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Design for Inclusion: Creating
a New Marketplace
National Council on Disability
1331 F Street, NW, Suite 850
Washington, DC 20004
202-272-2004 Voice
202-272-2074 TTY
202-272-2022 Fax
Lex Frieden, Chairperson
October 28, 2004
This report is also available in alternative formats
and on NCD’s award-winning Web site (http://www.ncd.gov/).
The views contained in the report do not necessarily
represent those of the administration, as this and all NCD reports
are not subject to the A-19 executive branch review process.
Reference herein to any specific commercial product,
process, or service by trade name, trademark, manufacturer, or otherwise
does not constitute or imply its endorsement by the National Council
on Disability.
October 28, 2004
The President
The White House
Washington, D.C. 20500
Dear Mr. President:
On behalf of the National Council on Disability (NCD),
I am submitting a report entitled, Design for Inclusion: Creating
a New Marketplace. This report aims to educate designers and manufacturers
about the way electronic and information technology (E&IT) intersects
with the needs of individuals with disabilities, and how designing
with access in mind can significantly increase the size of targeted
markets for E&IT.
Designing with access in mind can be accomplished
through Universal design. Universal design is a process to ensure
that electronic and information technology is inclusive, accessible,
and usable by everyone, including people with disabilities. Incorporating
universal design processes when developing E&IT is one solution
to accommodating people with disabilities that also improves the
usability of the products for the rest of the population. NCD’s
research attempts to understand the market for universally designed
mainstream consumer products and services, document successful universal
design development processes, understand consumer needs, understand
universal design facilitators and barriers, and identify and address
current issues in universal design.
This research falls at a time when understanding and
incorporating universal design into the development process are
most crucial. We are in the window of opportunity for implementing
Section 508 of the Rehabilitation Act of 1973 (as amended). Section
508 requires the Federal Government to purchase accessibly designed
E&IT. If progress is not made quickly in improving the skills
of government and industry employees on accessibility issues, the
window will soon shut with little having been accomplished.
Progress must be made now, and the purpose of this
report is to present the information and recommendations that will
guide this progress.
Sincerely,
Lex Frieden
Chairperson
(The same letter of transmittal was sent to the President
Pro Tempore of the U.S. Senate and the Speaker of the U.S. House
of Representatives.)
National Council on Disability Members
and Staff
Members
Lex Frieden, Chairperson, Texas
Patricia Pound, First Vice Chairperson, Texas
Glenn Anderson, Ph.D., Second Vice Chairperson, Arkansas
Milton Aponte, J.D., Florida
Robert R. Davila, Ph.D., New York
Barbara Gillcrist, New Mexico
Graham Hill, Virginia
Joel I. Kahn, Ph.D., Ohio
Young Woo Kang, Ph.D., Indiana
Kathleen Martinez, California
Carol Novak, Florida
Anne M. Rader, New York
Marco Rodriguez, California
David Wenzel, Pennsylvania
Linda Wetters, Ohio
Staff
Ethel D. Briggs, Executive Director
Jeffrey T. Rosen, General Counsel and Director of Policy
Mark S. Quigley, Director of Communications
Allan W. Holland, Chief Financial Officer
Julie Carroll, Attorney Advisor
Joan M. Durocher, Attorney Advisor
Martin Gould, Ed.D., Senior Research Specialist
Geraldine Drake Hawkins, Ph.D., Program Analyst
Pamela O’Leary, Interpreter
Brenda Bratton, Executive Assistant
Stacey S. Brown, Staff Assistant
Carla Nelson, Office Automation Clerk
Dedication
This National Council on Disability report is dedicated
to Ronald Mace, “a nationally and internationally recognized
architect, product designer, and educator whose design philosophy
challenged convention and provided a design foundation for a more
usable world. He coined the term ‘universal design’
to describe the concept of designing all products and the built
environment to be aesthetic and usable to the greatest extent possible
by everyone, regardless of their age, ability, or status in life”
(Center for Universal Design).
Acknowledgments
The National Council on Disability (NCD) wishes to express its appreciation
to W. Bradley Fain of Georgia Tech Research Institute (GTRI), who
was the principal investigator for this project. Researchers in
GTRI’s Electronic Systems Laboratory performed the work documented
in this report. NCD acknowledges the contributions of Steve Jacobs
of the Ideal Group, who performed the market definition and research
for this report. NCD also acknowledges the participation of the
industry partners that supported the industry study portion of this
research. The industry partners provided invaluable insight into
the impact of section 508 on business and the barriers and facilitators
relating to the adoption of universal design principles. NCD also
acknowledges the donation of equipment and services utilized during
the user study portion of the research. The following companies
provided products and services, at no cost to the project, for user
testing: HP, Nokia, and SENCORE Electronic Test Equipment.
NCD would also like to acknowledge the efforts
of Gerry Field, WGBH Boston, for providing the closed-captioned test
stream used in user testing. Contents
Executive Summary
I. Introduction
II. Market Definition
and Research
III. Product Analysis
IV. Industry Study
V. Discussion
VI. Conclusions
List of Acronyms and Abbreviations
Bibliography
Appendix
List of Tables
Table 1. Accessibility
Grades for Each Target Population for the Six Product Lines
Table 2. Comparison Between Promotion
of Consumer Product Safety and Accessibility
Executive
Summary
Designing with access in mind can significantly increase
the size of targeted markets for electronic and information technology
(E&IT). Good business practice dictates that designers and engineers
avoid unintentionally excluding large populations of consumers from
accessing and using the E&IT they develop and manufacture. People
with disabilities are at the highest risk of exclusion. Other consumer
groups are also at risk. They are—
- Individuals 65+ years old
- Consumers living in low-bandwidth information infrastructures
- People who never learned to read
- Users of English as a Second Language (ESL)
- Tourists and people living in multilingual societies
- Consumers living in high-density populations
Designing with access in mind can be accomplished
through universal design (UD). Universal design is a process to
ensure that E&IT is inclusive, accessible, and usable by everyone,
including people with disabilities. Accessible design is a step
forward when developing E&IT products, but it tends to lead
to technologies that will be used separately, or in addition to,
the main E&IT product, which diminishes the effectiveness of
designing for all. Incorporating UD processes when developing E&IT
is one solution to accommodating people with disabilities that also
improves the usability of the products for the rest of the population.
The National Council on Disability (NCD) undertook
this research to understand the market for universally designed
mainstream consumer products and services, document successful UD
development processes, understand consumer needs, understand UD
facilitators and barriers, and identify and address current issues
in universal design. This research comes at a time when understanding
and incorporating UD into the development process are most crucial.
We are in the window of opportunity for implementing section 508.
If progress is not made quickly in improving the skills of government
and industry employees on accessibility issues, the window will
soon shut with little having been accomplished. If industry does
not see that federal agencies are serious about implementing section
508 in a consistent manner, companies will shift the monetary and
human resources needed for improving accessibility to product development
opportunities that offer a higher return on investment. Progress
must be made now, and the purpose of this report is to present the
information and recommendations that will guide this progress.
Through this research, NCD aims to educate designers
and manufacturers about how electronic and information technology
intersects with the needs of individuals with disabilities. In addition
to providing knowledge about disabilities, we see the importance
here and now of educating individuals on universal design. Currently,
many business people have never heard of UD, and many of those who
have do not understand that it is more than just a design for disability.
This research aims to provide businesses with the knowledge of UD
methods they need to clearly see how their complex products can
be made accessible in a cost-effective way.
As part of this research, six product lines were
analyzed from the telecommunications, software, consumer electronics,
and digital services industries for both accessibility and usability.
We estimated how useful these products are to people with disabilities
and whether the products conformed to section 508 standards and
section 255 guidelines. We were able to present recommendations
for improving such products. At a time when the incorporation of
universal design is crucial, NCD hopes that the information provided
in this report will motivate and drive the development of more universally,
accessibly designed E&IT.
Important
Findings and Recommendations
User Study. The purpose of the user study
was to document and understand user experiences with the six product
lines under study. The experiences and thoughts of the consumer
with a disability provided important insight into the future design
of accessible products and can potentially influence the universal
design process. The key findings of the user study are as follows:
- Users with disabilities are often asked to pay
high prices for phones with feature sets that are not useful to
them.
- Rapid changes in technology often cause decreases
in accessibility.
- Users are reluctant to adopt technologies that
have proven frustrating in the past.
- Users have difficulty finding devices that match
their functional capabilities because of the lack of familiarity
sales associates have with accessibility features.
- Users are reluctant to invest in technologies that
have an unproven accessibility record.
- Accessibility solutions must consider the needs
of the individual with disabilities.
Substantial increases in accessibility will be required
before increased sales to members of the disability community are
realized.
Product Analysis. A detailed
product line analysis was conducted for each of the product lines
selected for study. The purpose of this research was to document
accessibility issues that prevent people with disabilities from
fully accessing the selected products and to document accessibility
features that either are currently offered or could be offered by
manufacturers. The end result of this product analysis was the assignment
of an accessibility grade to each product line for each disability
group. These grades may be useful to designers and manufacturers
to identify the target populations that should be consulted during
the design process so that more accessible design features are incorporated
into new products.
Industry Study. The purpose
of the industry study was to document UD practices within industries
represented by the six product lines selected for study. Five categories
of facilitators and barriers to accessible design were examined:
design, organizational, informational, financial, and legal. A discussion
of these barriers and facilitators as experienced by the six companies
is included in this section.
In addition, 11 business concerns were identified
as having an influence on UD practices within an organization. Each
business concern had a different level of influence, depending on
the strength of the other factors. The factors influencing the adoption
of UD practices included the business case, strategy and policy,
demand and legislation, marketing and sales, research, design, testing,
resource allocation and funding, organization and staff, training,
and the customer and consideration of people with disabilities.
All the companies that participated in the industry
study have made strategic decisions to address the accessibility
of their products and services. A few of the companies had long-standing
accessibility programs that were reinvigorated by the technical
requirements of section 508. Other companies initiated their accessibility
activities while planning for their response to section 508. In
both cases, section 508 clearly has had an impact on the way accessibility
and UD are being addressed by industry. The industry study found
that the most common approaches to addressing accessibility issues
are—
- Increasing awareness of employees
- Integrating accessibility requirements into the
design process
- Performing accessibility verification testing
- Establishing an accessibility program office
Discussion. Through this
research, we have come to better understand the market for universally
designed mainstream consumer products and services, documented successful
universal design development processes, achieved a better understanding
of consumer needs, analyzed UD facilitators and barriers, and identified
and addressed current issues in universal design. This research
program has found that—
- A market for universally designed products and
services exists.
- UD principles can be easily incorporated into
current design practices.
- Products designed to be accessible sometimes do
not meet the needs of users.
- Legislation is currently both a facilitator and
a barrier to UD.
- Many barriers to UD remain and must be addressed
before significant progress can be made.
Several important recommendations can be made from
this research for designers, developers, federal agencies, and companies
striving to incorporate universal design into their development
process:
Strategies for Government and Industry to Promote Universal
Design
Recommendation #1. Use
standards (government or industry) to prohibit nonessential features
that pose accessibility problems unless an alternative interface
that solves the problem is provided.
Recommendation #2. Use
standards (government or industry) to eliminate interoperability
problems that create accessibility problems.
Recommendation #3. Use
market forces to regulate features that pose intermediate levels
of accessibility problems. Require labeling and other information
to be provided, and allow recourse through tort (warranty) as
well as through general demand, as reflected in consumer purchases.
Recommendation #4. Develop
training materials and educational articles documenting the market
potential for UD products and services.
Strengthening the Impact of Section
508
Section 508 was developed to govern the purchase of accessible electronic
and information technology purchased by the Federal government.
Despite having been in place for nearly three years, section 508
has yet to reach its potential. One of the greatest shortfalls of
Section 508 is the lack of understanding of and attention to the
functional performance requirements.
Recommendation #5.
Institute procedures designed to ensure that due diligence is
given to section 508 procurement requirements. Perform an internal
analysis of the impact of section 508 on the procurement of actual
products. Publish the results of the analysis as a way of convincing
industry that the Federal Government is committed to section 508.
Recommendation #6.
Consider requesting supporting evidence for claims made on voluntary
product accessibility templates (VPATs) from all vendors responding
to bid proposals.
Recommendation #7.
Develop a quick accessibility checklist for specific product lines
likely to be procured by the Federal Government. The quick accessibility
checklist would assist procurement officials in market research
by providing them with a list of items that they can inspect themselves
when procuring products. The checklist would be tailored to specific
product lines and would not require detailed expertise to evaluate.
Recommendation #8.
Develop guidance for reporting conformance with functional performance
criteria guidelines.
Recommendation #9.
Support the coordination of state and local government adoption
of section 508 technical requirements. Provide state and local
governments with documents and training programs designed to ensure
unification of technical requirements.
Recommendation #10.
Study and document the nontechnical aspects of accessibility,
including social, psychological, and organizational accessibility.
Promote UD solutions that consider all aspects of accessibility.
Promoting the Inclusion of Universal Design
in Industry Practices
Companies are not aware of the design process
modifications needed to incorporate universal design principles.
The Federal Government should support the refinement of specific
design process interventions that can easily be incorporated.
Recommendation #11.
Develop, test, and disseminate methodologies for integrating UD
into existing design practices.
Recommendation #12.
Support the development of university-level training materials that
could be incorporated into the curriculums of existing design-oriented
degree programs. The training materials should include awareness-expanding
videos and other teaching resources that illustrate the potential
impact of key design process interventions on the lives of people
with disabilities and other beneficiaries of UD.
Recommendation #13.
Develop, test, and disseminate design reference users to illustrate
the range of functional capabilities and limitations typical among
people with disabilities. Design reference users (popular in specifying
the target population in Department of Defense acquisitions) is
a set of descriptions of prototypical users who, taken together,
express the range of functional capabilities and limitations of
the population that must be accommodated by the design project.
The use of design reference users would greatly simplify the need
for designers to research and integrate information pertaining to
the functional limitations and capabilities of people with disabilities.
Recommendation #14.
Develop a standard methodology for testing accessibility and comparing
the accessibility of similar products.
Recommendation #15.
Coordinate with industry to promote the integration of accessibility
concepts, principles, and guidelines into the development tools
used by designers to develop products.
Creating a New Marketplace
Consumers with disabilities find many E&IT products to be inaccessible.
A sizeable un-tapped market for universal design products and services
exists. However, few companies appreciate the size of the market
or know how to tap its potential.
Recommendation #16.
Develop an information clearinghouse where users can obtain information
about accessibility issues and the features designed to address
the issues for specific product lines. Educate consumers on how
to shop for UD products and services. List vendor resources where
consumers can obtain more information about UD products.
Recommendation #17.
Develop marketing strategies and approaches that will facilitate
a connection with people with disabilities.
Recommendation #18.
Train people with disabilities to become subject-matter experts
for the purpose of participating in design focus groups and accessibility
evaluations.
Recommendation #19. Create
job-related outcomes for bulk purchasers for the successful procurement
of products and services with UD features.
Conclusions
People with disabilities want to use the same products that everyone
else uses. They do not want to be limited to specialized products
that are more costly. Implementation of UD is the best way to satisfy
this desire of people with disabilities, while also providing more
cost-effective products for all users. While it is impossible to
satisfy the needs of all users, products and services that come
closer to accommodating a variety of physical and cognitive differences
will benefit both users and companies.
Introduction
The explosive development of information technology
is rapidly changing the way we work, shop, communicate, and play.
In the 19th and early 20th centuries, our grandparents saw America
change from an agrarian society to an industrial one. We are now
in the middle of a second transformation, from an industrial society
to an information society, sparked by the development of information
science, microprocessors, and wireless technology. Information technology
and telecommunications are now relied upon for routine daily activities
that contribute to overall quality of life, such as making doctor’s
appointments, obtaining directions, and purchasing goods and services.
Companies are increasingly expanding their presence into emerging
markets. As the National Council on Disability (NCD) points out,
“Companies are serving populations they have never before
served” (NCD, 2002).
Every consumer is different. No two people have the exact same set
of learning styles, abilities, experiences, and educational background.
What used to be one market of billions of consumers is evolving
into billions of markets of one consumer, as computer technology
makes it economical for products to be customized to meet the user’s
needs. This marketing shift is a dramatic change from a few short
years ago. To remain competitive, companies must learn to develop
products that accommodate the wants, needs, and preferences of as
many individual consumers as is technically possible and economically
feasible.
Designing with access in mind can significantly increase
the size of targeted markets for electronic and information technology
(E&IT). Good business practice dictates that designers and engineers
avoid unintentionally excluding large populations of consumers from
accessing and using the E&IT they develop and manufacture. People
with disabilities are at a high risk of exclusion. Other consumer
groups are also at risk. They are—
- Individuals 65+ years old
- Consumers living in low-bandwidth information infrastructures
- People who never learned to read
- Users of English as a Second Language (ESL)
- Tourists and people living in multilingual societies
- Consumers living in high-density populations
Universal design (UD) has been proposed as a
means to meet needs of consumers, including those with special needs,
while maximizing a company’s potential to develop a marketable,
easy-to-use product. The purpose of this research program is to
understand the market for universally designed mainstream consumer
products and services, document successful UD development processes,
understand consumer needs, understand UD facilitators and barriers,
and identify and address current issues in universal design.
The future of design for inclusion is in jeopardy.
We are in the window of opportunity for implementing section 508.
If progress is not made quickly in improving the skills of government
and industry employees on accessibility issues, the window will
soon shut with little having been accomplished. If industry does
not see that federal agencies are serious about implementing section
508 in a consistent manner, companies will shift the monetary and
human resources needed for improving accessibility to product development
opportunities that offer a higher return on investment. Progress
must be made now, and the purpose of this report is to present the
information and recommendations that will guide this progress.
Through this research, NCD aims to educate designers
and manufacturers about how electronic and information technology
intersects with the needs of individuals with disabilities. In addition
to providing knowledge about disabilities, we see the importance
here and now of educating individuals on universal design. Currently,
many people business people have never heard of UD, and many of
those who have do not understand that it is more than just a design
for disability. This research aims to provide businesses with the
knowledge of UD methods they need to clearly see how their complex
products can be made accessible in a cost-effective way.
This study examined the philosophical, economic, and
technological rationales that currently drive the development of
UD and identified specific barriers to increased implementation,
while also addressing commonly held assumptions about universal
design. Six product lines were analyzed from the telecommunications,
software, consumer electronics, and digital services industries
for both accessibility and usability. We estimated how useful these
products are to individuals with disabilities and whether the products
conform to section 508 requirements and section 255 guidelines.
In doing so, we were able to present recommendations for improving
such products. This report aims to aid industry in adopting UD practices
by using the information obtained on current industry practices,
barriers, and facilitation factors to investigate methods for motivating
companies to incorporate UD methods in product development.
At a time when the incorporation of universal design
is crucial, NCD hopes that the information provided in this report
will motivate and drive the design for more universally designed
E&IT.
Definition
of Universal Design
Universal design, or design for inclusion, is a process to ensure
that E&IT is inclusive, accessible, and usable by everyone,
including people with disabilities. Accessible design is a step
forward when developing E&IT products, but it tends to lead
to technologies that will be used separately, or in addition to,
the main E&IT product, which diminishes the effectiveness of
designing for all. Incorporating UD processes when developing E&IT
is one solution to accommodating people with disabilities that also
improves the usability of the products for the rest of the population.
The above definition encapsulates what it means to
design with universal access in mind. UD has been referred to as
many things and has been defined in many ways and with many perspectives.
Despite the differences in interpretation and definition, one thread
that ties the perspectives together is that all people, young and
old, with and without disabilities, can have access to the same
opportunities. Some alternative terms that have been used to refer
to UD are inclusive design, design for inclusion, lifespan design,
transgenerational design, barrier-free design, design-for-all, and
accessibility. The first four terms have their roots in accomplishing
social inclusion, the next two have their roots in design of the
built environment, and the last is linked to legislated requirements
for accommodation (Ostroff, 2001).
The term universal design was originally
coined in the 1970s by Ronald Mace.
Ron Mace was a nationally and internationally recognized
architect, product designer, and educator whose design philosophy
challenged convention and provided a design foundation for a more
usable world. He coined the term “universal design”
to describe the concept of designing all products and the built
environment to be aesthetic and usable to the greatest extent
possible by everyone, regardless of their age, ability, or status
in life (Center for Universal Design, n.d.).
Other characteristics of UD are summarized, in part,
from interviews with visionaries regarding accessibility and UD
(Fain et al., 2001). The visionaries talked about including a wide
range of individuals in all stages of the design process; integrating
accessible features so they don’t stand out (resulting in
social integration); and creating things so that they can be made
available “out of the box,” enabling as many people
as possible to use them. It is considered a design methodology and
an extension of the user-centered design process. Additional variations
include the following:
…[T]he practice of designing products or
environments that can be effectively and efficiently used by people
with a wide range of abilities operating in a wide range of situations
(Vanderheiden, 1997, p. 2014).
…[B]uilding products that are robust and accommodating.
Universal designs take account of differences in sight, hearing,
mobility, speech, and cognition. Universal design helps not only
people with disabilities, but also any of us when we’re
tired, busy, or juggling many tasks (Francik, 1996).
…[T]he design of products and environments
to be usable by all people, to the greatest extent possible, without
the need for adaptation or specialized design. The intent of universal
design is to simplify life for everyone by making products, communications,
and the built environment more usable by as many people as possible
at little or no extra cost. Universal design benefits people of
all ages and abilities (Center for Universal Design, n.d.).
A much greater awareness of disabilities has evolved
in the last century, in part as a result of a significant increase
in the human lifespan. The general population has had greater exposure
to human limitation as the people around them have aged and developed
limitations, while at the same time living outside institutions
and becoming more independent. This exposure has increased awareness
of limitations that can impede the average individual and has led
to design changes in products to help overcome these limitations.
Initially, these design changes were implemented as special features
that added to the cost and stood out as features for people with
special needs. Over time, designers began to recognize that many
design changes could be made on a larger scale, reducing the cost
and benefiting a larger portion of the population (Center for Universal
Design, n.d.). Research led to the formulation of design principles
that describe the objectives of UD.
In 1997, North Carolina State University’s Center
for Universal Design documented and published seven Principles of
Universal Design (1997):
Equitable Use: The design is useful and marketable to people with
diverse abilities.
Flexibility in Use: The design accommodates a wide
range of individual preferences and abilities.
Simple and Intuitive Use: Use of the design is easy
to understand, regardless of the user’s experience, knowledge,
language skills, or current concentration level.
Perceptible Information: The design communicates
necessary information effectively to the user, regardless of ambient
conditions or the user’s sensory abilities.
Tolerance for Error: The design minimizes hazards
and the adverse consequences of accidental or unintended actions.
Low Physical Effort: The design can be used efficiently
and comfortably and with a minimum of fatigue.
Size and Space for Approach and Use: Appropriate
size and space are provided for approach, reach, manipulation, and
use, regardless of the user’s body size, posture, or mobility.
These principles serve as guidelines for the designers
of accessible products. If these principles are incorporated into
and considered during the design process, the result will be products
that are accessible to a wide range of users. In addition to principles
such as the ones mentioned above, standards have been and will continue
to be developed that serve as guidelines for designers and manufacturers.
These standards mandate that products, services, or places are accessible
to particular groups of people and provide requirements that must
be met. Universal designers must incorporate these principles and
standards and use them for guidance when developing products and
services to be accessible to the wide population.
The definition of UD must address the population
it is intended to benefit. Consideration must be given to various
disability groups—blind, low vision, deaf, limited hearing,
limited manual dexterity, limited cognition, and lack of reading
ability—keeping in mind that these limitations may result
from situational constraints rather than a formally defined disability,
as defined below:
OPERABLE WITHOUT VISION = is required by people
who are blind – and – people
whose eyes are busy (e.g., driving your
car or phone browsing) or who are in darkness.
OPERABLE WITH LOW VISION = is required by people
with visual impairment – and –
people using a small display or in a
smoky environment.
OPERABLE WITH NO HEARING = is required by people
who are deaf – and – by
people in very loud environments or
whose ears are busy or are in forced
silence (library or meeting).
OPERABLE WITH LIMITED HEARING = is required by
people who are hard of hearing –
and – people in noisy environments.
OPERABLE WITH LIMITED MANUAL DEXTERITY = is required
by people with a physical disability
– and – people in a space suit
or chemical suit or who are in a bouncing
vehicle.
OPERABLE WITH LIMITED COGNITION = is required by
people with a cognitive disability –
and – people who are distracted
or panicked or under the influence
of alcohol.
OPERABLE WITHOUT READING = is required by people
with a cognitive disability –
and – people who just haven’t learned
to read this language, people who are visitors,
people who left reading glasses behind (Vanderheiden, n.d.).
While there is no strong basis for characterizing
UD and discriminating UD products from non-UD products, a few sets
of evaluation criteria have been identified. The Center for Universal
Design has developed two versions of Universal Design Performance
Measures. The consumer version helps guide personal purchasing decisions.
The designer’s version “…provides a good relative
assessment of universal usability, but the measures are not an absolute
tool for achieving universal design” (Story, 2001). These
measures consider questions for phase of use of commercial products:
packaging, instructions, product installation, use, storage, maintenance,
repair, and disposal. In addition, Vanderheiden (2001) has identified
three levels for evaluating products. Level 1 is assigned for features
that, if not implemented, will cause a product to be unusable for
certain groups or situations. Level 2 is assigned for features that,
if not implemented, will make the product very difficult to use
for some groups and situations. Level 3 is assigned for features
that, if implemented, will make the product easier to use but do
not make it usable or unusable.
Now that UD definitions, principles, and evaluation
techniques have been discussed, the question becomes, “What
is the reality of UD?” In other words, “Is UD achievable?”
The answer to this question depends, in part, on how UD is defined.
On the one hand, there is Ronald Mace’s definition, which
indicates that people from all walks of life should have the same
opportunities. At some level, this is achievable. Consider the curb
cut. Curb cuts came about because of the Americans with Disabilities
Act (ADA), but it turns out that they are beneficial to all of society:
people pushing baby strollers or using roller blades, for example.
The curb cut is most definitely considered to have achieved UD.
On the other hand, one viewpoint of UD suggests the ideal that designs
should be usable by individuals under every circumstance. While
it’s true that many things are usable by a range of individuals,
not all of those things are designed in an ideal manner for those
same individuals. It is not possible to account for every variation
in human ability, need, and preference. As stated by Story, Mueller,
and Mace (1998),
It is possible to design a product or an environment
to suit a broad range of users, including children, older adults,
people with disabilities, people of atypical size or shape, people
who are ill or injured, and people inconvenienced by circumstance.
[Yet,] it is unlikely that any product or environment could ever
be used by everyone under all conditions. Because of this, it may
be more appropriate to consider universal design a process, rather
than an achievement.
Role of Assistive Technology
in Universal Design
According to the U.S. Assistive Technology Act of
1998,
The term assistive technology means technology designed
to be utilized in an assistive technology device or assistive technology
service. The term assistive technology device means any item, piece
of equipment, or system, whether acquired commercially, modified,
or customized, that is used to increase, maintain, or improve functional
capabilities of individuals with disabilities (Assistive Technology
Act, 1998).
People with disabilities are commonly aided by the
use of assistive technology (AT). Users with visual impairments
may benefit from the use of the following ATs:
Speech input and synthesized
speech output
Screen readers
Screen magnifiers
Screen projectors
Signage and text printed in Braille
and large letters with high contrast, standardized keyboards and
keyboard layout with landmarks
Visual, acoustic, and tactile
feedback and alert signals
Smart cards that provide a preferred
user interface and output
Audio recorded information
Users with hearing impairments may benefit from
the use of the following ATs:
Text telephones
Nonverbal information
Visual, acoustic, and tactile
feedback and alert signals
Adjustable signal level and tone
on audio devices
Adjustable temporal and spatial
resolution in visual communications
Volume control
Additional earpieces
Provisions for inductive coupling
to hearing aids
Users with mobility impairments may benefit from
the use of the following ATs:
Tilting keyboards and keypads
Hands-free data entry and response
selection
Speech input
Intelligent word prediction software
Alternative pointing devices,
such as mouth sticks
Keyboard controllers
Body position switches
Book holders and page turners
Arm supports
Touchscreens
Remote switches
Users with cognitive disabilities may benefit from
the use of the following ATs:
Standardized icons
Tactile cues
Landmarks, both visual and tactile
Speech-synthesized output
Speech input
Visual examples using drawings
and icons for help systems
Some of these assistive technologies can be designed
into the product lines themselves; others must be used externally
to the device. There is an ongoing debate regarding the role of
AT in universal design. At the core of the issue is whether the
capabilities of AT should be built into mainstream products (those
designed for the general public) or whether they should be separate
products that can be used with mainstream products by those who
need them. There are three schools of thought regarding the use
of AT:
1. AT should be the primary solution to providing
people with disabilities access to E&IT.
2. E&IT manufacturers should enhance the accessibility
of their products to extents that are technically possible and
economically feasible. Beyond this, AT should be used.
3. E&IT manufacturers should make all their
products accessible by everyone, under all circumstances, in any
situation.
While it is clear that a single design cannot accommodate
all individuals in all contexts (Stephanidis, 2001; Vanderheiden,
1990), an inclusive design can accommodate a larger number of
people than one designed for the “average” user. In
addition, ATs themselves cannot readily accommodate the needs
of all users, and it is burdensome and costly for AT to keep up
with changing mainstream technologies. On the other hand, AT developers
have detailed knowledge about the needs of users with various
functional limitations, and they can develop better products if
they can focus on the needs of their target users.
Some believe that the solution is for AT developers
to develop better products rather than mainstream developers trying
to design products that are useful to everyone. However, with
this approach, people who need assistive technology are required
to purchase AT products in addition to the mainstream products.
They must also carry their AT device around so that they always
have the capability to use a product. The best solution is, perhaps,
a middle ground, keeping in mind that part of UD is ensuring compatibility
with some types of AT (e.g., touchsticks), but UD doesn’t
have to require the use of AT.
…[U]niversal design in [information
technology and telecommunications] IT&T products should
not be conceived as an effort to advance a single solution for
everybody, but as a user-centered approach to providing products
that can automatically address the possible range of human abilities,
skills, requirements, and preferences (Stephanidis, 2001).
Assistive technology development, whether or not
it is integrated in mainstream products, is critical. The Assistive
Technology Act of 1998 (P.L. 105-394) provides federal support
for research and promotion of AT; Title II specifically relates
to coordinating research for assistive technology and universal
design (U.S. Department of Commerce, 2003).
There are a number of arguments against the design
of AT as separate products:
- AT requires added cost on
top of the mainstream products and is affected, in part, by
insurance reimbursement policies (U.S. Department of Commerce,
2003).
- AT is sometimes prohibitively
expensive, even without the cost of the mainstream products.
- It is not always possible
for a person to carry around all necessary AT products.
- AT is focused on a limited
audience.
- Different AT is needed to
accommodate different functional limitations.
- The economics of ATs are
such that the limited market and limited purchasing power of
the market will likely limit the abilities of AT companies to
keep up with the pace of mainstream technologies.
- Often when an innovation
in mainstream technology takes place, an update in the AT is
required; this results in extra cost for the person requiring
AT or, at the very least, introduces risk. For example, installation
of a new software product may interfere with the operation of
existing AT. Technology is changing so rapidly that once an
access problem is solved, it is common for a new access problem
to surface (Stephanidis, 2001; Emiliani, 2001).
- While ATs can be portable,
security concerns may prohibit their use; for example, a library
may prohibit the installation of a screen magnifier on a public
computer.
- AT companies do not have
the resources needed to work closely with companies to ensure
compatibilities with their products or to do product testing
(U.S. Department of Commerce, 2003).
- AT companies often do not
share the features they have planned for their products with
other companies until the AT is released. While industry would
like to have the data sooner, AT companies are reluctant to
promise technologies that they might not be able to deliver.
Arguments favoring the design of ATs as separate
products include the following:
- AT allows companies to focus
on the development of their specialized products, thus resulting
in a better job of handling the accessibility issues to meet
the needs of people with disabilities.
- It is possible for AT to
become so mainstream that it is no longer considered AT. Eyeglasses,
for example, are no longer thought of as assistive technology,
and closed-captioning and voice recognition software are becoming
more commonplace.
- AT is better equipped to
handle specialized or rare needs of people with disabilities,
and there will likely always be a need for some forms of assistive
technology. In addition, AT can be tailored to address unique
needs (U.S. Department of Commerce, 2003).
Arguments for integrated AT and UD include the
following (Vanderheiden, 1990; Winograd, 1997):
- Many product adaptations
necessary to accommodate some functional limitations can be
implemented in mainstream products at little or no extra cost.
- Many product adaptations
necessary to accommodate some functional limitations can also
facilitate use by the general population (e.g., the curb cut).
Some benefits of implementing accessibility features that have
a more global benefit include lower fatigue, increased speed,
and lower error rates.
- AT cannot accommodate the
needs of the many individual subgroups that have special needs
(e.g., mild versus severe hearing loss).
- Special features can be integrated
into mainstream products so they are transparent to users who
don’t need them (e.g., “sticky keys”).
Regardless of how people with disabilities use
the technology, it will have a large impact on their independence
and ability to fully participate in society, resulting in an added
cost benefit to society as a whole (Vanderheiden, 1990). The population
of people who may require some sort of accommodation is ever-growing
with the increase of the elderly population, so much so that the
term “general population” possibly should be redefined
in the minds of designers. Although the market potential for products
is great, the limited population for any given AT creates financial
constraints for small companies that focus on AT development.
Large companies typically have the finances but not the expertise
to address a wide range of needs (AAATE, 2003). Complications
stem not only from the wide variety of functional limitations
but also from the ever-increasing need for rapid configuration
of technologies to accommodate environmental and other contextual
needs. The increasingly mobile society, for example, may mean
that individuals need specialized accommodation over a period
of a day or even hours, while a more fixed environment may require
little variation in configuration. “…[I]n the context
of the emerging distributed and communication-intensive information
society, users are not only the computer-literate, skilled, and
able-bodied workers driven by performance-oriented motives, nor
do users constitute a homogeneous mass of information-seeking
actors with standard abilities, similar interests, and common
preferences with regard to information access and use” (Stephanidis,
2001, p. 6). The AT industry alone cannot address the variable
contexts that create a need for more customized situational technologies.
If products are not going to be designed with AT
built in, they need to be designed from the ground up to be fully
compatible with AT, and AT needs to be designed so well that people
with disabilities no longer have accessibility issues with products.
If products are designed with UD principles in mind, they will
likely be accessible to a large number of people with disabilities
without the use of AT. Regardless of the resolution to this debate,
if any, AT and mainstream developers must work together to achieve
the greatest accommodation possible and to develop adaptors, when
necessary. “The use of an adaptor is appropriate when two
systems cannot otherwise accommodate each other; this is the case
when accessibility problems are alleviated by the choice of alternative
input/output devices or by communication via an alternative modality”
(Benyon, Crerar, and Wilkinson, 2001). Thus, there is a place
in society for both integrated AT and UD, as well as for separate
AT products.
Research
Process
An extensive research program was conducted to
complete each of the research activities documented in this report.
This research program was conducted by examining the roles and
perspectives of industry, Federal Government, and consumers with
respect to the six product lines that are important to people
with disabilities. The six product lines studied were automated
teller machines (ATMs), cellular phones, distance learning software,
personal digital assistants (PDAs), televisions, and voice recognition
technologies. For more information about the research process
undertaken in preparing this report and additional information,
please consult the online version of the report at http://www.ncd.gov.
II.
Market Definition and Research
Electronic and information technology is driving
the creation of new communities that are forever changing the
way people live, learn, work, and play. Companies are increasingly
expanding their presence in emerging markets. Businesses are serving
populations they have never served before. Every consumer is different.
No two people have the same set of characteristics, learning styles,
abilities, experiences, or educational backgrounds. Developing
products that accommodate the wants, needs, and preferences of
as many individual consumers as is technically possible and economically
feasible can greatly enhance a company’s competitive advantage.
Designing with access in mind can significantly
increase the size of E&IT markets on a global basis. Good
business practices dictate that designers and engineers avoid
excluding large groups of consumers from accessing and using E&IT.
Groups at the highest risk of unintentional exclusion are—
- People with disabilities
- Individuals 65+ years old
- Consumers living within low-bandwidth
information infrastructures
- Users of English as a Second
Language (ESL)
- Tourists traveling to nonnative
language destinations
- Consumers living in high-density
populations
This market analysis examined many aspects of manufacturing
“more accessibly designed” E&IT. This analysis
was intended to help answer questions such as the following:
- Is there a market for more
accessibly designed products?
- Does the capacity exist to
develop more accessibly designed products in each of the presented
product lines?
- What factors influence the
market for more accessibly designed products for each of the
product lines presented?
All the product lines reviewed in this report are
manufactured by members of the E&IT industry. Naturally, in
order for these products to be manufactured, the E&IT industry
must exist. In order to exist, it must be profitable. A question
often asked by the disability community is, “How can we
ensure that the E&IT products and services being manufactured
are accessible to people with disabilities?” E&IT manufacturers
pose a similar question. They ask, “How can we ensure that
the E&IT products and services we manufacture are accessible
and usable by as many people as is technically possible and economically
feasible without the need for customization?” The questions
are different. The motivations are different. The market drivers
are different. The solutions can be remarkably similar.
Definition
of the Market Environment
Historically, the primary forces driving the manufacture
of more accessible E&IT products and services have been legal,
moral, social, and ethical. The assumption was that if legal,
moral, social, and ethical issues no longer existed, the motivation
to manufacture more accessible E&IT would all but disappear.
The next two sections discuss the reasons why nothing could be
further from the truth.
In contrast to the historical notion of what the
primary forces driving the manufacture of accessible E&IT
are, in actuality a majority of the forces driving demand for
more accessibly designed E&IT fall into the following five
categories:
- Market forces
- Local environment
- Human condition
- Legal framework
- Standards and guidelines
Market Forces
Market forces consistently drive the demand for
more accessibly designed E&IT. Market forces include the need
to respond to consumer behavior, the work of federal agencies,
legislation mandating developments in the accessibility of E&IT,
changing marketing philosophies (from mass marketing to a one-on-one
marketing philosophy), competition within the market, emerging
technology trends, and economic expansion. These market forces
are discussed below in terms of how they drive the markets for
more accessibly designed E&IT products.
Consumer Behavior
E&IT is prevalent in schools, libraries, individuals’
homes, work environments, places of recreation, banks, and even
supermarkets. It is because of this widespread presence that consumers
are more technically literate than they were five years ago. Devices
such as cell phones, PDAs, voice recognition systems, and the
wireless Web enable us to carry our offices with us when we travel.
We are more mobile now than ever before. Consumers have become
accustomed to getting the information they need when they need
it and where they want it. This has created an expectation of
immediacy. When consumers don’t get what they want quickly,
they become impatient. E&IT designers need to respond to consumer
behavior by providing products and services that not only meet
but exceed the high expectations of a technically literate, mobile
consumer base. Increasing the accessibility of information services
and mobile technologies increases access to the information demanded
by consumers with high expectations.
Federal Government
The Federal Government serves as a catalyst for
more accessibly designed E&IT products through its buying
power, the development of legislation, and the support of AT accommodation
labs. Section 508 of the Rehabilitation Act amendments of 1998
mandates the purchase of accessibly designed E&IT. As a result,
all federal agencies appointed section 508 coordinators (Section
508, 2003). Those coordinators are responsible for organizing
and supporting the implementation of section 508 in their respective
departments and agencies, and they serve as the central point
of contact for information concerning accessibility issues and
solutions. In addition to section 508, other legislation provides
guidelines for designing more accessible E&IT. The Architectural
and Transportation Barriers Compliance Board (Access Board) developed
the ADA Accessibility Guidelines for Buildings and Facilities
(ADAAG), and the Telecommunications Act Accessibility Guidelines
(section 255) mandates the design of more accessible E&IT
products and services. There are also presidential initiatives
driving the design of more accessible E&IT. These initiatives
include the President’s New Freedom Initiative (White House,
2001), the No Child Left Behind Initiative (U.S. House of Representatives,
2002), and the disabilityinfo.gov Web site (DisabilityInfo.gov,
2003).
In addition to these acts and initiatives, many
federal agencies have created AT accommodation labs. These labs
serve as focal points for information regarding accommodations,
disabilities, and assistive technology. These resources include
the following:
Clearly, the Federal Government is an important
market force for driving accessibility requirements.
Marketing Philosophies
Marketing philosophies have changed radically over
the past 35 years. The marketing philosophy of the 1960s was mass
marketing (Mass Marketing Definition, 2003), in which the seller
views the market as a homogeneous whole and, therefore, has only
one marketing program (the same product, the same price, the same
promotion, and the same distribution system) for everyone in the
population. This type of marketing is also referred to as unsegmented
or undifferentiated marketing.
Marketing philosophies of the 1970s included product
line extension (Product Line Stretching Definition, 2003) and
market segmentation (Market Segmentation Definition, 2003). Product
line extension adds depth to an existing product line by introducing
new products in the same product category. Market segmentation
is the division of a totally heterogeneous market into groups
or sectors with relatively homogeneous needs and wants.
In the 1980s, the marketing philosophy shifted
to one of niche marketing (Niche Marketing Definition, 2003).
Niche marketing or concentrated marketing is a marketing segmentation
strategy in which the firm focuses all its efforts and resources
on serving one segment of the market.
In the 1990s, value-added marketing became popular.
Value-added marketing is a strategy in which a company buys products,
customizes them for a particular application, and then resells
them. There was also a shift toward marketing to individual customers
rather than to the larger mass. Don Peppers and Martha Rogers
invented the phrase “one-to-one” marketing (Peppers
and Rogers, 1997) to illustrate the revolutionary concept of treating
different customers differently. One-to-one marketing supports
the establishment of permanent relationships with your customers.
One-to-one subscribes to providing products and services to customers
according to their individual wants, needs, and preferences. “Share
of customer” replaces market share. The marketing focus
shifts from institutions to individual consumers.
Once a company acquires the knowledge and experience
required to manufacture more accessibly designed E&IT, it
can take an asset marketing approach (Asset-Based Marketing Definition,
2003) to providing its E&IT products globally. Asset marketing
uses the knowledge and skills a company has already developed
as the basis for growth. For example, a company that is skilled
in developing kiosks that are accessible to people who are blind
can market kiosks designed in a similar manner to countries that
have high populations of people who have never learned to read.
This global marketing (Global Marketing Definition, 2003) philosophy
enables companies to sell the same, or very similar, products
to world markets with essentially the same promotion. This marketing
approach is also commonly referred to as international marketing.
