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Everybody's Business:Consumer Information Access for People who are Blind or Vision Impaired.Gunela AstbrinkNational Federation of Blind Citizens of Australia
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| Sydney |
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| Macleay/Nambucca |
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The age range of participants was from people in their early twenties to people in their seventies.
A result of this allocation of subject areas to the focus groups was that telecommunications issues were explored more deeply by younger people who were more experienced in using a range of alternative information access techniques. Further research on information access in other areas such as the banking sector, in particular, may prove beneficial.
Local executive members of NFBCA organised the focus group meetings by selecting and contacting suitable focus group participants. They also arranged premises and facilities for the meetings.
A short audiotape was sent to focus group participants outlining the Project and the focus of the discussion. The sessions were facilitated by the Research Consultant, Gunela Astbrink. All sessions were audiotaped and most of the sessions had a notetaker. Each group was aware that the session was being taped and informed that there was a notetaker. When there was no notetaker, the facilitator relied on the audiotapes and her own notes.
Each focus group meeting commenced with a 5-minute overview of the Project. Each person was given the opportunity of having their say by being asked individually for their opinion. However, there was also free-ranging discussion over a wide range of topics within the subject area. A scenario was used in order to open up opportunities to cover the listed questions. (App. A)
Sessions were two hours in duration and participants were open and involved in the discussion. In only one case, was there reluctance to answer a question. Many participants were well-informed and articulate about their requirements.
Towards the end of each session, people were asked to comment on the other two areas not discussed in their focus group. Some useful observations were obtained this way. No one felt the need to stay after the end of the session to discuss any further points.
The composition of the focus groups could be broadened to include people who become vision impaired later in life. This is a particularly difficult group to reach as many people are housebound and/or socially isolated and find it difficult to attend a focus group session away from their familiar surroundings. This research would be ideal to include in future studies together with why people undertake different behaviours in their method of obtaining information.
Information about Australian and overseas developments was obtained
in a number of ways.
Members of the Project Steering Committee were key people in the provision of details about current and planned projects, products and services. This included Christopher Newell, a pioneer in Australia on telecommunications and disability issues. The Committee acted as a springboard to contact with other opinion leaders in Australia such as staff and members of NFBCA, the Association of the Blind (Vic), the Royal Victorian Institute of the Blind, the Royal Blind Society (NSW) as well as other blindness agencies through participants of the focus groups.
Consumer organisations such as the Consumers' Telecommunications Network provided valuable policy information and contacts with other related organisations such as the Communications Law Centre.
Patricia Gillard and Kirsty Williamson at the Telecommunications Needs Research Group based at the Royal Melbourne Institute of Technology (RMIT) provided much useful information on the social aspects of telecommunications usage.
Attendance at the Summit “Negotiating the information superhighway with a print disability” which was sponsored by the Round Table on Information Access for People with Print Disabilities provided a useful perspective on issues such as legislation and technology and its effects on the provision of information.
In October, 1995, a visit was made to Europe to pursue other interests but this presented an opportunity to discuss the Project with colleagues in Sweden, Switzerland and Portugal.
In Sweden, meetings were held with representatives from Telia, the Swedish Handicap Institute, the National Swedish Board for Consumer Policies and the Nordic Committee on Disability.
In Switzerland, Telecom 95 was attended which is held every four years and is the largest telecommunications exhibition in the world.
A paper was given about the Internet and disability at ECART3 (European Conference on the Advancement of Rehabilitation Technology) in Portugal. This was an opportunity to meet with experts in the field such as John Gill from the Royal National Institute for the Blind.
Contact details for organisations and projects relevant to the Project are listed in App. B.
Searching on-line databases was carried out for relevant literature that could "plug the gaps" for information.
A most useful source of information was the Internet where a number of different methods were used for data collection. Electronic mail was used to communicate with colleagues and others to confirm or obtain further details on projects. Internet discussion lists or listservs are set up for people all over the world to provide input and gain answers to questions on a particular topic. Relevant discussion lists were subscribed to and questions were posted relating to this project. Lists used, discussing topics such as computer access for blind people, equal access to software and information, are listed in Appendix C.
A particularly useful source of information relevant to the Project was the World Wide Web. (App. D) The information is usually very up-to-date and, as reports from government and non-profit organisations are often not indexed in bibliographic databases, it is a very effective means of discovering this type of data. To supplement the on-line information, publications were obtained from a variety of projects and sources. (App. E)
As technology and telecommunications is changing very rapidly, the report can not be entirely up-to-date but an attempt has been made to ensure currency as much as possible. The examples used for activities in Australia and other countries is not exhaustive but are designed to give an overview of the area under study.
The report is divided into four major sections. These are a demographic analysis and a discussion on consumer information needs; specific types of consumer information provision; the underlying policies to information access; and the underlying technologies used to provide information access. As there is, relatively speaking, not as much activity in Australia as in many other countries, U.S. and European activities are covered in reasonable detail to provide a picture of the developments occurring in information access for people with disabilities.
