Getting digital formats right

Making your communications more accessible

Advantages of digital formats

Digital formats have revolutionised how some disabled people interact with each other, the wider community and organisations that affect their lives.

Technology can remove barriers

It creates a level playing field of opportunity for people with a variety of impairments. For example, video calling allows people to communicate using sign language.

Technology allows preferences

It enables organisations to communicate with people in the way they are most comfortable with.

Disadvantages of digital formats

Lack of access

Not everyone has access to digital formats, such the internet. Use of technology often follows socio-economic trends. Poorer people tend to have less access to technology, and access they do have tends to be outside the home.

This means many of your audience will not be reached digitally and some of those who are will have limited opportunity to change or tailor the way they receive digital formats to their own needs.

Users may also lack the technical ability or resources to download and use the applications available in these formats.

Built-in barriers

Many digital formats contain significant in-built access barriers. For example, interactive voice response (IVR) telephony is not accessible for people with hearing impairments.

The access barriers may also be within the user-interface rather than the product itself. For example an IVR telephone information service may seem a good way for a person with a learning disability to get support. But if the system is too complex to use they will still be prevented from accessing the information.

Getting it right - creating inclusive digital formats

Many digital formats can be designed in a way that enhances accessibility and user experience for disabled people. To create inclusive formats three areas need to be considered:

accessible architecture
accessible design
content that promotes equality

People who commission technology and designers need to follow best practice in these areas. You should also involve disable people in the development of digital formats.

Accessible architecture

Building accessible architecture means designing the structure of any technology so it is easy to use by anyone - taking care to ensure that it meets the needs of disabled people. You should consider the needs of disabled people from the start of a project and factor those needs into the process.

This applies to both the technical design and how it interacts with other parts of the process. For example, visually impaired people should easily be abkle to access downloadable files can also access these documents.

Accessible design

Your website, for example, should be designed in an inclusive way:

Present as much information as possible as web pages.
If you need to include documents add them as accessible pdfs.
Make sure your download system and back office can process requests for alternative formats.

The last point is particularly important where people are being asked to undertake an automated transaction, such as paying a bill, registering for a service or requesting further information.

Content that promotes equality

As well as making your information accessible, you must also make sure that your content promotes equality.

Where technology is being used to promote a service to an individual there should be representation of disabled people within the narrative or graphics.

The assumption from the outset should be that disabled people are included by all areas of content.