Competition
Competition in the E&IT industry is fierce.
The industry is constantly looking for ways to increase efficiency,
competitive advantage, sales, market shares, and profitability.
It is also looking to cut costs. Businesses are constantly developing
new and innovative products and services with the hope of achieving
these objectives, and adding functionality that enhances the accessibility
and usability of a product can be very beneficial. In extremely
competitive markets, several companies have correctly identified
UD as a potential market discriminator. When highly similar product
lines are all competing for the same customer, a product designed
with access in mind may have the needed advantage required to
outbid the competitors.
Technology Trends
A variety of rising mainstream technology trends
fuels the need for more accessibly designed E&IT. The functionalities
of multiple individual devices are now being integrated into a
single device, including pagers, cell phones, PDAs, palmtop computers,
smart phones, MP3 players, and so on. This trend is creating a
dependence on one device to accomplish multiple functions. Thus,
if not more accessibly designed, this multiple functionality precludes
the use of such devices by certain segments of the population,
for example, people 65+ years of age. Developing and manufacturing
an accessible interface for a device that provides multiple functions
is less expensive than developing and manufacturing an accessible
interface for multiple single-function devices.
Decreasing costs are making E&IT devices more
affordable to emerging markets, which have the greatest concentration
of individuals with low income and a greater concentration of
individuals who are unable to read and write. E&IT manufacturers
need to move into emerging markets in order to increase sales
and gain competitive price advantage through economies of scale.
Increasing processing power, disk storage, memory
capacity, and battery life are enabling developers to integrate
advanced access technologies (speech recognition, text-to-speech
synthesis, projected displays, etc.) into devices where it had
not previously been technically possible to do so. In addition,
the Internet and the World Wide Web are now being used as a primary
infrastructure for education, government services, news, and business.
Customers’ technical knowledge and expectations are constantly
increasing, along with the use of wireless Internet appliances
and wireless infrastructures. Legal mandates to manufacture more
accessibly designed E&IT in support of people with disabilities
are a driving force behind these technological trends.
Economic Expansion
The strength of our global economy is, to a great
extent, the result of the investment in and application of new
technologies by governments, businesses, and individuals. Technology
is the foundation upon which developing countries can build thriving,
financially independent, self-sufficient economies. The technologies
that build this foundation include computers, networks, ATMs,
wired and wireless information infrastructures, wireless handheld
Internet appliances, and cellular telephones, to name a few. Applications
include online banking, distance learning, e-government, and e-commerce
(World Information Technology, 2003).
Local
Environment
Another force that drives the market for accessibly
designed E&IT is local environments. The following is a discussion
of two environmental factors: variances in bandwidth and tourism.
Bandwidth
As of May 2004, more than half (51.39 percent)
of home Internet users in the United States relied on dial-up
modems of 56Kbps or less. Of all U.S. home Internet users, 42.53
percent used 56Kbps modems, 6.52 percent used 28/33.3Kbps modems,
and 2.34 percent used 14.4Kbps modems (Nielsen/NetRatings, 2004).
Computers using dial-up connections cannot handle
graphics as quickly and efficiently as computers connected via
broadband. It is for this reason that dial-up users surf the Internet
with graphics turned off. They do this to speed up downloads.
Low-bandwidth connections do not lend themselves to a lot of graphic
images, video-based information, or streaming audio. Multimedia
content can be problematic for users with slower connections.
Wireless devices communicating with the Internet at slow connect
speeds can also be a source of accessibility and usability problems.
There are solutions to these problems. Some companies
have the ability to control the settings on the browsers used
on their employees’ PCs. When available corporate Intranet
bandwidth is at a premium, these companies can simply issue a
central command to turn off graphics on all client PC browsers.
This can immediately free up as much as 80 percent of available
bandwidth. Designing Web sites for low-bandwidth access tends
to increase accessibility for users with disabilities. For example,
a graphics- or animation-intensive site often requires high bandwidth
and is inaccessible to those who are blind. In contrast, a text-based
site loads quickly and is accessible to screen readers. Dial-up
environments will continue to drive the development of more accessible
E&IT in the foreseeable future.
Tourism
During the first quarter of 2004, the United States
welcomed 8 million international visitors. This was an increase
of 12 percent compared to the first quarter of 2003.
Visiting tourists often make use of ATMs, self-service
kiosks, ticketing kiosks, and other tourism-related information
technologies. Many tourists use English only as a second language.
Content written in simplified English is more understandable to
users of ESL. Simplified English content has other significant
benefits. For example—
- It reduces the cost of language translation.
- It reduces ambiguity.
- It speeds reading.
- It reduces liability associated with misunderstandings.
The use of simplified content was originally included
in various accessibility design guidelines in support of people
with cognitive reading disabilities. Using simplified language
has now evolved into a market force driving the design of more
accessible E&IT.
Human
Condition
Aside from forces stemming from the market and
the environment, many of the forces driving the accessible design
of E&IT fall under aspects of the human condition. E&IT
products must be designed with people of different disabilities,
various age groups, various levels of literacy, various languages,
different learning styles, and different experience levels with
activities such as using the Internet in mind. These aspects of
the human condition bring with them the demand for accessible
E&IT products that cater not just to one category but to many
different types of users. Below is a summary of the forces that
drive the demand for E&IT that is accessible to a wide range
of users.
Disability
Census 2000 counted 54 million people in the United
States with some type of long-lasting condition or disability
(NCD, 2004). These individuals represented 19.3 percent—nearly
one in five people—of the 257.2 million people age five
and older in the civilian, noninstitutionalized population. Their
conditions included a wide range of disabilities, not all of which
precluded the use of E&IT. Within this population, Census
2000 found—
- 9.3 million (3.6 percent) with a sensory disability
involving sight or hearing
- 21.2 million (8.2 percent) with a condition
limiting basic physical activities, such as walking, climbing
stairs, reaching, lifting, or carrying
- 12.4 million (4.8 percent) with a physical,
mental, or emotional condition causing difficulty in learning,
remembering, or concentrating
- 6.8 million (2.6 percent) with a physical, mental,
or emotional condition causing difficulty in dressing, bathing,
or getting around inside the home
- 18.2 million of those age 16 and older with a
condition that made it difficult to go outside the home to shop
or visit a doctor (8.6 percent of the 212.0 million people this
age)
- 21.3 million of those ages 16 to 64 with a condition
that affected their ability to work at a job or business (11.9
percent of the 178.7 million people in this age group)
E&IT products and services that are accessible
to people with disabilities appeal to the wider population as
well. Accessible design can significantly enhance the sales of
a product. For example, all of the following products were first
developed in support of people with disabilities and are now used
by the wider population:
- Auto-dialers
- Flatbed scanners
- Microphones
- Speech recognition
- Speech synthesis
- Talking ATMs
- Talking caller ID
- Vibrating pagers
Age
There are 36 million consumers 65 years of age
and older living in the United States (Population, 2003). People
65+ years of age are often not able to see, hear, think, or move
about as easily as they did when they were younger. In order to
enable people 65+ years of age to access and use E&IT, these
differences must be accommodated. In addition, 52 percent of people
65+ years of age have some type of disability. Thirty-three percent
of persons 65+ years of age have a severe disability.
By 2030, there will be about 70 million older persons,
more than twice the number in 2000. People 65+ represented 12.4
percent of the population in the year 2000, but are expected to
grow to 20 percent of the population by 2030 (Administration on
Aging, 2002). Furthermore, individuals who are accustomed to operating
E&IT will demand accessible E&IT as their functional capabilities
diminish.
Language
Language is certainly a driving force in today’s
market for more accessible E&IT. According to Global Reach,
there are 262 million English-speaking people online. Non-English-speaking
populations online are 474 million. By the end of 2005, the ratio
of English-speaking to non-English-speaking users will decrease
significantly (Global Reach, 2003).
Sixty-four percent of people who visit the Internet
seek sites in languages other than English (Global Reach, 2003).
In a world where International Data Corporation (IDC) predicted
that Internet spending outside the United States will have exceeded
$914 billion in 2003, effective Web site globalization is the
next imperative of Internet enterprises (IDC, 2000). Despite the
vast international opportunities projected, few U.S. companies
appear poised to take advantage of them. More than half (55 percent)
of U.S. companies do nothing to customize their Web sites for
foreign visitors; less than one-quarter even allow a choice of
language, according to recent IDC Internet Executive ePanel research.
With such minor globalization efforts, it is not surprising that
72 percent of U.S. companies that are online currently draw only
10 percent or less of their e-commerce revenue from outside the
United States. To increase their e-commerce revenue, companies
must strive to design Web sites that are accessible to the non-English-speaking
population.
Learning Style
There are three major types of learning styles
(Live Text, 2000). They are visual, auditory, and kinesthetic.
Visual learners need to see a person’s body language and
facial expression to fully understand the content of what is being
said. They tend to prefer sitting at the front of a classroom,
play, or lecture hall to avoid visual obstructions (e.g., people’s
heads). They may think in pictures and learn best from visual
displays, including diagrams, illustrated textbooks, overhead
transparencies, videos, flipcharts, and handouts. During a lecture
or classroom discussion, visual learners often prefer to take
detailed notes to absorb the information. Auditory learners learn
best through verbal lectures, discussions, talking things through,
and listening to what others have to say. Auditory learners interpret
the underlying meanings of speech through listening to tone of
voice, pitch, speed, and other nuances. Written information may
have little meaning until it is heard. These learners often benefit
from reading text aloud and using a tape recorder. Tactile/kinesthetic
learners learn best through a hands-on approach, actively exploring
the physical world around them. They may find it hard to sit still
for long periods and may become distracted by their need for activity
and exploration. Enabling people to acquire information in the
manner most appropriate to their learning style(s) enhances the
effectiveness of E&IT and accommodates users with sensory
disabilities.
Experience Level
Many people who are learning to use an application
on the Web for the first time want all the help they can get.
There will come a time, however, when the extra help is no longer
needed or desired. One of the benefits of accessible design practices
is having the ability to customize user interfaces based on the
wants, needs, and preferences of individual users.
Legal
Framework
The following is a summary of key laws, statutes,
and standards that have improved accessibility for individuals
with disabilities in this country. Each law is summarized, followed
by a discussion of who is primarily affected by the law and the
law’s approach toward addressing accessibility issues. These
laws and standards are a driving force in the market for accessibly
designed products, as they set the standards and guidelines for
what must be done by the government and industry to accommodate
the needs of individuals with disabilities.
Section 508 of the Rehabilitation Act
Section 508 of the Rehabilitation Act of 1973 requires
that when federal agencies develop, procure, maintain, or use
E&IT, they must ensure that individuals with disabilities
have access to and use of information that is comparable to the
access and use by federal employees who do not have disabilities,
unless an undue burden (significant expenses or difficulties)
is imposed on the agency. The law also requires that individuals
with disabilities in the general public seeking information or
services from a federal agency have access to information and
services comparable to that provided to individuals without disabilities,
unless undue burden is imposed on the agency. When compliance
does impose an undue burden, agencies must still provide disabled
individuals with the information and data by allowing them to
use it by an alternative means of access (e.g., captioning, audio
description).
Section 508 covers E&IT such as computer hardware,
software, networks, ancillary equipment, firmware, technology
services, telecommunications products, information kiosks and
transaction machines, World Wide Web sites, multimedia, and office
equipment such as copiers and fax machines. Section 508 does not
cover equipment that contains embedded information technology
that is used as an integral part of the product but the principal
function of which is not the acquisition, storage, manipulation,
management, movement, control, display, switching, interchange,
transmission, or reception of data or information (e.g., HVAC
equipment and medical equipment). As a guideline, E&IT systems
can be considered to be accessible to individuals with disabilities
if they can be used in a variety of ways that do not depend on
a single sense or ability.
Section 508 has the potential to greatly improve
accessibility to E&IT for individuals with disabilities. The
Federal Government will likely become a better employer to the
many people with disabilities who work for it, as well as a model
employer for industry. In addition, members of the public with
disabilities will have greater accessibility to government information
and services related to technology.
Those affected directly by section 508 include
federal departments and agencies and vendors that serve the Federal
Government. The initial impact is at the procurement stage. Section
508 must be integrated into the procurement process by determining
which technical provisions from section 508 apply in a given situation,
performing market research to determine the availability of products
and services that meet the applicable technical provisions, deciding
which technical provisions, if any, do not apply due to an exception,
and submitting technical specifications and minimum requirements
to a contracting officer.
Private companies and software developers are also
affected by section 508. Although section 508 does not require
private companies to alter their products, full implementation
of the law may provide an incentive for companies that want to
do business with the government to build better accessibility
features into their products. Currently, however, there is a perception
by some in industry that section 508 conformance is being “rubber
stamped” by procurement officials and that the content of
documents describing section 508 conformance, such as voluntary
product accessibility templates (VPATs), is not important as long
as it is merely offered. If section 508 is fully addressed by
procurement officials, accessibility will become a key discriminator
for federal sales. Increased competition will raise the bar for
hardware and software vendors that want to create new and innovative
solutions to addressing accessibility issues. Software developers
are affected by section 508 in that they are now trying to integrate
the applicable section 508 provisions into their entire software
development life cycle. Developers are faced with the challenge
of either making their software compatible with assistive technology
or making software products accessible without the aid of other
AT.
In contrast to other federal laws that take a “push”
approach toward improving the accessibility of E&IT by mandating
that new, better technologies are manufactured and adopted, section
508 does not explicitly require manufacturers to make their products
more accessible. Rather, section 508 uses a “pull”
approach, in which the federal agencies are responsible for seeking
better products to address accessibility problems by procuring
products that comply with the provisions when such products are
available in the commercial marketplace or when such products
are developed in response to government solicitation.
Section 255 of the Telecommunications Act
Section 255 of the Telecommunications Act of 1996
requires that telecommunications products and services be accessible
to people with disabilities, to the extent that such access is
readily achievable. If manufacturers cannot make their products
more accessible, they must design products to be compatible with
adaptive equipment used by people with disabilities when it is
readily achievable to do so.
Telecommunications products covered under this
Act include wired and wireless telecommunication devices such
as telephones, pagers, and fax machines; products that have a
telecommunication service capability such as computers with modems;
and equipment that carriers use to provide telecommunications
services, which includes the software integral to that equipment.
Also covered are basic and special telecommunication services,
including regular telephone calls, call waiting, speed dialing,
call forwarding, computer-provided directory assistance, call
monitoring, caller identification, call tracing, repeat dialing,
interactive voice response systems, and voice mail.
The implementation of section 255 of the Telecommunications
Act stands to improve access and the number and range of accessible
products in the telecommunications industry. Companies that manufacture
telecommunications products or provide telecommunications services
are expected to shift toward a more universal, inclusive design
process in the development of new products and services. Those
affected by section 255 include manufacturers of telecommunications
equipment and customer premises equipment as well as the providers
of telecommunications services. Companies must research ways to
make their products more accessible and provide training for their
staffs on accessibility. Manufacturers must modify their design
processes to ensure that accessibility and usability are considered
in the earliest design phases of a product. The law has been beneficial
to manufacturers and service providers because they have found
that by making products easier to use for people with disabilities,
the products often are easier for everyone to use.
Section 255 takes more of a push approach toward
improving accessibility by establishing a set of guidelines that
manufacturers in this industry must follow in designing new products
and services. Companies are advised to use these guidelines and
implement training procedures as specified by the law. Section
255 is related to section 508 of the Rehabilitation Act in that
the U.S. Access Board has incorporated the language of the guidelines
specified in section 255 into the 508 standard. This consistent
language has enabled companies to develop products that meet both
the design requirements of the manufacturers and the procurement
requirements of the federal agencies.
Hearing Aid Compatibility Act
The Hearing Aid Compatibility (HAC) Act of 1988
requires that the Federal Communications Commission ensure that
all telephones manufactured or imported for use in the United
States after August 1989, as well as all “essential”
telephones, are hearing aid compatible. “Essential”
telephones have been defined as coin-operated telephones, telephones
provided for emergency use, and other telephones frequently needed
for use by persons with hearing aids. This includes telephones
in the workplace, in confined settings such as hospitals or nursing
homes, and in hotel and motel rooms.
Telephone manufacturers are directly affected;
they must design phones with volume control and other features
for users with hearing aids. Owners of hospitals, hotels, and
other places with “essential” telephones must ensure
that the telephones they purchase for their buildings are hearing
aid compatible. Employers must ensure that all telephones in both
common and noncommon areas in their workplaces are hearing aid
compatible and that any new telephones they purchase are hearing
aid compatible.
Unlike section 255 of the Telecommunications Act,
in which companies must ensure that their products are accessible
to hearing aid users only if it is readily achievable for them
to do so, under the HAC Act this requirement is absolute. Like
section 255 of the Telecommunications Act, section 255 takes a
push approach, mandating that corporations and business owners
purchase telephones that are hearing aid compatible and that the
Federal Communications Commission (FCC) ensure that all essential
telephones and telephones manufactured or imported for use in
the United States are hearing aid compatible.
Americans with Disabilities Act
The Americans with Disabilities Act (ADA) of 1990
recognizes and protects the civil rights of people with disabilities.
It provides protection from discrimination against individuals
on the basis of disability. Covered under the ADA are a wide range
of disabilities, and a person with a disability is defined as
anyone with a physical or mental impairment that substantially
limits one or more major life activities. These include physical
conditions that affect mobility, stamina, sight, hearing, and
speech, as well as emotional illnesses and learning disorders.
The ADA addresses access of individuals with disabilities to the
workplace (Title I), state and local government services (Title
II), and places of public accommodation and commercial facilities
(Title III). In addition, phone companies are required, under
the ADA, to provide telecommunications services for people who
have hearing or speech impairments (Title IV).
Title I, which deals with employment of individuals
with disabilities, requires that employers do not discriminate
against qualified individuals with disabilities and that they
reasonably accommodate the disabilities of qualified applicants
and employees by modifying work stations and equipment, unless
undue burden should result. Title II, which deals with public
services, requires that state and local governments do not discriminate
based on disability and that they ensure that their buildings
are accessible, that new and altered streets and pedestrian walkways
contain curb cuts at intersections, and that each service or program
is operated so that it is readily accessible to and usable by
individuals with disabilities. In addition, this title requires
that transit facilities, buses and rail vehicles, key stations
in rail systems, Amtrak stations, and vehicles for demand response
systems be made accessible, unless certain exceptions apply. Title
III, which deals with public accommodations, requires that restaurants,
hotels, theaters, shopping malls, retail stores, museums, libraries,
parks, private schools, and day care centers, among other places
of public accommodation, do not discriminate based on disability.
Any alterations to existing places of public accommodation are
required to be done in an accessible manner. Moreover, new busses
for specified public transportation must be accessible, and elevators
must meet certain conditions. Title IV, which covers telecommunications,
states that telephone companies must provide telecommunications
relay services for hearing-impaired and speech-impaired individuals
24 hours per day.
The ADA has had a significant impact on American
society, allowing individuals with disabilities to pursue opportunities
that were not available to them in the past. One of the largest
groups affected by the ADA is employers, who must both reasonably
accommodate the needs of employees with disabilities and refrain
from discriminating against them. If an employer fails to comply
with the ADA, the employee can sue, forcing the company to comply
or pay damages. In addition, state and local government bodies,
educational institutions, and virtually any place of public accommodation
or employment are directly affected by the ADA and must comply
with the regulations.
The Annenberg Washington Program, a nonprofit institute
in communication studies, met in 1994 and expanded upon a previously
published white paper in which it stated its initial findings
that the average cost of most ADA accommodations was approximately
$36, a much lower amount than many anticipated. The program found
that the impact of the ADA on American businesses did not create
onerous legal burdens, as many believed would be the case, but
rather has provided a framework for employers and employees for
dispute avoidance and resolution. Overall, the ADA has had a positive
impact on society.
The ADA has also taken a push approach toward addressing
issues of accessibility. The push is for the businesses and organizations
themselves to devise solutions based on the requirements set forth
in the ADA.
Electronic Industries Alliance (EIA) Standards:
EIA- 608 and EIA-708
The EIA-608 standard specifies the use of closed-captions
in analog TV signals. EIA-608 addressed the lack of standards
for Line 21 closed-captioning, to ensure that new decoders would
all work the same way and that captioners could create captions
that would appear in a consistent and predictable manner on every
TV set. The Television Data Systems Committee of the EIA enhanced
the Line 21 system by adding new characters and assigning codes
that would allow the center of the screen to be used for captioning.
They also allowed roll-up captions, for the first time enabling
real-time captions to be placed somewhere other than the bottom
of the screen. This work became known as the EIA-608 standard,
and all captioning software and all TV receivers built after July
1993 were required to comply with it.
When digital television (DTV) was developed, a
new need arose for the ability to change the size of the caption
display—making the captions larger and more readable or
smaller and less obtrusive. The conversion of closed-captions
for service with digital was necessary. This need could not be
accommodated in the EIA-608 standard, and thus the EIA-708 standard
was introduced. The current version, EIA-708B, covers two areas.
It defines how captioned data are to be encoded and transmitted
(known as the transmission protocol or transmission layer). It
also defines where in a DTV signal the caption data are to be
placed, the bandwidth allocated, and the format of the data. The
second area is the display protocol, which determines how captions
are displayed on the screen of a DTV. The 708 captioning format
was designed to allow for the use of the entire unicode set, which
includes every character in the alphabet in any language plus
the complete range of symbols. Almost any program can thus be
captioned.
Many groups are affected by the introduction of
the EIA-708 standard. Manufacturers are affected because the Decoder
Circuitry Act of 1990 states that “[d]igital television
receivers and tuners must be capable of decoding closed-captioning
information that is delivered pursuant to the industry standard
EIA-708-B.” This Act requires the FCC to update its rules
for decoders as new technologies such as DTV are developed. Television
broadcasters are also largely affected by the new 708 captioning
format, because the pressure is building to produce new programming
with digital closed-captions based on this standard. Broadcasters
and producers must begin devising plans to make this move and
invest in the equipment they will need to do so. Also significantly
affected are the viewers with auditory impairments who will benefit
from much greater flexibility and a higher quality of captioning
with the EIA-708 standard.
A push approach toward the development of a new
standard has been taken in the movement from EIA-608 to EIA-708
captioning. After developing the new standard, the EIA put the
responsibility on the broadcasters and producers to comply with
these standards in their captioning. This push to move from EIA-608
(analog) to EIA-708 (digital) has brought many improvements to
closed-captioning. Television viewers can now control the size
of the caption text. In addition, EIA-708 offers more letters
and symbols, supports multiple fonts and text and background colors,
and allows the viewer to replace the traditional black-box background
with a colored box or do away with it entirely. Also, EIA-708
increases the data rate by 16 times over that provided by EIA-608,
allowing DTV captions to contain much more information. However,
most DTV content currently still relies on the EIA-608 standard
captions that have been converted to the EIA-708 format, because
the consumer base of DTV receivers is not yet high enough to justify
the added expense of native EIA-708 encoding.
Individuals with Disabilities Education Act
The Individuals with Disabilities Education Act
(IDEA) was first enacted in 1975. The Act was passed to ensure
that students with disabilities receive free, appropriate public
education and the related services and support they need to achieve
in the least restricted environment appropriate to their individual
needs. IDEA was created to help states and school districts meet
requirements for educating children with disabilities and to pay
part of the expenses of doing so. IDEA consists of three parts:
Part B provides grants to states for services for preschool and
school-age children, Part C funds early intervention services
for infants and toddlers, and Part D supports national activities
to improve the education of children with disabilities, including
research and professional development programs.
IDEA covers children with disabilities until they
graduate from high school or until they are 22 years of age if
graduation is delayed. Students who may have a covered disability
must be evaluated. If it is determined that the student does have
a disability covered by IDEA, the school is required to annually
develop an individualized education program (IEP) for the student
and place him or her in a regular classroom setting when possible.
Amendments to the Act adopted in 1997 have shifted the focus of
IDEA from merely providing children with disabilities access to
an education to improving results for all children in the education
system.
The primary group affected by and benefiting from
IDEA are children with disabilities. As a result of IDEA, students
with disabilities now learn among their peers. U.S. Senator Jim
Jeffords reports that since the initiation of IDEA, dropout rates
for students with disabilities have significantly declined and
graduation rates have gone up. The percentage of college freshman
with disabilities has tripled as a result of the improved education
children with disabilities have available to prepare them for
college. Teachers and parents of children with disabilities are
also significantly affected by IDEA. These two groups play a large
role in the development of a child’s IEP. Teachers have
had to adjust to having children with disabilities in the same
classroom as children without disabilities, learning together.
Others involved in the public education system are certainly affected
as well.
The enactment of IDEA has followed a push approach
in requiring that public schools make free education that adheres
to the provisions set forth in the Act available to students with
disabilities. The legislation places the responsibility upon the
schools and provides them with the requirements they must meet,
while providing some financial assistance.
Instructional Material Accessibility Act
The purpose of the Instructional Material Accessibility
Act of 2003 (IMAA) is to improve access to printed instructional
materials used by students in elementary and secondary schools
who are blind or have other visual disabilities. The Act creates
an efficient system for the acquisition and distribution of instructional
materials in the form of electronic files suitable for conversion
into a variety of specialized formats. IMAA requires one national
file format and a single national repository for files, which
simplifies the process of obtaining materials for students with
disabilities. Having a national file format will make the conversion
process for producing specialized formats more efficient by reducing
the amount of human intervention necessary. Having one national
file format will make it easier for states, publishers, Braille
software developers, and Braille transcribers to work with files.
Braille transcribers will have more time to use their expertise
in formatting and proofing files, leading to high-quality Braille.
Students will directly benefit because the national file format
will eliminate needless steps in scanning and reformatting files.
Teachers will benefit, as well, by having materials available
in specialized formats for their students who have disabilities
at the same time they are available to their other students.
State and local education agencies that receive
federal funding under IDEA are responsible for developing a statewide
plan within two years of the enactment of IMAA to ensure that
printed materials required for classroom instruction in elementary
and secondary schools are available in specialized formats to
individuals with disabilities at the same time they are made available
to students without disabilities.
This Act is a push approach toward improving access
to printed instructional materials for visually impaired students.
IMAA requires all the states to adopt the national file format.
Video Description Restoration Act
The Video Description Restoration Act (VDRA), which
is pending in Congress, would restore the FCC’s video description
rules that were overturned in federal court on November 8, 2002.
The Act would guarantee TV access for individuals who are blind
or visually impaired through video description. The FCC would
be expressly granted authority to restore its minimum requirements,
with increased access over time. Those minimum requirements mandated
that the major networks and cable channels in the top 25 television
markets present at least four hours of described programming per
week and that video-described programs be made available in smaller
markets where TV stations have the equipment to do so. VDRA has
been rigorously supported by the American Council for the Blind
and other blind and deaf organizations, because they feel that
video description will achieve for people who are blind what closed-captioning
does for individuals who are deaf.
The community of people who are blind or visually
impaired would benefit from VDRA by once again having video description
available to them, affording them the same access to information
on television as sighted viewers. Also affected would be the television
program providers and owners who would be required to offer video
description for a portion of their programming. VDRA permits an
exemption if the provision of video description would be unduly
burdensome to the provider or owner, or if video description is
not necessary to achieve video programming accessibility by persons
who are blind or otherwise visually impaired.
VDRA would restore the FCC’s rule for the
minimum requirements major networks and cable channels must meet
in terms of the amount of video description they provide. This
push approach taken by the FCC would ensure that at least a portion
of programs would be made available for the visually impaired
through video description. The number of hours of video description
mandated by the FCC may grow larger, leading to increased access
to television programming for the visually impaired over time.
Standards and
Guidelines
In addition to the laws mentioned in the previous
section, standards and guidelines exist that drive more accessibly
designed E&IT. These are discussed below.
ADA Accessibility Guidelines
The Access Board’s guidelines, issued under
the Americans with Disabilities Act, are to be completely updated
and revised. The ADA Accessibility Guidelines (ADAAG) cover the
construction and alteration of facilities in the private sector
(places of public accommodation and commercial facilities) and
the public sector (state and local government facilities). The
accessibility guidelines issued under the Architectural Barriers
Act (ABA) primarily address facilities in the federal sector and
other facilities designed, built, altered, or leased with federal
funds. The guidelines under both laws are being updated together
in one rule that contains three parts: a scoping document for
ADA facilities, a scoping document for ABA facilities, and a common
set of technical criteria that the scoping documents will reference.
As a result, the requirements for both ADA and ABA facilities
will be more consistent. The guidelines also include new scoping
and technical provisions for accessible housing that derive from
requirements for “Type A” dwelling units contained
in the 1998 edition of the ICC/ANSI A117.1 standard, “Accessible
and Usable Buildings and Facilities.” Of specific interest
is 4.34.5 Equipment for Persons with Vision Impairments. Instructions
and all information for use must be made accessible to and independently
usable by persons with vision impairments.
Telecommunications Act Accessibility Guidelines
On February 3, 1998, the Access Board issued its
final guidelines for the accessibility, usability, and compatibility
of telecommunications equipment and customer premises equipment
covered by section 255 of the Telecommunications Act of 1996 (Telecommunications
Act Accessibility Guidelines, 1998). The Act requires manufacturers
of telecommunications equipment and customer premises equipment
to ensure that the equipment is designed, developed, and fabricated
to be accessible to and usable by individuals with disabilities,
if readily achievable. When it is not readily achievable to make
the equipment accessible, the Act requires manufacturers to ensure
that the equipment is compatible with existing peripheral devices
or specialized customer premises equipment commonly used by individuals
with disabilities to achieve access, if readily achievable.
Web Content Accessibility Guidelines 1.0
These guidelines explain how to make Web content
accessible to people with disabilities (Web Content Accessibility
Guidelines 1.0, 1999). The guidelines are intended for all Web
content developers (page authors and site designers) and for developers
of authoring tools. The primary goal of these guidelines is to
promote accessibility. However, the adoption of these guidelines
will also make Web content more available to all users, no matter
what user agent they are using (e.g., desktop browser, voice browser,
mobile phone, automobile-based personal computer) or constraints
they may be operating under (e.g., noisy surroundings, under-
or over-illuminated rooms, in a hands-free environment). The adoption
of these guidelines will also help people find information on
the Web more quickly. These guidelines do not discourage content
developers from using images, video, and so on, but rather explain
how to make multimedia content more accessible to a wide audience.
Authoring Tool Accessibility Guidelines 1.0
This specification provides guidelines for Web
authoring tool developers (Authoring Tool Accessibility Guidelines
1.0, 2000). Its purpose is twofold: to assist developers in designing
authoring tools that produce accessible Web content and to assist
developers in creating an accessible authoring interface. Authoring
tools can enable, encourage, and assist users (“authors”)
in the creation of accessible Web content through prompts, alerts,
checking and repair functions, help files, and automated tools.
It is just as important that all people be able to create content
as it is for all people to have access to it. The tools used to
create this information must therefore be accessible. Adoption
of these guidelines will contribute to the proliferation of Web
content that can be read by a broader range of readers and authoring
tools that can be used by a broader range of authors.
User Agent Accessibility Guidelines 1.0
This document provides guidelines for designing
user agents that lower barriers to Web accessibility for people
with visual, hearing, physical, cognitive, and neurological disabilities
(User Agent Accessibility Guidelines 1.0, 2002). User agents include
HTML browsers and other types of software that retrieve and render
Web content. A user agent that conforms to these guidelines will
promote accessibility through its own user interface and through
other internal facilities, including its ability to communicate
with other technologies (especially assistive technologies). Furthermore,
all users, not just users with disabilities, should find conforming
user agents to be more usable. In addition to helping developers
of HTML browsers and media players, this document will also benefit
developers of assistive technologies because it explains what
types of information and control an AT may expect from a conforming
user agent. Technologies not addressed directly by this document
(e.g., technologies for Braille rendering) will be essential to
ensuring Web access for some users with disabilities.
XML Accessibility Guidelines
This document by the World Wide Web Consortium
(W3C) provides guidelines for designing Extensible Markup Language
(XML) applications that lower barriers to Web accessibility for
people with visual, hearing, physical, cognitive, and neurological
disabilities (XML Accessibility Guidelines, 2002). XML, used to
design applications such as XHTML, SMIL, and SVG, provides no
intrinsic guarantee of the accessibility of those applications.
This document explains how to include features in XML applications
that promote accessibility.
Customer
Analysis
The purpose of this section is to highlight the
consumer markets targeted by the industries being studied. A more
detailed customer analysis can be found in the appendix to the
online version of this report.
People with
Disabilities
Estimates vary greatly on the number of persons
with disabilities living within the United States and worldwide.
The latest Census Bureau disability statistics report, Characteristics
of the Civilian Noninstitutionalized Population by Age, Disability
Status, and Type of Disability: 2000, estimates that there are
49.7 million people with disabilities living in the United States
(Age Structure, 2003). Applying the disability percentages presented
in this report to the age structures categorized by the World
Factbook (including populations less than five years of age),
results in a figure of 54 million, which is often cited as the
actual number of people with disabilities living in the United
States. This is the figure reported by the NCD (2004). Comparing
the U.S. disability statistics with those of other countries indicates
that China, India, Russia, Mexico, and Turkey have greater instances
of disabilities for any age category because they have poorer
health care than the United States. The market for universally
designed products and services seems clear when global disability
statistics (498 million people) are analyzed for these countries,
which currently have the top five emerging markets. A detailed
look at these emerging markets can be found in the appendix to
this report online.
The specific customer populations of interest for
the purpose of this study are people with the following disabilities
or conditions:
- Low vision
- Blind
- Hard of hearing
- Deaf
- Upper-mobility impaired
- Lower-mobility impaired
- Cognitive
Each of the above conditions is defined in terms
of a loss of functional capability that may be temporary or permanent
or may develop as a natural part of the aging process. The functional
limitations may be caused by genetics, disease, traumatic injury,
aging, environmental or situational factors, or some combination
of multiple factors. In other words, the analysis is not restricted
to functional limitations resulting from what is traditionally
termed a disability. This approach, espoused by the functional
model of disabilities (Kaplan, n.d.), allows us to consider a
wide segment of the population who could truly benefit from universal
design.
It is important to understand the functional capabilities
and limitations, as well as alternative strategies of access,
of the target population in order to properly assess the impact
of various accessibility features on mainstream products. Each
of the target populations has different functional capabilities
and limitations and thus experiences different issues with the
product lines under study.
Visual Impairments
In general, people with impaired vision may have
difficulty perceiving visual detail, focusing on objects either
close up or at a distance, separating objects that do not have
sufficient contrast, perceiving objects in both central and peripheral
vision, perceiving color and contrast brightness, adapting to
different light levels, tracking moving objects, and judging distances
(Story, Mueller, and Mace, 1998).
Hearing Impairments
In general, people who are deaf and hard of hearing
may have difficulty localizing the source or direction of sound,
filtering out background sound, perceiving both high- and low-pitched
sounds, and carrying on a conversation (Story, Mueller, and Mace,
1998).
Mobility Impairments
In general, people with impaired mobility may have
difficulty with tasks requiring range of motion, coordination,
strength, and balance. More specifically, difficulties may be
apparent in the following areas: reaching, pushing, pulling, lifting,
lowering, carrying, grasping, squeezing, rotating, twisting, and
pinching (Story, Mueller, and Mace, 1998).
Cognitive Disabilities
In general, people with cognitive disabilities
may have difficulty “…receiving, comprehending, interpreting,
remembering, or acting on information” (Story, Mueller,
and Mace 1998). More specifically, difficulties may be apparent
in the following areas: beginning a task without a prompt or reminder,
responding within an appropriate time frame, concentrating, comprehending
visual or auditory information, understanding or expressing language,
following procedures or doing things in order, organizing information,
remembering things, making decisions and solving problems, and
learning new things and doing things a new or different way (Story,
Mueller, and Macel, 1998).
Other
Customer Markets
In addition to people with disabilities, other
customer markets targeted in this study include the following.
A discussion of each of these customer populations can be found
in the appendix to the online version of this report.
- Individuals 65+ years of
age
- Consumers living in low-bandwidth
information infrastructures
- People who have never learned
to read
- Users of ESL
- Tourists
- Consumers living in high-density
populations
- Consumers in situations that
reduce sensory or visual capabilities
Analysis of Market
Trends
The market for E&IT products is constantly
changing and evolving as new product trends arise. New trends
in cellular phones, ATMs, PDAs, televisions, speech recognition
technology, and distance learning are changing the way we learn,
do business, store data, bank, communicate with others, and entertain
ourselves. There are many market forces that reflect the desires
of the E&IT industry (such as gaining a competitive advantage
and complying with U.S. laws) and of the consumer (such as wanting
easy-to-use products that are efficient and increase the user’s
safety). These forces create the demand for more accessibly designed
products. New products are consistently emerging with the aim
of serving a wider population of users, including users with various
disabilities, and increasing the overall ease of use for everyone.
Current trends in the industries for the six product lines presented
in this report are discussed below, along with the market forces
that create the demand for those products. Information in this
section of the report comes from many different sources, all of
which are cited in the text.
Cell Phones
Scarborough Research, the nation’s leader
in local, regional, and national consumer information, estimates
that “almost two-thirds (62 percent) of American adults
own a cell phone” (McFarland, 2002). Most cell phones are
used to make telephone calls, surf the Web, and receive messages.
Cell phones are invaluable in an emergency. They have helped save
people’s lives, whether assisting in locating people involved
in an airplane crash or enabling people to call for help when
faced with a medical emergency. Many people use them for long-distance
calling instead of signing up for a long-distance plan through
their home telephone service provider. Cell phones give people
the ability to surf the Web without a computer, take a photo and
immediately send it to someone else, and receive messages, stock
quotes, news, and other information anywhere, anytime.
Market Forces Creating Demand for More Accessibly
Designed Cell Phones
1. The desire on the part of the E&IT industry
to achieve competitive advantage and increase profits. Desire
on the part of consumers to purchase the most convenient and easy-to-use
cell phone. Examples of these market forces include the following
innovations:
— Easier
data entry: The desire to enter text
into a cell phone easily was a major market driver in making
cell phones more accessible. Until recently, entering a single
character (i.e., A–Z) into a cell phone required up to
six key presses. For example, you would have to press the #2
key six times and then the #key to select and enter a capital
C. Here is, in order, what each key press would do: First press
= a, second press = A, third press = b, fourth press = B, fifth
press = c, sixth press = C, and # enters the character. Consumer
demand led to the development of new cell phone keypads. For
example, the Fastap™ keypad is an extremely simple, intuitive,
and powerful computer interface that fits in a small mobile
phone. Modern phones offer a lot more than just voice communication.
Mobile phones are data devices with the ability to write messages,
collect and store information, and buy things. They are essentially
networked computer terminals. Alphanumeric keypads make a cell
phone easier to use for people with low vision (Fastap, n.d.).
— Voice
dialing: Voice dialing is a common
feature on most digital cell phones. The technology has gone
even further. iVoice, Inc., recently released a new hands-free
feature to its Speech Enabled Auto Attendant that allows outbound
callers to speak the number they wish to dial (iVoice, Inc.,
2003).
— Talking
caller ID: Most people would like
to know who is calling them before answering their cell phone,
especially if they are occupied in an eyes-busy, hands-busy,
environment. Lucent Technologies offers talking caller ID in
support of helping wireless network operators rapidly deploy
new features and generate new revenues (Cambridge Telecom Report,
2000).
— Automatic
ring mode adjustment: A cell phone
that is aware of where it is and adjusts its ring mode accordingly
is being patented by IBM’s research lab in Winchester,
MA. The new system uses global positioning system (GPS) technology
to switch the phone’s ringing modes. In “region
definition” mode, the phone stores its current GPS coordinates
while the owner tells it whether to ring loudly, quietly, vibrate,
or divert to an answering service. This can be done separately
in several locations—home, work, church, and your favorite
bar, for example—so the phone knows exactly how to behave
at that location. (Note: The cell phone industry is already
building GPS receivers into handsets so that emergency services
can locate callers.)
— Large
fonts: Samsung’s SCH-T300 can
display numbers in a large font. (Samsung, n.d.).
— Bluetooth
communications: Bluetooth comes built
into products consumers use every day—like cell phones,
headsets, PDAs, laptops, and, yes, even cars—and it allows
devices that have Bluetooth built in to “talk” to
each other without a wire connection. If a cell phone and headset
both have Bluetooth built in, the user could put the headset
on and leave the phone in his or her pocket. Bluetooth can also
connect a car to the driver’s Bluetooth-enabled cell phone.
The phone in this scenario connects to the car’s audio
system, and dash-installed controls take over the function of
the phone. Calls are made and retrieved using voice recognition,
and the user never has to touch the actual phone (Auto Channel,
2003).
2. The desire on the part of the E&IT industry
to comply with federal laws. The desire on the part of consumers
to be safe, get help in case of an emergency, and maintain contact
with young children, aging parents with Alzheimer’s, or
others at risk. Examples of these market forces include the following
advancements:
— Global
positioning system feature: Facing
a federal requirement to provide location data to 911 dispatch
centers by 2005, cell phone carriers have developed a GPS system
to track wireless calls. A special chip in the phone times the
signals from three satellites to calculate its position, which
is relayed to the nearest 911 center (LaGeese, 2003). GPS-equipped
cell phones can also be used to maintain contact with young
children, aging parents with Alzheimer’s, or others at
risk, or to find out if your children are where they say they
are when you call them.
— Cellular
phone with built-in optical projector for display of data:
A patent for a cellular phone that is compact in size and weight
includes a mechanism for displaying received wireless data in
its original page format, as sent from the original source.
This allows for viewing each original page as a whole page,
rather than as a series of partial pages. The phone also allows
the display of received wireless visual data with characters
in their true original size, thus allowing for ease of reading
and use.
Market Forces Reducing the Accessibility of Cell
Phones
1. The desire on the part of the E&IT industry
to achieve competitive advantage through innovation. Desire on
the part of consumers to purchase distinctive cell phones suited
to a personal sense of style. Examples include the following:
— Miniaturization.
Many cellular phones are being designed to be more portable
and less obtrusive. As a result, keypads have shrunk, making
it difficult for users who are blind to tactilely identify keys.
In addition, users without fine motor control skills have difficulty
activating the smaller keys.
— Nonstandard
keypads. Some stylized phones have
keypads arranged in a circular pattern or other nonstandard
layout. Users who are blind find it difficult to identify the
keypad keys because they are not arranged in the familiar layout.