Recommendations are described within each section and are also listed in the Executive Summary.
Appendices list the questions asked in the focus groups; relevant contact people; Internet discussion lists and Web sites; a bibliography; list of acronyms and examples of information material in alternative formats from Telia.
The best demographic data in Australia on vision impairment comes from the Australian Bureau of Statistics (ABS) survey (ABS, 1993). This used a sample of 17,800 private households, 1,600 special dwelling units and 700 establishments and resulted in 47,000 persons being surveyed. Establishments are defined by ABS as hospitals, nursing homes, hostels and retirement villages. One person in each household was asked to state if any household member had a vision impairment which was not corrected by glasses. If so, they were asked a number of questions relating to that impairment such as education, lifestyle and community activities, print disability and help needed. Because of the small sample size in some areas, the ABS states that the data should be treated with caution.
Extrapolating from the survey data, the ABS estimated that there were 278,700 persons with vision impairment and of these, 17,000 persons had a total loss of sight. It is estimated by the ABS that 18% of the Australian population have a disability and of these, 8.8% have a vision impairment. From this, it is estimated that 1.58% of the total Australian population had a vision impairment in 1993.
This figure is supported by the Melbourne Visual Impairment Study which reported that 1.5% of its sample had a vision loss. The Study was conducted in 1994 on 3,266 people over the age of 40 years in nine randomly selected areas of Melbourne. This study was organised by the Department of Ophthalmology at the University of Melbourne and aimed to "determine the distribution and determinants of eye disease in an urban population; the impact of eye disease on visual function and the activities of daily living; and the accessibility of eye health care services in the community." (Livingston, 1994, p. 139) A free sight test was given.
However, the survey conducted by the Royal Guide Dogs Associations of Australia in 1987 estimated that there were between 2.8% and 3.4% of people over the age of 15 years who could not see normally even when wearing glasses or contact lenses. This was a survey done of 4,500 households. Due to the methods used in this survey, it is considered that the resultant estimate of incidence of vision impairment may be less accurate than the ABS survey.
ABS data show that vision impairment is strongly age-related and this is supported by other population-based studies conducted in USA. (Livingston, 1994). The ABS estimated that 13.6% of the population aged 75 years and over had a vision impairment. This figure may actually be higher as the ABS used a self-reporting technique and many aged people consider that some vision loss is a natural part of the ageing process and may not have reported this loss in the survey.
Studies show that, in Australia, the population of people over 65 years
of age is expected to double by the year 2020 (Livingston, p.139) and
thus the number of people with a vision impairment can also be expected
to increase markedly. This will have important implications for the services
which are offered to this age group as accessible information provision
for people with vision impairment is also advantageous for aged people
who are experiencing gradual vision loss. In fact, the issue of access
to consumer information becomes even more complex when one considers that
it is not only people who are blind or vision impaired who may have difficulty
in reading print. The Department of Community Services and Health in its
Print Disability Review (1989) defined people with a print disability
as:
While the concept of print disability is important and the statistics indicate the number of people with a print disability to be twice as high as the ABS figures for people with a vision impairment, it is not appropriate in the Project to expand the scope into print disability but rather to be aware of some of the complexities in this area.
However, it is important to note that people with a vision impairment may also have another impairment. The survey conducted in the U.K. by the Royal National Institute for the Blind (RNIB) found that 35% of people with a vision impairment also had a hearing impairment. Excluding hearing impairments, 67% of people with a vision impairment also had another disability such as arthritis (25%). This was comparable to the ABS figure of 19.1% of people with a vision impairment also having arthritis or other musculoskeletal disorders.
The RNIB survey is considered the most comprehensive of its kind in recent years. The survey was conducted to coincide with a survey of disability undertaken by the U.K. Office of Population Censuses and Surveys (OPCS) in the late 1980's. The OPCS sent a short questionnaire to 100,000 randomly selected households. All those who responded that they had difficulty in recognising a friend across the road or reading ordinary newsprint, were visited by OPCS interviewers who administered acuity tests for near and distant vision. These tests were given in conjunction with an interview relating to health, social services and income. RNIB were then given permission to follow-up with a more detailed interview with those who met a residual vision criterion. As well, RNIB contacted a number of local authorities which were asked to identify blind or vision impaired people in their municipalities. Local government in the U.K. have registers of blind or vision impaired people and this is regarded as an avenue of ensuring access to services and entitlements. However, it seems that most entitlements (except for the blind person's tax allowance) are obtainable anyway.
The RNIB survey covered demographics, reading habits using different media such as large print, Braille and tapes, any other disabilities incurred as well as extensive questions on mobility and daily living. People with a vision impairment identified printed materials as one of the biggest challenges to daily life. 59% of people with a vision impairment needed assistance in dealing with mail, leaflets and paying bills. It is interesting to note that, in the U.K., telephoning people was considered an important way (54%) of "finding things out". This is a significant figure bearing in mind that phone ownership in the U.K. is quite low especially among people with an unregistered vision impairment who had a phone ownership rate of only 67%. This is in contrast to Australia where the estimated number of households with a phone connection is over 95%.
