Customer Engagement by Universal Design

Front cover of the toolkit with three overlapping circles, bright pink, purple and turquoise.Communicating effectively with customers is essential for any business or government service. And right now, online communication is taking centre stage. 

The new guide for Online Meeting Accessibility is a supplement to the Customer Communications Toolkit for Public Service. It takes you through the steps of planning and conducting an online meeting, and following up afterwards. The focus is on accessibility and inclusion with many helpful tips.

The Customer Communications Toolkit for Public Service covers planning, training and informing staff and contractors. It takes a universal design approach and is useful for any organisation.

The Centre for Excellence in Universal Design has two more toolkits  for private and public entities. They are guides to effective and inclusive communication using a universal design approach. 

Customer Engagement in Tourism Services Toolkit covers best practice guidance for customer engagement using case studies. The four sections cover business objectives, written communication, face to face, and web communication.

Customer Engagement in Energy Services provides best practice guidance for customer communication. In four parts it covers: written form, face to face, telephone and video.

The Centre for Excellence in Universal Design has many more resources on the built environment, products and services and technology/ICT.

The process for developing the guidelines and what was learned covers research, policies, standards and guidelines. Lessons from Good Practices to Guide Universal Design Toolkits includes advice for other toolkit authors.