2. The desire on the part of the E&IT industry
to achieve competitive advantage and increase profits. Desire
on the part of consumers to purchase the most advanced, feature-rich
cell phone. The following is an example:
— Smart
phones. There is a trend to integrate
PDA functionality with cellular phones. The complexity of the
user interface and the dexterity required to operate the smart
phone may place the phone beyond the capabilities of some users.
ATM Machines
The classic definition of an automated teller machine
(ATM) is an unattended machine, external to a bank, that dispenses
money when a personal coded card is used. There are more than
200 million users of ATMs in the United States. Billions of transactions
are processed in the United States yearly. According to Grant
Thornton LLP, there are 350,000 ATMs in the United States; 250,000
are in nonbank locations, and 150,000 of these ATMs are owned
by nonfinancial companies (Grant Thornton, 2003).
ATMs have revolutionized the way most people do
their banking. Customers can take care of financial transactions
at any time of the day or night without having to go to a bank
building per se, since ATMs are readily available at supermarkets,
convenience stores, shopping malls, hotels, and many other public
places. ATMs are used for cash withdrawals, transferring money
between accounts, looking up account balances, depositing cash
and checks, purchasing money orders, obtaining credit-card advances,
and purchasing stamps. Talking ATMs have enabled people who are
blind to experience the convenience of anytime banking. In the
future, ATMs will be able to send person-to-person “cash”
payments, cash checks, deposit cash immediately into your account,
and be accessed by a cell phone or PDA.
Market Forces Creating Demand for More Accessibly
Designed ATMs
1. The desire on the part of the E&IT industry
to comply with U.S. and international laws. Examples of legal
requirements that have prompted accessibility include the following:
— United
States: ADA Accessibility Guidelines
for Buildings and Facilities (ADAAG) as amended through September
2002: Section 4.34 Automated Teller Machines [4.34.5] Equipment
for Persons with Vision Impairments states, “Instructions
and all information for use shall be made accessible to and
independently usable by persons with vision impairments (Access
Board, n.d.).
— United
States: Section 707 of ICC/ANSI A117.1
Standard on Accessible and Usable Buildings and Facilities is
entitled “Automatic Teller Machines (ATMs) and Fare Machines.”
Although the 2003 version of this document has not yet been
finalized or published, the following is an example of preliminary
wording (in part): “Speech Output Machines shall be speech
enabled. Operating instructions and orientation, visible transaction
prompts, user input verification, error messages, and all displayed
information for full use shall be accessible to and independently
usable by individuals with vision impairments. Speech shall
be delivered through a mechanism that is readily available to
all users including, but not limited to, an industry standard
connector or a telephone handset. Speech shall be recorded or
digitized human, or synthesized” (International Code Council,
n.d.).
— Australia:
The Australian Bankers’ Association (ABA), the Human Rights
and Equal Opportunity Commission (HREOC), and the Accessible
E-Commerce Forum worked with representatives from member banks,
other financial institutions, community groups, suppliers and
retailers, and the National Office for the Information Economy’s
(NOIE) Access Branch to develop a set of voluntary industry
standards to improve the accessibility of electronic banking
(Australian Bankers’ Association, n.d.).
— United
Kingdom: Access to ATMs: UK Design
Guidelines provides research-based information to ensure that
ATMs meet the needs of all users. The guidelines are based on
ergonomic research and testing, offering design principles and
guidance for those who design, manufacture, install, and maintain
ATMs. The 2002 edition reflects and builds on the experience
gained from advances in the design of ATMs and the practical
application of the 1999 edition (Feeney, 2003).
2. The desire on the part of the United Nations
and the World Bank to reduce poverty in developing countries by
helping those countries grow and prosper. The desire on the part
of the E&IT industry to achieve competitive advantage and
generate revenue from emerging markets. The desire on the part
of consumers in developing countries to have the basic necessities
of life. Examples of these market forces at work include the following:
— The unbanked:
ATMs can be a channel for the flow of money that is being kept
“under the pillows” of billions of people living
in emerging market areas who do not have a bank account. There
also are about 11 million consumers in the United States who
do not have bank accounts (Cipherwar.com, 2000). Delton Yuen,
NCR’s vice president, Financial Solutions Division, Asia-Pacific,
stated, “If every household saves money in pillowcases
or a cookie jar, the economic system is going to have less money
to go around to fund capital investments. For countries to ensure
that the economy grows, they need capital. And when the money
within a country is not channeled into the financial system
or banking system, that capital is circulating less and less”
(McGill, 2002).
— Talking
ATMs: Although these devices are being
developed for people who are blind, they can also accommodate
people who cannot read. There are 440 million people who cannot
read living in the top five emerging markets.
Personal Digital
Assistants
PDAs store, analyze, and retrieve needed information
on demand, anytime and anywhere. A PDA can be used as a calculator,
address book, calendar, memo pad, expense tracker, and an electronic
information storage device. They serve as portable personal computers
and augmentative communications devices. Some of the many industries
using PDAs are health care, building/construction, engineering,
restaurant, and sales. PDAs are useful for dispatching crews and
managing mobile personnel. While they are particularly useful
in the business world, they are excellent memory aids for individuals.
Information can be transferred between the PDA and a personal
computer, providing portable access to information. PDAs are also
being used for leisure-time activities. They can provide golfers
with distance measurements and scorecards. It is also possible
to watch a movie on your PDA. Gartner Group predicted worldwide
PDA revenue would be $3.53 billion in 2003, or approximately 10
million new units shipped worldwide (Directions Magazine, 2003a).
Market Forces Creating Demand for More Accessibly
Designed PDAs
The primary force is the desire to minimize the
cost of doing business. PDAs are now replacing what were once
expensive, proprietary, industry-specific telecommunication devices.
Another force is the desire of consumers to maximize the ease
of use of PDAs in eyes-busy, hands-busy environments. Professionals
using PDAs in eyes-busy, hands-busy environments are likely to
find PDAs more user-friendly and easier to use if they are equipped
with voice recognition and text-to-speech technologies. Examples
of improvements resulting from these market forces include the
following:
- Health care: Wireless-equipped
PDAs have been embraced by the medical community to access medical
records, write electronic prescriptions, and use as a portable
nursing-unit terminal. PDAs are also replacing high-cost medical
devices. CardioNet developed a proprietary PDA-type electrocardiogram
monitoring device connected to electrodes on a patient’s
chest. The PDA receives signals from the electrodes and transmits
data to the PDA device (CardioNet, n.d.).
- Public safety: Field
officers use Internet-ready PDAs to access remote records from
management databases. This helps to improve the efficiency of
creating incident reports. It also optimizes the transfer of
queries and responses (Directions Magazine, 2003b).
- Workforce management:
Cobb EMC is an electric cooperative serving more than 170,000
customers in five metropolitan Atlanta counties. Cobb EMC uses
PDAs to dispatch crews. The cooperative claims that this has
helped to streamline work processes and increase service reliability
(Directions Magazine, 2003c).
- Military: Applications
and devices developed for use by the military include the V3
Rugged PDA; industry-leading handheld capabilities; integrated
Bluetooth for wireless link to phones, printers, and PCs; TFT
screen with 64K colors; Windows CE-based Pocket PC with IBM
ViaVoice, MS Pocket Office, and other applications (General
Dynamics, n.d.).
- Multimedia industry:
Pocket PC Films, in Sherman Oaks, California, uses PDA technology
to distribute video content for Pocket PC and Palm OS devices.
Film fans can buy CD-ROM titles, load them on their computers,
and sync them into their handheld devices. Pocket PC Films now
distributes 25,000 titles. The huge potential market to use
PDAs to view high-quality multimedia has led manufactures to
equip them with high-quality audio capabilities. For more information,
access the following Web site: http://store.yahoo.com/pocketpcfilms/xsxtremwinsp.html.
- Assistive technology industry:
In order to reduce the cost of their products, several AT vendors
are replacing their proprietary augmentative communications
device hardware with PDAs. The touchscreen, text-to-speech,
and voice recognition capabilities of PDAs make this possible.
Two vendors in particular are pioneering this trend. They are
Enkidu Research with its Palmtop Portable and Saltillo with
its ChatPC.
- Simplified writing interfaces:
Written Chinese has 6,000 characters. A computer keyboard has
47 character keys. Chinese data entry is so difficult that there
is an entire industry of people who make their living as typists.
Someone who is really good with the Chinese version of Microsoft
Word (which takes the simplified “pinyin” transliteration
and guesses at the character the writer means) can type maybe
20 words a minute. Until, that is, PDA manufacturers started
to equip PDAs with better chips and faster algorithms. Voice
interfaces are becoming so powerful that the Mandarin PDA-based
language recognizer can distinguish about 40,000 words and still
not tax the memory or processing power of the PDA (Kumagai,
n.d.).
Televisions
A television is technically described as a telecommunication
system that receives, decodes, and displays images and plays audio
of objects, stationary or moving, broadcast from a separate transmitter.
Television is the medium that entertains, informs, and educates;
it can also serve as a companion to people who, because of circumstances
beyond their control, are confined to their homes. Traditionally,
people have used TVs to get news reports and watch movies, sports
events, and sitcoms. Cable TV is a telecommunication system that
receives, decodes, and displays images and plays audio of objects,
stationary or moving, broadcast over cable directly to the receiver.
With cable TV, people have many more options of channels to watch,
some devoted to a particular subject of interest, such as HGTV
for the home and garden enthusiast or news broadcasts 24 hours
a day. In addition, movies can be purchased on a pay-per-view
basis. Technologically advanced TV systems allow viewers to play
interactive games, take a distance learning course, send instant
messages, surf the Web, send an email, and shop for and purchase
products, including movie tickets and CDs from talk shows and
concerts.
HDTV (high-definition television) is a system that
has more than the usual number of lines per frame, resulting in
pictures that show more detail. Interactive television (iTV) provides
richer entertainment, interaction, and more information pertaining
to the shows, props, and people involved in its creation. In a
sense, it combines traditional TV viewing with the interactivity
enjoyed by those communicating through a network, such as the
Internet. According to Disney, its iTV program, “Disney
Active Portal on Sky Digital,” is a major step forward.
It offers Disney more flexibility and control of its interactivity
in terms of design and dynamic update. The new application empowers
kids, giving them the opportunity to participate in shows while
still being able to watch the action on screen.
Market Forces Creating Demand for More Accessibly
Designed Televisions
1. The desire on the part of the E&IT industry
to comply with U.S. laws. Examples of how these market forces
resulted in enhanced products and services include the following:
— Emergency
programming: FCC rules require broadcasters
and cable operators to make local emergency information accessible
to persons who are deaf or hard of hearing and to persons who
are blind or have visual disabilities. This means that emergency
information must be provided both orally and in a visual format.
Video programming distributors include broadcasters, cable operators,
satellite television services (such as DirecTV and the Dish
Network), and other multichannel video programming distributors
(FCC, 1999).
— Captioning:
Congress first instituted the requirement
that television receivers contain circuitry designed to decode
and display closed-captioning. As of July 1993, the FCC required
that all analog television sets with screens 13 inches or larger
sold in the United States contain built-in decoder circuitry
that allows viewers to display closed-captions. Beginning July
1, 2002, the FCC also required that digital television (DTV)
receivers include closed-caption display capability. As part
of the Telecommunications Act of 1996, Congress instructed the
FCC to require video program distributors (cable operators,
broadcasters, satellite distributors, and other multichannel
video programming distributors) to phase in closed-captioning
of their television programs. In 1997, the FCC implemented rules
to provide a transition schedule for video program distributors
to follow in providing more captioned programming. The rules
require that distributors provide an increasing amount of captioned
programming according to a set schedule. All English language
programming prepared or formatted for display on analog television
and first shown on or after January 1, 1998, as well as programming
prepared or formatted for display on digital television that
was first published or exhibited after July 1, 2002, is considered
“new programming” and must be captioned according
to benchmarks set by the FCC. The following benchmarks establish
how much new programming must be captioned each calendar quarter:
> January 1, 2000, to December 31, 2001:
450 hours of programming per channel per quarter
> January 1, 2002, to December 31, 2003:
900 hours of programming per channel per quarter
> January 1, 2004, to December 31, 2005:
1350 hours of programming per channel per quarter
> January 1, 2006, and thereafter: 100
percent of all programming, with some exemptions
— Digital
television TV mandate: The FCC has
issued a ruling that requires DTV licensees to simulcast 50
percent of the video programming of their analog channel on
their DTV channel by April 1, 2003. This requirement increases
to 75 percent on April 1, 2004, and 100 percent on April 1,
2005. The simulcasting requirement was intended to ensure that
consumers enjoy continuity of free, over-the-air video programming
service when the analog spectrum is reclaimed at the end of
the transition. With digital transmission, a TV broadcaster
will be able to
> Send multiple programming at the same
time over the same channel
> Improve the quality of the transmission
with options not available with analog transmission
> Offer digital data services, which
will allow the TV broadcaster to send out virtual newspapers
and other types of services directly to your TV
2. The desire on the part of the E&IT industry
to achieve competitive advantage and generate revenue.
— Word-search
videos using closed-captions: The
need to produce just-in-time news stories used to cause problems
for broadcasters. When a major event occurred, news programs
would have to scramble around looking for some footage that
supported the subject of the news story. For example, when an
entertainer passes away, news programs might show a clip or
two of the last interview with that individual. It could be
very time-consuming to search through logs and libraries to
find the appropriate footage. That is, until broadcasters gained
the ability to both store digital copies of their broadcasts
on computers and conduct word searches on them using the captions.
Captioning their programming has enabled many news broadcasters
to achieve a competitive advantage in the marketplace by being
the first to announce a breaking event with the appropriate
video content.
Voice Recognition
Voice recognition technology (VRT) by itself is
neither accessible nor inaccessible. It is the integration of
VRT into other products and services that can help to make those
products and services more accessible and usable. VRT, also referred
to as speech recognition technology (SRT), provides telecommunications
and computing devices with the ability to recognize and carry
out voice commands or take dictation. VRT is generally identified
as either being speaker dependent or speaker independent. Speaker-dependent
systems recognize only a particular individual’s voice and
are often used in dictation products. Speaker-independent systems
can recognize multiple voices. Speaker-dependent systems are better
able to process an individual’s quirky speech patterns,
but they can take a significant amount of time to train. There
are also continuous versus discrete speech recognition systems,
in which, respectively, the user can talk at a normal rate or
is required to talk with pauses between words.
Voice recognition enhances quality of life and
independence for many people. Users do not have to use their hands
when operating a telecommunications device that incorporates VRT.
This technology is also useful in a hands-busy environment, such
as when a radiologist analyzes x-rays by holding them up to the
light and verbally dictates the results to a computer. It is also
helpful when operating small devices such as cell phones and PDAs.
Many industries are adding VRT to their communication
systems as a way to lower operational expenses by cutting the
costs of call handling. In 1996, Charles Schwab became the first
major consumer company to offer voice recognition for its customers
to get stock quotes and other information at the customer’s
convenience. In addition to brokerage houses, the banking, health
care, law enforcement, travel, transportation, and entertainment
industries, to name just a few, are also incorporating VRT.
The Market Forces Creating Demand for More
Accessible and Usable VRT
1. The desire on the part of the E&IT industry
to achieve competitive advantage. The desire of consumers to purchase
easy-to-use and convenient products. The following is an example
of an innovation resulting from these market forces:
— Voice
dialing: People trying to operate
a cell phone in an eyes-busy, hands-busy, environment might
experience difficulty. This market factor led to the incorporation
of VRT into cell phones and the development of hands-free accessories
for cell phones. People with upper mobility disabilities, people
with low vision, and many senior citizens can also benefit from
voice dialing. Voice dialing is a common feature on most digital
cell phones. PCS-Direct, an Internet-based phone store, carries
nine different cell phones equipped with voice dialing (PCS-Direct,
n.d.).
2. The desire on the part of the E&IT industry
to reduce cost and employee turnover. The desire on the part of
call-center agents to make their jobs as pleasant and nonrepetitive
as possible. Examples of innovations resulting from these market
forces include the following:
— Interactive
voice response (IVR) systems: To date,
companies have attempted to handle interactions with their customers
using touch-tone IVR systems, but customers are not entirely
satisfied with this form of interaction. Touch-tone interfaces
are both frustrating and ineffective. In order to support customer
interactions more quickly and efficiently, companies are beginning
to move to speech recognition systems. Many call centers use
systems that combine digitized speech and speech recognition.
Using IVR systems costs much less than using call-center agents.
Thanks to IVR, customer requests can be handled with little
human intervention. Call-center agents can then become more
productive doing other things. Another benefit of IVR is that
agents no longer need to repeat the same information to each
caller, over and over again. This tends to increase employee
satisfaction and reduce turnover. “Following this, the
market is believed to be on its way to being worth $43 billion
by 2007” (Telecomworldwire, 2002).
— Web-based
voice portals: VRTs can be used to
enable people to access a Web site using a telephone. Extending
access to a commercial Web site by telephone can attract new
customers who may not be in a position to use a computer connected
to the Internet. There are many instances of this use. For example—
> People operating from within low-bandwidth
infrastructures
> People who never learned to read
> Mobile professionals who need quick
access to information while on the go
> Senior citizens who recognize the
value of the Internet but are simply more comfortable using
a telephone
> People who are blind or visually impaired
> People who are traveling and don’t
have access to their PCs
— VoiceXML
standards: The VoiceXML Forum is an
industry organization established to promote VoiceXML as the
universal standard for speech-enabled Web applications. The
VXML Forum “aims to drive the market for voice- and phone-enabled
Internet access by promoting a standard specification for VXML,
a computer language used to create Web content and services
that can be accessed by phone.” Following standards breeds
success and enhances the compatibility and interoperability
of your system with others. Systems that have been developed
according to standards are easier and less expensive to maintain.
— Dictation,
voice recognition, and transcription:
Many professions require the transcription of voice-recorded
data. These professions include law enforcement, medicine, and
the legal profession. The financial pressures to drive transcription
costs down and productivity rates up helped to fuel the $8 billion
speech recognition industry.
Distance
Learning
“Distance learning is used in all areas
of education, including pre-K through grade 12, higher education,
home school education, continuing education, corporate training,
military and government training, and telemedicine” (USDLA,
n.d.). Students participating in distance learning can use the
learning style of their choice. Audio-based classes can consist
of recordings, synthesized speech, and audio-conferencing. Video-based
learning includes video and videoconferencing and Webcasting.
Print-centered techniques include online texts, books, and handouts.
Employers also benefit when their employees participate in distance
learning courses. “Travel expenses are reduced or eliminated,
there is increased productivity as employees don’t need
to leave the office for extended periods of time, teams are brought
together without restrictions on schedule or location, and it
provides the ability to reach geographically dispersed populations
with a uniform and consistent approach” (Thunderbird, n.d.).
Also, higher education facilities are finding that distance learning
is less expensive to support than traditional classroom learning.
The types of technologies for implementing distance
learning include “two-way video with two-way audio (two-way
interactive video), one-way video with two-way audio, one-way
live video, one-way prerecorded video (including prerecorded videotapes
provided to students and TV broadcast and cable transmission using
prerecorded video), two-way audio transmission (e.g., audio/phone
conferencing), one-way audio transmission (including radio broadcast
and prerecorded audiotapes provided to students), Internet courses
using synchronous (i.e., simultaneous or real-time) computer-based
instruction (e.g., interactive computer conferencing or Interactive
Relay Chat), Internet courses using asynchronous (i.e., not simultaneous)
computer-based instruction (e.g., e-mail, listservs, and most
World Wide Web-based courses), CD-ROM, multimode packages (i.e.,
a mix of technologies that cannot be assigned to a primary mode),
and other technologies” (Tabs, 2003, p. 11). Online education
is now offered at more than 56 percent of the nation’s two-
and four-year colleges and universities, with distance learning
beginning to extend to high schools and lower.
Market Forces Creating Demand for More Accessibly
Designed Distance-Learning Technology
1. The World Bank and its members
want to reduce poverty and strengthen emerging economies:
American businesses have invested more than $250 billion in
the top 15 emerging markets with the sincere belief that they
will yield significant returns on their investment. Distance
education is a critical success factor in human development
in emerging markets. Some call it the foundation of business
success in emerging markets. Education provides the high-level
skills necessary to establish a growing, self-sustaining E&IT
labor market. It can also provide the training required by engineers,
doctors, teachers, nurses, business entrepreneurs, social scientists,
and many other professionals critical to the success of maturing
a developing economy.
The information infrastructures supporting a majority
of distance learning activities in emerging markets are low-bandwidth
environments. Many of their resources will need to operate over
wireless devices. This means that the content will need to be
developed in an accessible manner.
Billions of workers live in emerging markets.
They are the individuals who ultimately benefit from an effective
distance-learning infrastructure. However, in the top five emerging
markets, there are 440 million people who can’t read.
In order to benefit from distance learning, the materials need
to be provided in alternate formats.
2. Corporations want to educate
their employees more effectively and less expensively:
Distance learning produces a 60 percent faster learning curve
than traditional instruction. More than 6,000 U.S. companies
offered distance learning courses to their employees in 2003,
up from 391 in 1998. The U.S. corporate skills business training
market is projected to reach $18.3 billion by 2006 (compounded
annual growth rate [CAGR] of 13.3 percent). Worldwide, the distance-learning
IT education and training market is projected to reach $28.6
billion by 2006 (CAGR of 7.1 percent).
3. Universities want to reduce
costs, increase enrollment, and still offer a quality education.
Conservatively, there are 45 million users of online
higher education. By 2025, the global demand for online education
is forecast to reach 160 million students. For every foreign
student studying in the United States, there are three to five
students who would access U.S. education online if they could
(Moe, 2002).
4. The law: Many countries
have policies relating to Web accessibility. They are Australia,
Canada, Denmark, Finland, France, Germany, Hong Kong, India,
Ireland, Italy, Japan, New Zealand, Portugal, Spain, the United
Kingdom, and the United States of America. The European Union
also has Web-access policies. Distance learning usually takes
place via the Web (Web Accessibility Initiative, n.d.). Several
countries have detailed policies that specifically apply to
education, as described here:
— Australia has a Disability Discrimination
Act (1992) that applies to education.
— Canada’s Charter of Rights
and Freedoms guarantees the basic rights and freedoms important
to Canada as a free and democratic society. The Canadian Government
has also established a Common Look and Feel for Canadian Government
Web sites, which includes accessibility provisions.
— The UK’s Special Educational
Needs and Disability Act took effect on September 1, 2002. The
Act removes the previous exemption of education from the Disability
Discrimination Act (1995), ensuring that discrimination against
students with disabilities will be unlawful. Institutions incurred
additional responsibilities in 2003, with the final sections
of legislation coming into effect in 2005.
The following U.S. policies make accessibility
a requirement for distance learning:
— ADA and
section 504: Two federal laws govern
accessibility of education: Title II of the ADA and section
504 of the Rehabilitation Act of 1973 (as amended in 1998).
All elementary, secondary, and postsecondary educational institutions
are regulated under these laws. A useful legal analysis of the
requirements is provided in the California Community Colleges’
Distance Education Access Guidelines (California Community College,
1999).
— Section
508: To ensure that its technology
is accessible to its own employees and to the public, the Federal
Government has created regulations based on section 508 of the
Rehabilitation Act that require that E&IT developed, procured,
maintained, or used by the Federal Government be accessible
to people with disabilities. These regulations apply to all
federal purchases of technology. Requirements in section 508
may also affect state colleges and universities, pending policy
decisions from the Department of Education’s Office of
Civil Rights.
— California
higher education requirements: The
California Community College system has released Distance Education
Access Guidelines and Alternate Media Access Guidelines. The
Alternate Media Access guidelines serve as a guide for the implementation
of California Law AB422, requiring publishers to provide textbooks
in electronic format to the three systems of higher education
in California (the University of California, the California
State University, and the California Community Colleges). The
Distance Education Access Guidelines include a summary of legal
requirements as well as access guidelines for specific modes
of distance education instructional delivery. These documents
and other resources are available from the High Tech Center
Training Unit of the California Community Colleges.
— Texas K-12 textbook adoptions:
Texas has for several years been studying the issue of access
to electronic books and educational software for students with
disabilities. Two reports, one issued in 1997 and one in 1999,
provide information on how educational materials can be made
accessible. Texas requires publishers to provide electronic
files for adopted print materials and is in the process of incorporating
the federal section 508 requirements as an optional part of
its adoption process for interactive educational software and
electronic textbooks. Further information about Texas textbook
accessibility is available from the Texas School for the Blind
and Visually Impaired.
III.
Product Analysis
This section documents the primary findings of
a detailed product line analysis for each of the product lines
selected for study. The purpose of this research is to document
accessibility issues that prevent people with disabilities from
fully accessing the selected products and to document accessibility
features that are either currently offered or potentially could
be offered by manufacturers. For a more detailed discussion of
the product line analysis, including a discussion of the product
lines broken down according to different disability types, consult
the appendix to the online version of this report at http://www.ncd.gov.
The accessibility of a given product is based primarily
on a determination of access to core features of the product,
with some consideration for additional features that enhance the
product but are not necessary for use of the product for its primary
purpose. For this research, both accessible and UD features are
considered. Accessible design is defined as the design of products
that makes them accessible to people with disabilities without
requiring the purchase of additional equipment or specialized
training. Universal design, or design for inclusion, is the design
of products and environments to make them usable by all people,
to the greatest extent possible, without the need for adaptation
or specialized design. A disability is considered any restriction
or lack of ability, resulting from an impairment, to perform an
activity in the manner or within the range of activity considered
standard for a human being.
Under section 508, each federal department or agency,
including the U.S. Postal Service, when developing, procuring,
maintaining, or using E&IT, must ensure that the E&IT
allows—
- Federal employees with disabilities
to have access to and use of information and data comparable
to the access to and use of information and data by federal
employees who do not have disabilities.
- Individuals with disabilities
who are members of the public seeking information or services
from a federal department or agency to have access to and use
of information and data comparable to the access to and use
of information and data by members of the public who are not
disabled.
Section 508 applies without regard to the medium
of the technology. However, section 508 permits exceptions if
an undue burden would be imposed upon the agency or department.
In general, section 508 requires that products
be—
- Usable by people who are
blind
- Usable by people with low
vision without relying on audio
- Usable with little or no
color perception
- Usable by people who are
deaf
- Usable by people with limited
hearing
- Usable by people with limited
manual dexterity, reach, and/or strength
- Usable with time-dependent
controls or displays
- Usable by people without
speech
- Usable by people with limited
cognitive or memory abilities
- Usable by people with language
or learning disabilities
- Available with audio cutoff
(private listening)
- Designed to prevent visually
induced seizures
- Available with biometric
identification/activation bypassing
- Usable by people with upper
extremity prosthetics
- Hearing aid compatible
- Usable from a wheelchair
or similar personal vehicle
Also, section 508 requires compatibility with peripheral
devices and that accessibility of information, documentation,
labeling, and support be provided to customers. Section 508 provides
guidelines for software applications and operating systems, Web-based
Internet information and applications, telecommunications products,
video and multimedia products, self-contained closed products,
desktop and portable computers, and functional performance criteria.
Product designers should consider features that
facilitate the following capabilities: Users with visual impairments
need to be able to identify, differentiate, and operate all controls
and displays, without accidentally activating undesired controls;
they should be able to detect control activation and outcome;
they should not be required to depend on color to differentiate
control and display states to successfully use the device. Users
with hearing impairments need to be able to acquire information
via a nonauditory format, detect control activation and outcome,
and use assistive listening devices. Users with mobility impairments
need to be able to view, reach, and activate all controls and
displays; manipulate levers, drawers, panels, and all controls;
activate controls without accidentally activating adjacent controls;
activate controls with the use of an assistive device; and have
sufficient time to enter commands. Finally, users with cognitive
disabilities need to be able to understand the controls and displays
and have sufficient time to enter commands.
Product Line Assessment
Methodology
The product line assessment provides an identification
of accessibility issues within each product line and an assessment
of accessibility features designed to address specific issues.
The assessment of accessibility issues involves the calculation
of an “impact score” for each issue and target population.
The impact score is an estimation of the affect of a particular
accessibility issue on a particular target population. The score
is calculated at the task level based on two separate dimensions.
The first dimension, task priority, is defined as a measure of
task importance. High-priority tasks are those that are essential
to the device, while low-priority tasks are defined as those that
are not essential or would not be expected to be performed by
the end-user. The second dimension, accessibility, is defined
as an estimation of the ability of a user with a given set of
functional capabilities and limitations to satisfactorily complete
a given task. Accessibility is classified at three levels: little
or no difficulty, some difficulty, or great difficulty. After
impact scores are calculated from the priority and accessibility
level for each task, they are used to assign an accessibility
grade to each product line for each target population.
Product Line Assessments
The sections below describe the results of the
product line assessments. Each product line section is organized
as follows: background, accessibility features, compliance with
government regulations, and conclusions.
Part of the product line assessment included conducting
a task-based accessibility analysis for each product line. A detailed
discussion of this task-based accessibility analysis is available
in the appendix to the online version of this report. The task-based
accessibility analysis consists of identifying the core functionality
(tasks) for the product line, identifying the priority level for
each task, and assigning a task-accessibility estimation for each
task. The task-accessibility score is derived from expert evaluations,
a Georgia Tech survey on universal design, and user testing. The
combination of the task-priority levels and the task-accessibility
estimation is used to calculate an impact score, which is then
used to create an accessibility grade for the product line. These
accessibility grades appear at the conclusion of this section
of the report.
Please note that reference herein to any specific
commercial product, process, or service by trade name, trademark,
manufacturer, or otherwise does not constitute or imply endorsement
by the National Council on Disability.
ATM Machines
Despite their popularity and capabilities, ATMs
are not accessible by everyone. People who have visual disabilities
may have difficulty reading the display and providing accurate
inputs. People who have a mobility disability may have difficulty
approaching the device, reaching the controls, and reading the
display. People who have cognitive disabilities may have difficulty
reading the display and understanding the options. Each of these
challenges can be overcome, to some extent, through proper design.
Task-Based Accessibility Analysis
The core functionality considered necessary to
effectively use an ATM consists of the following:
Locating an ATM
Locating an accessible AT
Inserting the bank car
Remembering a personal identification
number (PIN
Entering a PIN numbe
Making a cash withdrawa
Making a deposi
Checking account balance
Transferring mone
Printing a statemen
Retrieving a receip
Retrieving the bank car
Reading a receipt
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, or the design of the ATM. Accessibility issues for the
disability population were identified, along with an impact rating
for each issue. The disability populations include people who
have an impairment resulting from environmental or situational
factors. The issues identified and impact ratings assigned for
each disability group can be found in the appendix to the online
version of this report.
Accessibility Features
A review of various ATM manufacturers’ marketing
data produced a number of features identified as accessible design
components. Each of these components is listed, along with a description
of the component and an assessment of the usefulness of the feature
for disability groups. Some of these features may have been designed
with a particular disability population in mind; others may have
been designed simply as desirable features. In many cases, the
accessibility features benefit or are used by a variety of people,
and they may be considered to provide universal access.
Large sunlight-readable color
display: ATM displays can be very difficult for the average
person to use simply because of lighting issues, natural or
otherwise. Sunlight often creates glare on electronic displays,
sometimes making it impossible to even discern that any text
appears on the display. In some cases this can be overcome by
shifting the viewing orientation, but this is not an option
for all people. Sunlight-readable displays can increase accessibility
by preventing glare. With the exception of people who are blind,
this will have a medium impact for all users and will help solve
the problem of not being able to receive visual information.
Touchscreen display:
Touchscreens provide the manufacturer with a method of creating
a dynamic display, providing more information in less space.
Touchscreens can be designed with large, high-contrast buttons
or icons that can provide an alternative solution for those
with partial visual impairment or motor disabilities. Selection
via large touch areas on the screen may be preferable to some
users as an alternative to keyboard or function key input. Additionally,
for users with complete vision loss, touchscreen functions can
be mapped—or directed—down to the tactile keyboard.
But unless the functions are mapped in this way, or an alternative
audio interface is provided, touchscreens are not accessible
to people who are blind and will have a negative impact. If
keyboard mapping is implemented or an alternative audio interface
is provided, touchscreens will have no impact on people who
are blind. They will have a medium impact for those with low
vision and mobility impairments if implemented with large touch
areas and text or graphics. If good graphical metaphors are
used, touchscreens will have a medium positive impact for the
cognitively disabled. They will help solve the problem of making
inputs and possibly of receiving and interpreting visual information.
Talking ATM: A talking
ATM is one with voice displays. Talking ATMs are useful in circumstances
in which it is difficult to read the text display because of
a visual impairment, low reading ability, significant glare
on the screen, or possibly having to view the screen from a
seated position. Inclusion in design will have a high impact
for those who are blind, a medium impact for those with low
vision or cognitive disability, and a low impact for all other
users. It will help solve the problem of receiving and interpreting
visual information.
Private headphone jacks for
talking ATM: Voice instructions can be provided publicly,
or privately through the use of headphones. Voice instructions
can help guide the user through the transaction and provide
information such as feedback on keypress entries and account
balance (things that would typically be presented visually).
This would allow a person who is blind to perform an ATM transaction
independently, although it is likely that audio feedback would
not be available for PIN entry for security reasons. This would
probably be an inconvenience for the user but would not prevent
use of the ATM. Implementation in design will have a high impact
for people who are blind, a medium positive impact for users
with low vision, and a neutral impact for other users. Choice
of private audio will help solve the problem of not being able
to receive auditory or visual information.
Mapping function keys to the
keypad: This is a software feature that allows the function
keys at the side of the ATM display to be mapped, or directed,
down to the keyboard. This means that the user can perform the
entire transaction from the keyboard, which minimizes the distance
a user has to stretch to reach the keys. It also helps people
who are blind by providing a more familiar key layout to use
for input. Function key mapping will have a medium impact for
people who are blind and people who have upper or lower mobility
impairments, and a neutral impact for all others. It will help
solve the problems of not being able to locate or identify controls
and not being able to make inputs.
Raised tactile symbols:
Raised tactile symbols help those with visual impairments, particularly
if they are blind, distinguish keys that most people differentiate
through a text label or graphic. In some cases, these symbols
may include a Braille keypad, although Braille proficiency is
not widespread. Other alternatives include protruding keytips,
which enable the visually impaired to feel the edge of individual
keys and so determine the end of one key and the start of another,
and increased character size, to assist those with visual impairments.
Implementation in design has a neutral impact for most users,
but a medium impact for those who are vision impaired. It will
help solve the problem of not being able to locate and identify
controls.
Raised area (nib) on the “5”
key: A nib is a raised area that helps users identify
the location of the center of the keypad so they can then determine
the position of the remaining keys. Given a standard telephone
keypad layout with the addition of nonnumeric keys, the nib
helps the user (particularly the user with a visual impairment)
find the “5” key, from which the remaining numeric
keys can be easily identified. Inclusion in design will have
a high impact for users who are blind, a medium impact for those
with low vision, and a neutral impact for other users. It will
help solve the problem of not being able to locate and identify
controls.
Keys on the keypad that are
discernible by touch: Tactile separators typically provide
either raised or indented spaces between controls to assist
in tactile differentiation of numeric keys from other keys.
Inclusion in design will have a high impact for those who are
blind, a medium impact for those with upper mobility impairments,
and a low impact for all others. It will help solve the problems
of not being able to locate and identify controls and not being
able to make accurate inputs.
Tactile feedback keypad:
Tactile feedback results from the keys springing back to position
once pressed, indicating that a key has been pressed and input
accepted. Touchscreens, for example, do not have tactile feedback.
Inclusion in design will have a high impact for people who are
blind, a medium positive impact for those with low vision, and
a low impact for other users.
User-controllable playback
speed: User-controllable speed allows the user to make
adjustments to auditory output to meet information processing
needs. Visual output tends to be available until the next selection
is made, but auditory output is temporal, and user control allows
review of information as needed. This is particularly beneficial
to people who are blind and perhaps to some users with low vision
or cognitive disabilities. Implementation in design will have
a medium positive impact for people who are blind and a low
impact for other users. It will help solve the problem of difficulty
receiving auditory information.
User-controllable volume: Volume
control allows the user to make adjustments to auditory output
to meet sound level needs, particularly in noisy environments.
This is particularly beneficial to the hard of hearing. Implementation
in design will have a high positive impact for the hard of hearing
and a low impact for other users. It will help solve the problem
of difficulty receiving auditory information.
Visual alert: Visual
alerts may be in the form of a change in text display or a light.
They serve as an alternative or supplement to vibrating and
auditory alerts. Visual indicators are particularly beneficial
for people who are deaf or hard of hearing. Inclusion in design
will have a high impact for users who are deaf, a medium impact
for those who are hard of hearing, and a low impact for all
others. They will help solve the problem of not being able to
receive auditory information.
Pause control for talking ATM:
Pause control allows the user to pause the verbal output from
the device. This is helpful to give one time to write something
down or to think about what option might be desired. Inclusion
in design will have a medium impact for users who are blind
and a low impact for all other users. Pause control will help
solve the problem of not being able to read text on the screen.
Replay control for talking
ATM: Replay control allows the user to listen to a message
more than once. This is helpful if the voice output was not
understood or could not be heard over environmental sounds.
Inclusion in design will have a medium impact for users who
are blind or hard of hearing and a low impact for all other
users. Replay control will help solve the problem of not being
able to read text on the screen.
Voice recognition for talking
ATM: Voice recognition allows a user to speak in his
or her voice to make inputs to the device. This is particularly
useful for those who cannot physically activate the controls
or who cannot tactilely differentiate the controls to know,
for example, which button to press. Inclusion in design will
have a high impact for users who are blind, a medium impact
for users with low vision and upper mobility impairments, and
a low impact for all others. Voice recognition will help solve
the problems of not being able to locate, identify, and activate
the controls.
ATM that can be controlled
by a cell phone or PDA: External control of the ATM allows
individuals to use their own personal accessible device to interact
with an ATM that may not otherwise be accessible for a particular
disability type. Inclusion in design will have a medium impact
for users who are blind, have low vision, or have an upper mobility
impairment and a low impact for all other users. PDA or cell
phone control will help solve the problems of not being able
to read text on the screen or to locate, identify, and activate
the controls.
Large keys for the keypad:
Large keys on the keypad increase the ability to accurately
press the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have poor fine motor control
and a low impact for all other users. It will help solve the
problem of having difficulty making accurate inputs.
Large fonts on the display:
Large fonts on the display increase the text size for circumstances
in which small text is difficult to read. Inclusion in design
will have a high impact for those with low vision, a low impact
for users who are blind, and a medium impact for all other users.
It will help solve the problem of not being able to read text
on the screen.
Large display screen:
Large display screens reduce screen clutter and increase the
space available for larger text and graphics. Inclusion in design
will have a medium impact for low-vision users and a low impact
for all others. It will help solve the problem of not being
able to read text on the screen.
High-contrast display: High
contrast provides the option for users to adjust the color or
brightness of the foreground and background colors so that the
text stands out from the background, increasing readability.
Inclusion in design will have a high impact for those with low
vision and most users under very bright- or low-light conditions.
It will have a low impact for other disability populations.
High contrast will help solve the problem of not being able
to receive visual information.
Ability to request additional
time: Ability to request additional time allows the user
to complete a transaction despite the need to use more than
the normal amount of allotted time to complete individual transaction
components. Inclusion in design will have a high impact for
most users, depending on the output mode (visual or auditory)
from the device. Additional time will help solve the problems
of not being able to receive visual or auditory information,
not being able to reach controls, and not being able to grasp
objects.
Graphical instructions:
When good metaphors are used and display resolution is sufficient,
graphical instructions may be easier to see than text instructions,
particularly if the font size for text is small. Inclusion in
design will have a medium impact for those who have low vision
and a low impact for all other users. Graphical instructions
will help solve the problem of not being able to read text on
the screen.
Text equivalents for auditory
information: Text equivalents are a means of providing
redundant information so that someone who has difficulty with
one sense (in this case, hearing) has an alternative method
of obtaining the information being provided (in this case, through
eyesight). Inclusion in design will have a high impact for those
who are deaf or hard of hearing and a low impact for all other
users. Text equivalents will help solve the problem of not being
able to receive auditory information.
Detachable controls:
Detachable controls provide the option for individuals to place
the control panel in their laps, for example, limiting the amount
of reach required to activate the control, increasing the ability
to support the hand and arm, and possibly making the difference
between being able to use the device or not. Inclusion in design
will have a high impact for those with those with a lower mobility
impairment or any user operating the ATM while seated in a wheelchair,
and a low impact for all other users. Detachable controls will
help solve the problem of not being able to reach the controls
from a seated position.
More space between keys on
the keypad: More space between the keys increases the
ability to differentiate the keys by touch and to accurately
press the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have an upper mobility impairment,
and a low impact for all other users. It will help solve the
problem of having difficulty locating controls and making accurate
inputs.
Concave keys on the keypads:
Concave or curved-inward keys help prevent fingers from
slipping off the keys, which often results in inadvertent activation
of adjacent keys. This type of key also increases the ability
to differentiate the keys from each other and from the surrounding
area on the device. Inclusion in design will have a medium to
high impact for users who are blind, have low vision, or have
an upper mobility impairment, and a low impact for all other
users. Concave keys will help solve the problem of locating
controls and making accurate inputs.
Keys that can be operated without
human contact: Some individuals use pointing devices
or other mechanisms to help them reach or activate controls.
Some devices require moisture content or heat (characteristics
of touch) to activate the controls; these devices cannot be
used by someone who needs to use an alternative input device.
Controls that are operable without physical human contact will
have a high impact for someone with an upper mobility impairment
and a low impact for all other users.
Rubberized keys: Rubberized
keys help prevent fingers from slipping off the keys, which
often results in inadvertent activation of adjacent keys. Textured
keys also help the user differentiate the key itself from the
surface of the device, particularly if the keys are not raised
sufficiently. Inclusion in design will have a medium to high
impact for users who are blind, have low vision, or have an
upper mobility impairment, and a low impact for all other users.
Rubberized keys will help solve the problem of locating controls
and making accurate inputs.
Additional features that may enhance accessibility
include the following:
Type of card reader—swipe,
dip, or motorized: These are typically accompanied by
tactile indicators and flashing lights to assist in card insertion.
People with different capabilities may benefit more from one
type of reader than another. For example, a vertical card swipe
may be difficult for someone with limited reach. It may be difficult
for users without fine motor control to retrieve a fully inserted
card (dip card reader) from the device. Users who are blind
may have difficulty finding the card reader or determining the
proper orientation of the card. Implementation of a certain
style will have a high impact for users who are blind or have
upper mobility impairments. Use of a motorized reader or a horizontal
swipe with tactile cues will help solve the problem of having
difficulty inserting the ATM card into the machine.