There is some variance between the surveys undertaken in Australia and the U.K. due to different methodology used. Although the ABS data is less detailed, the figures are reasonably consistent with the survey done by the Royal National Institute for the Blind (RNIB). Only the surveys done by RNIB and the Melbourne Visual Impairment Study included sight tests. The question asked by the ABS relating to seeing normally is subjective and can be interpreted quite differently by many people.
The RNIB survey provides useful data on peoples' methods of obtaining information about services and their telephone usage. However, these figures can not be transferred easily to the Australian context. It would be very valuable to have statistical data on the needs of people who are blind or vision impaired with regards to assistance required in dealing with mail, leaflets and paying bills. Also, it would be useful to have Australian statistical data on the usage of the telephone by blind or vision impaired people.
RECOMMENDATION
That NFBCA initiate discussions by March, 1997 with the Australian Bureau
of Statistics (ABS) and other appropriate organisations towards a more
detailed demographic analysis of people who are blind or vision impaired.
This should be part of the next proposed Survey of Disability, Ageing
and Carers to be conducted by the ABS.
It is important to listen to the voices of people who are blind or vision impaired in order to have a clear picture of what their needs are for particular types of information, formats and delivery forms. As Hoeg (1994) states "most advances in public policy on disability issues have been generated and politically advanced by disabled people themselves. They are the experts." To this end, focus group discussions took place in March, 1996. The data is complemented by information from a number of key informants from blindness and disability organisations, consumer organisations as well as researchers in this area.
There has been no previous studies in Australia on consumer information access for people who are blind or vision impaired. However, Kirsty Williamson's study entitled "Older adults: Information, communication and telecommunications" is relevant because of its relative currency and since a considerable number of aged people have vision impairments. This study provides a wealth of information about technology usage during the data collection period between 1992 and early 1994. The size of the sample was 202 people and included one person who was blind. There was no mention of other people who may have had low vision. Some of the data from this study is referred to in the ensuing discussion.
The term "needs" has many different meanings with regard to information. In this Project, the term will be used in a similar context to that of Williamson (1995, p. 20) where respondents describe a particular issue such as health and what type of information they use to meet their needs. For this Project, needs will be identified together with the consequent implications for the provision of access to meet those needs.
Therefore, this chapter not only covers needs for consumer information but also the awareness of consumers of information about products and services and which types of information they prefer to use. Also, suggestions for information delivery forms not currently available are provided here.
The chapter will be organised in a similar way to the focus group discussions,
with sections dealing with telecommunications companies, banks and the
Department of Social Security.
The Commonwealth Disability Strategy states that "access to telecommunications services is essential for people to have the opportunity to participate in the community." (Commonwealth Disability Strategy, 1994, p. 26) The use of the telephone and products and services associated with it is considered indispensable by the majority of people in Australia and this is reflected in comments by blind and vision impaired people:
"A huge source of information"
"I like to sit at home and be able to phone up the world"
The participants in the focus groups indicated many different methods of paying phone bills. These ranged from use of the pay by phone facility, paying cash at the post office and asking family members to pay by cheque. In some country areas, people pay at shops such as Retravision which are authorised Telstra agents. Some people ask their family to check their bill while others do not check it at all. As one focus group participant said "if you have two visually impaired people in the same house, how do you do it?" A small number scan their bill into their computer but they experienced problems with columns, shaded boxes etc which are difficult or impossible for screen reading software to interpret.
Many people expressed a wish for Telstra and Optus to supply bills in Braille, electronic form or large print on request. One participant mentioned that she had asked Telstra to ring her if her bill was overdue as this could inadvertently happen if she did not have a person to read to her for a while. Other participants agreed that this sometimes happened and were concerned that their phone service may be cut off.
Many participants were concerned about the possibility of timed local
calls which could greatly affect their phone usage.
Williamson's research has shown that older consumers (like most other parts of the population) get information in many different ways including the telephone, radio and TV as well as family and friends. An important part of finding information is by serendipity while browsing. Browsing is not as straightforward for people who are blind or vision impaired. However, the focus group participants obtained their information in a wide variety of ways. In some cases, they contacted a company for further information after being told about a new product or service from family or friends as well as from the media. It is this diversity of information sources which is important in reaching the greatest numbers of consumers, especially people who are blind or vision impaired who may not have as many options for acquiring information as people who rely on print.
The Telstra Disability Enquiry Hotline was not widely known by the focus group participants who stated that often their queries were not disability-related and they used a general sales enquiry number.
