Neat video by Barclays Bank that debunks common myths about customer complaints, costs of being accessible, access being someone else’s job, it’s too small a market for all that time and effort, and accessible design is boring design. Towards the end there is a great statement, “accessible design should work well for those who need it, and be invisible to those who don’t”. A really useful video for anyone promoting accessible customer service in our digital world, and for others wondering if it really is worth the effort. The video is captioned. You can find out more about Barclays work in this area. They also have a Twitter feed.
As technology races ahead we need to be thinking quickly about policy development, and ethical questions related to artificial intelligence and the level to which it can affect our lives for good and perhaps not so good. Monash University has produced an 11 minute video in which several speakers have their say on the topic of automation and artificial intelligence. Good points are made from both an ethical perspective and a practical perspective. One point not mentioned is whether all such technology will be inclusive for all users.
Older adults are still suspicious of digital transactions. This is one of the conclusions from a study in Ireland. It would be interesting to see if we would get similar results in Australia. With institutions such as Centrelink and Medicare going digital, it is important that we don’t leave people behind. This report, “A Social Policy Report of Older People’s Everyday Experiences of Banking and Telecommunication Providers in County Roscommon” gives some good insights into older people’s behaviours in this digital world. Using ATMs was not popular mainly due to concerns over safety, so there is still a preference to physically visit the bank. Online banking and telephone banking was not favoured either, in spite of many people having a smart phone and a computer. At least visiting the bank means an outing and some exercise for people who spend most of their time at home. Perhaps this should be factored into policies as well. The report lists the key findings at the front of the document. The Economist posted an article on a similar theme. Would be good to see an Australian study.
Professor Gerard Goggin’s latest publication about internet accessibility covers some history of digital inclusion in Australia as well as related social policy. He and his co-authors discuss how the legal action taken against the Sydney Organising Committee for the Olympic Games set a new standard in providing information in accessible formats. The World Wide Web Consortium (W3C) cites this case as how not to do web accessibility in “A Cautionary Tale of Inaccessibility: Sydney Olympics Website” (W3C, 2009).
However, little progress has been made since the Olympic Games in 2000 as any reporting on web accessibility compliance within the Australian government appears absent. In the United States, legislation is pushing the boundaries, but no such legislation exists in Australia. The article, Internet accessibility and disability policy: lessons for digital inclusion and equality from Australia, also discusses the nexus with the National Broadband Network, the NDIS, and other aspects of social policy. The article concludes, “As the Australian case shows, all these broader social aspects are important coordinates, when it comes to internet policy for digital inclusion to people with disabilities”.
Professor Goggin was a Keynote speaker at the 2nd Australian Universal Design Conference in 2016. You can download an edited transcript.
The sub title from the e-book “Ageing, Adaption and Accessibility: Time for a revolution!” says it all. The book includes chapters from UK, Denmark, USA, Slovenia and Norway. The theme is the digital age and how to include everyone. It covers the economic case, putting people at the centre of the design, keeping it simple, and user testing.
In the foreword CEO of BT Retail, Gavin Patterson, says, “The experts interviewed for this book have given all who are involved in developing technology food for thought. It sets out the opportunities, challenges and impacts that communication solutions present to users, to help ensure that what we develop in the future does not end up excluding people whose lives we actually set out to improve. “
Ageing, Adaption and Accessibility is published by the Engineering Design Centre at the University of Cambridge and is free to download. Several well known authors are featured, including Valerie Fletcher, Roger Coleman, Ger Craddock, Hua Dong, and Baroness Sally Greengross.
With tertiary education institutions turning to online learning and creating videos of lectures, the need to caption these videos could be more important for all students than first realised. The findings of this study show the need for more work in this area, but early results show that captioning benefits most students, with or without disability. This finding could transfer to the general community.
“When queried whether captions were helpful, 99% of students reported they were helpful (5% slightly, 10% moderately, 35% very, 49% extremely). We were unable to determine differences among students with and without disabilities, as we did not track individual survey responses.” Interestingly, in this study 13% of respondents indicated having a disability, but only 6% were registered as such.
Various reasons were given for the benefits of closed captioning – noise in their listening environment, unclear speech in the video, spelling of new or unfamiliar words, and being able to take notes just by stopping the video and not needing to rewind to listen again. Students with English as a second language also benefitted. Although these results show the need for more research, they found there was a 7% increase in student results compared to the previous year’s students who did not have captioning. The article also discusses the cost of captioning and other options, such as speech recognition. The title of the article is, Closed Captioning Matters: Examining the Value of Closed Captions for All Students, and is published in the Journal of Postsecondary Education and Disability, 2016.
Editor’s note: Anyone who has seen the results of “automatic” online Google captioning will know that the results are very haphazard. It is good to see how captioning is now being seen within the scope of universal design and could be more widely applied.
This article from the Prototyping blog site uses its own advice in the presentation of this useful information for anyone involved in website design and content. They acknowledge that designing a website is already a hassle with so many things to think about that it seems too hard to think about accessibility as well. Find out why you should consider it. At the end of the article the give sources for the article – Why designing an accessible website benefits your company and all its users. Below are a couple of snippets from the article.
There are four guiding principles for accessibility, acronymed as POUR:
- Perceivable: content must be perceivable in multiple ways;
- Operable: content can be navigated through multiple means; the structure makes it easy to find what user is looking for;
- Understandable: interface behaves in a predictable way;
- Robust: content works well with mobile devices and assistive technology.
Links that inspired the article:
- An extensive list of social groups who benefit from accessible interfaces https://www.w3.org/WAI/bcase/soc
- Barriers which people with disabilities experience when browsing web content https://www.w3.org/WAI/mobile/experiences
- MIT Accessibility and usability portal https://ux.mit.edu/
- Financial benefits of accessible websites https://www.w3.org/WAI/bcase/fin.html
Singapore is leading the way in creating an inclusive society. Universal design is apparent in the new built environments and housing, and now they are looking at improving the technology side of life. Mothership.sg – a Singaporean digital news and information platform says there of five misconceptions about older people and their use of IT:
- Older people have learned everything that they can over their lifetime.
- Festivals are for young people who like to party and spend money.
- Older people are cliquish and prefer to hang out with their own peers.
- Persons with disabilities aren’t able to fulfil their aspirations.
- The government is already doing so much for older people and people with disability, so I don’t need to step up.
The Mothership website has more information about these misconceptions and includes short videos to explain more.
For many people “Old” is like tomorrow – it will never come. If we were to have inclusiveness, such terms would disappear – they were only useful to marketing professionals when they thought all people over the age of 60 were an homogenous group and needed special products and services.
Microsoft has produced a great set of resources to introduce digital designers the the world of inclusive design. You can download separately the manual and activities in PDF, and the informative videos. The website has additional resources of interest including gaming and film making. There is an opportunity to download the text to the videos so that people using screen readers can access the content. Videos are captioned. Microsoft are living the message with their own web design and content.