Customer telephone:
This can be used to acquire human assistance if the customer
has difficulties using the ATM. A customer telephone will have
a low impact for all users. It can help solve the problems of
not being able to receive visual information or not being able
to locate and identify controls.
Digital video camera:
This can be used in conjunction with the customer telephone
to allow the customer service representative to see the customer’s
difficulty. A digital video camera will have a low impact for
all users. This can help solve the problems of not being able
to receive visual information or not being able to locate and
identify controls.
Multilingual capability:
Multilingual capabilities will help those who have difficulty
operating the ATM because of unfamiliarity with the language.
This will have a medium impact for users with cognitive disabilities.
It may help solve the problem of not being able to interpret
visual information.
LED indicator: LEDs
provide a visual indication of status information, or they may
provide guidance on what to select next or where to insert an
object. They serve as an alternative or supplement to vibrating
and auditory alerts. Visual indicators are particularly beneficial
for people who are deaf or hard of hearing. They will have a
low impact for all other users, and will help solve the problem
of not being able to receive auditory output.
User manuals in alternative
formats: Alternative formats include large print, Braille,
and audio. Inclusion in design will have a high impact for users
who are blind or have low vision and a neutral impact for other
disability populations. It will help solve the problems of not
being able to read or handle printed materials.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to ATMs address self-contained, closed products (1194.25); functional
performance requirements (1194.31); and documentation (1194.41).
Many of these regulations have an impact on all users; others
have a larger impact on one disability group than another.
The following section 508 regulations are seen
as issues for ATMs:
- Verify that all controls
and keys are tactilely discernible without activating the controls
or keys. Some ATMs only use touchscreens, which are counter
to this regulation.
- Verify that at least one
mode of operation and information retrieval is provided that
does not require user vision or, alternatively, that support
is provided for assistive technology used by people who are
blind or visually impaired. The majority of ATM information
is provided through a text display, which cannot be seen by
a user who is blind.
- At least one mode of operation
and information retrieval that does not require visual acuity
greater than 20/70 must be provided through audio and enlarged
print output working together or independently; otherwise, support
for AT used by people who are visually impaired must be provided.
ATMs do not always provide voice output and often use font sizes
smaller than 14 points, which is inadequate for someone with
low vision.
- At least one mode of operation
and information retrieval that does not require fine motor control
or simultaneous actions and that is operable with limited reach
and strength must be provided. ATMs are often mounted at a height
that is difficult or impossible for people in a seated position
to access. The level of the display and control panel varies
from one ATM to the next, and some are better suited to individuals
in wheelchairs than others.
Cell Phones
Despite their popularity and their capabilities,
cell phones are not accessible to everyone. There are limitations
that make cell phones either inaccessible or difficult to use
(and, therefore, possibly undesirable). People who have visual
impairments may have the most difficulty reading the display and
accessing visual information. People who are deaf or hard of hearing
may have difficulty carrying on a verbal conversation and detecting
auditory alerts. People with a mobility disability may have difficulty
making accurate inputs and simultaneously handling the phone and
manipulating the controls. People who have cognitive disabilities
may have difficulty understanding metaphors that are used and
remembering how to access information. Each of these problems
can be overcome, to some extent, through proper design.
Background
Digital cellular telephone service is growing rapidly
in the United States because of the advantages it offers over
older analog service. Digital service allows for more users, less
expensive service, higher sound quality, more features, and better
security. There are different types of digital cellular technology,
including code-division multiple access (CDMA) and several varieties
of time-division multiple access (TDMA), global system for multiple
communications (GSM), and integrated digital enhanced network
(iDen). The particular type of digital technology in use varies
by service provider.
The introduction of digital cellular telephone
service in the mid-1990s also introduced a new access barrier
for people who wear hearing aids. Analog systems work fairly well
with teletype devices (TTYs). Some phones have built in modular
jacks into which a TTY can be plugged; other phones can be used
with an adapter. Initially, digital systems did not work well
with TTYs. Digital wireless transmissions inherently contain errors,
but error correction techniques can reduce the problem for speech.
Digital networks are less forgiving in the case of the tones generated
by TTY devices, however, and the transmission errors can cause
characters to be lost or changed, resulting in unintelligible
messages.
When digital cellular telephones are in close proximity
to hearing aids, interference may be heard through the hearing
aid. The interference may be perceived as a buzzing, humming,
or squealing inside the hearing aid. This interference does not
occur with all combinations of telephone, hearing aid, and cellular
service; but when it does occur, it can make use of the telephone
annoying, difficult, or impossible. In general, older, larger
hearing aids are more susceptible to interference than newer models.
Studies have shown that a distance of one to two feet between
the phone and the hearing aid will reduce or eliminate the interference
in most cases.
The electromagnetic field surrounding the antenna
of the telephone is the primary source of interference. Moving
the antenna farther from the hearing aid may reduce or eliminate
interference. The loudness of the interference also depends on
the power of the transmission, which in turn varies with the distance
from the telephone to the cellular base station. “Flip phone”
designs may reduce interference by placing the antenna farther
from the hearing aid and by shielding the hearing aid from the
antenna. But the antenna is not the only source of interference;
internal telephone electronics, such as the back light on the
screen, can also cause interference.
Possible solutions from the cellular industry may
include reducing the required transmission power by adding more
base stations, improving antenna technology and shielding the
telephone, and providing accessories such as neckloops that induce
sound into the T-coil of hearing aids without requiring proximity
of the telephone to the hearing aid.
Possible solutions from the hearing aid industry
include increased shielding of hearing aids and modification of
the circuitry and design of hearing aids to minimize interference.
Digital Cell Phone Compatibility with TTY
In 1996, the FCC issued a requirement that wireless
carriers be capable of connecting 911 calls over a digital wireless
network for callers using a TTY. The deadline for compliance was
extended repeatedly as various wireless carriers worked to provide
a solution.
Since September 1997, the TTY Forum (sponsored
by the Alliance for Telecommunications Industry Solutions, or
ATIS) has worked to develop technically feasible solutions that
will enable TTY users to make TTY calls over digital wireless
systems. The TTY Forum is composed of various stakeholders, including
wireless carriers, wireless handset manufacturers, wireless infrastructure
manufacturers, manufacturers of TTYs, 911 and telecommunications
relay service providers, and consumer organizations representing
people with hearing and speech disabilities.
In January 2000, Lucent Technologies announced
a solution for TTY access using digital cellular telephones. The
solution was developed by the Bell Labs Speech and Audio Processing
Technologies group; it involves upgrading software in both the
network and the handset. The software detects the TTY characters
being sent and repeatedly transmits those characters to the receiving
end, allowing the receiving end to correctly regenerate the tones
corresponding to the characters.
At its meeting on June 4, 2002, the TTY Forum announced
that many wireless service providers were prepared to meet the
FCC’s June 30, 2002, deadline for TTY compatibility, and
that testing had shown that digital wireless TTY consistently
performed better than TTY over analog circuits. To enable the
TTY calls over digital voice channels, digital wireless handsets
and networks had to be redesigned to accommodate the speed and
tone of TTY Baudot signals. Numerous problems had to be overcome,
including setting standards for the interface between TTY devices
and digital wireless mobile phones operating with several different
digital standards.
However, while wireless TTY compatibility services
work well for nonemergency communication, at the time of the announcement
there were some remaining issues for emergency situations. Wireless
911 TTY calls may suffer high character error rates when received
by some public service answering points (PSAPs). Test results
from the ATIS-sponsored TTY Technical Standards Implementation
Incubator show that the problem encountered may be related to
older and nonstandardized TTY equipment or software used by some
PSAPs. The wireless telecommunications industry performed due
diligence to ensure that the digital network would be capable
of transmitting TTY calls by the June 30, 2002, deadline and was
committed to continue to work to provide access to 911 for its
customers using TTYs. There is some indication that wireless networks
now support digital TTY with compatible phones, but this cannot
be verified since it is illegal to test 911 services. A number
of carriers petitioned the FCC for an extension to the 911 requirements.
Hearing Aid Compatibility with Cellular Telephones
The Hearing Aid Compatibility Act of 1988 (HAC
Act) required the FCC to ensure that all telephones manufactured
or imported for use in the United States after August 1989, and
all “essential” telephones, were hearing aid compatible.
Secure telephones and mobile telephones were exempt from the HAC
Act, however.
In November 2001, the FCC released a Notice of
Proposed Rulemaking to reexamine the exemption of mobile phones
from the requirements of the HAC Act. On August 14, 2003, the
FCC released a Report and Order modifying the exemption for wireless
phones under the HAC Act to require that digital wireless phones
be capable of being used effectively with hearing aids.
The FCC ruling requires digital wireless phone
manufacturers to make available within two years at least two
HAC-compliant handsets with reduced radio frequency (RF) emissions
for each air interface (e.g., CDMA, TDMA, GSM) they offer. It
also requires each carrier providing digital wireless services,
except for nationwide (Tier I) wireless carriers, to make available
to consumers within two years at least two HAC-compliant handset
models with reduced RF emissions for each air interface it offers.
Nationwide (Tier I) wireless carriers must offer
within two years two HAC-compliant handset models with reduced
RF emissions for each air interface they employ or ensure that
one quarter of their total handset models are HAC-compliant with
reduced RF emissions within two years, whichever option yields
a greater number of handsets.
Digital wireless phone manufacturers must make
available to carriers within three years at least two HAC-compliant
models with telecoil coupling for each air interface they produce,
and each carrier providing digital wireless access must make available
to consumers within three years at least two HAC-compliant handset
models with telecoil coupling for each air interface it offers.
Further, one-half of all digital wireless phone
models offered by a digital wireless manufacturer or carrier must
be compliant with the reduced RF emissions requirements by February
18, 2008. Manufacturers must label packages containing compliant
handsets and must make information available in the package or
product manual. Service providers must make available to consumers
the performance ratings of compliant phones.
In addition, the FCC established an exemption for
digital wireless manufacturers and carriers that offer a minimal
number of handset models. The FCC encourages digital wireless
phone manufacturers and service providers to offer at least one
compliant handset that is a lower-priced model and one that has
higher-end features, and encourages hearing aid manufacturers
to label their precustomization products according to the American
National Standards Institute (ANSI) standard.
On September 5, 2003, ATIS established the ATIS
Hearing Aid Compatibility Incubator. The ATIS HAC incubator consists
of a diverse mix of wireless service providers, wireless manufacturers,
hearing aid manufacturers, and other parties. The mission of the
HAC incubator is to investigate performance between hearing aids
and wireless devices to determine methods of enhancing interoperability
and usability for consumers with hearing aids.
On October 1, 2003, DAMAX, a manufacturer of cellular
telephone antennas, announced a line of directional antennas that
show promise for improving the hearing aid compatibility of existing
handsets.
Task-Based Accessibility Analysis
The core functionality considered necessary to
effectively use a cell phone consists of the following:
- Locating the cell phone
- Identifying the current state
of the phone: on or off
- Turning the phone on and
off
- Locking the phone
- Unlocking the phone
- Dialing numbers on the keypad
- Storing a phone number
- Recalling a stored phone
number
- Receiving a phone call
- Receiving caller-ID information
- Accessing voice mail
- Attaching a headset
- Using a headset
- Determining battery status
- Determining signal strength
- Detecting when the phone
is in roam mode
- Receiving a text message
- Sending a text message
- Charging the phone
Additional functionality that is typically inherent
in cell phone design includes the following:
- Using a calculator
- Playing games
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, and the design of the phone. Accessibility issues for
each disability population were identified, along with an impact
rating for each issue. The disability populations include people
who have an impairment resulting from environmental or situational
factors. The issues identified and impact ratings assigned for
each disability group can be found in the appendix to the online
version of this report.
Accessibility Features
A review of various cell phone manufacturers’
marketing data produced a number of features identified as accessible
design components. Each of these components is listed, along with
a description of the component and an assessment of the usefulness
of the feature for disability groups. Some of these features may
have been designed with a particular disability population in
mind; others may have been designed simply as desirable features.
In many cases, the accessibility features benefit or are used
by a variety of people, and they may be considered indicative
of universal access.
Loopset for hearing aids: A
loopset is an accessory that increases clarity and reduces background
noise when translating from sound over the telephone line to
a hearing aid device. Inclusion in design will have a high impact
for users who are hard of hearing and who use T-coil equipped
hearing aids and will help resolve the issue of not being able
to receive verbal information. Availability of loopsets will
have no impact for other disability populations.
Voice dialing: Voice
dialing provides users with the option to speak the name of
the person they want to call rather than using numeric dialing
or accessing a name from the directory. Inclusion in design
will have a high impact for people who are blind and a medium
positive impact for users with low vision and upper mobility
impairments. It will have a low impact for other disability
groups. All users (except perhaps the speech impaired) may find
the feature useful. Although voice dialing is not likely to
increase accessibility under general circumstances, it will
in some situational contexts in which the user’s hands
are unavailable. This is an example of a feature that is nearly
universally usable, but it should not replace traditional dialing
methods; voice dialing may be problematic for people without
speech, people with laryngitis, or in noisy environments. Voice
dialing will help resolve the issues of not being able to locate
or identify controls and not being able to make accurate inputs.
Adjustable contrast: Adjustable
contrast provides the option for users to adjust the color or
brightness of the foreground and background colors on the display
screen to increase clarity and readability. Inclusion in design
will have a high impact for those with low vision and most users
under very bright- or low-light conditions. It will have a low
impact for other disability populations. Adjustable contrast
will help resolve the issue of not being able to receive visual
information.
Roller key: The roller
key provides an alternative to successive button presses, allowing
the user to slide the thumb or finger over a roller in order
to scroll through contents on a screen. This is an example of
a feature that is nearly universally usable, but it should not
replace traditional navigation methods. Inclusion in design
will have a low impact for all disability groups.
User manual in alternative
formats: Alternative formats include large print, Braille,
and audio. Inclusion in design will have a high impact for those
who are blind or have low vision and a neutral impact for other
disability populations. It will help resolve the issues of not
being able to read or handle printed materials.
One-touch dialing: One-touch
dialing provides the option to map phonebook entries to numeric
keys. Once programmed, the key can be pressed for an extended
period of time to dial the phone number rather than dialing
in full or navigating through the phonebook. This is a desirable
feature for all people, regardless of disability. Inclusion
in design will have a high impact for people with upper mobility
impairments (if they can sustain the key press) and visual impairments
and a low impact for all other users. It will help resolve the
issues of locating or identifying controls and making accurate
inputs.
Customized ring tones/alerts:
Ring-tone options provide the user with a choice regarding the
ring sound that is heard when there is an incoming call. In
some cases, the phone can be set to ring differently for different
callers. Customized alerts provide the user with a choice of
the sound or tone that is heard when different alerts (e.g.,
reminders) are triggered. This user profiling is particularly
useful for individuals who are blind who may not otherwise be
able to determine the source of an incoming call, and inclusion
in design will have a medium-high positive impact. Certain ring
tones may be more perceptible than others for the hard of hearing,
and inclusion of ring-tone options in design will have a medium
impact for this group and will help resolve the issue of not
being able to receive acoustic alerts and signals. While inclusion
for other disability groups does not affect accessibility, ring-tone
options are a highly desirable feature. Different ring tones
also help users distinguish their own cell phone ring from someone
else’s.
Text-based functionality:
Similar to sending email, text messaging via cell phone provides
a mobile communication mechanism and has become highly popular.
It allows individuals to communicate in noisy environments and
when verbal conversations are inappropriate. It is particularly
beneficial for people who are deaf or hard of hearing, who may
not be able to hold a verbal conversation. Cell phones with
text messaging and dedicated text messaging devices are very
popular among users who are hearing impaired. However, text
messaging is a somewhat slower communication method, and it
is difficult to share and perceive emotion accurately from text
messaging. Inclusion in design will have a high impact for people
who are deaf or hard of hearing and low impact for other population
groups. Text messaging will help resolve the issue of not being
able to receive auditory information by providing a viable alternative.
Vibrating alerts and visual
indicators: Vibrating alerts are an alternative to auditory
alerts. Vibrating alerts are valuable for all users in various
situational contexts, such as a business meeting; but they really
enhance accessibility for people who are hard of hearing and
deaf, who may not otherwise be able to detect an incoming call.
Inclusion in design will have a high impact for users who are
deaf, a medium impact for users who are hard of hearing, and
a low impact for all other users. Vibrating alerts will help
resolve the issue of not being able to receive auditory information.
Visual indicators may be in the form of a change in text display
or a light. They serve as an alternative or supplement to vibrating
and auditory alerts. Visual indicators are particularly beneficial
for people who are deaf or hard of hearing . Inclusion in design
will have a high impact for users who are deaf, a medium impact
for those who are hard of hearing, and a low impact for all
others. Visual indicators will also help resolve the issue of
not being able to receive auditory information.
Cradle that attaches to mobility
aid: A mobile holder is a mounting mechanism that can
be attached to a wheelchair or other mobility aid or installed
in a car to provide a consistent, secure place to store the
cell phone. It also facilitates one-handed dialing by eliminating
the need to simultaneously hold the phone and manipulate the
controls. Mobile holders are particularly useful for people
with upper mobility impairments. Inclusion in design will have
a high impact for this group and a low impact for other groups,
and it will help resolve the issue of not being able to lift
and hold the device.
Raised area (nib) on the “5”
key: A nib is a raised area that helps users identify
the location of the center of the keypad so they can then determine
the position of the remaining keys. Given a standard telephone
keypad layout with the addition of nonnumeric keys, the nib
helps the user (particularly the user with a visual impairment)
find the “5” key, from which the remaining numeric
keys can be easily identified. Inclusion in design will have
a high impact for users who are blind, a medium impact for those
with low vision, and a neutral impact for other users. It will
help resolve the issue of not being able to locate and identify
controls.
Keypress feedback: Tactile
feedback results from the keys springing back to position once
pressed, and it is typically accompanied by a clicking sound.
Both feedbacks are indicators that the key has been pressed
and input accepted. Touchscreens lack both tactile and tonal
feedback. Inclusion of keypress feedback in design will have
a high impact for those who are blind, a medium impact for those
with low vision, and a low impact for other users.
TTY compatibility: A
TTY is a small device with a keyboard that allows the user to
type input rather than speak. This is then transmitted to the
person on the other end of the line, who must also have a TTY
device or use a relay service to translate from text to voice.
Inclusion of TTY compatibility in design will have a high impact
for people who are deaf or hard of hearing and a neutral impact
for other users. It will help solve the issue of not being able
to receive auditory information. Text messaging is a good alternative
to TTY if all parties have access to it.
Voice tag for menu navigation:
Voice tags are spoken commands that can be used to bypass keypress
inputs to control the phone. Voice tag use is quite common,
though it is most beneficial for those with vision and mobility
impairments who might otherwise not be able to make accurate
inputs. Inclusion in design will have a high impact for these
groups and a low impact for all others. It will resolve the
issues of not being able to locate and identify controls, not
being able to receive visual information, difficulty with inputting
information, and difficulty finding desired features.
Zoom display: A zoom
display provides the option to increase the text size, reducing
the number of lines of text available at any given time. Inclusion
in design will have a medium impact for users with low vision
and a low impact for others. It will help resolve the issue
of not being able to receive visual information.
Brightly backlit display: Backlighting
provides the option to adjust the screen lighting to accommodate
low-light conditions. This is useful for all individuals in
some contexts and is useful for users with low vision in a wider
variety of conditions. Inclusion in design will have a medium
impact for users with low vision and a low impact for all other
users. It will help resolve the issue of not being able to receive
visual information.
Adjustable volume: Volume
control is important for both auditory alerts and conversation.
It is particularly important for hard-of-hearing people, but
it is useful for all. Inclusion in design will have a medium
impact for hard-of-hearing people and a low impact for all other
users. It will help resolve the issue of not being able to receive
auditory information.
Icon/graphic menu: Pictorial
representations as text alternatives generally allow for more
information to be presented on a single screen. They are particularly
useful for people who might have a reading impairment. They
also provide the opportunity to declutter the screen, which
is useful for users who have low vision or cognitive disabilities
(if good metaphors are used). Inclusion in design will have
a medium impact for users with low vision and users with cognitive
disabilities (unless implemented with poor metaphors, in which
case it may have a negative impact for users with cognitive
disabilities). This will help resolve the accessibility issue
of difficulty interpreting textual information.
Audio cue capability:
Audio alerts are typically used to identify conditions such
as a low battery. They are most useful for those with vision
impairments and others in low-light conditions. Other people
enjoy auditory displays and will use them, though they do not
enhance their accessibility. Inclusion in design will have a
high impact for people who are blind, a medium impact for those
with low vision or upper mobility and cognitive disabilities,
and a low impact for all others. It will help resolve the issue
of not being able to receive visual information.
External audio output (via
headset): External audio output allows the user to carry
on a conversation without needing to hold the phone. Amplified
headsets enhance the sound output to increase the clarity of
the information. Amplification is not strictly volume level,
but more an intensity of different signals. Headsets help to
concentrate the sound at the ear while blocking out some environmental
noises. External audio is particularly useful for people who
have upper mobility disabilities; if implemented in design,
it will have a high impact. If the headset is amplified, it
will have a high impact for hard-of-hearing users and will help
resolve the issue of not being able to understand speech information.
It will have a low impact for other users.
Keys on the keypad that are
discernible by touch: Tactile separators typically provide
either raised or indented spaces between controls to assist
in tactile differentiation of numeric keys from other keys.
Inclusion in design will have a high impact for those who are
blind, a medium impact for those with upper mobility impairments,
and a low impact for all others. It will help resolve the issues
of not being able to locate and identify controls and not being
able to make accurate inputs.
Voiced menu options:
Voiced menu options provide verbal output of the different menu
screens, allowing the user to make appropriate inputs without
having to see the display. This greatly increases the number
of features that benefit a visually impaired user, in particular.
Inclusion in design will have a high impact for those who are
blind or have low vision, a medium impact for those with upper
mobility impairments, and a low impact for all others. It will
help resolve the issues of not being able to read text on the
screen or to locate and identify controls.
Screen magnifiers: Screen
magnifiers increase the size of the text on the display. Inclusion
in the design will have a high impact for those who have low
vision and a low impact for all other users. It will help resolve
the issue of not being able to read text on the screen.
Larger keys on the keypad:
Larger keys on the keypad increase the ability to accurately
press the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have poor fine motor control
and a low impact for all other users. It will help resolve the
issue of having difficulty making accurate inputs.
More space between keys on
the keypad: More space between the keys increases the
ability to differentiate the keys by touch and to accurately
press the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have an upper mobility impairment
and a low impact for all other users. It will help resolve the
issue of having difficulty locating controls and making accurate
inputs.
Talking battery-level indicators:
Talking battery-level indicators provide users who cannot see
the screen with necessary information about the need to charge
the phone. Inclusion in design will have a high impact for those
who are blind and have low vision and a low impact for all other
users. It will help resolve the issue of not being able to read
the display.
Talking signal-strength indicators:
Talking signal-strength indicators provide users who cannot
see the screen with necessary information about the availability
of coverage to successfully make and receive calls. Inclusion
in design will have a high impact for those who are blind and
have low vision and a low impact for all other users. It will
help resolve the issue of not being able to read the display.
Talking caller-ID: Talking
caller-ID provides users, particularly those with visual impairments,
with information about an incoming call. Caller-ID allows users
to identify the caller before answering the phone, permitting
the user to decide not to answer without worrying about missing
an important call. Inclusion in design will have a high impact
for those who are blind or have low vision and a low impact
for all other users. It will help resolve the issue of not being
able to read text on the screen.
Large fonts on the display:
Large fonts increase the text size on the display. Inclusion
in design will have a high impact for those with low vision,
a low impact for users who are blind, and a medium impact for
all other users. It will help resolve the issue of not being
able to read text on the screen.
Large display screens:
Large display screens reduce screen clutter and increase the
space available for larger text and graphics. Inclusion in design
will have a medium impact for low vision users and a low impact
for all others. It will help resolve the issue of not being
able to read text on the screen.
Simplified connector for power:
Simplified connectors for power allow the user to use a single
hand with minimal pinching or grasping to connect the power
cord to the device. Simplified connectors are not limited to
insertion in a single orientation. Inclusion in design with
have a medium impact for users who are blind, have low vision,
or have an upper mobility impairment, and a low impact for all
other users.
Simplified connector for headsets:
Simplified connectors for headsets allow the user to
use a single hand with minimal pinching or grasping to connect
the headset cord to the device. Simplified connectors are not
limited to insertion in a single orientation. Inclusion in design
with have a medium impact for users who are blind, have low
vision, or have an upper mobility impairment, and a low impact
for all other users.
Hearing aid compatibility:
Hearing aid compatibility includes both the ability for someone
using a hearing aid to use the cell phone without interference
and the ability to be in proximity of someone else using a cell
phone without experiencing interference. Inclusion in design
will have a high impact for users who are hard of hearing and
a low impact for all others. Hearing aid compatibility will
help resolve the issue of not being able to receive auditory
information.
Concave keys on the keypads:
Concave or inwardly curved keys help prevent fingers from slipping
off the keys, which often results in inadvertent activation
of adjacent keys. This type of key also increases the ability
to differentiate the keys from each other and from the surrounding
area on the device. Inclusion in design will have a medium to
high impact for users who are blind, have low vision, or have
an upper mobility impairment, and a low impact for all other
users. Concave keys will help resolve the issue of locating
controls and making accurate inputs.
Keys that can be operated without
human contact: Some individuals use pointing devices
or other mechanisms to help them reach or activate controls.
Some devices require moisture content or heat (characteristics
of touch) to activate the controls; these devices cannot be
used by someone who needs to use an alternative input device.
Controls that are operable without physical human contact will
have a high impact for someone with an upper mobility impairment
and a low impact for all other users.
Rubberized keys: Rubberized
keys help prevent fingers from slipping off the keys, which
often results in inadvertent activation of adjacent keys. Textured
keys also help the user differentiate the key itself from the
surface of the device, particularly if the keys are not raised
sufficiently. Inclusion in design will have a medium to high
impact for users who are blind, have low vision, or have an
upper mobility impairment, and a low impact for all other users.
Rubberized keys will help resolve the issues of locating controls
and making accurate inputs.
Speakerphone: A speakerphone
allows the user to carry on a conversation without needing to
hold the phone. This is particularly useful for people who have
upper mobility disabilities; if implemented in design, it will
have a high impact. It will have a low impact for other users.
A speakerphone will help resolve the issue of not being able
to receive auditory information.
Additional features that may enhance accessibility
are described in this discussion of an accessible phone: http://www.trace.wisc.edu/docs/phones/tcrd1/summary/index.htm.
These features include:
Key shape: Keys can
be shaped to be associated with their function. This can help
someone relying on the tactile sense to better differentiate
keys and may help those with cognitive disabilities to learn
the appropriate use of various controls. Inclusion in design
will have a high impact for people who are blind, a medium impact
for people who have cognitive disabilities, and a low impact
for all others.
Help request key: A
help request key allows the user to press a designated key and
then press another key to get information (verbal output), such
as the status of a function or the function name for the selected
key. Implementation in design will have a medium impact for
those who are blind and a neutral impact for all other users.
It will help resolve the issues of not being able to locate
and identify controls or not being able to receive visual information.
Key confirmation: Key
confirmation provides feedback about the selected option before
activation of the control. It then requires the user to confirm
the selection to implement activation. Key confirmation helps
to prevent accidental activation, which is especially common
for those who are blind or have upper mobility impairments.
Implementation in design will have a medium impact for both
of these groups and a neutral impact for others. (If key confirmation
is not optional, it might have a negative impact for other users
by slowing their transactions.) It will help resolve the issue
of having difficulty locating controls and making accurate inputs.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to cell phones address telecommunications (1194.23), self-contained
closed products (1194.25), functional performance requirements
(1194.31), and documentation (1194.41). Many of these regulations
have an impact on all users; others have a larger impact on one
disability group than another.
The following section 508 regulations are seen
as issues for cell phones:
- TTY compatibility.
- Verify that all controls
and keys are tactilely discernible without activating the controls
or keys. Many of the keys on cell phones do not have adequate
tactile separators or a sufficient nib on the “5”
key to facilitate tactile differentiation.
- The status of all locking
or toggle controls or keys must be visually discernible and
discernible either through touch or sound. The status of the
phone when it is locked is available only visually.
- When products provide auditory
output, the audio signal must be provided at a standard signal
level through an industry standard connector that will allow
for private listening. Some cell phones use proprietary connectors
- Verify that at least one
mode of operation and information retrieval is provided that
does not require user vision or, alternatively, that support
is provided for assistive technology used by people who are
blind or visually impaired. The majority of information is provided
through a text display on the cell phone, which cannot be seen
by a user who is blind
- At least one mode of operation
and information retrieval that does not require visual acuity
greater than 20/70 must be provided in audio and enlarged print
output, working together or independently, or support for AT
used by people who are visually impaired must be provided. Cell
phones do not provide voice output, and they typically do not
use more than a 10-point font, which is inadequate for someone
with low vision.
- Where audio information is
important for the use of a product, at least one mode of operation
and information retrieval shall be provided in an enhanced auditory
fashion, or support for assistive hearing devices must be provided.
While many cell phones are designated as hearing aid compatible
and loopsets are available for some phones, they do not work
for all people with hearing aids. Some cell phones also provide
insufficient volume control to assist those with hearing impairments.
Distance
Learning Software
Distance learning is an excellent option for people
with limited mobility or restricted schedules and those not near
an educational provider. There are some human limitations, however,
that make distance learning either inaccessible or difficult to
use. People who have visual impairments may have difficulty accessing
visual information and making accurate inputs. People who are
deaf or hard of hearing may have difficulty accessing auditory
information. People who have a mobility disability may have difficulty
making accurate inputs and responding quickly enough to prompts.
People who have cognitive disabilities may have difficulty understanding
the language and responding quickly enough to prompts. Each of
these challenges can be overcome, to some extent, through proper
design (Tabs, 2003).
Streaming media are audio and video distributed
in real time over the Internet. “Streaming” means
the file can be viewed and heard before it is fully downloaded.
An initial portion of the file is downloaded, or buffered, and
begins playing, while the remainder of the file arrives in a continuous
stream. Streaming media often refers not only to media distributed
in real time, but to any media downloaded from the Internet.
In general, two sets of users will benefit most
from streaming video that is accessible: people who are deaf or
hard of hearing, and those who are blind or have low vision. People
who are deaf or hard of hearing rely on captions to understand
the audio content. People who are blind or have low vision rely
on an audio description of the video content. However, as with
all universal design, everyone benefits when streaming media is
made accessible, even the provider of the streaming media. For
example, captions can be made searchable, allowing for a much
more elaborate video clip search and retrieval system. Captions
also make streaming media more accessible for individuals who
do not speak English, those for whom English is their second language,
and those for whom printed English is more accessible than spoken
English. Captions have also been shown to consistently improve
reading retention of presented material.
Background
There are two main pieces of legislation that dictate
accessibility of streaming media. The most obvious is the Americans
with Disabilities Act of 1990, which requires that all public
programs and services be accessible to people with disabilities.
The second and most relevant piece of legislation is section 508,
which was signed into law in August 1998 and became effective
in June 2001. Section 508 requires that E&IT used by the Federal
Government be accessible by people with disabilities and that
accessibility must be comparable to that provided to the public
without disabilities.
The provision of captioning for Internet video
streams is still in its infancy when compared to the captioning
of television programming. In some ways, captioning video streams
is a more challenging problem because of the number of different
video formats that must be considered. There is not at present
any single, predominant standard for the captioning of Internet
video streams. Several similar but distinct techniques are used;
the techniques that are available depend on the format of the
video stream. Three major formats are Apple’s Quicktime,
Microsoft’s Windows Media, and Real’s RealPlayer.
Each format has software bugs and some level of unreliability
with respect to captioning.
Windows Media
Windows Media Player adds captions using Microsoft’s
Synchronized Accessible Media Interchange (SAMI). SAMI is an extensible
markup language (XML) based text language. SAMI files contain
the actual captions, as well as information about when and how
the captions should display. SAMI is structured very similarly
to hypertext markup language (HTML), and many HTML formatting
tags are allowed in SAMI. Broadly speaking, SAMI files consist
of caption text with tags specifying the appearance of the text
and time tags that control when each caption should be displayed
(in terms of elapsed milliseconds from the start of the media
file). SAMI files can be created in any text editor, though using
a captioning program such as MAGpie to enter caption times simplifies
the process.
There are two ways of adding captions to a media
file. If the media file is embedded in a Web page (a practice
that is not recommended for accessibility), code can be added
to the Web page to display the captions along with the video.
The recommended method involves creating a third file, called
an active streaming XML (ASX) file. The ASX file is a pointer
file that contains details about the media presentation and tells
Windows Media Player which files (media and captions) to retrieve
and play.
RealPlayer
RealPlayer uses the Synchronized Multimedia Integration
Language (SMIL), developed by the World Wide Web Consortium (W3C),
to choreograph the presentation of video and captions. SMIL is
written as an XML application.
To caption a RealPlayer file, a RealText file containing
caption text, timing, and formatting information is created. The
RealText file can be created in any text editor, but using a captioning
program such as MAGpie to enter caption times simplifies the process.
Next, an SMIL file must be created that links the video (RealPlayer)
file and the caption (RealText) file, and creates the screen regions
in which the video and caption files will be played. Links to
the SMIL files must be provided in the form of real audio movie
(RAM) files. The link points to the RAM file, which in turn points
to the SMIL file, which in turn points to the RealPlayer and RealText
files. The video file can also be embedded in a Web page, but
this practice is not recommended because of the accessibility
problems it creates.
Quicktime
There are two methods for captioning Quicktime
movies. The first involves creating a Quicktime text track and
making it a part of the Quicktime movie. The result is a single
file that contains audio, video, and captions. Quicktime Pro is
required for this method. The second method involves creating
a text track movie as a separate file, which is then synchronized
with the movie with SMIL (as described above for RealPlayer).
In either case, a caption file must be created.
This file can be created using any text editor or by using MAGpie.
In the first method, Quicktime Pro is used to convert the caption
file to a text track and merge it with the video file. In the
second method, a separate SMIL file is created. There are a number
of ways to access captioned Quicktime movies. If the captions
are embedded in the movie, a direct link to the movie can be provided.
Quicktime movies (or SMIL files) can be embedded into Web pages;
this is an accessible option for Quicktime, because there is an
option to make the control bar visible on the screen. Code can
also be included in a Web page that will open a Quicktime movie
or SMIL presentation in the Quicktime player.
Task-Based Accessibility Analysis
The core functionality considered to be necessary
to effectively use distance learning programs consists of the
following:
- Logging in to the system
- Navigating the system
- Obtaining content—text,
auditory, visual (graphics, videos)
- Filling out forms
- Reading email messages
- Using Instant Messaging software
- Reading documents in Microsoft
Word format
- Reading documents in Adobe
PDF format
- Viewing presentations in
Microsoft PowerPoint format
- Using chat software
Additional functionality that is typically inherent
in distance learning design includes the following:
- Participating in audio or
video conferencing
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, and the design of the system being used. Accessibility
issues for each disability population were identified, along with
an impact rating for each issue. The issues identified and the
impact ratings assigned for each disability group can be found
in the appendix to the online version of this report.
Accessibility Features
A review of various distance learning providers’
marketing data produced features identified as accessible design
components. Each of these components is listed, along with a description
of the component and an assessment of the usefulness of the feature
for disability groups. Some of these features may have been designed
with a particular disability population in mind; others may have
been designed simply as desirable features. In many cases, the
accessibility features benefit or are used by a variety of people,
and they may be considered to provide universal access. Each of
the accessibility features listed below is a function of the distance
learning software as well as the content developed by an administrative
user of the software. Each of the features has the capability
to be implemented in distance learning if the content developers
include it in the course materials. Distance learning vendors
provide guidance for course developers that addresses many of
these issues.
Use of alt tags: Alt
tags provided with images allow screen reader users to obtain
information about the images that are present on the page. Without
alt tags, a blind person using a screen reader may know only
that an image is present but will have no idea what it represents.
In addition, alt tags can be used as a means to ignore images
that exist for aesthetic reasons and do not provide important
information by providing blank or null alt text for the image,
which simplifies the process of obtaining information through
a screen reader. Implementation in design will have a high impact
for those who are blind, a medium impact for those who have
low vision, and a low impact for all others. It will help resolve
the issue of being unable to receive important visual information,
and in some cases, of having difficulty interpreting visual
information.
Synchronized multimedia:
Multimedia can consist of text, video, audio, and other content.
Sometimes multiple sensory outputs are provided but not directly
in parallel, which can be confusing for the individual performing
multiple sensory processing. Multimedia should be synchronized
with the material, or there should be linked multimedia files
containing synchronized equivalent alternatives to assist those
who may benefit from redundant information sources. Synchronized
multimedia will have a medium impact on most users.
All information conveyed with
color is also available without color: Color is a very
good tool for grouping controls or identifying important information,
as long as the viewer can see and differentiate color. Color
provides a means to create contrast, code objects, and provide
meaning without words. However, some people with visual impairments
cannot benefit from the use of color, and the meaning may be
lost to some people with cognitive disabilities. Therefore,
while color is useful and should be used, it should not be the
only means to differentiate objects, provide structure, or present
useful information. Anything represented with color should also
be available without color. Following this guideline in design
will have a high impact for users who are blind or have low
vision, a medium impact for users with cognitive difficulties,
and a low impact for other users. Ensuring that no information
is conveyed with color alone will help resolve the issues of
not being able to receive important visual information and not
being able to interpret some visual information.
Documents are organized so
they are readable without requiring an associated style sheet:
When documents require style sheets, individuals may not be
able to control the appearance (font size, etc.) of the information
on the page or to use their own customized style sheet. This
may create problems for those who use screen readers. Implementing
pages that are readable without style sheets will have a high
impact for those with visual impairments. It will help resolve
the issue of not being able to receive visual information.
Only client-side image maps
are used (or, redundant text links are provided for each active
region of a server-side image map): Client-side image
maps make information available to people browsing with nongraphical
user agents and offer immediate feedback as to whether or not
the pointer is over an active region. Implementation of only
client-side image maps in design will have a high impact for
users who are blind and a medium impact for those with low vision.
There will be a low impact for all other users. It will help
resolve the issue of not being able to receive visual information.
Row and column headers are
provided for data tables in order to take advantage of newer
screen reader capabilities to process this additional information:
Tables that are not constructed in an organized fashion with
headers to describe the row and column contents are very difficult
to interpret for someone relying on a screen reader. Headers
can help the individual determine the organization of the information
being presented. This facilitates navigation through the table
and comprehension of the information contained in the table.
Implementation in design will have a high impact for those who
are blind, a medium impact for those who have low vision, and
a neutral impact for all others. It will help resolve the issue
of not being able to receive visual information.
Framesets are titled to facilitate
identification and navigation: Frame titles let users
know, for example, whether they are in the navigation frame
or the content frame. Providing titles helps a person using
a screen reader distinguish the organization of the information
and facilitates navigation. Implementation in design will have
a high impact for people who are blind and a low impact for
all other users. It will help resolve the issue of not being
able to receive visual information.
Pages are designed to avoid
causing the screen to flicker with a frequency greater than
2 Hz and lower than 55 Hz: Some flicker frequencies can
induce visual seizures. Flicker is most often an issue for animations,
and pages should be designed so that only appropriate animations
are used. Moving content can cause difficulty for people with
low vision and cognitive disabilities, particularly if they
must react at the same speed to click an object, for example.
In addition, screen readers cannot read moving text. Implementation
in design will have a high impact for those who are susceptible
to visual seizures; a medium impact for those who have low vision,
cognitive disabilities, or upper mobility impairments; and a
low impact for other users. It will help resolve the issues
of not being able to receive visual information, having difficulty
interpreting visual information, and having difficulty making
inputs, particularly when there is a time constraint.
Dynamic scripting is not used
for content presentation: Dynamic scripting can be problematic
for screen readers, sometimes providing an inaccurate description
of the page content and preventing the user from receiving the
same information that can be obtained visually. Implementation
in design will have a high impact for users with no vision,
a medium impact for users with low vision, and a neutral impact
for other users. It will help resolve the issue of not being
able to receive visual information.
Plug-ins are supported as embedded
content or as automatically launched files: Some plug-ins
that require interaction will only work with mouse input, which
excludes a large number of users. Appropriately applied plug-ins
implemented in design will have a high impact for those who
are blind or have upper mobility impairments, a medium impact
for those with low vision, and a neutral impact for the remainder
of users. They will help resolve the issue of not being able
to receive visual information and make appropriate inputs.
Form labels are placed next
to the form input elements that are referenced, including input
boxes and radio buttons: This allows screen reader users
to appropriately associate labels with the form elements. A
user should be able to fill out the form with either keyboard
or mouse input. Implementation in design will have a high impact
for those who have visual or cognitive disabilities and a low
impact for all other users. It will help resolve the issues
of not being able to receive visual information and of having
difficulty interpreting visual information.
For navigation links located
in the body of the main content page, code exists to allow screen
readers to detect and skip the navigation links: When
navigation links are in the main content page, they are read
each time the page is accessed. This can be very time-consuming
and unnecessary for someone using a screen reader to find or
review a part of the page. Providing a means for the user to
skip over the navigation links allows the user to read through
the page and get to the needed information more easily and quickly.
Implementation in design will have a high impact for those who
are blind and a medium impact for those with low vision. It
will help resolve the issue of not being able to receive visual
information.
Session timeout settings can
be modified by the system administrator to allow for more time,
if necessary: Some systems require an input within a
certain amount of time before they end the session; this provides
security and helps free up access to others. However, some people
cannot respond in appropriate time limits because they are using
a screen reader, which takes longer than expected to process
the page; they themselves are slow to process the page content;
or they have difficulty with fine motor control and making appropriate
inputs. If time-dependent settings can be controlled as needed
for individuals, it will have a high impact for those who are
blind or have cognitive disabilities or upper mobility impairments.
It will help resolve the issues of not being able to receive
visual information and having difficulty making inputs.
Online help documentation is
provided describing layout, context, functionality of each feature,
and instructions for using the features: Some systems
may use functionality that is atypical or not intuitive, particularly
for those who cannot visually explore the contents. Implementation
of online help documentation will have a medium impact for those
with visual or cognitive disabilities and a low impact for all
other users.
Additional features we feel would make a distance
learning program accessible include the following:
Screen reader compatibility:
Screen readers allow users to obtain information without visually
perceiving it. Visual information is translated into auditory
output that is read to the user. The most common users of screen
reading technology are those who are blind or have low vision.