Very few of the participants liked advertising material that was delivered to their letter box and hardly anyone bothered to have it read to them. This is in contrast to Williamson's study where older people very frequently read advertising material which was received, for example, with their Telstra bill. (1995, p. 161) However, one participant would be happy to receive product and service information by e-mail.
One person wanted a regular newsletter in the style that health funds provide rather than leaflets included with the phone bill. She stated that information "comes in chunks, not neatly bundled which covers all." Another person suggested that the local paper could have a column on Telstra news. Presumably this would be read to them by a family member or a friend. The local paper seems to be a popular and cheap source of information. Williamson in her study (1995, p. 153) states that 91% of aged people read the local newspaper.
It is interesting to note that one person felt that Telstra's product and service information should be included with the Department of Social Security's audio magazine "Social Security Update". The information provided on this audiotape was considered extremely useful by all the participants. The comparison of Telstra's information services with that of DSS may be as a result of the continued perception that Telstra is a government supplier. This is supported by the study completed by Consumers' Telecommunications Network (CTN) on residential consumers and telecommunications competition. (CTN, 1995, p. 174) However, there was divided opinion whether further audiotapes would be preferable or not. Some participants felt that they were inundated with tapes while others felt that a well-designed tape with a table of contents could be most helpful.
One man summed up the general need for consumer information:
"If you want to do something good for people who are print handicapped,
you should have in alternative format, ie large print, on cassette, in
Braille, a listing which is available on application of all these services
which are available to customers."
Focus group participants said that the orientation dot on the "5" key on the phone keypad was considered very important. One person stated that she would not use a mobile phone because it did not have this orientation dot.
The issue of mobile phones was raised by many participants who found this service extremely valuable. It was stressed that a mobile phone for women was a "super defence device." However, the cost of calls and rental was prohibitive for some people. "Telstra or Optus would gain a hell of a lot of friends if they brought in a policy of a mobile phone for visually impaired people and maybe for people with other disabilities at a realistic rate, especially for women who don't want to be running around in time of a crisis looking for a public phone." One woman suggested that as companies negotiate special discount rates for their mobile phone usage, NFBCA could also negotiate special rates for its members. There was a clear understanding that there would need to be strict criteria for people to get this low rate.
Payphones were used by many people. Some found phone cards convenient and easy to insert and remove from the slot while others had to ask a passerby for assistance. However, the main concern was knowing how much credit was left on the card as this was only shown on the digital display and therefore was unreadable for a person with a vision impairment. Another concern was the difference between various payphones so that people had to work out if the phone took phone cards, coins or both. Tactile tiles around payphones was considered an excellent orientation. However, people were very concerned about cutaway phone booths as those using canes could not detect them before they had walked into them. The colours used in the cutaway phone booths were difficult to distinguish for some people with low vision. Telstra's commitment to relocate, where possible, payphones that constitute a mobility hazard for people who are blind or vision impaired is welcomed.
One touch dialling of programmed numbers was used a great deal by a broad range of people. One older woman said that her son had programmed in often-dialled numbers in the phone's memory and made a large print list next to each of the keys to be pressed. Another person mentioned that his mother who is in her eighties and living alone in her own house next door to his brother is blind and severely hearing impaired. She uses a cordless phone with one touch dialling. "That phone is a life-line and she knows she has only got to press one digit and my brother is in there like a flash."
Focus group participants used 013 a great deal not only for directory assistance but to request referral information for other services. Some people were unsure about obtaining fax numbers through Directory Assistance.
In Brisbane, all focus group participants knew about Hello Yellow, a service provided by Yellow Pages where a person can enquire about particular businesses in a certain location and the operator supplies several names and phone numbers which meet the criteria. This service is available only in Brisbane and is not specifically directed at people with vision impairment but was much used and appreciated by the participants of the focus groups. It was initially announced on 4RPH and advertised heavily in other media so there was widespread knowledge of this service.
Some of the information in the first few sections of the White Pages was considered useful and participants felt this should be made available in alternative formats. Williamson's study (1995) also highlighted the importance of the White and Yellow Pages as sources of information but indicated that respondents had difficulties in locating what they wanted. This was especially the case with the Yellow Pages.
One man expressed his frustration with the phone directory which he reads with a lens and a light. The numbers in the column closest to the binding were extremely difficult for him to see. Some people surveyed had requested the phone directory on computer disk. A couple of focus group participants have used the CD-ROM for Telstra directory information and found the DOS version good. However, the Windows version was considered inaccessible. There were few people, if any, who were attempting to use Windows applications with screen reading software. This is quite difficult and there are still only a limited number of screen reading programs available for Windows. Some people had tried using Telstra's White and Yellow Pages on the Internet but felt that the design still had to be improved for better accessibility using screen readers. They felt it was faster and easier to ring 013.
One person was interested in 0055 numbers and wanted a listing of these numbers in an accessible format. However, most people were unaware of the information available from 0055 numbers because they can not access the listing in the White Pages.
It is very positive that Telstra is planning to produce the TTY Directory in alternative formats and that a pilot Braille edition has been issued.
