uk
www.spinal.co.uk

Stroke Association

Stroke House
123 Whitecross Street
London
EC1Y 8JJ

tel: 020 7490 7999
e-mail: stroke@stroke.org.uk
www.stroke.org.uk          

Telecommunications Action Group (TAG - for deaf, deafened, hard of hearing and deafblin