Implementation in design will have a high impact for those who
are blind, a medium impact for those with low vision, and a
neutral impact for all others. Screen reading compatibility
will help resolve the issue of not being able to receive visual
information.
Printed materials available
in alternative formats: Alternative formats include large
print, Braille, and audio. They mostly benefit users with visual
impairments, providing a high impact for that user group. Distribution
of documents in an accessible electronic format that is convertible
is often preferred. It will help resolve the issue of not being
able to receive visual information.
Uncluttered pages, pages that
are well organized, and pages that don’t have backgrounds
that interfere with processing foreground information:
Pages with a lot of information, colors, patterns, and movement
can be very difficult for some people to process. Avoiding these
things in design will have a medium impact on those with low
vision and cognitive disabilities. It will help resolve the
issues of having difficulty receiving and interpreting visual
information and having difficulty finding desired features.
Consistent layouts from page
to page: Information that is organized in a similar fashion
from one page to the next helps the user to quickly find items
of interest. Implementation in design will have a medium impact
for those who have a cognitive disability and a low impact for
all other users. It will help resolve the issues of having difficulty
receiving and interpreting visual information and having difficulty
finding desired features.
Closed-captioned video:
Videos, audio clips, and live presentations naturally have audio
output, but they do not readily have comparable visual output
available. Graphics and text to describe the audio information,
particularly direct transcriptions, can greatly enhance the
accessibility of this information for those with hearing impairments,
having a high impact for this population of users. It will help
resolve the issue of not being able to receive auditory information.
A text-only page, with equivalent
information or functionality, should be provided when accessibility
cannot be achieved in any other way: The content of the
text-only page should be updated whenever the primary page changes.
This will have a high impact for those who are blind, a medium
impact for those with low vision, and a low impact for other
users. It will help solve the issue of not being able to receive
visual information.
User manuals in alternative
formats: Alternative formats include large print, Braille,
and audio. Inclusion in design will have a high positive impact
for users who are blind or have low vision, possibly the same
for those with hearing impairments (depending on the original
format), and no impact for other disability populations. It
will help resolve the issue of not being able to receive visual
(and possibly auditory) information.
Screen magnifier compatibility:
A screen magnifier increases the size of the display and button
labels to enhance the readability for those with low vision.
It is an alternative, particularly if adjustable screen resolution
and font size are unavailable. Implementation in design will
have a medium impact for those with low vision and a neutral
impact for other users. It will help resolve the issues of not
being able to receive visual information and not being able
to locate and identify controls.
Adjustable font sizes:
Small fonts are very difficult to read for users with low vision,
who typically need to squint or use a magnifying glass to read
them. They are also more difficult to read under low-light conditions
and when users are fatigued. Implementation in design of adjustable
font sizes will have a high impact on users with low vision
and, with the exception of people who are blind, a low impact
on all other users. It will help resolve the issue of not being
able to receive visual information.
Adjustable contrast:
Adjustable contrast provides the option for users to adjust
the color or brightness of the foreground and background colors
to increase clarity. Inclusion in design will have a high impact
for those with low vision and most users under very bright-
or low-light conditions. It will have a low impact for other
disability populations. Adjustable contrast will help resolve
the issue of not being able to receive visual information.
Graphics that are described
in detail: Graphics may be impossible to see for a person
who is blind, difficult to see and interpret for those who have
low vision, and difficult to understand for those who do not
learn well from pictures. Inclusion of detailed descriptions
will have a high impact for those who are blind or have low
vision, and a low to medium impact for all other users. Described
graphics will help resolve the issue of not being able to receive
visual information.
Video that is described in
detail: Video may be impossible to see for a person who
is blind and difficult to see for those who have low vision
or are limited to small video screens with insufficient resolution.
Inclusion of detailed descriptions will have a high impact for
those who are blind or have low vision, and a low impact for
all other users. Described video will help resolve the issue
of not being able to receive visual information.
Adjustable volume: Volume
control is important for auditory information and alerts. This
is particularly important for hard-of-hearing people, but it
is useful for all. Inclusion in design will have a medium impact
for hard-of-hearing people and a low impact for all other users.
It will help resolve the issue of not being able to receive
auditory information.
Ability to request additional
time: Ability to request additional time allows the user
to be able to complete a transaction despite the need to use
more than the normal amount of allotted time to complete individual
transaction components. Inclusion in design will have a high
impact for most users, depending on the output mode (visual
or auditory) from the device. Additional time will help resolve
the issues of not being able to receive visual or auditory information
and having difficulty with control inputs.
Voice recognition: Voice
recognition allows the user to provide inputs verbally rather
than through mechanical keypresses. Voice recognition is particularly
useful for those who cannot see to make the correct inputs or
cannot reach or have difficulty activating mechanical controls.
Implementation in design will have a high impact for those who
are blind, a medium impact for those who have low vision or
an upper mobility impairment, and a low impact for other users.
It will help resolve the issues of having difficulty entering/inputting
information, difficulty making accurate inputs, difficulty lifting
and holding the device, and possibly difficulty finding desired
features and interpreting visual information.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to distance learning address software applications and operating
systems (1194.21), Web-based Intranet and Internet information
and applications (1194.22), video and multimedia products (1194.24),
functional performance requirements (1191.31), and documentation
(1191.41). Many of these regulations have an impact on all users;
others have a larger impact on one disability group than another.
The following section 508 regulations are seen
as issues for distance learning:
- Sufficient information about
a user interface element, including the identity, operation,
and state of the element, must be available to assistive technology.
When an image represents a program element, the information
conveyed by the image must also be available in text. The creators
of distance learning content do not always provide text equivalents
for graphical information. Some features of the software interface
are not recognized by screen readers.
- A text equivalent for every
nontext element must be provided (e.g., via “alt,”
“longdesc,” or in-element content). The creators
of distance learning content do not always provide text equivalents
for graphical information.
- Equivalent alternatives for
any multimedia presentation must be synchronized with the presentation.
Equivalent alternatives are often not provided and are typically
not synched when they are available.
- At least one mode of operation
and information retrieval must be provided that does not require
user vision or, alternatively, that support for assistive technology
used by people who are blind or visually impaired is provided.
Much content is provided in a graphical fashion that cannot
be seen by those with visual limitations and that cannot be
read by a screen reader.
- At least one mode of operation
and information retrieval that does not require user hearing
must be provided, or support for AT used by people who are deaf
or hard of hearing must be provided. Distance learning content
is often provided in an auditory fashion without closed-captioning
or text to accompany the output.
Personal
Digital Assistants
Despite their popularity and their capabilities,
PDAs are not accessible to everyone. There are some human limitations
that make PDAs either inaccessible or difficult to use (and therefore
perhaps undesirable). People who have visual impairments may have
difficulty accessing visual information and providing accurate
inputs. People who are deaf or hard of hearing may have difficulty
detecting auditory alerts. People who have a mobility disability
may have difficulty simultaneously handling the PDA and manipulating
the controls. People who have cognitive disabilities may have
difficulty understanding metaphors and jargon and remembering
how to access information. Each of these challenges can be overcome,
to some extent, through proper design.
Background
Personal digital assistants are popular for both
personal and business use. There are thousands of applications
available for PDAs, many of them free, that support a wide range
of activities. PDAs have the potential to provide benefits to
individuals with disabilities, but they are not currently accessible
to all users. Users generally interact with PDAs by use of a small
stylus for input and a small screen for output, producing barriers
for users with visual or mobility impairments in particular.
Text Input and Output
To assist people who are unable to use the stylus,
nearly all PDAs support the attachment of various types of keyboards,
including those that support one-handed typing such as the halfkeyboard.
The AlphaPad is a software application for PalmOS
and Window CE that uses a 12-key keyboard along with word prediction
software. The keyboard is displayed on a touchscreen, so fine
motor control is necessary, but it could be useful for low-mobility
users. Thumbscript is another text-entry system that uses gestures
on a nine-button grid to produce characters. It is compatible
with any device having eight actuation points arranged radially
around a center and may be useful for users with mobility impairments.
There are a number of other variations on stylus-based text entry,
as well.
Several products provide some degree of voice interaction
with PDAs. IBM has released a version of its ViaVoice application
for Pocket PCs. This application serves as a text-to-speech screen
reader and also allows user input utilizing a limited command
vocabulary. ScanSoft’s Dragon PDsay provides similar functionality
for Pocket PCs. Both of these products are command-based and don’t
support dictation or application-specific functionality beyond
a basic core set of popular applications.
Display Features
TealMagnify is a screen magnifier for PalmOS that
may be of use to people with visual impairments, although it requires
users to touch a button on the PDA to activate it and apparently
produces rather pixilated results.
For users with low vision, many PDAs are now available
with bright color displays. Palm claims that some (but not all)
of its color models provide a variety of color and contrast adjustments
for users with visual impairments, and there are a number of third-party
applications that allow customization of display colors. Pocket
PCs apparently can also be modified to provide a higher contrast
color scheme.
PDAs Designed Specifically for Users with Disabilities
Enkidu makes a line of portable communication devices
known as the IMPACT family that is designed specifically for users
with various disabilities. These devices provide speech output
and support input via touchscreen, integrated buttons, keyboard,
or external switches.
Task-Based Accessibility Analysis
The core functionality considered to be necessary
to effectively use a PDA consists of the following:
- Locating the PDA
- Turning the PDA on and off
- Storing an appointment
- Recalling an appointment
- Viewing the calendar
- Using the calculator
- Making and retrieving a memo
or notes
- Storing contact information
- Recalling contact information
- Reading/composing/sending
email
- Making and retrieving a TO
DO list entry
- Syncing with a computer
- Adjusting screen contrast
- Adjusting font sizes
- Receiving an alert
- Detecting battery status
- Charging or replacing batteries
- Installing software
Additional functionality that is typically inherent
in PDA design includes the following:
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, and the design of the PDA. Accessibility issues for
each disability population were identified (taken in part from
www.techdis.ac.uk/PDA/front.htm), along with an impact rating
for each issue. The disability populations include people who
have an impairment resulting from environmental or situational
factors. The issues identified and the impact ratings assigned
for each disability group can be found in the appendix to the
online version of this report.
Accessibility Features
A review of various PDA manufacturers’ marketing
data produced few features identified as accessible design components.
Each accessibility feature is listed, along with its description,
a determination of availability in the product line, and an assessment
of whether the feature actually improves accessibility.
Screen reader compatibility: Screen readers allow
users to obtain information without the need to perceive it
visually. Visual information is translated into auditory output
that is read to the user. The most common users of screen reading
technology are people who are blind or have low vision. Implementation
in design will have a high impact for these groups and a neutral
impact for other groups. It will help resolve the issue of not
being able to receive visual information. Jaws and other screen
readers are not available for mainstream PDAs. ViaVoice is available,
but it is designed more for voice input than output, and output
is very limited. ViaVoice provides some options for a person
who is blind trying to use a PDA, but it is not a substitute
for a screen reader.
Additional features that would make a PDA accessible
include the following (taken in part from www.techdis.ac.uk/PDA/front.htm):
Adjustable display resolution:
Display resolution affects the quality of the visual images
provided as well as the amount of information that can be seen
at a single time. Someone with low vision, for example, may
need a lower display resolution, which increases the size of
the images, in order to clearly interpret the information provided.
Thus, allowing the display resolution to be adjusted enhances
the accessibility for various individuals. If implemented in
design, it will have a high impact on those with low vision
and, with the exception of people who are blind, a medium impact
on other users. It will help resolve the issue of not being
able to receive visual information.
Adjustable font size:
Small fonts are very difficult to read for users with low vision,
who typically need to squint or use a magnifying glass to read
them. They are also more difficult to read under low-light conditions
and when users are fatigued. Implementation in design of adjustable
font sizes will have a high impact on users with low vision
and, with the exception of people who are blind, a low impact
on all other users. It will help resolve the issue of not being
able to receive visual information.
Adjustable contrast control:
Adjustable contrast provides the option for users to adjust
the color or brightness of the foreground and background shades
to increase clarity. Ease of contrast adjustment, for example,
through a hardware control, greatly improves the accessibility
for many individuals, but it could mean the difference between
being able to use the PDA and not for a low-vision user. Inclusion
in design will have a high impact for those with low vision
and most users under very bright- or low-light conditions. It
will have a low impact for other disability populations. Adjustable
contrast will help resolve the issue of not being able to receive
visual information.
Ability to adjust screen colors:
Adjustable color provides the option for users to adjust the
color or brightness of the foreground and background colors
to increase clarity. Inclusion in design will have a high impact
for those with low vision and for most users under very bright-
or low-light conditions. It will have a low impact for other
disability populations. Adjustable color will help resolve the
issue of not being able to receive visual information.
Good screen lighting:
Adjustable screen lighting accommodates low-light conditions.
This is useful for all individuals in some contexts and can
also be useful for users with low vision in a wider variety
of conditions. Inclusion in design will have a medium impact
for users with low vision and a low impact for all other users.
It will help resolve the issue of not being able to receive
visual information.
Buttons with good tactile quality:
Buttons that have texture and are not slick are easier to distinguish
by feel and to use without slipping and accidentally activating
an adjacent control. Implementation in design will have a medium
impact on those who are blind and those with upper mobility
impairments. It will help resolve the issues of having difficulty
locating and identifying controls and difficulty making accurate
inputs.
Adequately sized button labels
and symbols: Users with low vision may have difficulty
reading small labels or interpreting small symbols, particularly
under low-light conditions. Implementation in design of adequately
sized text and graphics on buttons will have a high impact on
users with low vision and, with the exception of people who
are blind, a low impact on all other users. It will help resolve
the issues of not being able to receive visual information and
not being able to locate and identify controls.
Voice recognition: Voice
recognition provides the option to provide inputs verbally rather
than through mechanical keypresses. This is particularly useful
for those who cannot see to make the correct inputs or cannot
reach or have difficulty activating mechanical controls. Implementation
in design will have a high impact for those who are blind, a
medium impact for those who have low vision or an upper mobility
impairment, and a low impact for other users. It will help resolve
the issues of having difficulty entering/inputting information,
difficulty making accurate inputs, difficulty lifting and holding
the device, and possibly the difficulties of finding desired
features and interpreting visual information.
Screen magnifier compatibility:
An external screen magnifier increases the size of the display
and button labels to enhance the readability for those with
low vision. It is an alternative, particularly if adjustable
display resolution and font size are unavailable. Implementation
in design will have a medium impact for those with low vision
and a neutral impact for other users. It will help resolve the
issues of not being able to receive visual information and not
being able to locate and identify controls.
Good use of visual metaphors;
simple graphical navigational aids: Graphics are very
useful for people who have difficulty reading text. Graphics
can help declutter a display by reducing the need for text.
Implementation in design will have a high impact on the cognitively
disabled, a medium impact for those with low vision, a neutral
impact for people who are blind, and a low impact for all other
users. It will help resolve the issues of not being able to
receive or understand visual information and not being able
to find desired features.
Clear menu structures:
Simple menus and information organization help all users find
the information they are looking for in a timely fashion. They
require fewer inputs, which can be very beneficial for those
who have trouble finding or manipulating controls. Implementation
in design will have a high impact for all users. It will help
resolve the issues of not being able to receive or understand
visual information and not being able to find desired features.
Auditory, visual, and vibrating
alerts: Alerts provided in a redundant fashion assist
users with specific physical impairments as well as those who
encounter a situation in which the normal alerting mode is insufficient.
Implementation in design will have a high impact for users who
are visually or hearing impaired and a medium impact for all
other users. It will help resolve the issue of not being able
to receive visual or auditory information.
Use of simple language (not
PDA-specific technical jargon): Some individuals may
have difficulty using a device simply because they do not understand
the terms that are used to refer to various features. Implementation
of simple language will have a high impact on users who have
a cognitive disability and a medium impact on all other users.
It will help resolve the issues of not being able to respond
in the allotted period of time or not being able to interpret
visual information.
Minimal force requirement for
activating controls: The effort required to activate
a control may be more than an individual can provide, preventing
that individual from using the device. Implementation of minimal
force will have a high impact for users with upper mobility
impairments and a low impact for all other users. It will help
resolve the issue of not being able to make inputs.
Input alternatives other than
stylus and touchscreen controls (e.g., keyboard): Users
who cannot see or who have difficulty controlling certain input
devices benefit from having an alternative input mechanism.
Implementation in design will have a high impact for users who
are blind, have low vision, or have an upper mobility impairment.
It will have a low impact for all other users. It will help
resolve the issue of not being able to provide inputs.
Choice of stylus size and style:
A stylus is typically a very thin, smooth-surfaced pointing
device, which can be difficult for some individuals to hold
onto. Implementation of choice of styli will have a high impact
on those with upper mobility impairments and a neutral impact
on all other users. It will help resolve the issue of not being
able to make accurate inputs.
PDA cases designed with materials
that increase friction and grip: A PDA case typically
houses the PDA device, even while in use. The case adds to the
size and potentially awkward shape of the device, which can
be cumbersome for some users. Implementation of friction in
design will provide a medium impact for users with upper mobility
impairments and a neutral impact for all other users. It will
help resolve the issue of not being able to lift and hold the
device.
An overall shape and size (weight)
that allows the device to be comfortably held in the average
adult hand: The shape and size of a PDA can affect the
ability to hold the device and, specifically, to hold and manipulate
the device simultaneously. A lightweight contoured shape will
have a high medium impact on users with upper mobility impairments
and a low impact on all other users. It will help resolve the
issue of not being able to lift and hold the device.
The availability or feasibility
of mounting brackets for use with a desk or wheelchair or in
a fixed location: A mobile holder is a mounting mechanism
that can be attached to a wheelchair or other mobility aid or
installed in a car to provide a consistent, secure place to
store the PDA. When using a PDA, people often hold the device
with one hand and make inputs with the other. This is problematic
for people who may be unable to hold and manipulate the device
simultaneously. However, if the device were constructed so it
could be secured to another surface to handle the “holding
component” of using the PDA, it would increase the accessibility
for those with an upper mobility impairment. If implemented
in design, this feature will have a high impact for those with
upper mobility impairments and a low impact for other groups.
It will help resolve the issue of not being able to lift and
hold the device.
Adjustable zoom: A zoom
display provides the option to increase the text size predefined
amounts, reducing the number of lines of text available at any
given time. Inclusion in design will have a medium impact for
users with low vision and a low impact for others. It will help
resolve the issue of not being able to receive visual information.
Availability of user-defined
alerts: Auditory alerts sometimes accompany visual alerts,
which can help differentiate one from another. For those who
cannot see, however, or for people who are hard of hearing,
a way to make the alerts more distinct and meaningful for will
increase the user’s ability to process and make use of
the auditory alerts by themselves. Implementation in design
will have a high impact for those who are hard of hearing or
have visual impairments and a low impact for all other users.
It will help resolve the issues of not being able to receive
visual information and difficulty receiving auditory information.
User manuals in alternative
formats: Alternative formats include large print, Braille,
and audio. Inclusion in design will have a high impact for users
who are blind or have low vision, a medium impact for users
with upper mobility impairments, and no impact for other disability
populations. It will help resolve the issues of not being able
to read or handle printed materials.
Large fonts on the display:
Large fonts on the display increase the text size for circumstances
in which small text is difficult to read. Inclusion in design
will have a high impact for those with low vision, a low impact
for users who are blind, and a medium impact for all other users.
It will help resolve the issue of not being able to read text
on the screen.
Large display screens:
Large display screens reduce screen clutter and increase the
space available for larger text and graphics. Inclusion in design
will have a medium impact for low vision and cognitively disabled
users and a low impact for all others. It will help resolve
the issue of not being able to read text on the screen.
High-contrast displays:
High contrast provides the option for users to adjust the color
or brightness of the foreground and background colors so that
the text stands out from the background, increasing readability.
Inclusion in design will have a high impact for those with low
vision and most users under very bright- or low-light conditions.
It will have a low impact for other disability populations.
High contrast will help resolve the issue of not being able
to receive visual information.
Large keys: Large keys
on the keypad increase the ability to accurately press the desired
key without inadvertently pressing any adjacent keys. Inclusion
in design will have a medium impact for those who are blind,
have low vision, or have poor fine motor control, and a low
impact for all other users. It will help resolve the issue of
having difficulty making accurate inputs.
More space between keys:
More space between the keys increases the ability to differentiate
the keys by touch and to accurately press the desired key without
inadvertently pressing any adjacent keys. Inclusion in design
will have a medium impact for those who are blind, have low
vision, or have an upper mobility impairment, and a low impact
for all other users. It will help resolve the issue of having
difficulty locating controls and making accurate inputs.
Keys that are discernible by
touch: Tactile separators typically provide either raised
or indented spaces between controls to assist in tactile differentiation
of numeric keys from other keys. Inclusion in design will have
a high impact for those who are blind, a medium impact for those
with upper mobility impairments, and a low impact for all others.
It will help resolve the issues of not being able to locate
and identify controls and not being able to make accurate inputs.
Simplified connector for power:
A simplified power connector allows the user to use a single
hand with minimal pinching or grasping to connect the power
cord to the device. Simplified connectors are not limited to
insertion in a single orientation. Inclusion in design will
have a medium impact for users who are blind, have low vision,
or have an upper mobility impairment, and a low impact for all
other users.
Simplified connector for headsets:
A simplified headset connector allows the user to connect the
headset cord to the device with a single hand with minimal pinching
or grasping. Simplified connectors are not limited to insertion
in a single orientation. Inclusion in design will have a medium
impact for users who are blind, have low vision, or have an
upper mobility impairment, and a low impact for all other users.
Adjustable timeouts:
Adjustable timeouts allow the individual to set the amount of
time for features that have timeout settings. This accommodates
those who may be slower in making inputs or who prefer to minimize
the number of inputs, which may increase when a setting times
out. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have upper mobility impairments.
Adjustable timeouts will help resolve the issues of not being
able to receive visual information or to respond within an allotted
period of time.
Ability to request additional
time: Ability to request additional time allows the user
to complete a transaction despite the need to use more than
the normal amount of allotted time to complete individual transaction
components. Inclusion in design will have a high impact for
most users, depending on the output mode (visual or auditory)
from the device. Additional time will help resolve the issues
of not being able to receive visual or auditory information,
not being able to reach controls, and not being able to grasp
objects.
Adjustable volume: Volume
control is important for auditory alerts. It is particularly
important for hard-of-hearing people, but it is useful for all.
Inclusion in design will have a medium impact for hard-of-hearing
people and a low impact for all other users. It will help resolve
the issue of not being able to receive auditory information.
Concave keys on the keypads:
Concave or inwardly curved keys help prevent fingers from slipping
off the keys, which often results in inadvertent activation
of adjacent keys. This type of key also increases the ability
to differentiate the keys from each other and from the surrounding
area on the device. Inclusion in design will have a medium to
high impact for users who are blind, have low vision, or have
an upper mobility impairment, and a low impact for all other
users. Concave keys will help resolve the issue of locating
controls and making accurate inputs.
Keys that can be operated without
human contact: Some individuals use pointing devices
or other mechanisms to help them reach or activate controls.
Some devices require moisture content or heat to activate the
controls; these devices cannot be used by someone who needs
to use an alternative input device. Controls that are operable
without physical human contact will have a high impact for someone
with an upper mobility impairment and a low impact for all other
users.
Rubberized keys: Rubberized
keys help prevent fingers from slipping off the keys, which
often results in inadvertent activation of adjacent keys. Textured
keys also help the user differentiate the key itself from the
surface of the device, particularly if the keys are not raised
sufficiently. Inclusion in design will have a medium to high
impact for users who are blind, have low vision, or have an
upper mobility impairment, and a low impact for all other users.
Rubberized keys will help resolve the issue of locating controls
and making accurate inputs.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to PDAs address self-contained closed products (1194.25), functional
performance requirements (1191.31), and documentation (1191.41).
Many of these regulations have an impact on all users; others
have a larger impact on one disability group than another.
The following section 508 regulations are seen
as issues for PDAs:
- Verify that all controls
and keys are tactilely discernible without activating the controls
or keys. Since the PDA system is primarily touchscreen-based,
it is not possible to have tactilely discernible controls unless
they are redundant with hardware controls.
- Verify that this self-contained
product is usable by people with disabilities, without requiring
the end-user to attach assistive technology to the product.
There is very little a user who is blind can accomplish with
a PDA without the assistance of voice output. Unfortunately,
screen reader software is not yet available for a PDA.
- Verify that at least one
mode of operation and information retrieval is provided that
does not require user vision or, alternatively, that support
for AT used by people who are blind or visually impaired is
provided. As indicated above, there is very little a user who
is blind can accomplish with a PDA without the assistance of
voice output. Unfortunately, screen reader software is not yet
available for a PDA.
- Provide at least one mode
of operation and information retrieval that does not require
visual acuity greater than 20/70 in audio and enlarged print
output, working together or independently, or provide support
for AT used by people who are visually impaired. PDAs do not
provide voice output, and they typically do not use more than
a 10- or 12-point font, which is inadequate for someone with
low vision. Increased font size is available only for a limited
application set.
Televisions
There are some human limitations that make TVs
either inaccessible or difficult to use. People who have visual
impairments may have difficulty perceiving visual information
and providing accurate inputs. People who are deaf or hard of
hearing may have difficulty perceiving auditory information. People
who have a mobility disability may have difficulty activating
controls. People who have cognitive disabilities may have difficulty
understanding control options.
Background
Television is the medium that entertains, informs,
and educates; it can also serve as a companion to people who,
because of circumstances beyond their control, are confined to
their homes. Traditionally, people have used TV to get news reports
and watch movies, sports events, and sitcoms. However, televisions
are not currently accessible to all users. Certain services have
become available to make television more accessible to users with
disabilities. Closed-captioning and real-time captioning for live
broadcasts have made televisions more accessible to users with
hearing impairments by allowing them to understand the auditory
portion of television programs. Descriptive video services have
increased accessibility for users with visual impairments by allowing
them to better understand the visual portion of television programs.
New challenges to accessibility have been posed with the rise
of digital television and interactive services, but accessible
design solutions have been proposed to overcome the barriers associated
with this new technology.
Closed-Captioning
In 1970, the National Bureau of Standards began
investigating the possibility of using a portion of the network
television signal to broadcast time information in a part of the
signal not used for picture information. The American Broadcasting
Company (ABC) network took part in this project; and although
the project didn’t work, ABC suggested that it might be
possible to send captions in the unused bandwidth.
In 1971, two captioning technologies were demonstrated
at the First National Conference on Television for the Hearing
Impaired. A second demonstration was held at Gallaudet College
on February 15, 1972. In the second demonstration, ABC presented
closed-captions embedded in the normal broadcast of The Mod Squad.
The Federal Government agreed to fund the development and testing
of captioning.
In 1973, engineers at the Public Broadcasting System
(PBS) started working on the project under contract to the Bureau
of Education for the Handicapped of the Department of Health,
Education, and Welfare. The closed-captioning system was successfully
tested that year in Washington, D.C., with the captions being
broadcast using Line 21 of the vertical blanking interval. In
1976, the FCC set aside Line 21 for the transmission of closed-captions
in the United States.
The first closed-captioned television series was
broadcast on March 16, 1980. In 1982, the National Captioning
Institute (NCI) developed real-time captioning for use in newscasts,
sports events, and other live broadcasts.
NCI partnered with the ITT Corporation in the late
1980s to develop the first caption-decoding microchip that could
be built directly into new television sets in 1989. In 1990, the
Television Decoder Circuitry Act was passed. This Act mandated
that, by mid-1993, all new television sets 13 inches or larger
manufactured for sale in the United States must contain caption-decoding
technology.
Also in 1990, the Americans with Disabilities Act
was passed. Title III of the ADA requires that public facilities,
such as hospitals, bars, shopping centers, and museums (but not
movie theaters), provide access to verbal information on televisions,
films, or slide shows. (Captioning is considered one way of making
this information available.) Federally funded public service announcements
must also be captioned.
To implement the closed-captioning requirements
of the Telecommunications Act of 1996, the FCC established rules
and implementation schedules for the captioning of television
programming. These rules went into effect on January 1, 1998,
and established an eight-year transition period for new programming.
(At the end of the transition period, 100 percent of nonexempt
new programs must be captioned.) A similar schedule was established
for the captioning of Spanish-language programming.
Section 508 of the Rehabilitation Act, as strengthened
by the Workforce Investment Act of 1998, requires that federal
agencies make their E&IT accessible to people with disabilities,
including employees and the general public. The requirements of
section 508 apply to an agency’s procurement of E&IT,
as well as to the agency’s development, maintenance, or
use of E&IT. All training and informational video and multimedia
productions that support the agency’s mission, regardless
of format, must be open- or closed-captioned if they contain speech
or other audio information necessary for the comprehension of
the content. All training and informational video and multimedia
productions that support the agency’s mission, regardless
of format, must include an audible description of the video content
if they contain visual information necessary for the comprehension
of the content.
By 1998, new standards for captioning in high definition
television (HDTV) were being created. These new standards greatly
expanded the capabilities of captioning for HDTV, including—
- Variable-size captions
- Multiple fonts and colors
- Different font and background
styles
- More information bandwidth
- A larger symbol set
In addition to the obvious benefits to deaf and
hard-of-hearing persons, captioned television is a valuable tool
for young children who are learning to read, illiterate adults
who are learning to read, children and adults with learning disabilities,
people in public places, and people learning English as a second
language.
Descriptive Video Service
Descriptive video information or descriptive video
service (DVS) enables visually impaired people to better understand
the visual portions of television programs. A TV program with
DVS has an additional audio track with a narrator describing the
setting, what actions are taking place, who is talking, and any
other important information that a visually impaired person would
not be able to see. The narration is timed so that the narration
does not interfere with dialog.
The roots of DVS date back to the 1960s, when some
attempts were made to fill in the gaps for Star Trek episodes
through audio cassettes. In the 1970s, a former radio broadcaster
began describing movies on a radio station in Philadelphia. In
1981, Margaret Pfanstiehl began describing live theatrical performances
in Washington, D.C., and later developed descriptive techniques
and described some programs that were broadcast over the radio
reading service.
In 1985, stereo television broadcasting began.
WGBH, a Boston public television station, began exploring possible
ways to use the secondary audio program (SAP) audio channel to
carry narrated descriptions of a program’s key visual elements.
The goal was to eliminate the need for a specially developed assistive
device in order to receive the descriptions.
In 1988, the Corporation for Public Broadcasting
awarded WGBH a grant to develop a complete business and operational
plan for the permanent establishment of DVS. At the same time,
WGBH funded all aspects of a national test of the service that
was conducted in conjunction with PBS and other groups.
In 2000, spurred by the major networks’ failure
to voluntarily offer DVS, the FCC mandated the provision of DVS
by broadcasters; but various groups (including the National Association
of Broadcasters, the Motion Picture Association of America, and
the National Cable and Telecommunications Association) challenged
the mandate in court. They claimed that the FCC exceeded its authority
and, by compelling speech, violated the First Amendment. The core
of the issue appeared to be one of cost.
Under the FCC measure, network affiliates would
have to offer four hours a week of prime time or children’s
shows by June 2002; cable and satellite operators would have a
similar requirement for top networks. Certain programming, including
live news, sports, and talk shows, would be exempt.
There were a number of legal decisions between
2000 and 2002, with courts variously upholding and overturning
the FCC mandate. In mid-June 2003, Senator John McCain introduced
a bill (S. 1264, FCC Reauthorization Act of 2003) that would reinstate
the FCC mandate. The bill was approved by the Senate Committee
on Commerce, Science, and Transportation and is now awaiting approval
by the full Senate. There is no House bill as of this printing.
The application of DVS is still somewhat limited
compared to closed-captioning, consisting mainly of programming
on PBS and a few other networks. Certain movies for which descriptions
have been developed are available by direct mail, in libraries,
and in video rental stores.
Real-Time Captioning
In 1982, NCI developed real-time captioning, a
process for captioning newscasts, sports events, specials, and
other live broadcasts as the events are being televised. In real-time
captioning, court reporters who have been trained as real-time
captioners type at speeds in excess of 225 words per minute to
give viewers instantaneous access to live information. The viewer
sees the captions within two to three seconds of the words being
spoken, with the delay resulting from the time it takes the captioner
to hear the words spoken and then key the words, and for the captions
to be encoded.
Real-time captioners write what they hear phonetically,
using a stenotype machine (also known as a shorthand machine),
which has only 24 keys and a number bar. The basic concept behind
machine shorthand is phonetic, where combinations of keys represent
sounds, but the theory is much more complex than straight phonics.
Multiple keys can be depressed simultaneously on steno machines
to create different word combinations. No two captioners write
exactly the same way, so each has a custom dictionary (typically
containing 50,000 to 100,000 entries) composed of the phonetics
and their corresponding English that the captioner uses to build
words and create punctuation. The steno then goes into a computer
system, where it is translated into text and commands. The captioning
software on the computer formats the stream of text into captions
and sends them to a caption encoder.
Accessibility of Digital Television and Interactive
Services
Interacting with a modern television set, even
for an action as basic as selecting a program, has become far
more complex with the advent of digital television. The digital
set-top boxes (STBs) used to access digital programming offer
access to a large amount of information, entertainment, and services
via electronic program guides (EPGs), which require users to scroll
through lots of on-screen text and graphics to select programs
or access advanced features such as parental controls and advance
scheduling. The highly visual nature of this style of interface
has created serious barriers for consumers who are blind or have
low vision.
These barriers are similar in nature to those that
were created by graphical user interfaces for computer operating
systems and by the rise of the World Wide Web. Over time, screen
readers and other technologies emerged to provide access to these
environments, but so far those solutions have not been applied
to STBs for digital television. The automatic conversion of EPGs
to synthesized speech has proven problematic.
In February 2001, the National Center for Accessible
Media (NCAM) at Boston public broadcasting station WGBH partnered
with America Online to explore ways to make interactive TV accessible
to audiences who are blind or visually impaired, focusing initially
on making the EPG more accessible. The assumption was that the
majority of the solutions required to make the EPG accessible
will also apply to making other content accessible with the STB.
Funding for the research was provided by the National Institute
on Disability and Rehabilitation Research.
In August 2003, NCAM published A Developer’s
Guide to Creating Talking Menus for Set-top Boxes and DVDs (NCAM,
2003). This document discusses the accessibility problems posed
by the EPG and presents possible technological solutions to the
problems and guidelines for content development.
According to the Guide, there are challenges in
finding the best strategy for translating on-screen visual information
into a spoken equivalent, and there are also technological challenges
in actually delivering the spoken information. The primary technological
challenges result from the operating constraints of current STB
hardware. The computers inside American STBs are too primitive
to support the additional capability needed to provide voice output.
The Guide states that speech synthesis is a far
more feasible solution than the use of prerecorded speech, because
the number of audio samples that would be required in the latter
case would be unworkable. A system could be designed where the
synthesized speech is provided from a central server along with
the current program guide information, but the bandwidth and storage
requirements of this approach make it unfeasible. The STB itself
could perform the speech synthesis, which is a trivial task for
most modern computers, but until the computing power of STBs catches
up with that of desktop systems, this approach is not possible.
Some other alternatives include using a more powerful
third-party STB—such as a TiVO or other personal digital
recorder—to do the speech synthesis, or to dispense with
the STB altogether and route the cable signal through a desktop
computer.
For users with low vision and/or other disabilities,
the ability to adjust various aspects of the display (such as
font sizes and text/background contrast settings) would be beneficial.
In the article “Interactive Digital Television Services
for People with Low Vision,” Sylvie Perera (n.d.) advocates
the use of a smart card identification system to allow low-vision
users to set personal preferences for such features as text size,
content layout, speech output, audio description, color combinations,
timeouts, reminders, and alerts. This scheme could also be extended
to assist users with other disabilities by allowing the smart
card preferences to include subtitles, signing, and other features.
Task-Based Accessibility Analysis
The core functionality considered to be necessary
to effectively use a TV consists of the following:
- Turning the TV on and off
- Changing the input source
- Changing the channel
- Adjusting the volume
- Activating closed-captioning
(CC)
- Accessing the EPG
- Activating DVS
- Adjusting picture quality
settings
- Using picture-in-picture
(PIP) features
Additional functionality that is typically inherent
in TV design includes the following:
- Setting the time
- Automatically or manually
adding/deleting channels
- Setting the TV to turn on
and off automatically
In many cases, these functions require or are facilitated
by use of the remote control.
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, and the design of the TV. Accessibility issues for each
disability population were identified, along with an impact rating
for each issue. The disability populations include people who
have an impairment resulting from environmental or situational
factors. The issues identified and the impact ratings assigned
for each disability group can be found in the appendix to the
online version of this report.
Accessibility Features
A review of various TV manufacturers’ marketing
data produced a single feature identified as an accessible design
component. This component is listed, along with a description
of the component and an assessment of the usefulness of the feature
for disability groups. While this feature was designed with a
particular disability population in mind, it turns out that it
benefits and has been used by a much wider variety of people than
anticipated and may be considered a universal design feature.
Closed-captioning: Information
can be obtained from TV both visually and auditorily, but the
visual information is very limited for something like a news
show, for example, which inhibits hearing-impaired people from
benefiting from the TV as an information source. The Television
Decoder Circuitry Act of 1990 requires decoder chips in U.S.
TVs; as of 1993, all 13-inch or larger TVs were required to
have decoder circuitry built in to provide CC. A phase-in is
under way to make CC available for all TV programming. In addition
to helping people who are deaf or hard of hearing, CC benefits
those whose native language differs from the programming language
and children or others who are learning to read (http://www.fcc.gov/cgb/consumerfacts/closedcaption.html).
CC has greatly enhanced the accessibility of TV for people who
are deaf or hard of hearing, having a high impact if implemented
in design, and serves as a useful feature with low impact for
the population as a whole. It helps resolve the issue of not
being able to receive auditory information.
Additional features that would make a TV more accessible
include the following:
Selection of SAP via a dedicated
button on the remote control: SAP is an often-used feature,
most commonly used for translation of English programming into
Spanish or, less commonly, to provide sign language interpretation.
Access to this programming option is often nonintuitive and
cannot be done quickly. Access through a dedicated remote control
button would greatly enhance accessibility for those challenged
by sound or cognition, having a medium impact for these groups
if implemented in design and a neutral impact for other users.
It will help resolve the issue of not being able to interpret
auditory or visual information.
Selection of DVS via a dedicated
button on the remote control: Access to DVS is typically
through a menu structure that is often nonintuitive and cannot
be done quickly. Access through a dedicated remote control button
would greatly enhance accessibility for those who are blind
or have low vision, having a high impact for these groups if
implemented in design and a neutral impact for other users.
It will help resolve the issue of not being able to interpret
visual information.
Selection of CC via a dedicated
button on the remote control: Access to CC is typically
through a menu structure that is often nonintuitive and cannot
be done quickly. Access through a dedicated remote control button
would greatly enhance accessibility for those challenged by
sound, having a medium impact for this group if implemented
in design and a neutral impact for other users. It will help
resolve the issue of not being able to interpret auditory information.
Vivid picture for clarity of
CC: CC is typically provided in all capital letters,
which is harder to read than mixed capital and lowercase letters.
In addition, the readability varies with the quality of the
television on which it is viewed. For example, HDTV sets offer
a higher resolution image and typically greater clarity of CC
material. Good picture quality can greatly enhance accessibility
of information provided textually. Implementation in design
will have a high impact for those with visual and hearing impairments
and a low impact for all others. It will help resolve the issues
of not being able to receive auditory and visual information.
High-quality audio system:
For those people who depend on the auditory output of
the TV to obtain information, quality of audio output can have
a large impact on ability to accurately perceive information,
especially for those who have a visual disability and cannot
benefit from the redundancy provided by the images. Implementation
in design will have a high impact for those who are hard of
hearing and a medium impact for all other users, with the exception
of those who are deaf. It will help resolve the issue of having
difficulty receiving auditory information.
User manuals in alternative
formats: Alternative formats include large print, Braille,
and audio. Accessible electronic formats are also often acceptable.
Inclusion in design will have a high impact for users who are
blind or have low vision and a neutral impact for other disability
populations. It will help resolve the issues of being unable
to read or handle printed materials.
Voice-activated remote controls:
A voice-activated remote control will allow the user to provide
all inputs via voice rather than through mechanical key presses.
If implemented in design, this will have a high impact for people
who are blind and those with upper mobility impairments, a medium
impact for those with low vision, and a neutral impact for other
users. It will help resolve the issues of not being able to
locate or identify controls, not being able to lift and hold
the remote control, and not being able to make accurate inputs,
and it may help with not being able to find desired features
or respond within the allotted time.
Talking remote controls:
A talking remote control is one with voice displays. Talking
remote controls are useful in circumstances in which it is difficult
to make control inputs or read the text display because of a
visual impairment, significant glare on the screen, or possibly
having to view the screen from a seated position. Inclusion
in design will have a high impact for those who are blind, a
medium impact for those with low vision, and a low impact for
all other users. It will help resolve the issue of receiving
and interpreting visual information.
Large buttons on the remote:
Large keys on the keypad increase the ability to accurately
press the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have poor fine motor control,
and a low impact for all other users. It will help resolve the
issue of having difficulty making accurate inputs.
More space between keys on
the remote: More space between the keys increases the
ability to differentiate the keys by touch and accurately press
the desired key without inadvertently pressing any adjacent
keys. Inclusion in design will have a medium impact for those
who are blind, have low vision, or have an upper mobility impairment,
and a low impact for all other users. It will help resolve the
issue of having difficulty locating controls and making accurate
inputs.
DVS: DVS provides auditory
output of key visual elements in visual programming. Inclusion
in design will have a high impact for those who are blind or
have low vision and a low impact for all other users. It will
help resolve the issue of not being able to receive visual information.
Voiced on-screen menus:
Voiced on-screen menus provide verbal output of the visual displays
from the TV, allowing a user to become familiar with the menus
without having to see them. On-screen menus are used for functions
such as controlling TV features (such as CC or DVS) and setting
up a VCR to tape a program. Inclusion in design of voiced menus
will have a high impact for those who are blind or have low
vision and a low impact for all other users. Voiced menus help
resolve the issue of not being able to receive visual information.
Voiced program guides: Voiced
program guides provide verbal output of the programming available
on the TV. Inclusion in design of voiced program guides will
have a high impact for those who are blind or have low vision
and a low impact for all other users. Voiced program guides
help resolve the issue of not being able to receive visual information.
Ability to adjust program guide
font size: Adjustable font size allows the user to set
the size of the program guide lettering so that it is comfortable
to read. Font size can be an issue for those with visual disabilities
and for anyone who is seated at a fair distance from the TV.