Quite a few people had used the discount call rates, Family and Friends. One woman learned about this when Telstra personally called her. Telstra had rung her on other occasions and she was very positive about Telstra's service.
Overall, there was a lack of awareness about services such as Easycall
and Messagebank.
Suggestions from participants included bills to be available in alternative formats such as Braille and audiotape. One person would like the bill to be e-mailed to her. Participants initiated discussion about the Internet but there was concern about the cost of STD calls to the nearest Internet Service Provider for country people. There were at least one or two people in each of the groups who used a computer and had used the Internet. Computer usage was higher in the groups with younger participants.
Participants would like to use banks other than the Commonwealth Bank to make Telstra payments. It was suggested that bills should be clearly presented for people with low vision and those who wish to scan the bill into their computer system. No boxes, shading or reverse printing as well as a vertical layout instead of a horizontal layout would be useful.
There was also a wish to have the full inside front cover of the White Pages (as was previously the case) to write emergency phone numbers. The large space was needed when a thick pen was used to write in large letters.
A suggestion was made to provide an automatic re-dial facility so that a busy number is re-rung automatically. When the number is free, the caller's phone is automatically rung and the connection made.
The design of the Touchfone was of concern in that the receiver was
so light and flat, that it was difficult to know if the receiver had been
replaced properly.
It is interesting to note that some focus group participants who had complaints about wrong bills or other matters remembered the complaint after several years. As corporations know, it is vital to arrive at a satisfactory result for both parties in as short a time and with as much courtesy as possible.
People were confused about the different calling rates.
"Costing system is so confusing."
"Average person would give up."
These comments are supported by CTN's findings. (1995, p. 176) For country people, it is important to have a clear appreciation of the cost of STD calls between different towns. In the past, this was outlined in the White Pages. One person had written to Telstra and complained but was told that the information was available but she felt it was not properly explained. As one participant stated, "you have to be some sort of geographer - you have to work out where you are relative to the call you are making, see whether it's via the road distance, as the crow flies or as the telephone lines are laid or what. Nobody really knows."
One person had a dispute about a phone bill but did not reach a satisfactory outcome. She did not know how to take her complaint further after she was told by the Telstra staff member that nothing more could be done. "When you get a point of contact and they are so assertive on the other end of the line and say this is it, what do you do?"
Participants felt it was important that staff are kept up-to-date with
changes in regulations for service provision such as those at Telstra's
Aged and Disability Centres so that consumers are adequately informed
about these changes.
A type of mobile Aged and Disability Centre was requested for country people who are disadvantaged by the lack of services available to them.
Focus group participants felt that an Interactive Voice Response (IVR) service to learn about "spot specials" for reduced STD rates would be useful. The IVR service should also include information on products and services such as InContact (a low-cost phone connection which allows only incoming calls except for emergency outgoing calls) and Easycall. It could also include bill paying facilities with the option to be connected to an operator for account details.
There was a suggestion that "NFBCA News" should include a regular column about information on new phone products and services.
The banking system is changing from "a branch in every suburb" to supermarket-style
outlets where there are more self-service machines than staff. This leads
to less personal service, the need to rely on automated banking or to
travel further to a branch. This is especially an issue in country areas.
Therefore, it is important that machines such as ATMs and smart card readers
(see 7.2) are accessible for people who are blind or vision impaired.
Participants reported difficulties in organising receipt of regular Braille bank statements. Often people had to request these statements each time a statement was required and there often seemed to be a long time lag before the statement in Braille was received. Furthermore, bank statements in Braille were available only for customers of the Commonwealth Bank.
Many people relied on family and friends to check their bank statements for them. Some people preferred to have a passbook account even with a lower interest rate because then there was more control over their finances.
Some participants used phone banking and considered it a great advantage.
However, a few people expressed concern that a totally unknown person
on the phone had access to their account details.
Participants had a general mistrust of the information received from banks and were very concerned about acquiring accurate and consistent information. There were cases of bank officers providing conflicting information. Participants related stories such as incorrect information being given when a loan was being refinanced and that a woman was told she was too old to apply for a credit card. People seemed to have encountered problems with credit card information and were concerned that accounts earning high interest could attract hidden charges.
One suggestion was that if a leaflet was sent with a bank statement, the customer could ask at the bank about it and, if interested, request further information in an alternative format.
The point was made that it sometimes was not a problem with the lack of information but rather being given selective information which favours the banks.
There was general interest in an IVR service for banking information
but some people would still prefer to talk to a person at their local
branch. It must be kept in mind, however, that the participants discussing
banking were from an older age group and therefore may be more resistant
to a new service.
There was concern among focus group participants about privacy when dealing with a bank teller. Some people would like privacy booths to more securely conduct their banking business.