Inclusion in design will have a high impact for those who have
low vision and a low impact for all other users. Adjustable
font size will help resolve the issue of not being able to receive
visual information.
Ability to adjust program guide
font color: Adjustable font color can be used to increase
contrast for text information. Inclusion in design will have
a high impact for those who have low vision and a low impact
for all others. Adjustable color will help resolve the issue
of not being able to receive visual information.
Ability to adjust program guide
background color: Adjustable background color can also
be used to increase contrast for text information. Inclusion
in design will have a high impact for those who have low vision
and a low impact for all others. Adjustable color will help
resolve the issue of not being able to receive visual information.
Ability to adjust CC font size:
Adjustable font size allows the user to set the size
of the CC lettering so that is comfortable to read. Font size
can be an issue for those with visual disabilities and for anyone
who is dependent on using CC. Inclusion in design will have
a high impact for those who are deaf and hard of hearing, a
medium impact for those who have low vision, and a low impact
for all other users. Adjustable font size will help resolve
the issue of not being able to receive visual or auditory information.
Ability to adjust CC font color:
Adjustable font color can be used to increase contrast for text
information. Inclusion in design will have a high impact for
those who are deaf and hard of hearing, a medium impact for
those who have low vision, and a low impact for all other users.
Adjustable font size will help resolve the issue of not being
able to receive visual or auditory information.
Ability to adjust CC background
color: Adjustable background color can also be used to
increase contrast for text information. Inclusion in design
will have a high impact for those who are deaf and hard of hearing,
a medium impact for those who have low vision, and a low impact
for all other users. Adjustable CC background color will help
resolve the issue of not being able to receive visual or auditory
information.
Ability to adjust CC display
rate: Adjustable display rate allows the user to set
the speed at which CC is displayed. All people read at different
rates, and those who have a visual impairment in addition to
a hearing impairment may need some additional time to process
the CC information. Inclusion in design will have a high impact
for those who are deaf or hard of hearing, a medium impact for
those who have low vision, and a low impact for all other users.
Adjustable CC display rate will help resolve the issue of not
being able to receive visual or auditory information.
Concave keys on remote control:
Concave or inwardly curved keys help prevent fingers from slipping
off the keys, which often results in inadvertent activation
of adjacent keys. This type of key also increases the ability
to differentiate the keys from each other and from the surrounding
area on the device. Inclusion in design will have a medium to
high impact for users who are blind, have low vision, or have
an upper mobility impairment, and a low impact for all other
users. Concave keys will help resolve the issue of locating
controls and making accurate inputs.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to TVs address video and multimedia products (1194.24), self-contained
closed products (1194.25), functional performance requirements
(1191.31), and documentation (1191.41). Many of these regulations
have an impact on all users; others have a larger impact on one
disability group than another. The following section 508 regulation
is seen as an issue for TVs:
- At least one mode of operation
and information retrieval that does not require user hearing
must be provided, or support for assistive technology used by
people who are deaf or hard of hearing must be provided. Not
all programs are captioned, and there are many inaccuracies
and lapses in captioning when it is available.
Voice Recognition
Software
There are some human limitations that make voice
or speech recognition software either inaccessible or difficult
to use (and therefore, perhaps, undesirable). While there are
very few limitations for any one disability population, all groups
may be challenged by getting the software trained, making accurate
inputs, overcoming problematic voice characteristics, and dealing
with noisy environments. Some of these issues can be overcome
through proper design.
Task-Based Accessibility Analysis
The core functionality considered to be necessary
to effectively use speech recognition programs consists of the
following:
- Using automatic voice recognition
phone attendants
- Understanding computerized
voices
- Using your voice to control
your computer
- Using voice recognition software
in public settings
- Using voice recognition software
over a headset
- Activating voice input
- Providing appropriate voice
input (consider training, vocabulary, speech characteristics)
- Correcting errors
People may have difficulty accomplishing these
basic tasks, depending on functional limitations resulting in
an impairment, environmental or situational factors that create
barriers, and the design of the voice recognition software. Accessibility
issues for each disability population were identified, along with
an impact rating for each issue. The disability populations include
people who have an impairment resulting from environmental or
situational factors. The issues identified and the impact ratings
assigned for each disability group can be found in the appendix
to the online version of this report.
Accessibility Features
A review of various speech recognition software
manufacturers’ marketing data failed to identify any features
as accessible design components. Features that would make speech
recognition accessible include:
Automatic suggestion of alternatives
for voice recognition errors: A dictionary is available
from which words can be suggested that resemble those that are
not understood by the software. If the software is capable of
providing good alternatives, this prevents the user from having
to continue to attempt the speech input. Implementation in design
will have a high impact for people who have cognitive disabilities
and a medium impact for all other users. It will help resolve
the issue of having difficulty entering information.
Ability to filter out background
noise: Noise filters help prevent accidental and perhaps
inappropriate input that may go undetected or may cause the
user to enter a different mode than desired. Implementation
in design will have a high impact for all users and will help
resolve the issues of not being able to receive visual or auditory
information.
Availability of macros:
Macros can be used to enter groupings of information that are
often used as input, such as name and address. One voice command
is used to cue the system to enter the data set, greatly reducing
the amount of verbal input required and reducing error. Implementation
in design will have a high impact for all users.
Readback options: Readback
allows the user to get feedback on how the voice input has been
interpreted. It may be provided as each input is given or after
multiple inputs to allow for more continuous data entry. Implementation
in design will have a high impact for those with visual impairments
and a neutral impact for other users. It will help resolve the
issue of not being able to receive visual information.
User manuals in alternative
formats: Alternative formats include large print, Braille,
and audio. Inclusion in design will have a high impact for users
who are blind or have low vision, a medium impact for those
who have an upper mobility impairment, and a neutral impact
for other disability populations. It will help resolve the issue
of not being able to read or handle printed materials.
Ability to pause voice messages:
Pause control allows the user to pause the verbal output from
the device. This is helpful to give some time to write something
down or to think about what option might be desired. Inclusion
in design will have a medium impact for users who are blind
and a low impact for all other users. Pause control will help
resolve the issue of not being able to read text on the screen.
Ability to replay voice messages:
Replay control allows the user to listen to a message more than
once. This is helpful if the voice output was not understood
or could not be heard over environmental sounds. Inclusion in
design will have a medium impact for users who are blind and
hard-of-hearing users and a low impact for all other users.
Replay control will help resolve the issue of not being able
to read text on the screen.
Adjustable volume: Volume
control is important for auditory alerts. It is particularly
important for hard-of-hearing people, but it is useful for all.
Inclusion in design will have a medium impact for hard-of-hearing
people and a low impact for all other users. It will help resolve
the issue of not being able to receive auditory information.
Ability to change voice types:
Voice types may consist of male or female, for example.
Some voices are more comfortable for a user to listen to; some
are better understood by one user than by another. Inclusion
in design will have a medium impact for all users. It will help
resolve the issue of not being able to receive auditory information.
Ability to adjust the speed
of voice messages: A speed that is too slow can negatively
affect productivity, but a faster speed may not be well understood
by all users. Adjustable speed of voice messages allows the
user to set the level that is comfortable for him or her. Inclusion
in design will have a medium impact for all users. It will help
resolve the issue of not being able to receive auditory information.
Ability to request additional
time: Ability to request additional time allows the user
to complete a transaction despite the need to use more than
the normal amount of allotted time to complete individual transaction
components. Inclusion in design will have a high impact for
most users, depending on the output mode (visual or auditory)
from the device. Additional time will help resolve the issues
of not being able to receive visual or auditory information,
not being able to reach controls, and not being able to grasp
objects.
Headset compatibility:
Headsets provide privacy for the user and reduce distraction
to neighboring individuals. Headsets also help to control environmental
noises that may be misinterpreted by the voice recognition software.
Inclusion in design will have a high impact for all users.
Adjustable microphone:
Adjustable microphones allow users to reposition the microphone
so that the device is at a comfortable level for the user. Users
with lower mobility impairments will benefit from the design.
Wireless microphone:
Wireless microphones allow users to move about without being
directly attached to the device that is being controlled. Users
with lower mobility impairments will benefit from the added
freedom of movement.
Compliance with Government Regulations
The primary parts of section 508 that are applicable
to voice recognition software address software applications and
operating systems (1194.21), functional performance requirements
(1191.31), and documentation (1191.41). Many of these regulations
have an impact on all users; others have a larger impact on one
disability group than another.
The following section 508 regulation is seen as
an issue for voice recognition software:
- Verify that at least one mode of operation
and information retrieval is provided that does not require
user vision or, alternatively, that support for assistive technology
used by people who are blind or visually impaired is provided.
Conclusions
The final result of the analysis of each product
line is the accessibility grade. The overall accessibility grade
for a product line is an index of the cumulative impact of all
accessibility issues. The accessibility grade is a letter grade
on the familiar scale of A, B, C, D, and F. The following definitions
are offered for each grade:
A = Excellent accessibility.
Users with an impairment are generally able to make full use
of the product, with few limitations.
B = Good accessibility.
Users with an impairment are able to make good use of the product,
but some areas of product functionality are not accessible.
C = Fair accessibility.
Users with an impairment can access some of the functionality
of the device, but many aspects of product functionality are
not accessible.
D = Poor accessibility.
Users with an impairment can make use of a small proportion
of the functionality of a device, but most aspects of product
functionality are not accessible.
F = Accessibility failure.
Users with an impairment are generally not able to use the product.
The accessibility letter grades are assigned according
to the impact scores calculated for each target population. Details
on how these grades were calculated and the task priorities, accessibility
levels, and impact scores for each target population for each
product line can be found in the appendix to the online version
of this report. Accessibility grades may be useful to industry
in prioritizing UD efforts and identifying what target populations
should be consulted during the design process so that more accessible
design features are incorporated into new products.
Table 1. Accessibility
Grades for Each Target Population for the Six Product Lines
Target
Population |
Product Line |
ATMs |
Cell
Phones |
Distance
Learning Software |
PDAs |
TVs |
Voice
Recognition Software |
Low Vision |
C |
C |
C |
C |
B |
C |
Blind |
D |
F |
F |
F |
D |
D |
Hard of
Hearing |
A |
C |
B |
B |
B |
D |
Deaf |
A |
D |
D |
B |
B |
F |
Upper Mobility |
C |
C |
C |
D |
A |
A |
Lower Mobility |
C |
A |
A |
A |
A |
A |
Cognitive |
C |
C |
C |
C |
A |
C |
As these results indicate, certain product lines
are very accessible to some target populations but largely inaccessible
to others. It would be helpful in informing the UD process and
developing products that are more accessible to people with disabilities
if designers consulted the target populations for which a product
line received accessibility grades of D or F during future product
development. For ATMs, users who are blind will likely be unable
to use an ATM or portions of the core functionality because of
a lack of accessibility features; blind users should be considered
in the design of new features for ATMs. Cellular phones are largely
inaccessible to users who are blind and users who are deaf. Incorporating
more features that make this product line more accessible to these
users will expand the market for cellular phones. Distance learning
software is largely inaccessible to users who are blind and users
who are deaf. Adhering to accessibility regulations and guidelines
for designing software will improve the accessibility of distance
learning software for these user groups. PDAs are largely inaccessible
to users who are blind and users with upper mobility impairments.
Televisions were found to be most inaccessible to users who are
blind because of an inability to locate, access, and read information,
features, and controls. Voice recognition software is largely
inaccessible to users who are blind, hard of hearing, or deaf.
IV.
Industry Study
The purpose of the industry study was to document
universal design practices within industries represented by the
six product lines selected for study. Six different companies,
representing each of the six product lines, were selected as industry
partners. Selection of industry partners was primarily based on
their leadership in the marketplace and their ability to deliver
candid representations of their experiences with UD. During data
collection, every effort was extended to foster an environment
in which companies would be able to deliver documentation of actual
processes and experiences.
Each company was individually approached by Georgia
Tech and asked to participate in the research program. Nondisclosure
agreements (NDAs) were signed to assure the companies that Georgia
Tech would protect any proprietary data disclosed during the course
of the study, as well as to foster a general environment of open
and frank discussions. Full disclosure was critical to the success
of the industry study, because it was important that actual experiences
be documented, as opposed to ideal situations or marketing hype.
The NDA restricts Georgia Tech from releasing any proprietary
information belonging to the industry partners. Therefore, it
is not the intent of this study to provide detailed descriptions
of experiences recorded as part of the research. This section
documents the general experiences of companies that are representative
of the six product lines selected for analysis and provides a
basis for identifying candidate interventions or approaches for
the promotion of UD.
As part of the industry study, we investigated
the presence of barriers and facilitators to accessible design.
When an industry partner indicated experiences with a particular
barrier, key personnel were interviewed to determine the policies
and procedures that were used to overcome the barrier. Before
interviewing the industry partners, we identified a candidate
list of facilitator and barriers.
Analysis of Facilitators
and Barriers to Accessible Design
Source materials, generated as part of the Information
Technology Technical Assistance and Training Center (ITTATC),
were reviewed to identify potential facilitators to accessible
design. Facilitators are defined as concepts, procedures, or actions
that can be employed by industry that might result in the development
of accessible technologies. We read the needs assessment literature
review, a survey of ITTATC National Advisory Committee participants,
and a survey of accessibility visionaries in order to create the
initial list of facilitators. The list was supplemented by our
experience consulting with industry and our preliminary findings
from the ITTATC case studies project.
The list of facilitators is divided into five categories:
design, organizational, informational, financial, and legal facilitators.
Design facilitators are methods or tools that can be implemented
in the design process to possibly achieve a more accessible design.
Organizational facilitators include augmentations to communications
and infrastructure that may enhance the effectiveness of an accessibility
program in a company. Informational facilitators address the lack
of knowledge in accessible design and the continuation of common
misperceptions. Financial facilitators include factors that make
accessibility appear to be fiscally attractive. Finally, legal
facilitators include legal positions that make accessibility easier
to achieve.
Design Facilitators
- Integrate accessibility into
engineering processes. Often accessibility of a product can
be improved by integrating the consideration of the product’s
accessibility as a formal step in the engineering design process.
The most desirable outcome is usually observed when accessibility
is addressed very early in the design process.
- Develop standardized mechanisms
for connecting assistive technologies. A common complaint from
industry is that it is difficult to ensure that their products
successfully interface with AT, because not enough is known
about the detailed interface requirements of the variety of
AT products on the market.
- Make technological advancements
for handling adaptive devices and flexible design. For example,
develop smaller components for connecting assistive devices
so that products can be smaller and lighter.
- Develop innovative strategies
to promote awareness and understanding of universal design issues.
For example, a company could sponsor a design challenge contest
to address a specific accessibility concern or award bonuses
to those who significantly contribute to the design of a more
accessible product.
- Share ideas, concepts, and
research with other organizations, including encouragement of
peer-reviewed research. Two possible means to accomplish this
are by hosting a conference or publishing a journal of accessible
design.
- Develop awareness of efforts
in accessible design from competing companies.
- Develop accessible design
standards and guidelines.
- Develop a tool to help individuals
understand their role in universal design.
- Provide training for understanding
accessible design, including demonstrations of why a particular
approach may not work for an individual with a particular limitation.
This will help the designers adjust their approach to thinking
about accessible design and developing accessibility design
practices in the early phases.
- Fund the acquisition of ergonomic
and human performance data for people with disabilities.
- Develop methods for measuring
accessibility and comparing the accessibility of two similar
products. One approach to addressing these issues would be to
start or participate in a working group to develop standardized
measurement methods.
- Develop a working group to
formulate a clear definition of design goals related to accessibility.
- Promote the benefits of UD.
Accessible design is likely to benefit a much larger population
than the target group.
- Perform accessibility evaluations
on new and existing products and services.
- Include elderly individuals
and individuals with disabilities in the design process. Get
input from them early and recruit them to participate in evaluations.
This can be done through prototype and product testing, focus
groups, direct contact with the designers, discussion forums,
and other mechanisms.
- Test for product compatibility
with assistive technologies.
- Hire product designers with
disabilities or with experience in creating universally designed
products.
- Hire support personnel with
disabilities to work directly with designers.
- Designate an accessibility
coordinator to monitor accessibility issues and become familiar
with related standards and guidelines.
- Provide concrete design examples
of universally designed products.
Organizational
Facilitators
- Share accessibility information
companywide, and make it part of the culture. Ensure that all
departments have the same understanding of accessibility requirements.
- Educate the company on the
tangential benefits of accessible design. While most companies
recognize that increased accessibility will result in an increase
in the user base, some do not realize the benefit of UD for
the existing user base.
- Increase diversity in the
workforce.
- Develop brown bag and discussion
groups regarding accessibility efforts so that upper management
has the opportunity to learn about these efforts and factor
this information into corporate decisions.
- Ensure that the personnel
responsible for making marketing, product development, and design
decisions are educated about accessibility and accessible design.
- Educate middle management
on how accessible design can be made part of the design process
without burdening schedule and budget requirements.
- Recognize accessibility as
a necessity for the general population rather than as an exception.
- Incorporate accessibility
standards into quality assurance programs.
Informational
Facilitators
- Educate employees that people
with disabilities have the same wants and needs as people without
disabilities (e.g., communication, bill paying, travel). Remind
them that the general population suffers from a number of temporary
disabilities as well as disabilities related to aging.
- Recognize that relatively
small changes can have a large impact on accessibility. Something
as simple as reducing the force required to press a button can
greatly increase the usability of a product for all potential
users without taking away from design creativity.
- Provide accessibility training
for managers, designers, sales representatives, customer service
personnel, and any other groups that may benefit from the knowledge.
- Advertise accessibility features
of products, and emphasize the benefits for everyone.
- Gather as much information
about accessibility and disabilities as possible. Survey employees,
canvas disability groups for information, hold community meetings
to get direct input from people familiar with disabilities,
and provide a Web link and/or phone number dedicated to obtaining
feedback on product accessibility.
- Form partnerships/relationships
with organizations devoted to promoting accessibility.
- Provide information to consumers
about their rights under section 508 and section 255 and the
company’s efforts to comply with those regulations. Complete
voluntary product accessibility templates (VPATs) for products
so that consumers can make informed decisions.
- Purchase assistive technologies
for designers to work with, and train them to use the devices
properly.
- Increase exposure of engineers
and designers to accessible design. Train them when they’re
hired, develop a short course that can be made available through
local universities, and encourage someone in the company to
teach at local universities to increase exposure at the university
level.
- Recruit employees who have
a background in universal design.
- Ask employees (particularly
those with temporary or permanent disabilities) to comment on
the usability of products they use and to provide design suggestions.
Establish a mechanism for employees to provide feedback, and
possibly develop a discussion forum from which additional informal
feedback can be acquired. Use the people already in the company,
as many of them may have experiences with others who have limitations.
Financial Facilitators
Recognize accessibility as a
product enhancement, not as a prohibitive-cost retrofit.
Market products with accessible
features to a large population, not just to the target market for
which they are believed to be appropriate.
Use employees to reduce costs
associated with funding research in accessible design.
Include accessible design as
a regular part of the design process rather than as a feature that
needs to be addressed separately at added cost.
Factor accessibility upgrades
into the cost of other important upgrades.
Study the cost of not designing
accessible products. For example, revenue may be lost because of
the inability to effectively market to a federal customer.
Legal Facilitators
- Demonstrate efforts to comply
with section 508. Create VPATs.
- Review consumer complaints
received by legislators and industry.
- Designate an accessibility
expert to monitor government regulations.
- Pressure the government for
more detailed requirements that industry must meet or guidelines
for satisfying the regulations.
The process used to identify candidate barriers
was similar to the process used to identify candidate facilitators.
Source materials, generated as part of ITTATC, were reviewed to
identify potential barriers to accessible design. Barriers are
defined as potential roadblocks to a successful accessibility
program. We read the needs assessment literature review, a survey
of ITTATC National Advisory Committee participants, and a survey
of accessibility visionaries in order to create the initial list
of barriers. The list was supplemented by our experience consulting
with industry and our preliminary findings from the ITTATC case
studies project.
Similar to the list of facilitators, the list of
barriers is divided into five categories: design, organizational,
informational, financial, and legal barriers. Design barriers
are obstacles in the design process that may result in difficulty
in achieving an accessible design. Organizational barriers include
impediments to communications and infrastructure that may limit
the effectiveness of an accessibility program in a company. Informational
barriers have to do with the lack of knowledge about accessible
design and the continuation of common misperceptions. Financial
barriers include factors that make accessibility appear to be
fiscally unattractive. Finally, legal barriers include factors
that make accessibility difficult to implement because of litigation
concerns.
Some of the barriers are merely perceived barriers,
resulting from a lack of knowledge of or insufficient experience
in accessibility. Other barriers represent more significant challenges
to the accessibility community in general.
Design
Barriers
- Marketing and technology
trends sometimes run counter to accessibility requirements.
For example, the cell phone industry has followed a trend in
miniaturization that has resulted in the creation of a smaller
keypad that is difficult to use for individuals with some types
of upper mobility impairments. The font size used for the labels
on these keypads has been reduced as well.
- There is a general lack of
peer-reviewed research in accessible design. Many human factors
professions complain of the lack of human performance research
to support design in general. Even fewer studies focus on human
performance issues for people with disabilities. In addition,
little information exists about standard practices and methods
of accessible design in the open literature. Designers simply
do not have access to information they need to create accessible
products.
- There is a lack of realistic
standard guidelines and principles of accessible design.
- Designers lack an understanding
of accessible design and what can be achieved if products are
designed from the beginning with accessibility in mind. Very
few commercially available products exist that represent successful
exercises in accessible design.
- Designers do not have access
to information about people with disabilities in a format usable
to them. Designers often require human performance and ergonomic
data in an easy-to-use format to support design decisions. Unfortunately,
human performance and ergonomic data for special populations,
including people with disabilities, are not a part of the standard
data sets. Designers must consult outside sources and attempt
to compile the necessary data from a wide variety of technical
reports and published articles. The compilation of these data
is extremely time-consuming and often unfeasible.
- A standard accessible design
process has not been documented, tested, or verified.
- Implementation of multiple
methods of display and control may make it difficult to create
a streamlined user interface. Many feel that the addition of
accessibility features creates an unwieldy user interface.
- There is no standardized
method of measuring accessibility or comparing the accessibility
of two similar products. Designers do not have a way of determining
whether their designs have met their accessibility goals.
- Many feel that there is no
clear definition of how accessible a product has to be in order
to be considered an accessible design.
- Many designers equate accessible
design with designing products for the lowest common denominator.
- Individuals with disabilities
are not integrated into the design or evaluation process.
- There is a lack of tools
and resources useful for efficiently creating accessible products.
Organizational
Barriers
- Often there is a lack of
communication across departments about accessibility requirements.
A few pockets of accessibility awareness seem to exist in many
companies, but there is a lack of structure integrating a comprehensive
accessibility program.
- Many companies lack accessibility
champions who are in a position to influence company decisions.
In many cases, personnel responsible for a company’s accessibility
efforts come from human factors, usability, or disability support
groups. In general, these groups do not have a large amount
of input in corporate decisions.
- Often personnel responsible
for making accessibility decisions have little knowledge about
accessibility or accessible design.
- Middle management often perceives
accessible design to be in direct conflict with schedule and
budget requirements.
- Accessibility is often a
minor concern compared with other corporate issues, especially
in today’s economy.
- There is a lack of infrastructure
to support accessible design.
Informational
Barriers
- Some view people with disabilities
as not having the same wants and needs as people without disabilities.
- Sometimes designers fail
to consider the possibility that someone with a disability would
attempt to use the products they design.
- Sometimes accessibility features
are poorly communicated to the consumers who require the features.
- Specific information about
accessibility and disabilities, in general, is not easy to obtain.
- Companies often do not know
how to market to people with disabilities.
- Consumers are not familiar
with their rights under section 508 and section 255.
- Some designers do not have
sufficient access to assistive technology interface requirements.
- Engineers and designers are
not sufficiently exposed to accessible design at the university
level.
- Accessibility is often interpreted
narrowly to include only physical access to the technology.
Financial Barriers
- The cost of developing new
technologies associated with accessibility is often seen as
prohibitive.
- The target market for accessible
design is not well understood or defined.
- There is a general lack of
sources of funding for research in accessible design.
- Some people feel that the
business case for accessibility is weak.
- It is difficult for companies
to market to consumers with disabilities.
- The cost associated with
retrofitting existing products is significant.
- The cost associated with
purchasing accessible products is often not affordable by people
with disabilities.
- The technology required to
produce accessible products is not available at a reasonable
cost.
Legal Barriers
- Some companies feel that
they are under pressure to self-certify compliance with section
508 in order to compete.
- Some feel that federal regulation
does not go far enough in detailing the requirements that industry
must meet. Others feel that the regulations unnecessarily restrict
creative design and innovation.
- Exploration of the federal
requirements through litigation is both time-consuming and costly.
- Some companies believe their
competition is incorrectly representing its product’s
accessibility.
- Procurement officials do
not understand accessibility requirements to a sufficient degree.
Officials may not be able to recognize when an accessibility
claim is false.
- Section 508 is either not
being adhered to or is being adhered to inconsistently.
Industry Study
Data Collection Methodology
Six companies or industry partners were selected
for participation in the study. Once the companies were identified
and the points of contact (POCs) established, each was given a
list of topics related to accessibility in the company. Georgia
Tech requested initial reactions during preliminary phone interviews
and then conducted onsite visits and in-person interviews with
various individuals involved in the accessibility program. Some
industry partners chose to provide detailed documentation and
formal responses to our initial inquiries before the interviews.
The purpose of the in-person interview was to obtain additional
information and documentation to enhance the initial responses
provided on the topics of interest.
The data collected were based on a series of topics
related to accessibility in each company. The type and format
of data requested in response to each of the 10 topic areas is
listed below:
1. Documentation of current design practices, with
emphasis on user interface design and other aspects of products
related to accessibility and UD.
2. Documentation of current product evaluation
practices, with emphasis on accessibility and UD.
3. Key personnel who make decisions about product
design, product selection, and/or marketing related to accessibility
and UD.
4. Current products (fielded or in development)
with specific accessibility features or other direct relationship
to accessibility.
5. Lessons learned in developing accessible products.
Focus on organizational barriers encountered, technical challenges,
financial barriers, informational barriers, and legal challenges.
6. Company forecasts of demand and requirements
for products with accessibility features.
7. Company training materials related to accessibility
and UD.
8. Company-funded research into accessibility and
UD.
9. Company contact with members of the disability
community relevant to product accessibility and usability by individuals
with disabilities.
10. Company position on product accessibility and
UD.
Georgia Tech scheduled an initial meeting with
the company POC, during which the industry study objectives and
data requirements were reviewed in detail. Any readily available
information was collected, and the company POC was charged with
identifying sources for archival data and arranging personal interviews
with individuals qualified to supply the required information.
The information analyzed in this summary is based on materials
provided directly from the company, notes from the in-person meeting,
and publicly available materials.
Analysis of Industry
Data: Factors Influencing Adoption of UD Practices
As defined by Tobias and Vanderheiden (1998), the
primary factors that influence the adoption of UD principles are
government regulation (or the threat of regulation) and profitability.
The purpose of the industry study was to build upon previous work
and understand how the perception of profitability affects UD.
Eleven business concerns have been identified as having an influence
on UD practices in an organization. Each business concern has
a different level of influence, depending on the strength of the
other factors. The factors influencing the adoption of UD practices
include the business case, strategy and policy, demand and legislation,
marketing and sales, research, design, testing, resource allocation
and funding, organization and staff, training, and the customer
and consideration of people with disabilities. Detailed descriptions
of the impact of each business concern on UD are described below.
Business
Case
The business case is the financial justification
and plan for including accessibility in product design. Central
to consideration of the adoption of UD principles for all six
industry partners was the identification of a compelling business
case to justify committing the required resources to the effort.
Someone at a company wishing to add accessibility features to
an existing product or to add schedule and budget to accommodate
building accessibility into the design of a new product is often
required to justify the added expense by producing either a formal
or informal business case for accessibility.
There are several methods that might be used to
construct a business case. Each method relies on the interpretation
of market forecasts and sales data and is, therefore, somewhat
subjective. For example, a senior manager might look at federal
sales data and determine that the number of sales at risk because
of the production of inaccessible products is negligible and therefore
produce a very weak business case for accessibility. A second
senior manager might look at the same data and see great potential
for increasing the market share of federal sales by enhancing
accessibility, therefore determining that the business case for
accessibility is strong.
The industry study identified the following primary
justifications for the business case for UD:
- Increase market share to
include people with disabilities
- Increase federal sales market
share
- Reduce risk of losing market
share
- Increase overall usability
of the product or service
- Reduce risk of costly legal
action
- Increase status as a corporate
citizen
While increasing market share in general is traditionally
regarded as a strong justification for a business case, the potential
to increase market share by extending the market focus to cover
people with disabilities is often seen as a relatively weak business
case, primarily for two reasons. First, the market for people
with disabilities is highly segmented. The cost associated with
developing a product for users with various disabilities and levels
of functional capabilities is not justified by the potential of
direct sales to people with disabilities. Second, the amount of
disposable income available to people with disabilities is not
perceived to be great. The additional cost associated with producing
accessible products cannot be passed along directly to consumers
with disabilities.
Companies do not appear to fully appreciate the
potential value of extending their market share to nontraditional
markets through UD. Universal design is generally associated with
design for inclusion of people with disabilities. The market analysis
documented elsewhere in this report illustrates that this view
of the market for UD products is unnecessarily restrictive. Companies
representing the six product lines selected for analysis have
failed to embrace the extended market perspective for UD products.
The introduction of section 508 of the Rehabilitation
Act, requiring federal agencies to consider accessibility in the
procurement of most products and services, should have had a direct
impact on the calculation of the market size of UD products. Sales
to the Federal Government represent a significant portion of sales
for many companies producing E&IT products and related services.
Based on the face value of section 508, businesses wishing to
increase federal sales might do so by developing a more accessible
product than the competition and using accessibility as a key
discriminator on competitive bids. However, many of the industry
partners failed to recognize the potential increase in federal
sales as a strong business case, perhaps because of the perception
that procurement officials are not consistent in enforcing section
508.
Perhaps more compelling than the potential increase
in federal sales is the threat of loss of Federal Government market
share to a competitor. A company that enjoys a large share of
the federal market could lose market share if a competitor creates
an accessible product that federal procurement officials choose
over the traditional supplier in an effort to conform to the requirements
of section 508. In reality, none of the companies participating
in the industry study were aware of any lost sales that could
be attributed directly to an attempt of a procurement official
to conform to the requirements of section 508.
Business cases are sometimes generated in response
to less tangible benefits and threats that are not directly related
to a company’s market position. For example, one of the
companies in the industry study referred to corporate citizenship
as a justification for research into accessibility and UD. Another
company perceived accessibility as clearly being related to usability,
which had been identified as a key market discriminator. Finally,
one company mentioned a concern about avoiding future legal actions
as a motivator for accessibility.
Strategy/Policy
Strategy is the high-level plan for UD or the implementation
of accessible design features. A policy is a written a statement
that is a reflection of corporate strategy. Most industry partners
had an informal or formal policy statement approved by senior
management; however, they differed widely in their content and
implementation. External policy statements tended to be used primarily
for marketing and had little overall impact on processes and procedures.
When an internal policy statement was drafted and issued to employees,
it usually had the effect of temporarily increasing awareness
of accessibility; but a sustained, corporatewide commitment is
rare without the dedication of resources. Internal policy statements
that lack an associated commitment of resources are rarely enforced.
An effective policy must reach the level of a corporate
instruction or directive and address inclusion of people with
disabilities in design and evaluation of products, increased training,
incorporation of documented standards and guidelines, increased
research and development, increased marketing of accessibility
features and efforts, and lowered costs for products with accessibility
features. The policy must also be associated with an implementation
plan and a commitment of needed resources.
Corporate culture had a strong influence on accessibility.
In two of the six companies in the industry study, employees reported
that the corporate culture was such that accessibility was expected
to be considered when making design decisions. A strong corporate
culture was generally associated with a strong customer voice
requiring that accessibility be considered. Accessibility will
be considered, independent of policy, if the customer demand is
great. Policy tended to be more entrenched in corporate culture
if someone from senior management experienced a disability or
a close relationship with someone with a disability.
Resource
Allocation/Funding
Resource allocation and funding was the single
most frequently identified reason for the failure of accessibility
policy. Four of the six companies had money earmarked for staffing
accessibility program offices; however, the program offices were
often underfunded and did not have sufficient resources to effect
change in the corporation. In some cases, the accessibility program
office consisted of only one or two individuals who served as
the focal point for accessibility concerns throughout the company.
Only one company earmarked money specifically for accessibility
research. Outreach to employees was also severely limited. The
accessibility program offices often developed plans for implementing
universal or accessible design but lacked funding to appropriately
implement the plans.
At least one company that decided to commit to
accessibility and establish an accessibility program office was
reevaluating the commitment of resources because of an inability
to demonstrate return on investment (ROI). The company cited a
lack of impact of accessibility features on federal procurement
decisions as the primary motivator for reconsidering its commitment
to accessibility. Companies spending less money on accessibility
were not perceived to suffer decreased sales as a result of section
508 procurement regulations.
Organization/Staff
Several methods of staffing for accessibility issues
were observed. The most common staffing organization, used by
four of the six companies, involved the development of an accessibility
program office responsible for UD and accessibility issues throughout
the corporation. The size of the accessibility program offices
varied from a single member to a staff of five or six with a background
in accessibility issues. In other cases, responsibility for accessibility
was integrated into existing groups, such as marketing or human
factors.
Two staffing trends were noted. First, the presence
of a single accessibility champion or a small number of accessibility
champions was very common among the industry partners. The success
of the accessibility program in a company that must rely on the
work of a very small number of accessibility champions was directly
related to the workload or attrition of the champions. Loss of
an accessibility champion could result in a major setback of accessibility
objectives. Second, the accessibility program office may become
a place to assign nonproductive personnel. While the majority
of accessibility program offices are staffed by competent individuals
capable of advancing UD principles if given adequate resources,
some companies have assigned accessibility to individuals who
are either transitioning between departments or are experiencing
difficulty marketing themselves within the company.
The mission of the accessibility program offices
also varied widely. In some cases, the program offices were mostly
reactive, responding to requests for information or to particular
accessibility concerns. In other cases, the accessibility program
offices were very proactive and focused on developing and testing
new technologies that might be integrated into future products.
In reality, a balanced approach is required. The group charged
with accessibility should be able to respond to the immediate
needs of the corporation as well as contribute to future planning
and development of universally designed products.
Unfortunately, the accessibility program office
in the four companies that had program offices demonstrated very
little control over design decisions that directly affected the
accessibility of the final product. The accessibility program
office should be constructed to include groups (or individuals)
who have decision-making responsibilities to influence product
accessibility. This may include a human factors group or an accessibility
group, or even an oversight group that can serve as a resource
for other groups in the company. It also helps for accessibility
awareness to be widespread throughout the company. One method
of accomplishing this is to have staff in each group or available
to each group who have more extensive training and who can advocate
for inclusion of accessibility features.
Another staffing mechanism for enhancing accessibility
practices in the company is to hire people with various disabilities
and ensure that they are involved with the design and evaluation
of products. However, this mechanism can be used inappropriately.
For example, it would be inappropriate to send a new product to
a single employee with a disability and ask the employee to quickly
review the product rather than conducting more extensive product
testing. This approach is especially problematic if the employee
has other responsibilities, has little experience with product
evaluations, and is not prepared to comment on the accessibility
of the product beyond his or her personal experiences.
Training/Awareness
Some corporate accessibility training was offered
to employees; however, training relating to UD and accessibility
is not widespread. The most common type of training was aimed
at increasing employee awareness of section 508, accessibility
policy, people with disabilities, and the specific accessibility
issues associated with the products that the company produces.
An important function of several accessibility program offices
was to provide targeted training to key decision makers, as needed.
The targeted training was largely informal and usually conducted
on a rather limited basis. The training offered was generally
focused on program managers and design teams. Very little training
was offered to sales or marketing teams.
Typically, accessibility awareness is made available
on an as-needed basis and is specific to a project. In some cases
a brief introduction is provided to all employees regarding the
importance of UD, but sometimes it is simply awareness through
diversity training. Training materials may include an overview
of the range of disabilities (including situational disabilities),
assistive technologies, principles of UD, minimal design requirements,
business and consumer arguments for addressing accessibility,
consequences of not addressing accessibility, a review of accessibility
features, legal requirements, and barriers and lessons learned.
Training of staff is one of the best mechanisms
for getting accessibility included in product design. Often accessibility
is overlooked because of a lack of awareness of the issues. People
do not realize how inaccessible products can be to individuals
with disabilities and they do not understand how much an individual’s
life can be improved with the availability of more accessible
products. Training can greatly affect accessibility practices
through increasing awareness of disability issues, increasing
awareness of standards and guidelines, and providing tools (processes
and checklists, for example) to facilitate accessibility implementation.
Companies should be aware of hidden messages in
corporate training. For example, if a company emphasizes section
508 conformance over accessibility in general, employees may come
to view UD and accessibility as a federal sales issue. Designers
may choose to ignore accessibility requirements if they know that
their product is not likely to be marketed to the Federal Government.
To be effective, training should be tailored for
the decision makers who routinely affect accessibility in the
corporation. Technical staff might like to consider the needs
of people with disabilities, but they are junior staff members
who do not have the power to implement major design decisions.
Technical staff training is effective if concrete design examples
and information about integrating UD guidelines into the design
process are offered. However, changes to the design process are
often resisted by middle managers, who argue that extra development
time would be required, that money must be expended, or that these
changes are not relevant to the target market. The key decision
makers are the key product team members and the personnel who
are responsible for defining the products’ functional requirements.
One successful method of providing UD and accessibility
awareness training is to incorporate basic constructs into employee
induction training. Other successful training methods include
alternative delivery methods, such as a video, on the importance
of UD and the impact of inaccessibility on the lives of people
with disabilities. Computer-based training materials have also
been used to increase general awareness of accessibility issues.
Research
With one notable exception, the accessibility program
offices of the four companies participating in the industry study
were not directly linked with corporate research. One company
was able to successfully integrate personnel with research experience
into the accessibility program office. This integration allowed
the program office to offer design solutions to the accessibility
problems that it identified through testing. However, most accessibility
program offices were not in a position to influence research priorities
or review research before it was integrated into a product development
cycle.
Several companies successfully employed external
consultants to assist with UD or accessibility research. However,
externally funded research tended to be more exploratory in nature
and less focused on design-oriented solutions.
Research into accessibility issues is dependent
on available funding. Much design work is dependent on research
of the best way to implement accessibility features, compatibility
with assistive technologies, and development of emerging technologies.
Advanced and ongoing research can influence accessibility implementation
through identification of features that are useful for the disability
community, cost-effective, and appealing to a wide population.
Design
In many cases, accessibility processes are in place
for both design and quality assurance, including user-centered
design, but are either not documented or not followed consistently.
Accessibility requirements are not well integrated into existing
design processes. For those companies that do include accessibility
requirements in the design process, the requirements are typically
tailored to the specific product line or range of product lines
produced by the company.
Design decisions are made by a range of personnel.
Industrial designers or design management teams typically handle
display and control layout. Product managers or core team members
detail the design and ensure manufacturability. Some design decisions
are made at the engineering level. Typically, decisions about
trade-offs are made at an upper-management level. Decisions about
product requirements are typically handled at the marketing level.
Accessibility champions can have some influence over the design,
independent of the above-mentioned roles.
All six companies participating in the industry
study adopted some variant of a product development or life cycle
design process. However, the companies varied in the extent to
which they followed engineering process manuals. Smaller projects
and internal research and development projects tended to operate
outside the formally defined development process. None of the
companies reported immediate changes to the development process
in response to section 508. Rather, UD and accessibility requirements
have slowly been integrated into the development process, mainly
in response to efforts from members of the companies’ internal
accessibility program offices. Three of the six companies reported
that accessibility was addressed in its formal engineering product
manuals. However, two of those three companies reported that their
formal engineering process simply required that accessibility
be considered at some point in the design process. In general,
detailed requirements or checklists relating to accessibility
were not found in formal design documents.
The product life cycle design process is intended
to manage the product from its inception through its retirement
and eventual cessation of support. Although different companies
have different names for their design processes, the processes
all generally follow these steps:
- Product planning
- Requirements definition
- Product specification
- Development
- Verification and testing
- Manufacturing
- End-of-life management
In order for UD principles to be incorporated into
the final product, the principles must be considered at the very
beginning of design. Accessibility must be considered during product
planning. Companies that relied solely on accessibility testing
after product development were unable to have a substantial impact
on the overall accessibility of the product. Product planners
must decide very early whether accessibility will be considered
in the design of the product and to what extent the product will
meet or exceed accessibility technical guidelines. Companies that
failed to consider accessibility early in product development
often failed to have a significant impact on the accessibility
of the final design.
In the requirements-definition phase, it is important
to define objectively testable requirements for accessibility.
It is not sufficient to require that the product be accessible,
because doing so provides little information to designers and
prevents accessibility verification testing. Vague accessibility
requirements are more likely to be ignored in both the development
and the verification and testing phases of design. Proper accessibility
requirements should be defined in the form of the incorporation
of relevant section 508 technical requirements or specific functional
performance requirements. For example, the requirements document
could incorporate specific paragraphs from section 508 technical
requirements that apply to the specific product under development,
or it could require that specific user tasks must be able to be
performed by a given population of users with specified functional
capabilities and limitations.
During the product-specification phase, the functionality
and appearance of the product is defined in accordance with the
definition of product requirements. Personnel with expertise in
UD must be available to assist in defining the specifications,
reviewing the product specifications that affect accessibility,
and determining whether the accessibility-related product requirements
are met by the product specification. Major changes to the product
design are unlikely after the product specification has been produced,
so it is critical that accessibility be considered before moving
on to the design phase.
During development, the design is conceptualized,
produced, and prototyped. Typically, a project leader will arrange
a multidisciplinary team that might involve members of engineering,
computer science, industrial design, human factors, quality assurance,
and marketing. At least one member of the development team should
have an understanding of the accessibility issues related to the
product under development. Iterative testing and development are
important during this phase.
Testing
Companies participating in the industry study routinely
performed usability testing, but they rarely included users with
disabilities in usability testing and rarely conducted user testing
for accessibility. Accessibility evaluations are different from
standard usability evaluations in at least three ways. First,
accessibility evaluations measure the degree to which a specific
impairment restricts the operation of a device. In addition to
measuring how effective a device is, usability evaluations also
tend to measure customer satisfaction and efficiency. While satisfaction
and efficiency data may be collected during an accessibility evaluation,
this type of data is not the primary focus. A device that has
usability issues may still remain accessible, as long as the usability
problems do not disproportionably affect the ability of a user
with an impairment to accomplish a given task. Second, accessibility
evaluations are, in general, performance-based rather than subjective.
The focus of an accessibility evaluation is generally on measuring
functional performance. Finally, the primary motivation for performing
an accessibility evaluation is compliance with government regulations.
While technical standards and guidelines for usability certainly
exist, there are few legal requirements that must be met in order
for a device to be considered usable.
Federal procurement officers, in an attempt to
comply with section 508, routinely request information about the
accessibility of a product before a purchase. All the companies
that participated in the industry study reported some level of
UD or accessibility testing. However, the depth and breadth of
the testing varied widely. Most testing was performed in order
to fill out a voluntary product accessibility template. One company’s
engineering process required that a VPAT be constructed before
launching the product. Although it is unlikely that an unfavorable
evaluation would delay product launch, requiring the VPAT prior
to launch does force the design team to consider accessibility.
VPATs are often requested by federal procurement officers as part
of their required market research. Two of the six companies performed
quality assurance or requirements-verification testing as part
of the normal design process.
Testing was generally restricted to an inspection
for conformance with the technical requirements of section 508.
Notably, the functional performance requirements of section 508
were often overlooked. The functional performance requirements
are perceived as being difficult to test. The most effective method
of testing these requirements involves user-in-the-loop testing
with representative members of the disability community. Use of
a task-based approach is critical to accurately measure accessibility
and directly compare the accessibility of more than one similar
product. None of the industry partners routinely performed user
testing for the purpose of measuring conformance with the functional
performance requirements of section 508.
The industry partners were split regarding a preference
for internal or independent third-party testing. Three companies
preferred to keep testing in-house, and three companies preferred
to contract an independent lab to perform testing.
As with any kind of testing, accessibility evaluations
are more effective if they are conducted in conjunction with an
iterative design process. Testing can have the greatest impact
on accessibility if people with disabilities are included in the
evaluation process and have the opportunity to do early testing
to facilitate design changes.
Demand/Legislation
Demand is affected by consumer needs and interest
as well as legislation requiring accessibility. Demand can influence
the presence of UD features in three ways. First, consumers may
voice their interest in products with accessibility features.
If customer demand is great enough, companies are likely to address
accessibility issues. Second, some companies primarily market
to other companies. For example, cell phone manufacturers market
their products to cellular network providers. The purchaser—the
cellular network provider in this example—is in a strong
position to pass along requirements for UD to the manufacturer.
Finally, if enforceable legislation requires the government to
purchase accessible products or requires a minimal level of accessibility,
industry will not be able to ignore the need to incorporate accessibility
features into its products.
However, legislation has not been extremely effective
in increasing demand for accessible products. Many problems stem
from conflicting requirements. Local and global requirements may
differ. The business customer’s requirements may differ
from other requirements that support accessibility for the end-user.
In addition, the regulations do not change as quickly as technology
does, limiting the development of enhanced capabilities. Not all
consumers have the latest version or model, rendering some applications
inaccessible for those using older technologies. To complicate
the issues further, the federal requirements are too general to
be extremely useful and lend themselves to various interpretations.
Some companies even misrepresent accessibility of their products;
they claim to be 100 percent accessible but fail to deliver an
accessible product or deliver only a partially accessible product.
Marketing/Sales
One method of increasing demand involves adequate
marketing of products with accessibility features. Often, companies
develop products that have accessibility features, but they are
not marketed as features that support the needs of a particular
disability population. Unless the consumer does extensive research,
it may not be evident that the features exist. Consumers do not
always know what to ask for or how to ask, so unless the products
are marketed appropriately or the sales staff are trained to identify
features that may benefit a particular user, awareness of those
features will remain low. Sales staff should be trained to discuss
accessibility features with consumers, to spot consumers who may
benefit from particular features, and to relay customer requests
back to designers or another appropriate department in the company
that will get those requests factored into design considerations.
Some companies do not have any forecasts for accessibility
marketing. There is considerable recognition that the aging population
is increasing and will need to be accommodated, though this is
not addressed in the current marketing strategy. There is also
increased recognition for accommodation of temporary disabilities
resulting from a physical or mental impairment or from an environmental
or situational limitation.
Customers/People
with Disabilities
The final influences on accessibility are the customer—whether
a business customer (for example, the carrier, in the case of
cell phones) or the end-user. When a business customer is the
major driver of product requirements, UD solutions are not likely
to be integrated into a product if they are not requested.
End-users, including people with disabilities,
can influence the design process by supporting companies in their
efforts to generate products that include accessibility features.
Customers can also influence the design process by making their
problems and successes known to the companies so the designers
can build on that knowledge and improve the process for future
product development. However, there were few examples of customer
feedback resulting in a change to the design of a product.
Many companies shy away from direct interaction
with people with disabilities or disability advocacy groups. Companies
often perceive that inclusion of people with disabilities is complicated,
perhaps even aversive in nature. As an alternative, they sometimes
have phone contact with accessibility organizations that assist
them in understanding the needs of users with various functional
limitations. The quantity and quality of the guidance received
from the advocacy group is perceived to be largely dependent on
who happens to answer the phone on a given day.
Companies are often hesitant about interaction
with disability advocacy groups unless the technology they are
developing is perceived to be accessible. Companies often seek
an advocacy group’s “stamp of approval” but
rarely interact directly with the group to improve the accessibility
of an inaccessible product. Some companies interact specifically
with employees with disabilities but do not involve outside individuals.
Other interaction is through conferences, workshops, and trade
shows. Some companies perform user testing internally or through
outside consultants, and this occasionally involves people with
disabilities.
Analysis of the
Industry Study Findings
All the companies that participated in the industry
study have made strategic decisions to address the accessibility
of their products and services. A few of the companies had long-standing
accessibility programs that were reinvigorated by the technical
requirements of section 508. Other companies initiated their accessibility
activities while planning for their response to section 508. Regardless,
section 508 has clearly had an impact on the way accessibility
and UD are being addressed in industry. The most common approaches
to addressing accessibility issues were—
- Increasing the awareness
of employees
- Integrating accessibility
requirements into the design process
- Performing accessibility
verification testing
- Establishing an accessibility
program office
All six companies in the industry study provided
training, formally or informally, to a subset of their employees.
Three of the companies have integrated accessibility guidance,
particularly the technical requirements of section 508, into their
design process. Four of the six companies performed accessibility
verification testing for the purpose of generating a VPAT for
federal procurement officials. Finally, three of the industry
study partners established accessibility program offices to coordinate
accessibility activities in the company.
The industry study has identified a number of situations
in which UD principles have been successfully integrated into
corporate culture; however, there are still numerous opportunities
for improvement. First, government legislation has had an impact
on the accessibility of E&IT but has fallen far short of its
potential to inspire universally designed products. Second, the
industry study identified a number of barriers to accessibility
experienced by the study participants. Some issues were associated
with specific industries; however, the vast majority of barriers
are common to all industries represented by the six product lines
selected for study. The potential to develop interventions that
are likely to have a profound effect on a large number of companies
producing E&IT products and services is significant.
A research project studying the barriers to UD
was conducted from 1996 to 1998 by Dr. Pieter Ballon, Dr. Gerd
Paul, Dr. Leslie Haddon, and Dr. Monique van Dusseldorp under
the European Union’s Telematics Applications for the Integration
of Disabled People and the Elderly (TIDE) program. The team interviewed
68 managers from telecommunications, computer hardware, software,
electronic commerce, public information services, Internet, broadcast,
and interactive services firms. The interviewees were middle-
and high-ranking managers from marketing, product management,
design, and usability departments, primarily in the Netherlands,
Germany, and the United Kingdom. Ballon’s team found that
there was a low awareness of UD among these upper- and mid-level
managers. Few of them believed that UD would improve industry’s
development practices.
The researchers did find a number of positive factors.
Many of the managers understood and appreciated the concept of
UD, because it fit with their existing criteria for good design.
At the same time, UD is compatible with trends in the IT industry
to offer solutions that adapt to users’ preferences, experience
levels, and task requirements. Finally, the researchers found
interest in the possibility of expanding markets to include older
people and people with disabilities.
The researchers felt that the quality of marketing
information concerning the needs of real and potential users was
comparatively low in the E&IT industry compared with other,
more mature consumer goods industries. In most E&IT industry
sectors, information and guidelines on inclusive design are lacking.
They found that larger companies have more means and procedures
with which to consider the user and his or her needs in the design
process than small enterprises, especially start-up firms in software
and Web design.
The research identified nine types of barriers
to the implementation of UD principles. At the most general level
are barriers relating to a failure to sufficiently consider or
involve any end-users in the design process. More important, companies
fail to consider or involve older people and end-users with disabilities
in the design process. Some general developments in the E&IT
industry also have a negative impact on implementation: the speed
of product development, market trends, and industry organization.
For this industry study, a list of potential barriers
to UD was reviewed with each of the industry partners. The industry
partners were asked to comment on their experiences and to report
methods, if any, that were used to overcome the barriers. The
purpose of the study was to build upon the findings of the TIDE
program by reviewing an extensive list of accessibility barriers
with E&IT companies competing in the U.S. market. The following
barriers were common to most of the companies participating in
the industry study:
- Section 508 is either not
being adhered to or is being adhered to inconsistently.
- Some people feel that the
business case for UD and accessibility is weak.
- A standard accessible design
process has not been documented, tested, or verified.
- There is a lack of realistic
standards, guidelines, and principles for accessible design.
- There is no standardized
method of measuring accessibility or comparing the accessibility
of two similar products.
- Many feel that there is no
clear definition of how accessible a product has to be to be
considered an accessible design.
- Often there is a lack of
communication across departments regarding accessibility requirements.
- Many companies lack accessibility
champions who are in a position to influence company decisions.
- Middle management often perceives
accessible design to be in direct conflict with schedule and
budget requirements.
- Individuals with disabilities
are not integrated into the design or evaluation processes.
Common barriers identified during the industry
study are discussed in detail in the following paragraphs:
Section 508 is either not being
adhered to or is being adhered to inconsistently. Inconsistent
application of section 508 by federal procurement officials
was the most commonly heard complaint among the industry partners.
As might be expected, the industry partners that did not market
to the Federal Government were less concerned about section
508 issues.
Two of the industry partners did not market to
the Federal Government, and four of the partners produced products
that were directly marketed to the Federal Government. The industry
partner representing a distance learning software company markets
its products mainly to universities. The company perceived that
it must conform with the technical requirements of section 508
because its customers were demanding conformance; however, the
company was technically not obligated to develop products in
conformance with section 508. The company made a decision to
design to section 508 because its customers incorrectly assumed
that section 508 applied to them because they received federal
funding as public universities. The company representing cell
phone manufacturing had little experience with section 508,
mainly because it marketed its products almost exclusively to
the cellular network carriers and did not feel much pressure
to conform to section 508 requirements.
The four remaining companies that did market
to the Federal Government expressed discontent with the way
federal procurement officials have procured products and services
under section 508. In general, companies responded to section
508 in one of two ways. Some adopted a “wait and see”
attitude while minimally responding to the requirements of section
508. Such companies might produce VPATs, but they were unlikely
to invest resources in developing products to conform to section
508 until the cost could be justified. Companies in this category
have yet to experience either lost or increased sales to Federal
Government customers because of section 508. There is a perception
by some in industry that section 508 conformance is being “rubber
stamped” by procurement officials and that the content
of the VPAT is not important as long as a VPAT is offered.
Other companies have been very proactive in their
response to section 508. Two of the companies in the industry
study have incorporated section 508 requirements into their
design process. However, at least one company is currently reconsidering
its accessibility program investment in response to section
508 because it has not realized increased federal sales from
its increase in overall accessibility. Furthermore, the company
did not observe a reduction in federal sales for competitors
that were perceived as producing less accessible products. In
short, accessibility seems to have failed to become a key discriminator,
as promised under section 508.
Some people feel that the business
case for UD and accessibility is weak. All six companies
reported that they struggled with the business case for universally
designed products and services. Most companies could not report
specific instances in which accessibility was a key discriminator
in a federal procurement. In the absence of data suggesting
that federal sales could be increased with UD or data suggesting
that federal sales were at risk because of nonconforming products,
companies were reluctant to use federal sales figures in developing
a business case for UD.
A standard accessible design
process has not been documented, tested, or verified.
Several companies have attempted to integrate UD into their
standard product development process. Process interventions
typically include prompts to consider accessibility during design,
the addition of accessibility requirements to requirements-definition
documents, and limited testing with users with disabilities.
However, no one has been able to determine if the interventions
are sufficient or if additional interventions are required to
produce accessible products and services. The impact of the
integration of candidate accessibility interventions into the
design process has not been studied extensively.
There is a lack of realistic
standards, guidelines, and principles of accessible design.
Accessibility design guidelines that are currently available
are not sufficiently detailed to have a profound effect on the
overall accessibility of all E&IT products. Some guidance
does exist, such as the technical requirements associated with
sections 508 and 255; however, the guidance is sometimes ambiguous
or subject to alternative interpretations.
There is no standardized method
of measuring accessibility or comparing the accessibility of
two similar products. The industry partners struggled
with the issue of measuring accessibility of products or comparing
the accessibility of two similar products. An industry agreed-upon
accessibility metric does not exist. In addition, industry has
not identified a standard method of measuring accessibility.
Currently, accessibility is measured only in terms of section
508 conformance. The VPAT is currently the agreed-upon vehicle
for reporting accessibility. It does not, however, necessarily
reflect the actual accessibility of the product it was created
for, nor does the VPAT allow procurement officials to directly
compare the accessibility of two similar products.
Many feel that there is no
clear definition of how accessible a product has to be to be
considered an accessible design. Many people see UD as
a goal. The goal is to create a product that is usable by as
many people in as many situations as possible. Given that complete
accessibility is either impossible or cost-prohibitive, companies
are struggling to determine just how accessible their products
need to be to be considered accessible. The problem is compounded
by the fact that companies do not have useful methodologies
for measuring accessibility.
Often there is a lack of communication
across departments regarding accessibility requirements.
Communication between the accessibility program offices and
other departments was limited by the resources of the program
office. While some proactive outreach activities were observed,
the accessibility program offices were generally reactionary
in nature. Most of the decisions that affect accessibility take
place within product design teams working on specific projects
and outside the influence of the program office. Also, sales
departments in two of the industry partners were not well connected
with the personnel making decisions about new product development.
In two companies, the demand for accessible products was great,
but that demand was not communicated to the group defining the
requirements for the next-generation products.
Many companies lack accessibility
champions who are in a position to influence company decisions.
Accessibility champions working within the companies participating
in this study had diverse backgrounds and job responsibilities.
The accessibility champion, to be truly effective, must be able
to influence corporate decisions for the purpose of setting
priorities and securing resources to further UD efforts.
Middle management often perceives
accessible design to be in direct conflict with schedule and
budget requirements. Project managers are responsible
for making sure that a development project comes in on time
and on budget. Because accessibility generally does not have
a specific budget, the project manager perceives the research
required to identify accessibility requirements and integrate
them into the design as a threat to his or her objectives. If
accessibility features can be developed without adversely affecting
budget or schedule, they have a chance of being integrated into
the product; however, accessibility activities are often the
first to be cut if budget or schedule is threatened.
Individuals with disabilities
are not integrated into the design or evaluation processes.
Many of the industry partners did not include people with disabilities
in either the design phase or the testing and evaluation phase
of product development. Tight schedules or limited resources
were the most common reasons cited for lack of integration of
people with disabilities into the design process. Other problems
exist because of the accessibility barriers themselves. For
example, it would be difficult to find a user who is blind who
has extensive experience with computer-based training software
if computer-based training software is generally inaccessible
to users who are blind. Also, very few users with disabilities
are experienced in participating in design focus groups or accessibility
evaluations. Industry partners that perform user testing with
people with disabilities typically perform only very limited
or sporadic testing.
ATM Industry UD Barriers.
The most important barriers to UD expressed by the industry partner
representing the ATM industry were—
- A standard accessible design
process has not been documented, tested, or verified.
- Sometimes accessibility features
are poorly communicated to the consumers who require the features.
- The cost of developing and
fielding new technologies associated with accessibility is often
seen as prohibitive.
- Personnel responsible for
making accessibility decisions often have little knowledge about
accessibility or accessible design.
- Accessibility is often interpreted
narrowly to include only physical access to the technology.
Barriers specific to the ATM industry identified
during the industry study are discussed in detail in the following
paragraphs.
A standard accessible design
process has not been documented, tested, or verified.
Factors beyond the immediate control of manufacturers of ATMs
often affect the accessibility of ATMs. For example, while the
manufacturer supplies guidelines for placement of the ATM, the
purchaser of the ATM may choose to install the ATM in an inaccessible
location. Furthermore, the purchaser often insists on loading
custom software onto the ATM that may or may not take advantage
of the built-in accessibility features of the device.
Sometimes accessibility features
are poorly communicated to the consumers who require the features.
Some users may not be fully aware of the accessibility features
available on ATMs. UD features may not be used if users are
unable to identify ATMs that possess the features or understand
how to use them. While manufacturers often create end-user instruction
materials and product brochures, the applicability of the materials
is limited by the extent of software customization performed
by the purchaser.
The cost of developing and
fielding new technologies associated with accessibility is often
seen as prohibitive. ATMs represent a substantial investment
for the purchaser. Replacement of ATMs is often cost-prohibitive
or extremely difficult. Furthermore, the life expectancy of
ATMs is such that they rarely need a full replacement. Product
components are simply replaced as needed or as substantially
upgraded functionality is made available. Accessibility enhancements
are unlikely to justify replacement of an existing ATM or even
provide justification for replacing key ATM components. However,
if the accessibility enhancements are bundled with security
or performance enhancements, purchasers may find the upgrade
more attractive.
Personnel responsible for making
accessibility decisions often have little knowledge about accessibility
or accessible design. Banks may place the ATM in an inaccessible
location, may design inaccessible screens, or may design the
pathway to the ATM in such a way as to make it inaccessible.
Accessibility is often interpreted
narrowly to include only physical access to the technology.
During a normal design process, the total user experience is
often considered; however, it may be overlooked when the design
is focused on accessibility. For example, when addressing access
issues for individuals in a seated position, the inability of
the user to privately enter the user PIN is overlooked. A seated
person cannot conceal the keypresses in the same manner as someone
standing. Accessibility evaluations should address the total
user experience and not just the physical access issues.
Cell Phone Industry UD Barriers.
The most important barriers to UD expressed by the industry partner
representing the cell phone industry were—
- Marketing and technology
trends sometimes run counter to accessibility requirements.
- Sometimes accessibility features
are poorly communicated to the consumers who require the features.
- Companies often do not know
how to market to people with disabilities.
- The cost associated with
purchasing accessible products is not affordable by people with
disabilities.
Barriers specific to the cell phone industry identified
during the industry study are discussed in detail in the following
paragraphs.
Marketing and technology trends
sometimes run counter to accessibility requirements.
Several marketing trends run counter to UD in cell phones. Miniaturization
is currently driving the development of most cell phones. As
the form factor of cell phones is reduced, the space available
for both the display and the keypad is reduced. Users who have
difficulty reading information on small displays or users who
have difficulty selecting small keys have difficulty using small
cell phones. In addition, there is a current trend to expand
the capabilities of phones to include PDA functionality. The
“smart phones” are controlled by complex menu structures
that may be difficult for some users to navigate.
Sometimes accessibility features
are poorly communicated to the consumers who require the features.
Cell phone manufacturers build phones to the requirements specified
by the carriers and often have little interaction with end-users.
In general, the cellular network providers are the exclusive
customers of the cell phone manufacturers. The cell phone manufacturers
have little control over how their products are marketed to
end-users. Therefore, accessibility features built into cell
phones are often not communicated to the end-user.
Companies often do not know
how to market to people with disabilities. In the cell
phone industry, this issue applies to the cellular network providers
rather than the manufacturers. The sales staff members of the
cellular network providers are often not familiar with the accessibility
features of the phones operating on their networks and are incapable
of advising people with disabilities about their purchase decision.
The cost associated with purchasing
accessible products is not affordable by people with disabilities.
Accessibility features tend to be added to the high-end products,
which are typically not subsidized by the carrier. Higher processing
speeds and greater memory are often required to operate accessibility
features such as voiced menu options. Phones containing adequate
processing and storage resources tend to be relatively expensive.
Customized third-party software designed to increase the accessibility
of programmable phones is also expensive and therefore out of
reach of most users with disabilities.
Distance Learning Software Industry
UD Barriers. The most important barriers to UD expressed
by the industry partner representing the distance learning software
industry were—
- Designers lack an understanding
of accessible design and what can be achieved if products are
designed with accessibility in mind from the beginning.
- There is a lack of tools
and resources useful for efficiently creating accessible products.
- The amount of time required
to produce accessible products is prohibitive.
Barriers specific to the distance learning software
industry identified during the industry study are discussed in
detail in the following paragraphs.
Designers lack an understanding
of accessible design and what can be achieved if products are
designed with accessibility in mind from the beginning.
Although developers of the core distance learning software seem
to understand and design for accessibility, the developers of
course content may not have the same appreciation for UD. Professors,
teachers, instructors, and teaching assistants are responsible
for the development of the vast majority of distance learning
course content. The content may consist of videotaped lectures,
audiotapes, transcripts of lectures, PowerPoint presentations,
PDF documents, multimedia presentations, streamed video, and
electronic texts. Each content type is associated with very
specific accessibility issues. For example, streamed video should
be closed-captioned and, in some cases, audio described in order
to be considered accessible. Unfortunately, few content providers
are able to commit the necessary resources required to develop
fully accessible content.
There is a lack of tools and
resources useful for efficiently creating accessible products.
The tools available to content providers offer little assistance
in creating accessible content. Often content must be recoded
manually in order to be accessible. For example, the effort
required to design and develop an accessible slide presentation
is often many times greater than the effort required to create
the presentation without the accessibility features. Presentation
software such as Microsoft’s PowerPoint does not natively
generate accessible content. Therefore, the content provider
must work outside the presentation software to develop an accessible
HTML representation of the original presentation.
The amount of time required
to produce accessible products is prohibitive. It can
take an experienced professional as much as 14 hours to caption
1 hour of video. Content providers simply do not have the time,
resources, or tools to create fully accessible distance learning
content.
PDA Industry UD Barriers.
The most important barriers to UD expressed by the industry partner
representing the PDA industry were—
- Marketing and technology
trends sometimes run counter to accessibility requirements.
- Companies often do not know
how to market to people with disabilities.
- The cost associated with
purchasing accessible products is not affordable by people with
disabilities.
- Designers lack an understanding
of accessible design and what can be achieved if products are
designed with accessibility in mind from the beginning.
Barriers specific to the PDA industry identified
during the industry study are discussed in detail in the following
paragraphs.
Marketing and technology trends
sometimes run counter to accessibility requirements.
The primary interface for most PDA devices, such as Palm OS
or Pocket PC–based products, is a touch-sensitive stylus
interface. The touch-sensitive interface, like the touchscreen
interface, is not accessible to people who are blind. Low-vision
users may find it difficult to use assistive technologies, such
as a magnifying lens, while holding the device and using the
stylus. Users with fine motor control limitations will find
it extremely difficult to select items from the on-screen menus
because of the precise motor control movements required to use
a touch-sensitive stylus interface. Although the potential for
use of a PDA by people with disabilities is great, the technology
is currently inaccessible to many users.
Many of the elements needed for the development
of an accessible PDA are already embedded in existing products.
Technologies for voice recognition interfaces—such as
microphones, speakers, storage, and a sufficiently fast processor
to process the voice recognition algorithms—are generally
built into many PDAs. However, the software required to fully
implement the technology in an accessible manner has not yet
been developed. As an alternative to using the stylus interface,
some programs support navigation using the hardware keys found
on many PDAs. Keypress navigation is available for some applications,
but adoption of the alternative navigation scheme is not widespread
among software developers.
Companies often do not know
how to market to people with disabilities. Perhaps because
of the inaccessibility inherent to the touch-sensitive stylus
interface, the accessibility of mainstream PDAs seems to have
been overlooked. Therefore, PDAs are generally not marketed
to people with disabilities, nor is the potential for PDAs to
improve the lives of people with disabilities recognized.
The cost associated with purchasing
accessible products is not affordable by people with disabilities.
While the cost of PDAs has been reduced, they still represent
a substantial investment for consumers. People with disabilities
are reluctant, and rightly so, to invest in technologies with
unproven track records on accessibility. Accessible devices
with PDA functionality, such as Freedom Scientific’s PACMate,
can cost up to 10 times the price of a standard PDA. Therefore,
few people with disabilities are able to afford the devices
without assistance.
Designers lack an understanding
of accessible design and what can be achieved if products are
designed with accessibility in mind from the beginning.
Because of the touch-sensitive stylus interface, many see the
PDA as inherently inaccessible, just as a digital camera is
inherently inaccessible to a person who is blind. PDAs, particularly
as storage capacities and processing power increase, are gradually
becoming true handheld personal computers. It is reasonable
to assume that a capable PDA could employ some of the same mechanisms
for accessibility as personal computers. For example, voice
displays used in conjunction with keypad navigation could be
used in a similar manner to the way screen readers are used
with personal computers. Voice recognition technologies could
provide access to users who are unable to interact with the
screen or keys. Screen magnifiers could be employed to assist
users with low vision. Cooperation among hardware manufacturers,
operating system developers, software application developers,
and AT software developers will be needed to produce a fully
accessible PDA. Currently, hardware manufacturers are reluctant
to change their products unless the necessary accessibility
features are built into the operating system and there is demand
from software application developers.
Television Manufacturing Industry
UD Barriers. The most important barriers to UD expressed
by the industry partner representing the television manufacturing
industry were—
- Personnel responsible for
making accessibility decisions often have little knowledge about
accessibility or accessible design.
- There is a lack of realistic
standards, guidelines, and principles of accessible design.
Barriers specific to the television industry identified
during the industry study are discussed in detail in the following
paragraphs.
Personnel responsible for making
accessibility decisions often have little knowledge about accessibility
or accessible design. Accessibility of television sets
depends on the cooperation of television manufacturers, content
distributors, and content developers. Television manufacturers
are responsible for developing hardware designs to take advantage
of accessibility features, such as closed-captioning and descriptive
audio, added by content developers. Content distributors must
be aware of the accessibility features and deliver the content
so it does not interfere with these features. Design decisions
made by television manufacturers, content distributors, and
content developers often are made for technological, financial,
or creative reasons without consideration for accessibility.
There is a lack of realistic
standards, guidelines, and principles of accessible design.
While standards and guidelines exist for some aspects of television
accessibility, such as closed-captioning, very little guidance
is available for the accessibility of most television components.
For example, little if any guidance is available for the accessibility
of remote controls or on-screen menus.
Voice Recognition Software UD
Barriers. The most important barriers to UD expressed by
the industry partner representing the voice recognition software
industry were—
- The technology required to
produce accessible products is not available at a reasonable
cost.
- The cost of developing and
fielding new technologies associated with accessibility is often
seen as prohibitive.
Barriers specific to the voice recognition software
industry identified during the industry study are discussed in
detail in the following paragraphs.
The technology required to
produce accessible products is not available at a reasonable
cost. Great advances in technology have improved both
response time and accuracy of voice recognition software. However,
frequent errors and recognition delays greatly affect the overall
usability of voice recognition software. There are two basic
types of voice recognition software. Natural language recognition
software, such as Dragon Naturally Speaking or IBM ViaVoice,
attempts to process and recognize a vast vocabulary of words.
Such software can be used to navigate computer programs as well
as produce text. In general, the user is required to tune the
voice recognition software to the nuances of his or her voice
in order to obtain acceptable levels of voice recognition accuracy.
In contrast, limited vocabulary voice recognition software,
such as an automated phone attendant, improves accuracy by constraining
the number of words that the system can recognize. Limited vocabulary
systems are speaker-independent and do not require tuning to
the user’s voice.
Natural language voice recognition software is
still perceived as being too inaccurate and slow for use as
an alternative to keyboard and mouse input. Users with disabilities
who have used the technology in the past are reluctant to purchase
additional software because of past disappointments. However,
user perception of limited vocabulary voice recognition software
is changing. Specialized voice recognition software can be embedded
in common products such as digital copiers and public kiosks
to provide access to a device that would otherwise be inaccessible.
The cost of developing and
fielding new technologies associated with accessibility is often
seen as prohibitive. Although the pathway to embedding
voice recognition technology in common E&IT products is
understood, implementation of the integration can be challenging.
The embedded voice recognition system typically consists of
a voice recognition algorithm, audio input and output circuitry,
a processor to execute the voice recognition algorithms, and
a software vocabulary. The audio circuitry and processor represent
a nontrivial production cost. The cost to develop the voice
recognition algorithms (or to license existing ones) and capture
needed samples of the vocabulary can also be high.
V.
Discussion
The purpose of this research program is to understand
the market for universally designed mainstream consumer products
and services, document successful UD development processes, understand
consumer needs, understand UD facilitators and barriers, and identify
and address current issues in universal design. On the basis of
the data collected during the market analysis, product assessment,
industry study, and user study, certain conclusions can be drawn
about the state of UD and the likely trends that will facilitate
or inhibit the development of UD products and services.
First, a sizeable market for UD products and services
exists. However, few companies appreciate the size of the market
or know how to tap its potential.
Second, UD objectives can be achieved by making
relatively minor modifications to the product design process currently
used by manufacturers. The fact that companies can achieve UD
objectives without changing their core design process is significant,
because UD principles can be incorporated with minimal disruption.
Furthermore, design process interventions, such as the adoption
of accessibility requirements or the performance of user testing
with people with disabilities, can be incorporated gradually as
part of an organized, deliberate rollout of a UD program.
Third, our review of the state of UD indicates
that products that are designed to be accessible sometimes do
not meet the actual needs of the target population. Developers
may not fully understand the needs of users with disabilities,
because people with disabilities are not usually integrated into
the design process, and information about the functional capabilities
and limitations of people with disabilities is not available in
a conveniently accessible format. Also, technical solutions to
accessibility issues may be formulated in the absence of the total
design or with little understanding of how the feature will be
used.
Finally, the discussion section ends with an analysis
of the barriers to the implementation of UD faced by industry
and a discussion of possible facilitators for the adoption of
UD principles. The following paragraphs discuss the major findings
of the UD research project in further detail.
A Sizable Market
Exists for Universally Designed Products and Services
The market analysis and focus group study results
demonstrate that a market does indeed exist for UD products and
services. E&IT is driving the creation of new communities
that are forever changing the way people live, learn, work, and
play. Companies are increasingly expanding their presence in emerging
markets. Businesses are serving populations they have never served
before. No two people have the same set of characteristics, learning
styles, preferences, abilities, experiences, and educational backgrounds.
The classes of people making up the market for UD products and
services include—
- Users with disabilities
- Users with temporary disabilities
- Users with functional limitations
due to situational factors
- Users with low literacy skills
- Users in low bandwidth areas
- Users desiring increased
functionality and usability
- Users who do not speak English
as their primary language
- Users in high-population-density
areas
- Users who are elderly
Approximately 21.19 percent of the total U.S. population
has a formally classified permanent disability (i.e., low vision,
blind, hard of hearing, deaf, upper-mobility impaired, lower-mobility
impaired, or cognitively disabled). When considered at a more
global level, almost 500 million people in just the United States
and the top five emerging markets have permanent disabilities.
Add to that number those people with permanent disabilities in
all other parts of the world, as well as individuals who experience
temporary or situational disabilities or an impairment resulting
from one of the classifications listed above, and it is clear
that accessible designs are critical to everyday functions.
In addition to the sheer numbers of people who
can benefit from UD products and services, there are legal mandates
to address the needs of people with disabilities. Legislation
provides further justification for developing products and services
that can be used by larger segments of the population. Technological
advances are ever-increasing, which enhances our ability to provide
products that are usable by more people. These products can also
be provided more cheaply. Cost is a barrier that has been difficult
to overcome in the past.
As previously specified, users with disabilities
include those who have low vision; are blind, hard of hearing,
or deaf; or have an upper- or lower-mobility or cognitive disability.
Temporary and situational disabilities result in functional limitations
that mimic those of permanent disabilities. People in darkness
or an eyes-busy situation (e.g., driving a car) can benefit from
the same tactile cues that people who are blind use. Low vision
is created when someone has dilated pupils, is without his or
her reading glasses, is in a smoky or low-light environment, or
is presented with a small display using small fonts. Noisy environments
create similar issues as for people who are hard of hearing. Very
loud environments (e.g., a construction site) or forced-silence
environments (e.g., a library or meeting) create a need for alternative
means of communication, as for people who are deaf. Limited manual
dexterity results if someone has a broken arm, arthritis, or hand
tremors; is in a bouncing vehicle; or is wearing gloves. Finally,
temporary limited cognition can result when individuals are distracted
or panicked, under the influence of alcohol, or in an environment
where their native language is not spoken.
Users with low literacy skills or who are in an
environment where the native language is not their primary language
(including tourists) can benefit from some of the same products
and product features that help cognitively disabled individuals,
including use of simple language, good graphical metaphors, and
redundant text and pictures. Users in low-bandwidth areas can
benefit from some of the same products and product features that
help people with low vision and users who are blind, including
text alternatives for graphics and low-density displays.
The elderly population is ever-increasing, and
many difficulties faced by people with various types of disabilities
will become issues for the aging population as well. Products
that can be developed for use by a variety of individuals will
benefit people as they age. The elderly experience limitations
to their sight, hearing, manual dexterity, and cognition. Many
of these individuals are accustomed to having access to various
technologies and have come to rely on them; they will expect to
be able to continue to use these technologies, despite any age-associated
limitations they may develop. They will not want to purchase new
products to accommodate their developing limitations. This includes
products that are easy to understand and use, that have adequately
spaced and sized buttons, and that have sufficiently sized labels
and display elements, to name a few features.
The final group is users who desire increased functionality
and usability. For example, the cell phone used to be simply a
voice communications device. Now many cell phones have text messaging
as well. Text messaging is one feature that is particularly beneficial
to people who are deaf or hard of hearing, but a large percentage
of the population has adopted the technology for situations in
which voice communication is inappropriate. Many product features,
if designed with different user groups in mind, can benefit a
large part of the population, satisfying the needs of many rather
than just a few.
Universal Design
Principles Can Be Easily Incorporated into Current Design Practices
The industry study included a review of the design
practices of the industry partners. While different companies
have different names for the individual design processes, the
processes generally follow these steps:
- Product planning
- Requirements definition
- Product specification
- Development
- Verification and testing
- Manufacturing
- End-of-life management
The application of UD principles does not require
a major modification to the way companies currently develop products.
Minor changes in the way products are developed will lead to significant
increases in accessibility. The most important modification to
the design process occurs in the very first stage of design: product
planning or product conceptualization. During this stage, the
objectives of the design product are outlined and the high-level
conceptualization of the product is developed. Accessibility must
be considered during this stage. Companies that failed to consider
accessibility in product planning often failed to have a significant
impact on the accessibility of the final design.
The incorporation of UD principles at the product-planning
stage involves expanding the user requirements to include people
with disabilities and adapting to principles of UD in the conceptualization
of the specific product being designed. For example, if a new
copier is under development, product planners might consider early
on that users who are blind should be able to complete all the
primary tasks supported by the device. This consideration might
lead product planners to conceptualize a copier with a user interface
that is supplemented with a secondary, but integrated, user interface
that is accessible to those who are blind. Users with disabilities
should be consulted during the product-planning phase.
Slight modifications to the requirements-definition
phase can also lead to significant improvements in accessibility.
In the requirements-definition phase, it is important to define
objectively testable requirements for accessibility. It is not
sufficient to require that the product be accessible, because
doing so provides little information to designers and prevents
accessibility verification testing. Vague accessibility requirements
are more likely to be ignored in both the development and the
verification and testing phases of design. Testable requirements
that are tailored to the product being developed should be incorporated
into the requirements definition of the product. Again, the addition
of accessibility requirements does not change the way the product
is designed. Rather, these requirements are simply added to the
existing requirements-definition methodology. The same methods
used for monitoring, tracking, and measuring standard product
requirements can and should be applied to accessibility requirements.
During the product-specification phase, the functionality
and appearance of the product is defined in accordance with the
definition of product requirements. Personnel with expertise in
UD must be available to assist in defining the specifications,
reviewing the product specifications that affect accessibility,
and determining if the accessibility-related product requirements
are met by the product specifications. Given that most companies
use some sort of integrated team development process during the
product-specification and product-development phases, the addition
of a team member with UD expertise is not likely to be disruptive.
In fact, an existing team member can assume the role of the UD
expert on the development team by becoming familiar with UD principles
and understanding the functional limitations and capabilities
of people with disabilities.
The product-development phase typically involves
iterative design and testing of prototypes. The product-development
test plan should be broadened to include users with disabilities
and testing with common assistive technologies. Testing should
be task-based. The outcome of testing should be determined by
human performance rather than the subjective impressions of the
users.
Products Designed
To Be Accessible Sometimes Do Not Meet the Needs of Users
Manufacturers, sometimes with good intentions,
often develop products that, while innovative, fail to meet the
needs of the intended population. Occasionally, products are developed
with accessibility features that only partially meet the needs
of users. For example, some cellular phones have been developed
with auditory indicators for battery and signal strength; however,
the user is required to operate a user interface that requires
vision to properly activate and configure the additional features.
In this case, the designers of the system were successful in developing
a needed indicator for users who are blind, but they fell short
of the solution the implementation of the feature set was developed
to address. Occasionally, developers working on accessibility
issues are segmented from the general design and must develop
accessibility solutions independent of the main design path. This
practice can lead to a failure to integrate accessibility into
all aspects of the design process.
Occasionally, designers fail to fully appreciate
the needs of users with disabilities. For example, an ATM developer
may incorrectly assume that Braille labels on numeric keypads
increase accessibility for people who are blind. In reality, most
users who are blind are comfortable using a standard keypad. What
users request most often is a standard keypad with raised buttons
and a nib on the “5” key. The nib serves to quickly
orient the user to the arrangement of the keypad and is much more
useful than Braille labels on the keys. In fact, the Braille labels
may interfere with the user’s ability to quickly identify
the “5” and therefore increase transaction times for
users who are blind.
Failure to address the needs of users with disabilities
typically results from a separation of the user from the design
process or the separation of the designer of accessibility features
from the mainstream design activities. Companies interested in
developing universally designed products and services should consider
consulting with people with disabilities or accessibility subject-matter
experts when contemplating an addition of a design feature that
is intended to increase the accessibility of the product. Furthermore,
companies should consider mainstreaming accessibility-feature
development as soon as practical so that the feature will be well
integrated into the product and all aspects of the feature, such
as configuration and activation, will be considered.
Legislation
Is Currently Both a Facilitator and a Barrier to Universal Design
The Federal Government has a critical role to play
in the promotion of UD. Accessibility-related legislation can
affect businesses in several ways, some positive and some negative.
Straightforward ways in which businesses can experience a direct
positive impact from legislation include the following:
- Legislation can remove barriers
that inhibit provision of accessible products and services.
The primary method by which legislation can remove these barriers
is to set standards for interoperability in a complex network
of systems. The impact of such legislation can be to remove
barriers that prohibit content providers from marketing accessible
products because of infrastructure constraints. Such legislation
can also allow infrastructure developers to invest in feasible
technologies with the assurance that content providers will
produce compatible products.
- Legislation can create new
markets for accessible products and services. Legislation that
creates new markets for accessible products or services also
creates new ancillary opportunities for testing and marketing
those products or services. These new markets can be pursued
by all types of businesses.
- Legislation can alter the
market dynamics for a given class of products, creating a new
product attribute that can be used to gain market share. Legislation
that alters the market dynamics in this way inherently creates
a way for an incumbent business to lose market share to a competitor—thereby
creating an incentive for the incumbent to improve the accessibility
of products to guard against the loss of market share.
Straightforward ways in which businesses can experience
a negative impact from legislation include the following:
- Legislation can add to the
base cost of producing a product or providing a service, without
creating a commensurate offset in (increased) price. This type
of impact is particularly negative when different suppliers
experience different impacts in costs—for example, when
some competitors are exempted from full compliance and thus
do not experience the same cost increases as other competitors.
- Legislation can eliminate
markets for certain existing or planned products. Products can
be eliminated because they are noncompliant with requirements
of the legislation and thus cannot be sold or because they are
not compatible with a prescribed architecture for interoperability
and thus cannot function properly in a network of systems.
The effects described above are direct impacts
on the markets for products and services offered by businesses.
Legislation can also have indirect effects on businesses that
are positive or negative. These effects are called “indirect”
because they are manifested in long-term trends in product development
rather than in immediate effects on markets. Indirect effects
on businesses that are positive include the following:
- Legislation can encourage
businesses to invest in solving accessibility-related problems.
- Legislation can create an
incentive for innovation in developing accessible products and
services.
- By creating larger markets
for accessible products, legislation can facilitate corporate
strategies with respect to societal issues and corporate stewardship.
For some businesses, the opportunities to contribute to the
overall betterment of society (and to receive appropriate recognition
for doing so) through improved accessibility of their products
may fit well with their plans in such diverse areas as energy
efficiency, environmental impact, and community investment.
Legislation can also have indirect impacts that
are negative for businesses. Examples include the following:
- Legislation can set a minimum
standard for acceptability that becomes the de facto maximum
standard. Businesses may be unable or unwilling to justify developing
improvements in accessibility because compliance is a simple
binary judgment; improvements are not seen as economically justifiable.
- Legislation can create a
regulatory environment in which the focus is on compliance with
the regulations rather than on achieving the outcome sought
by the regulations. Businesses may produce products that comply
with the regulations but are not truly accessible. Businesses
may choose to advocate interpretations of regulations that circumvent
the intended outcome.
- Legislation can be used to
advance or oppose political agendas with little regard for the
actual outcomes that are influenced by the legislation. Businesses
can be negatively affected by these political agendas. For example,
a business might decide to oppose “government regulation”
related to accessibility on ideological grounds, even though
it may be in the best interest of that business (not to mention
society at large) for the legislation to pass.
Government,
Industry, and Consumers Have Important Roles To Play in Promoting
Universal Design
Government, industry, and consumers can all have
a hand in promoting the development of UD products. Users who
participated in the study focus groups were asked to comment on
what the Federal Government, manufacturers of products, and consumers
could do to promote universal design.
Government Involvement.
Focus group participants indicated the following:
- Government can fund research,
similar to this project, in which consumers with disabilities
are involved early in the process.