Most participants found that it was extremely difficult to use an ATM and are annoyed that they can not use these machines. While some ATMs have Braille keys, this does not help to complete the entire transaction if there is a reliance on screen information. While a number of people would still not use ATMs because of security reasons, some would be keen to use ATMs if speech output was available. The supply by the bank of an earphone which could be connected to a headphone jack at the ATM was considered an ideal solution. Another issue was that the ATMs had different configurations which created difficulties when using another machine and having to learn its layout.
Other terminals such as EFTPOS were used by a few people but were considered
difficult to handle because of the touch sensitive keys. However, the
EFTPOS facilities offered by Woolworths were described as quite good.
These facilities were developed in conjunction with the Royal Blind Society
in N.S.W.
People felt that the bank's computer system should register that they
received the Disability Support Pension and therefore were entitled to
Braille bank statements.
Focus group participants felt that consumers were often given conflicting information by different members of staff. In some cases, consumers asked several times about the same issue. If they still had not achieved a satisfactory outcome, consumers had requested to speak to the supervisor or manager. At that stage, focus group participants felt that they had received satisfactory service and usually the issue had been resolved. However, it was necessary for the consumer to be assertive.
There was often an inordinately long wait on the phone line when calling DSS. It was suggested that more staff time and phone lines be devoted to answering calls.
Some people felt that, upon a request for information, if the staff
member did not know the answer, the consumer was referred somewhere else
rather than the staff member pursuing the request.
If participants wished to visit a Department of Social Security (DSS) office, they were often concerned about privacy. Discussing personal financial matters at a DSS counter raised concerns. Suggestions were made that more privacy booths should be installed as provided in some DSS offices when a meeting was held with a Financial Information Officer.
A blind person who applies for a Disability Support Pension is given
a form to fill out which obviously is very difficult. It was suggested
that an audiotape be available in each DSS office describing the questions
asked on the form so that the person can "have the dignity to fill out
the form properly." The form could also be available in large print.
This is similar to dealing with banks where consumers were often given
conflicting information by different members of staff. However, the Disability
Support Pension for blind people has unique eligibility criteria which
can lead to some counter staff being less familiar with these details.
In some cases, consumers asked several times about the same issue and
if they still had not achieved a satisfactory outcome, had requested to
speak to the supervisor or manager. This had happened with some of the
focus group participants who, at that stage, had received satisfactory
service and usually the issue was resolved.
Participants felt that more organisations such as government offices were installing electronic queuing systems. These were entirely visually-based. Government offices used a machine where the consumer needed to choose a key to press according to the service required whereby a slip of paper was issued with a number on it. This number was then displayed on a board together with the number of the counter. This type of system is, of course, entirely inaccessible to a blind or vision impaired person. To overcome the queuing system problem, many participants rang the DSS office in advance to let counter staff know that they were coming in.
In Sweden, there have been pilot projects that attempted to solve this problem. Ticket machines were equipped with an extra key which, when pressed, activated a device with a pre-recorded synthetic speech output which announced the ticket number. When that number came up, the speech device was again activated and announced the number and the relevant counter. A sound beacon at the counter guided the person to the right place.
It would be valuable to conduct testing on various auditory queuing systems to determine the viability of installing such systems in government departments in Australia.
Consumer information from telecommunications companies, banks and the Department of Social Security currently available to people who are blind or vision impaired in Australia is limited by the lack of provision of that information in accessible formats.
The Disability Discrimination Act's Standard on Communication and Information should, when completed, act as an important guide and incentive to the provision of increasingly accessible consumer information. Telstra's Disability Action Plan, once approved, should also be an important instrument in the provision of information in alternative formats.
Telstra has developed a set of principles for meeting customer information needs. These were formulated in consultation with the Customer Information Working Group of the Telstra Consumer Consultative Council (TCCC). The principles are designed to assist Telstra when developing and implementing customer information. Unfortunately, at this stage, there is no representative from a disability organisation on the Working Group.
The TCCC Customer Information Working Group has commented on the second edition of "A guide to using Telstra's telephone service" which was released in mid-1996. It provides an extensive coverage of Telstra's products and services (including disability services) and is available from Telstra shops, consumer organisations and on the Internet. The first edition of the Guide, published in 1994, was produced in Braille by Telstra in 1995. However, it appears that no arrangement has yet been made to produce the 1996 edition in alternative formats. This illustrates that mechanisms are needed to ensure that good initiatives are developed into regular practice.
The Telstra Disability Enquiry Hotline is a free call service (Ph. 1800 068424) where people can enquire about Telstra's products and services designed specifically for people with a disability. If the call is of a more general nature, the caller is referred to the appropriate section.
Telstra's Aged and Disability Centres are located in each State capital city and provide an advisory service to people with a disability. Staff at these centres understand peoples' special communication needs and can advise customers about the ways they can improve their use of the phone. Telephones which have features useful for people with disabilities are on display. The most relevant aid for people who are blind or vision impaired is a finger guide for the standard Telstra Touchfone 200. This is a keypad overlay which is designed to assist people with low vision or limited motor dexterity to dial with greater accuracy. There are also large number rings available for rotary dial phones. There is a Telstra Disability Tariff Concession Policy for the supply of these types of aids to people with disabilities. As far as is known, information about these services is not available in alternative formats but it can be obtained from the Disability Enquiry Hotline.