- Government can provide funding
or tax breaks to encourage companies to develop some accessible
products so that companies can see the value they can provide.
- Government can get consumer
input and make the general public more aware of accessibility
and disability issues, and can provide funding to make accessible
products more affordable. Getting consumer input should include
putting the question out to the disability community on how
to improve the technologies, rather than making decisions for
the disabled about their needs and desires.
- Government needs to continue
to develop and enforce legislation and standards, without which
industry is unlikely to act on the needs of special populations.
- Focus groups should be used
in standards development and should include participation from
a variety of consumers as well as individuals with technical
knowledge; standards should be developed in conjunction with
solutions to make them more realizable.
- Government should put a mechanism
in place to force its entities to consider their technology
purchases and the impact on different disability populations
(e.g., the U.S. Postal Service purchase of touchscreen displays).
- Government is in a position
to influence by example. If it is addressing UD-related issues
and can demonstrate positive outcomes to industry and consumers,
awareness will increase and others are likely to follow suit.
Industry Involvement.
Industry can do similar things, as indicated by focus group participants:
- Industry can get consumers
with disabilities involved early in the design process and conduct
more focus groups.
- Industry should always consult
the people they’re designing for, whether through direct
involvement or market research.
- Industry should hire people
with disabilities, at least as consultants, to provide input
throughout the design and development process. This would also
assist in increasing awareness of the needs of people with disabilities.
- Industry spends millions
in advertising dollars. It should put a portion of those funds
toward designing for people with disabilities and funding research
to assist those with disabilities.
- Industry need to make products
more affordable and do extensive marketing so that people are
aware that these products are available.
- Industry needs to consider
the wider market that can benefit from products with accessibility
features, as well as understand that there are people with disabilities
that would like to use their products.
- Industry needs to recognize
the advantage that can be had by building in UD from the beginning.
- Industry should provide a
mechanism (e.g., an accessibility program office) for consumers
to voice their concerns, and it should act more on the concerns
that it hears about.
Consumer Involvement.
Focus group participants indicated the following:
- Consumers can influence the
development of UD products by participating in research studies,
surveys, and product evaluations.
- Consumers can spend time
talking to and educating product sales people about features
that can benefit someone with a certain disability and about
the lack of usefulness of some features for people with particular
disabilities. This education can extend to other members of
the community as well, to make people aware of the issues that
affect people with various disabilities.
- They can speak up and contact
companies directly to advocate for their disability community
and provide suggestions for design improvements. Consumers need
to be very specific when contacting manufacturers to complain
about products that are not accessible. They should provide
both positive and negative feedback. If companies know what
they are doing right, their awareness will increase, and they
will be likely to continue to implement designs they know are
useful.
- In addition to contacting
manufacturers, people with disabilities should contact government
to voice their concerns and increase awareness of how many people
with disabilities there are in the population.
- Consumers can donate their
old accessibility aids to others who may benefit from them because
they cannot afford the technologies themselves.
- Consumers should contact
state agencies, which can communicate to the larger disability
populations to inform them of accessible opportunities and products
they may not know about. State agencies can serve as an information
outlet to the disability community and as a means to help government
and industry gather data they need to take steps to improve
accessibility in all matters of life.
- Consumers can purchase the
products they find most accessible. They should not purchase
products from companies that fail to demonstrate an effort to
address UD, and they should encourage others to do the same.
Industry and Consumers
Would Benefit from Better Industry Coordination with AT Vendors
Assistive technology manufacturers possess the
technical knowledge, experience, and talents that can help E&IT
manufacturers succeed in selling E&IT into emerging markets.
It is difficult for AT manufacturers to support the needs of E&IT
manufacturers for many reasons. Most of the difficulty may be
attributed to the differences in size and available resources
between AT and E&IT manufacturers.
Randy Marsden, director of ATIA and president and
CEO of Madentec (USA) Inc., uses the following analogy to paint
a picture of what compatibility of AT and E&IT is all about:
Owners of public buildings are obliged to make
them accessible to everyone, including people with physical
disabilities. They do this by focusing on providing wheelchair
ramps, automatic door openers, etc., which are of limited value
in and of themselves, unless there is also a wheelchair in the
picture. But few building owners provide wheelchairs as part
of the “accessibility package” of their building.
Wheelchairs are usually a very personal item (size, weight,
style, etc.). Instead, building owners make sure their ramps
and doors are compatible with the wheelchairs on the market
that are provided by specialized vendors.
Continuing with the analogy, the building owner
can do smaller things to help make their building more accessible
themselves. For example, they could put larger door knobs and
door pulls on their doors that make them more accessible to
everyone. You wouldn’t expect someone to bring their own
door knob. But when it comes to major items, building owners
focus on simply being compatible with the more specialized equipment
that is provided by people who better understand the disability
marketplace.
E&IT vendors are like the building owners.
They have the ability to make their products compatible with AT
products used by people with disabilities to the extent that is
technically possible and economically feasible. While AT is not
the primary approach to universal design, AT manufacturers do
have a role to play in ensuring that E&IT is accessible.
At the lowest level, universal design of E&IT
should mean that products and services should be developed so
that they do not actively interfere with the operation of assistive
technologies if the user chooses to use AT. For example, some
software applications, when installed on a user’s personal
computer, may disable screen readers. While the software may not
rely on AT for accessibility, it should at least ensure that use
of the software does not interfere with AT that may be installed
on the user’s system. This implies that E&IT vendors
should, at a minimum, have some understanding of AT and how it
is used.
AT may also be used to enhance the user experience.
While independent accessibility is an important UD goal, in some
instances AT interoperability may be built into products for the
mutual benefit of the developer of the technology and the user.
For example, a software developer should not be required to reinvent
screen reader technologies for every application. The developer
should instead concentrate on ensuring that the software is interoperable
with existing AT. Consumers benefit from the arrangement because
they may rely on the user interface of a screen reader that is
familiar and customized to meet their needs. Industry benefits
because developers can focus on the development of the application
user interface rather than the reinvention of solutions that have
already been fielded.
Opportunities for enhancing the interoperability
between AT and E&IT products include identifying reasonable,
achievable, functional performance criteria and developing AT/E&IT
interoperability specifications and interoperability testing procedures.
Both AT and E&IT vendors would benefit from a clear understanding
of requirements. Also, there is a need for AT manufacturers to
be active participants in the creation of interoperability specifications.
Notice that the word “specifications” is used in a
plural form, because there is not a single solution to interoperability.
Instead, there is a need for ongoing cooperation between E&IT
and AT manufacturers to continually define interoperability specifications
on a product-by-product basis, acknowledging the fact that some
products can be grouped into similar categories and a common interoperability
solution can be applied.
E&IT manufacturers can actively support the
AT industry by—
- Actively participating in
creating interoperability specifications
- Adhering to interoperability
specifications
- Assigning “point people”
within each E&IT manufacturer to support AT manufacturers’
efforts to achieve the highest levels of compatibility and interoperability
and to answer highly technical questions about specific E&IT
products
- Providing, at no cost, E&IT
loaner products and possibly human resources for testing AT/E&IT
interoperability
The Federal Government can support the AT industry
by weaving the tracking of AT products into the fabric of the
Department of Commerce’s mainstream E&IT product research
and continuing efforts in support of facilitating dialog between
AT and E&IT vendors.
VI.
Conclusions
Given the ultimate goal of promoting universal
design in consumer products, policymakers are confronted with
choices of strategies that will help further progress toward that
goal. Two broad categories of strategies emerge: market-based
strategies and rule-based strategies. Market-based strategies
attempt to use market forces, which translate into supply and
demand forces, to promote UD. A simple example of a market-based
strategy is use of advertising to encourage consumers to purchase
accessible products. If the advertisements are effective, demand
for accessible products will increase, and the supply will increase
to match the demand. Rule-based strategies attempt to use standards
or regulations to encourage suppliers to develop and offer accessible
products; latent demand for such products is expected to subsequently
become manifest. Rule-based strategies can be based in industry-adopted
standards, in government regulations and policies, or both. A
simple example of a rule-based strategy is a regulation that all
telephones sold in Australia must have a nib on the “5”
key.
A hybrid strategy combines rule-based features
and market-based features. A leading example is section 508 of
the Rehabilitation Act, which seeks to create a bigger market
for accessible products by regulating the purchases made by the
Federal Government. For products purchased in significant quantities
by the Federal Government, companies have an incentive to increase
the accessibility of the products and thereby increase their sales.
The rules regarding product features and capabilities only apply
to federal purchases.
Rule-based strategies “push” UD forward;
market-based strategies “pull” it forward. Some aspects
of UD are better served by a push strategy, and other aspects
are better served by a pull strategy. Delineating the mixture
of push versus pull and the overall philosophy of when to use
which strategy requires consideration of how purchase decisions
are made and how production decisions are made.
Analysis of
Purchase Decisions for Accessible Products
The decision to purchase an accessible product
is first and foremost a decision to make a purchase. Whether the
item is, in fact, accessible might not be known when the decision
is made. Factors that influence the decision to purchase an accessible
product are simply factors that influence a purchase decision—the
accessibility of the product cannot influence this behavior. The
three factors that primarily interact in a purchase decision are—
- The availability of resources
to apply to the purchase.
- The perceived inherent value
of the item.
- The properties of alternative
purchases; in particular, the perceived values of these alternatives.
Note that the alternatives could be products in the same class
as the putative accessible product or could simply be something
altogether different.
A full exposition of the complex topic of consumer
choice is well beyond the scope of this exercise. Central to this
exercise, however, is consideration of the primary contributors
to a purchase decision.
The accessibility of a given product can only affect
the purchase decision if it affects the inherent perceived value
of that item. There are two broad categories of factors that can
affect the perceived inherent value of an item:
- Actual experience with the
item or highly similar items
- Presence of discriminators
that predict eventual experience with that item
The purchaser’s “actual experience”
with an item is quite different when the item is for personal
use than when it will not be used personally. The actual experience
with an item for personal use primarily consists of the utility
of the item. When items are purchased for others to use, actual
experience may consist of direct knowledge of the outcomes experienced
by those users (as would be the case with a purchase made for
a family member or employee); but the purchaser may have no knowledge
of outcomes if the purchase is made on behalf of an agency or
large company.
To illustrate, consider safety as a factor in making
a purchase decision. Safety affects the decision only if a product’s
being “safe” or “safer” affects its inherent
perceived value. It is a relevant factor for virtually all products.
Even users of illegal drugs expect the drugs they buy to be “safe”
with respect to the intended use (e.g., not cut with a poison
that would cause immediate death). But the perception of whether
an item is safe does not affect the perceived inherent value of
an item if the purchasing agent does not, and will not, experience
the outcome of the purchase with respect to safety. For example,
an individual buying some product (e.g., an electrical extension
cord) for personal use would not purchase the product if he or
she perceived that it was unsafe—that using it might result
in harm to self or damage to property. But if the purchase is
to stock the shelves of a national discount retailer, the issue
of safety is not a personal one. Safety is a relevant consideration
only to the extent that job performance assessment or personal
liability are affected by the eventual experiences of consumers
who make retail purchase decisions.
If bulk purchasers are in a situation in which
the accessibility of the products they select does affect their
personal outcome—in the form of job performance ratings
or other means of personal accountability—these purchasers
will need access to information that will help them predict the
accessibility outcomes that will be experienced by the eventual
end-users of the products they purchase. Thus, two requirements
must be met: personal outcome experienced by the bulk purchaser
that is contingent on whether the product is accessible, and availability
of reliable information on which to make the purchase decision.
The presence of discriminators that predict actual
experience also affects decisions in the same way. If the item
is for personal use, a discriminator that reliably signals the
eventual experience will have virtually the same effect as the
experience itself. Three types of discriminators are commonly
found in the marketplace: brands (self-identifying words or symbols
that are associated with a common source of products); unregulated
claims (assertions and suggestions made in advertising, packaging,
and other methods about outcomes that will be experienced); and
regulated labels (words and other data whose meanings are regulated
so as to provide a more trustworthy basis for predicting the eventual
experience with an item.)
Note that a purchaser’s direct experience
with the outcome of purchasing a product cannot affect the purchase
of that product, because the actual experience of outcome occurs
after the purchase is made. The experience of the outcome can
only affect future purchase decisions, not past decisions. Further,
the effect on future purchase decisions affects demand in the
market only if the purchases are made often enough to have an
impact on production decisions. To illustrate, if purchasers purchased
a given product only once in their lifetimes, their actual experience
with the outcome of that purchase would never affect the market,
because they would never have the opportunity to use their experience
to shape their next purchase. Similarly, if purchases of a given
product are made quite infrequently—every few years, for
example—their actual experience of the outcome with respect
to accessibility would have relatively little impact on demand
forces in the market.
If products are purchased infrequently, then, the
actual accessibility of a product can affect the purchase decision
only to the extent that information (such as labels, brands, or
claims) is available to consumers that will allow them to predict
(consciously or unconsciously) their experience of outcome. Otherwise,
the lag times for effects of consumer demand in the market will
be far too long to have a significant impact on production decisions.
On the other hand, if purchases are made frequently,
the consumer’s actual experience of outcome can more readily
and directly affect demand forces in the market. To illustrate,
if one brand of pay telephone is accessible (e.g., compatible
with hearing aids) and another brand is not, consumers who have
hearing aids and who regularly use pay phones will quickly learn
which brand to select. If users in this category constitute a
significant segment of the market, usage rates for the accessible
product will increase and pull the market toward the accessible
product. This is especially true when there are no other discriminators
among competing products. Conversely, if users in this category
do not constitute a significant segment of the market, the pull
factor will be slight and could well have no impact.
Thus, if the purchase decision is made frequently
relative to the production decisions in the market, the consumer’s
actual experience can shape market demand if the segment of affected
users is sufficiently large. The presence of good predictor information
(labels, brands, claims) may further amplify this effect.
Reliable predictors in the form of labels, brands,
or claims can also affect the market in an aggregate sense when
they generally apply to multiple classes of products. For example,
if brand A of one type of product is reliably accessible to users
with a specific impairment, that same brand name on a different
product could be used as a predictor of the experience of outcome
and, therefore, affect demand for that product, even if the product
is purchased infrequently.
If a consumer makes a decision to purchase, that
decision usually involves selection of a specific choice from
a field of available, competing products that meet some qualification
criteria. The qualification criteria may simply be provision of
the basic functionality of the device, but they may also include
some other factors of personal significance to the purchaser.
(Examples of other factors of personal significance are country
of origin or trusted retailer.) A useful class of models of consumer
choice from economic theory segments consumer choices among available
products into the following three categories:
- Best price—the consumer
selects the product with the lowest price from among all available,
qualifying products.
- Best product—the consumer
selects the best product from among all available, qualifying
products, irrespective of price.
- Best value—the consumer
selects a product on the basis of both price and performance,
through some conscious or unconscious weighting of features
and price. Of particular interest in the present context is
the notion that best value decisions may actually focus on one
dimension of performance rather than impartially weighting all
performance factors.
The accessibility of the product can affect “best
price” or “best product” choices only if it
forms part of the qualification criteria. This path could be used
to influence the market for accessible products by advocating
that consumers, businesses, and governments consider only products
that meet some accessibility criteria (similar to purchasing paper
with at least a certain amount of recycled content). Products
then compete on price or on overall capabilities, but only if
they meet minimum accessibility criteria.
The accessibility of the product can affect best
value choices either through inclusion in the qualification criteria
or by being one (and perhaps the only) dimension of performance
that is considered in determining value. This can be promoted
by providing information about product accessibility to consumers
so they can consider it. Providing such information can lead to
some best value decisions being based primarily on the level of
accessibility in the product—that is, some consumers will
select the most accessible product when they make a best value
choice.
Demand forces in the market can therefore promote
UD and accessibility of products through the following mechanisms:
- For products that are purchased
often by individuals for their own use, consumer demand will
help drive the market to supply accessible products.
- For products that are purchased
relatively infrequently, consumers must be given information
that helps them predict their experience of outcome in order
for consumer demand to affect supply.
- For products that are purchased
for use by others (e.g., bulk purchases made by large companies
or government agencies), the outcome experienced by the purchaser
is not the accessibility of the product itself. The outcome
experienced by the purchaser, in terms of job performance ratings
or personal accountability, must be made contingent on the accessibility
outcomes experienced by the eventual users of the product in
order for this type of purchase to contribute to market demand.
For this to happen, these purchasers need access to information
that will help them predict the outcome that will be experienced
by the eventual users.
Pull legislation can create and affect demand forces
in three primary ways: imposing requirements to provide information
(such as standard labeling) that can educate individuals and bulk
purchasers; creating job-related outcomes for bulk purchasers
(particularly in government); and creating opportunities for private
tort lawsuits to pursue warranty issues related to accessibility.
Comparison of Strategies
To Promote Universal Design and Strategies To Promote Safety
As policymakers consider the ultimate goal of promoting
UD in consumer products, it becomes clear that no single strategy
will be appropriate for all types of products. It is useful to
consider the mixture of strategies that are necessary to promote
safety in consumer products. The following points summarize (at
the risk of oversimplification) the strategies that are used to
promote safety of consumer products:
- For nonessential product
features that are inherently dangerous, but the danger is not
open and obvious, regulations either prohibit the feature altogether
or prescribe safeguards that must be provided. Examples include
levels of radiated energy generated by the product and presence
of toxic chemicals in the product. Producers may not include
these nonessential features in their product, irrespective of
cost or inconvenience incurred.
- For design features that
are inherently dangerous when used inappropriately, but that
must be present to achieve the functionality of the product,
a combination of government and industry rules dictates design
safeguard features that must be added to prevent inappropriate
use of the product and/or warnings and instructions that must
accompany the product.
- For design features that
pose an intermediate level of risk but that also contribute
to functionality and/or reduce cost, a combination of industry
practices, customer demand, and private tort lawsuits jointly
shape the provision of design safeguard features, warnings and
instructions, and other efforts related to promoting product
safety. In this context, an intermediate level of risk means
that the probability of an adverse event is not sufficiently
high to warrant government or industry rules, but it is not
trivially low either.
- For safety factors that are
associated with interoperability of products (e.g., voltage
compatibility, physical couplings and connectors with infrastructure),
government and/or industry standards are used to define allowed
configurations.
If these strategies were translated directly to
the goal of promoting UD and accessibility, the following strategies
would be suggested:
- Nonessential design features
that inherently produce inaccessible products for a given recognized
impairment should be prohibited altogether or should be allowed
only if specified alternatives are also provided. For example,
touchscreen interfaces for devices that do not inherently require
a touchscreen could be prohibited unless accompanied by an equivalent
voice display.
- Design features that reduce
cost or contribute to functionality but that also cause accessibility
problems should either be accompanied by alternative features
that remediate the accessibility problem for the affected group
of users or should have clear labeling that allows affected
users to know about the accessibility problem.
- Design features that pose
a risk of inaccessibility (i.e., the accessibility problem is
not prohibitive, but there is a nontrivial probability that
affected users will have trouble performing some tasks with
the device or otherwise have restricted use of the device) should
be accompanied by labeling (and other supporting information,
as appropriate) that allows the affected users to know about
the problem. Absence of such labeling could form the basis of
private lawsuits through implied warranty. Alternately, labeling
and warranty could be provided to assert the accessibility of
the device and to specify the limitations thereof, and failure
to perform as specified could form the basis of an express warranty
claim.
- When accessibility is dependent on interoperability
of products or within an infrastructure (such as the telecommunications
infrastructure), government and industry standards should be
adopted to define allowable configurations, and all allowed
configurations should result in accessibility.
The following table summarizes the comparison between
promotion of consumer product safety and consumer product accessibility.
Table 2. Comparison
Between Promotion Consumer Product Safety and Accessibility
Issue |
Strategy
used for product safety |
Equivalent
strategy to promote accessibility |
Nonessential
feature poses significant problem |
Government
or industry standard prohibits the feature or requires
safeguard. |
Government
or industry standard prohibits the feature or requires
alternative interface. |
Essential
feature poses problem if used inappropriately |
Safeguards
must be provided to discourage inappropriate use; warnings
and instructions must be provided. |
Alternative
interface must be provided, if possible; clear labeling
is required to inform consumers of remaining accessibility
issues. |
Design
feature creates risk with nontrivial probability, but
not high enough to be prohibitive |
Industry
practices and consumer demand influence whether the feature
is offered; warnings about the risk must be provided;
private lawsuit is available to those who experience the
problem. |
Industry
practices and consumer demand will determine whether the
feature is offered; labeling must be provided to indicate
level of accessibility (or to alert consumer to accessibility
limitations); warranty claims are available to those affected
by the problem. |
Interoperability
issues within some infrastructure can create problem |
Government
or industry standards adopted to define allowable configurations. |
Government
or industry standards adopted to ensure product accessibility
when used in the infrastructure. |
The recommendations derived from the above are as
follows:
Recommendation #1. Use
standards (government or industry) to prohibit nonessential
features that pose accessibility problems unless an alternative
interface that solves the problem is provided.
Recommendation #2. Use
standards (government or industry) to eliminate interoperability
problems that create accessibility problems.
Recommendation #3. Use
market forces to regulate features that pose intermediate levels
of accessibility problems. Require labeling and other information
to be provided, and allow recourse through tort (warranty) lawsuits
as well as through general demand as reflected in consumer purchases.
Analysis of
the Market for Universally Designed Products and Services
Businesses, in general, are not aware of the market
potential for universally designed products and services. Data
gathered from the industry study indicated that the industry study
partners generally took a rather narrow view of the market potential
for UD products. By far the most important consumer of UD products
and services is perceived by industry to be the Federal Government.
Many of the industry partners recognized the need for developing
accessible technologies for people with disabilities but failed
to recognize the population as a significant market. Participating
companies continue to struggle with the development of a supportable
business case for UD products.
Recommendation #4. Develop
training materials and educational articles documenting the
market potential for UD products and services.
To address the needs of industry, the Federal Government
should support the development of training materials and the publication
of articles in major business journals that document the market
potential for universally designed products. The publications
should outline potential sources of untapped revenue and present
a meaningful financial argument for developing accessible technologies.
The research should be conducted by reputable financial analysts
with experience in the development of business cases and the evaluation
of market trends. The project should include in-depth case studies
of specific products that not only have had an impact on the lives
of people with disabilities but are also mainstream commercial
successes.
Analysis of the Impact
of Section 508
Section 508 was developed to govern the purchase
of electronic and information technology purchased by the Federal
Government. Federal agencies must ensure that individuals with
disabilities have access to and use of information that is comparable
to the access and use by federal employees who do not have disabilities,
unless an undue burden (significant expenses or difficulties)
is imposed on the agency. The law also requires that individuals
with disabilities in the general public seeking information or
services from a federal agency have access to information and
services comparable to those provided to individuals without disabilities,
unless undue burden is imposed on the agency. When compliance
does impose an undue burden, agencies must still provide disabled
individuals with the information and data by allowing them to
use it by an alternative means of access (e.g., captioning, audio
description). While agencies must procure products that best meet
the standards, section 508 does not require that manufacturers
make their products more accessible.
Recommendation #5. Institute
procedures designed to ensure that due diligence is given to
section 508 procurement requirements. Perform an internal analysis
of the impact of section 508 on the procurement of actual products.
Publish the results of the analysis as a way of convincing industry
that the Federal Government is committed to section 508.
Despite having been in place for nearly three years,
section 508 has failed to reach its potential. Section 508 has
failed to have a real impact on the purchase of products. The
industry study results demonstrate that the perception in industry
is that companies are not losing sales by not having accessible
products. If federal agencies need to make a purchase, they will
purchase what is available; they cannot wait for accessible products
to become available. Some companies have put efforts into awareness
and some development of the accessibility of their products, but
their efforts are focused on the specific products that are most
likely to be purchased by the Federal Government. Other products
in the same company continue to be developed without consideration
for accessibility. The products that are most likely to be purchased
by the Federal Government are least likely to be purchased by
small businesses or the individual consumer, greatly limiting
the number of people that will benefit from even moderate accessible
design.
Recommendation #6. Consider
requesting supporting evidence for claims made on VPATs from
all vendors responding to bid proposals.
Recommendation #7. Develop
a quick accessibility checklist for specific product lines likely
to be procured by the Federal Government. The quick accessibility
checklist would assist procurement officials with market research
by providing them with a list of items that they can inspect
themselves when procuring products. The checklists would be
tailored to specific product lines and would not require detailed
expertise to evaluate.
When considering products for purchase, procurement
officials consult VPATs for the purchasing decisions. However,
there is wide interpretation of the section 508 requirements by
those filling out VPATs; even within a company, two very different
VPATs could be generated by different individuals for the same
product. In some cases, those filling out the VPATs are not as
familiar with the product as the designers and are likely not
aware of the issues that people with disabilities may face when
trying to use the products. In addition, there are rarely data
from user testing (of people with disabilities) to support the
statements made on the VPAT. Companies are also uncertain about
which products are relevant under section 508 and which aspects
of the covered products are governed by the regulations.
Recommendation #8. Develop
guidance for reporting conformance with functional performance
criteria guidelines.
One of the greatest shortfalls of section 508 is
the lack of understanding of and attention to the functional performance
requirements. These requirements, in particular, are too ambiguous
to support the needs of industry. Since the implementation of
section 508, an increasing amount of information has been made
available on how to interpret some of the language of the requirements
(e.g., as seen at http://www.access-board.gov/sec508/guide/index.htm),
but nothing has yet been made available on the functional performance
requirements, which are the most difficult to interpret. Other
UD standards and guidance are also ambiguous and insufficient
to support the needs of industry in developing more accessible
products. Lack of understanding of the issues is a disincentive
to the company; in many cases, industry could benefit from product-line-specific
guidance. Industries can also benefit from a methodology for measuring
accessibility of their products.
Recommendation #9. Support
the coordination of state and local government adoption of section
508 technical requirements. Provide state and local governments
with documents and training programs designed to ensure unification
of technical requirements.
Despite these shortfalls of section 508, state
and local governments will likely adopt accessibility legislation
similar to section 508. There is concern at the state and local
level for providing equal access for all citizens, and the adoption
of similar legislation at these levels may spur more industries
to be more attentive to the issues and increase their development
of accessible products. In addition, state and local legislation
may provide additional understanding of how to interpret the standards.
It is hoped that this legislation will not contradict or conflict
with federal legislation or laws enacted in other states or municipalities.
Industry will suffer if the technical requirements for accessibility
diverge.
Recommendation #10.
Study and document the nontechnical aspects of accessibility,
including social, psychological, and organizational accessibility.
Promote UD solutions that consider all aspects of accessibility.
Another way in which section 508 falls short is
that it is limited to technological access. Accessibility solutions,
when they exist, often address only technological access. They
fail to address the social, psychological, and situational needs
of users relating to accessibility. For example, as revealed in
the user study, if an ATM machine were completely accessible,
some individuals who are blind or have low vision would still
not use it or would continue to use it only in the company of
a friend or family member because of a concern for their safety.
As another example, while technological access may be available
for a product, it may still be inaccessible to a subset of individuals
because they cannot afford to purchase the product. This situation
is often interpreted by industry as low demand, when in fact the
demand can simply not be demonstrated because of the low incomes
of many people with disabilities. These situations that reduce
overall accessibility should not diminish the efforts of industry
to increase accessibility of their products for various individuals,
however, as it does provide the option for individuals to use
these products if the necessity arises or if their situations
change.
Analysis of
Industry Practices
Despite consumer demand and government oversight
(and limited guidance) regarding accessible products, companies
lack tools and information resources needed to create UD products.
To begin with, corporate policy can affect the adoption of UD
in a company. Without the support of upper management, UD often
cannot become a reality unless there is a strong advocate within
the company. If corporate policy emphasizes accessible design
solutions and perhaps user testing with people with disabilities,
those issues become more difficult for designers and managers
to ignore, and they are likely to find ways to at least begin
to address them despite a lack of tools or knowledge.
Recommendation #11.
Develop, test, and disseminate methodologies for integrating
UD into existing design practices.
Companies are not aware of the design process modifications
needed to incorporate UD principles. The Federal Government should
support the refinement of specific design process interventions
that can easily be incorporated. Guidelines for incorporating
UD principles into the design process should be developed and
illustrated with real-world examples, if possible. Training materials
should be distributed to companies interested in incorporating
UD principles into their design process as a series of UD best
practices.
Recommendation #12.
Support the development of university-level training materials
that could be incorporated into the curricula of existing design-oriented
degree programs. The training materials should include awareness-expanding
videos and other teaching resources that illustrate the potential
impact of key design process interventions on the lives of people
with disabilities and other beneficiaries of UD.
Recommendation #13.
Develop, test, and disseminate design reference users to illustrate
the range of functional capabilities and limitations typical
among people with disabilities. Design reference users, popular
in specifying target populations in Department of Defense acquisitions,
is a set of descriptions of prototypical users that expresses
the range of functional capabilities and limitations of the
population that must be accommodated by the design project.
The use of design reference users would greatly simplify the
need for designers to research and integrate information pertaining
to the functional limitations and capabilities of people with
disabilities.
Designers and engineers lack information about
the functional capabilities and limitations of people with disabilities.
Few companies hire people with disabilities to provide design
input for their products, and most university-level design courses
do not adequately address UD. General information about functional
capabilities is hard to come by and is not generally available
in an easy-to-use format. Also, there is significant variability
of functional capabilities, even within a disability group (particularly
for individuals with upper-mobility impairments). All of these
issues create a barrier for developing UD products. Despite the
variability, some general guidance can be developed (similar to
section 508) to address the majority of issues that will arise.
Recommendation #14.
Develop a standard methodology for testing accessibility and
comparing the accessibility of two similar products.
Even given an understanding of functional limitations,
companies lack a methodology to truly measure accessibility, which
would also provide a means to compare accessibility among similar
products. They do not understand the importance of including people
with a variety of disabilities in product evaluations. And, even
if they do develop products that satisfy the standards of section
508 and other UD guidelines, that does not guarantee accessibility.
Despite the lack of tools, some products exist
that are considered “accidentally accessible.” Many
of these designs were not created with a disability in mind (e.g.,
the Sidekick), but they happened to provide a great benefit for
a particular disability population. In many cases, manufacturers
may not even be aware that their designs have benefited special
populations. The problem with these accidental solutions is that
they may not carry through into future designs because their potential
is not understood by the designers. If these features can be identified,
however, and understood by the designers as benefiting more than
the general public, designers may be able to overcome the fact
that they lack formal tools or training to facilitate accessible
design.
Recommendation #15.
Coordinate with industry to promote the integration of accessibility
concepts, principles, and guidelines into the development tools
used by designers to develop products.
If the concepts of UD are integrated into the tools
that designers use to develop products, more accessible products
will be designed with little extra effort or cost on the part
of industry. Industry needs to recognize that a small amount of
effort to modify existing practices will have great benefits in
the long run.
Analysis
of Consumers of Universally Designed Products and Services
Consumers with disabilities find many E&IT
products to be inaccessible. They are quick to adopt accessible
technologies when they become available and are loyal to companies
that produce accessible technologies. Cost can be a significant
barrier to adoption of these technologies, however. Many consumers
with disabilities must pay for features they cannot use. For example,
users who are blind typically cannot use many of the advanced
features of cell phones, but companies today rarely provide a
basic voice communication device. Also, many accessibility features
tend to be bundled with higher-end products, increasing the cost
for those who can benefit most but who are typically in a low-income
situation. The focus group data indicated that people with disabilities
are hesitant to pay for new technologies that are not proven to
be effective for their needs. Perhaps one way to increase market
share for these products is to distribute a small number of free
devices for review by various disability groups, which can then
spread the word of the value to be had for the cost. People with
disabilities often do not have extra money to spend, but they
are willing to spend a little bit extra for something they feel
will benefit them in their daily lives. Increased demand and profitability
will result as convenient, easy-to-use products become more prevalent
at a lower cost.
Recommendation #16.
Develop an information clearinghouse where users can obtain
information about accessibility issues and the features designed
to address the issues for specific product lines. Educate consumers
on how to shop for UD products and services. List vendor resources
where consumers might obtain more information about universally
designed products.
Consumers tend to be misinformed or underinformed
regarding product features they can benefit from. Companies fail
to adequately market to people with disabilities, and it is not
uncommon for marketing materials to be inaccessible to some individuals.
In addition, general-population marketing of accessibility features
can increase sales as awareness of product features increases
for those who have a temporary disability, are not involved with
a disability-specific advocacy group, or live in remote areas
with less access to health care and specialized services. If products
can benefit multiple populations, there should be an increase
in sales. Someone might purchase a talking clock, for example,
for an occasional specific need, but they first need to be aware
that this product exists; therefore, companies should not limit
marketing to the population they expect to benefit from the product.
Recommendation #17.
Develop marketing strategies and approaches that will facilitate
a connection with people with disabilities.
An awareness from those in marketing departments
of different populations believed to benefit from specific products
and product features can help shape the marketing strategy, resulting
in increased sales and more satisfied consumers. An example is
the Sidekick. The Sidekick is a device about twice the size of
the average cell phone that has extensive text messaging capabilities;
it is also a cell phone. The Sidekick was not designed for the
community of people who are deaf, nor has it been extensively
marketed to users who are deaf, but its features greatly increase
the communications capabilities of users who are deaf. Through
word of mouth it has become a very popular device. General marketing
of its text messaging capabilities has likely attracted the attention
of users who are deaf, although they were not intended as the
targeted population.
People with disabilities want to use the same products
that everyone else uses. They do not want to be limited to specialized
products that are more costly. Implementation of UD is the best
way to satisfy this desire of people with disabilities, while
also providing more cost-effective products for all users. While
it is impossible to satisfy the needs of all users, products and
services that come closer to accommodating a variety of physical
and cognitive differences will benefit both users and companies.
Recommendation #18. Train people with disabilities
to become subject-matter experts for the purpose of participating
in design focus groups and accessibility evaluations.
The Federal Government should consider the development
of training programs to help consumers with disabilities communicate
their needs to companies interested in UD. The training programs
should educate users about the industrial design process and suggest
strategies for effectively formulating and communicating user
needs. The program should prepare users for participation in focus
group research as well as research designed to measure the accessibility
of a product.
Recommendation #19.
Create job-related outcomes for bulk purchasers related to the
successful procurement of products and services with UD features.
Currently there are no incentives for successfully
procuring accessible technologies and services. Indeed, the current
system may actively dissuade some purchasers from considering
accessibility, if the market research process is perceived as
delaying the procurement of needed products. In addition, the
outcome of purchasing inaccessible technologies is usually not
known immediately and may never directly affect the purchaser.
The Federal Government should institute programs designed to actively
encourage section 508 compliance at the level of the individual
purchaser through incentives or job-related performance criteria
and provide direct feedback with regard to the accessibility of
the products purchased.
For additional information, see the online version
of this report at www.ncd.gov.
List
of Acronyms and Abbreviations
AAATE |
Association for the
Advancement of Assistive Technology in Europe |
ABA
|
Architectural Barriers
Act |
ADA
|
Americans with Disabilities
Act |
ADAAG |
Americans with Disabilities
Act Accessibility Guidelines |
ANSI
|
American National
Standards Institute |
ASX
|
active streaming XML |
AT
|
assistive technology |
ATIS
|
Alliance for Telecommunications
Industry Solutions |
ATM
|
automated teller machine |
B
|
blind |
CAGR |
compound annual growth
rate |
CC
|
closed captioning |
CITA
|
Center for Information
Technology Accommodations |
CDMA |
Code Division Multiple
Access |
D
|
deaf |
DTV
|
digital television |
DVD
|
digital video disc |
DVS
|
descriptive video
service |
E&IT
|
electronic and information
technology |
EIA
|
Electronic Industries
Alliance |
ENCT
|
Electronic Newsroom
Captioning Technique |
EPG
|
electronic program
guide |
ESL
|
English as a Second
Language |
EU
|
European Union |
FCC
|
Federal Communications
Commission |
GAO
|
Government Accountability
Office |
GPS
|
global positioning
system |
GSM
|
global system for
mobile communications |
GTRI
|
Georgia Tech Research
Institute |
HAC
|
Hearing Aid Compatibility
Act |
HDTV
|
high definition television |
HH
|
hard of hearing |
HREOC |
Human Rights and Equal
Opportunity Commission |
HTML |
hypertext markup language |
Hz
|
Hertz |
IDEA
|
Individuals with Disabilities
Education Act |
IDEN
|
Integrated Digital
Enhanced Network |
IEEE
|
Institute of Electrical
and Electronics Engineers |
IEP
|
individualized education
program |
IFA
|
International Federation
of Ageing |
IMAA
|
Instructional Material
Accessibility Act |
ISO
|
International Organization
for Standardization |
IT
|
information technology |
IT&T
|
information technology
and telecommunications |
ITTATC
|
Information Technology
Technical Assistance and Training Center |
iTV
|
interactive television |
IVR
|
interactive voice
response |
L
|
low |
LED
|
light emitting diode |
LM
|
lower mobility |
LONGDESC
|
long description |
LV
|
low vision |
M
|
medium |
mm
|
millimeter |
NCAM |
National Center for
Accessible Media |
NCD
|
National Council on
Disability |
NCI
|
National Captioning
Institute |
NCRA |
National Court Reporters
Association |
NOIE
|
National Office for
the Information Economy |
PBS
|
Public Broadcasting
System |
PDA
|
personal digital assistant |
PIN
|
personal identification
number |
PIP
|
picture-in-picture |
POC
|
point of contact |
PSAP
|
public service answering
point |
RAM
|
real audio movie |
RF
|
radio frequency |
RNIB
|
Royal National Institute
of the Blind |
ROI
|
return on investment |
SAMI
|
Synchronized Accessible
Media Interchange |
SAP
|
secondary audio program |
SMIL
|
synchronized multimedia
integration language |
SRT
|
speech recognition
technology |
STB
|
set-top box |
TIDE
|
Telematics Applications
for the Integration of Disabled People and the Elderly |
TTY
|
teletype |
UD
|
universal design |
UM
|
upper mobility |
USDLA |
U.S. Distance Learning
Association |
VDRA |
Video Description
Restoration Act |
VPAT
|
voluntary product
accessibility template |
VRT
|
voice recognition
technology |
W3C
|
World Wide Web Consortium |
XML |
extensible markup language |
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Appendix
Mission of the National
Council on Disability
Overview and Purpose
The National Council on Disability (NCD) is an
independent federal agency with 15 members appointed by the President
of the United States and confirmed by the U.S. Senate. The overall
purpose of NCD is to promote policies, programs, practices, and
procedures that guarantee equal opportunity for all individuals
with disabilities, regardless of the nature or significance of
the disability, and to empower individuals with disabilities to
achieve economic self-sufficiency, independent living, and inclusion
and integration into all aspects of society.
Specific Duties
The current statutory mandate of NCD includes the
following:
- Reviewing and evaluating,
on a continuing basis, policies, programs, practices, and procedures
concerning individuals with disabilities conducted or assisted
by federal departments and agencies, including programs established
or assisted under the Rehabilitation Act of 1973, as amended,
or under the Developmental Disabilities Assistance and Bill
of Rights Act, as well as all statutes and regulations pertaining
to federal programs that assist such individuals with disabilities,
to assess the effectiveness of such policies, programs, practices,
procedures, statutes, and regulations in meeting the needs of
individuals with disabilities.
- Reviewing and evaluating,
on a continuing basis, new and emerging disability policy issues
affecting individuals with disabilities at the federal, state,
and local levels and in the private sector, including the need
for and coordination of adult services, access to personal assistance
services, school reform efforts and the impact of such efforts
on individuals with disabilities, access to health care, and
policies that act as disincentives for individuals to seek and
retain employment.
- Making recommendations to
the President, Congress, the Secretary of Education, the director
of the National Institute on Disability and Rehabilitation Research,
and other officials of federal agencies about ways to better
promote equal opportunity, economic self-sufficiency, independent
living, and inclusion and integration into all aspects of society
for Americans with disabilities.
- Providing Congress, on a
continuing basis, with advice, recommendations, legislative
proposals, and any additional information that NCD or Congress
deems appropriate.
- Gathering information about
the implementation, effectiveness, and impact of the Americans
with Disabilities Act of 1990 (ADA) (42 U.S.C. § 12101
et seq.).
- Advising the President, Congress,
the commissioner of the Rehabilitation Services Administration,
the assistant secretary for Special Education and Rehabilitative
Services within the Department of Education, and the director
of the National Institute on Disability and Rehabilitation Research
on the development of the programs to be carried out under the
Rehabilitation Act of 1973, as amended.
- Providing advice to the commissioner
of the Rehabilitation Services Administration with respect to
the policies and conduct of the administration.
- Making recommendations to
the director of the National Institute on Disability and Rehabilitation
Research on ways to improve research, service, administration,
and the collection, dissemination, and implementation of research
findings affecting persons with disabilities.
- Providing advice regarding
priorities for the activities of the Interagency Disability
Coordinating Council and reviewing the recommendations of this
council for legislative and administrative changes to ensure
that such recommendations are consistent with NCD’s purpose
of promoting the full integration, independence, and productivity
of individuals with disabilities.
- Preparing and submitting
to the President and Congress an annual report titled National
Disability Policy: A Progress Report.
International
In 1995, NCD was designated by the Department
of State to be the U.S. Government’s official contact point
for disability issues. Specifically, NCD interacts with the special
rapporteur of the United Nations Commission for Social Development
on disability matters.
Consumers Served and Current Activities
Although many government agencies deal with
issues and programs affecting people with disabilities, NCD is
the only federal agency charged with addressing, analyzing, and
making recommendations on issues of public policy that affect
people with disabilities, regardless of age, disability type,
perceived employment potential, economic need, specific functional
ability, veteran status, or other individual circumstance. NCD
recognizes its unique opportunity to facilitate independent living,
community integration, and employment opportunities for people
with disabilities by ensuring an informed and coordinated approach
to addressing the concerns of people with disabilities and eliminating
barriers to their active participation in community and family
life.
NCD plays a major role in developing disability
policy in America. In fact, NCD originally proposed what eventually
became the ADA. NCD’s present list of key issues includes
improving personal assistance services, promoting health care
reform, including students with disabilities in high-quality programs
in typical neighborhood schools, promoting equal employment and
community housing opportunities, monitoring the implementation
of the ADA, improving assistive technology, and ensuring that
those persons with disabilities who are members of diverse cultures
fully participate in society.
Statutory History
NCD was established in 1978 as an advisory
board within the Department of Education (P.L. 95-602). The Rehabilitation
Act Amendments of 1984 (P.L. 98-221) transformed NCD into an independent
agency.
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