An example of a generic service which is of particular value to people who are blind or vision impaired is the bill enquiries number. People can ring this number to request information about any detail of their phone bill.
As far as is known, there is no consumer information provided by banks in alternative formats apart from the issuing of Braille bank statements on request by the Commonwealth Bank.
The Department of Social Security produces a regular audio magazine
"Social Security Update" which is sent to all blind people who receive
the Disability Support Pension or the Aged-Blind Pension.
British Telecom (BT) publishes an annual guide called "The BT guide for people who are disabled or elderly: The latest products and services to help you use the phone." It is a comprehensive listing of not only products and services supplied by BT but also by a range of other organisations in the U.K. It is a useful general guide to BT network services, telephones and payphones. The catalogue is then divided into sections for hearing, speech, sight and mobility and dexterity with product and services listed under each section. Finally, information is provided on alarm systems, telephone conferencing, publications, directory enquiries and some disability organisations. The catalogue is available in print, Braille, audiotape and on the Internet.
BT also produces a quarterly newsletter called "Dovetail". It is principally staff to keep them up to date with developments for disabled customers. However, it is freely available on request to disability organisations and the general public.
Some UK banks provide some brochures in Braille. The conversion to Braille is undertaken by the Royal National Institute for the Blind as a commercial enterprise. It is an established operation and many financial institutions and BT consider it good public relations to provide such a service.
Government agencies in Sweden provide information in alternative formats if requested to do so. The National Swedish Board for Consumer Policies and the National Board of Health and Welfare produce their newsletters on audiotape. The state-run pharmacies have tapes of their information sheets about various illnesses and medicines.
A great deal of information material from Telia (formerly Swedish Telecom) is available in large print and some is available in Braille. The type of material in alternative formats is listed in Appendix G.
Telia produces a small newsletter which is sent out with the phone bill. People with a vision impairment can choose instead to ring a certain number for a phone version of the newsletter. The newsletter is then read out. It is possible for those with a touch tone phone to use the interactive voice response system to control the reading by relistening to a certain section or by jumping over a certain section.
Information about Telia's PLUS services (roughly equivalent to Telstra's Easycall services) can be obtained by ringing a certain number for pre-recorded details.
Information on prices and other services is also available from Telia through recorded messages or it can be faxed to the caller.
There are at least nine disability BBSs in Sweden which are connected together under the name Fruit Tree. One particular BBS was established by the Association of the Swedish Deafblind and is called Träffpunkt 44. This BBS is primarily aimed at the association's activities but is open to everyone. In January 1992, there were 90 active users while in April, 1994 there were 450 active users (who login at least once per fortnight). As the BBS is open to anyone and is connected to the other BBSs under the Fruit Tree, there is a broad range of discussion topics and messages sent between members. Of the nine BBSs, Träffpunkt 44 has the most active number of users. The news from Text-TV is made available on the system. This form of information exchange has proved most useful to people who are Deafblind.
There is a free Braille service for Deafblind people through the Swedish Library of Talking Books and Braille. About 80 users send in texts from their post and newspapers and receive them back in Braille. Pictures can also be interpreted through this service.
Pacific Bell has a database of 600 disability organisations in California
and regularly sends these organisations updates on its disability program.
A video has also been produced which has been distributed to these organisations
and Pacific Bell's business offices.
There is a large amount still to be done in the provision of accessible consumer information in Australia.
As the needs of people with disabilities are quite specific with regard to accessible information, it would be advantageous for a representative from a disability organisation to be included on TCCC's Customer Information Working Group. This provides further input on the most appropriate presentation of information for those with low vision as well as giving advice on alternative formats.
RECOMMENDATION
That NFBCA discuss with the TCCC Customer Information Working Group the
mechanism for including a representative from a disability organisation
on the Working Group by March, 1997.
There is a wide range of consumer information from telecommunications
companies which needs to be made available to people who are blind or
vision impaired. This will enable these consumers to gain more from products
and services and may increase their usage of services. Information on
those products and services which are specifically designed for people
with disabilities could be provided in the form of an annual directory.
This directory could be available in alternative formats.
RECOMMENDATIONS
That Telstra consider publicising their products and services
more by producing an annual directory of products and services for people
with disabilities in print and in alternative formats.
That Telstra and/or Optus consider distributing
leaflets in accessible formats on specific relevant services to disability
and aged organisations.
"A guide to using Telstra's telephone service" contains some of the information which is available in the front section of the White Pages relating to customers' rights, Telstra's responsibilities, and an overview of services including disability services. It also contains a useful list of general service numbers. It was emphasised by focus group participants that such information would be particularly valuable in alternative formats for use as reference material.
RECOMMENDATION
That Telstra consider making available the general information found in
the White Pages and the booklet, "A guide to using Telstra's telephone
service" in alternative formats.
Other ways of publicising products and services for people who are blind
or vision impaired is to make use of the Radio for the Print Handicapped
(RPH). This radio network with stations in the capital cities of Australia,
while directed at people with a print disability, has a much broader following
and could be an excellent marketing application. The Hello Yellow service
was well-known through the exposure received on RPH. While only a certain
percentage of their programming is allocated to commercial segments, a
short spot on the latest specials together with relevant products and
services would reach a wide target audience.
RECOMMENDATION
That Telstra and/or Optus consider the sponsorship of a short
program on Radio for the Print Handicapped to provide information on new
products and services.
Some focus group participants expressed a wish to have a Telstra audio magazine while others felt they needed to limit the number of tapes which they could listen to. There might, however, be a considerable number of aged people with low vision who would value such a method of obtaining information about new products and services. A feasibility study might therefore be necessary to evaluate the need for such a service.
RECOMMENDATION
That Telstra consider undertaking a feasibility study for the production
of an audio magazine outlining new products and services.
The Disability Enquiry Hotline is a valuable service and continued promotion of this service is important so that people can benefit from it. However, often people may not be aware of what services to ask for. An Interactive Voice Response service as part of the general sales enquiry line could offer a menu choice for disability services which would provide an overview of products and services. This could be a supplementary choice besides talking to the operator.
RECOMMENDATION
That Telstra consider the installation of an Interactive Voice Response
(IVR) service as part of its general sales enquiry line with one menu
choice being for disability services.
The above recommendations cover general information which the company believes the consumer may be interested in. However, there might be specific information which a person who is blind or vision impaired has heard about and wants further information. There needs to be a mechanism in place where this information can be provided, within reason, in the alternative format which is most appropriate for that person.
RECOMMENDATION
That NFBCA work with telecommunications companies and banks to
establish mechanisms by June, 1997 for information to be provided in alternative
formats upon request.
There may be consumers who are specifically interested in a certain product such as mobile phones and may want updated information on new services relating to this product. This is an opportunity for telecommunications companies and banks to set up a system of targeted information to consumers on request. The consumers state on an initial application form that they wish to be sent regular updated information and in what format. Privacy considerations are very important and these types of mailing lists should not be shared with or sold to other companies.
RECOMMENDATION
That NFBCA initiate a discussion by June, 1997 with telecommunications
companies and banks for the introduction of a system of targeted information
that is provided to consumers on request. When relevant new information
becomes available, it is sent to the customer in a pre-arranged accessible
format.
Directory assistance is provided free of charge using a semi-automated system. A person speaks to an operator to request a number for a person or organisation and then the number is provided by synthetic speech. The number is repeated twice and if the person requires further assistance, the line is switched through to an operator again. This is a much used and appreciated service by all sectors of the Australian community.
A new Telstra service called Call Connect enables mobile phone users to request a number for a person or organisation and be automatically connected to the number. This service could be extremely useful for people who are blind or vision impaired as the number given does not have to be memorised and then dialled. In fact, the mobile phone user is not given the number as the service is designed as connection assistance rather than directory assistance. There is an additional charge for this service. It is not available for fixed phone services at this stage.
Hello Yellow is a service provided by Yellow Pages in south-east Queensland only. A person can ring Hello Yellow and ask about a selection of companies in a certain area. For example, what home delivery pizza shops are available in a particular suburb. The operator provides the person with several different numbers and additional information if requested. This service is extremely useful for blind or vision impaired people as it offers an element of choice which is otherwise seldom available. Hello Yellow is a general service but it has realised the potential for people who are blind or vision impaired and promoted its services on Radio for the Print Handicapped.
Telstra's White Pages are available on CD-ROM in both DOS and Windows
versions. Both the White Pages and the Yellow Pages can be searched on
the Internet from the Telstra Web site.
Talking Pages is a service in the U.K. similar to Hello Yellow where details from the Yellow Pages are provided over the phone by specially trained operators. The caller states what type of shop or business he or she wants (both locally or nationally) to contact. The operator can then provide details on products or services of relevant businesses and even opening hours, phone and fax numbers, credit card acceptance and whether any facilities are provided to people with disabilities. This service is available 24 hours per day to the general public.
A service offered by Bell Atlantic is called Connect ReQuest (similar
to Telstra's Call Connect). This enables the customer to be automatically
connected to the number requested after contacting Directory Assistance.
Directory Assistance is an extremely important and well-used service by the whole community. It is vital for people who are blind or vision impaired and unable to use the print version of the White and Yellow Pages.
The Hello Yellow service in Brisbane has been enthusiastically received by focus group participants as providing them with a choice of phone numbers for a particular service. It is important to stress that this a generic service and not one directed principally at people with disabilities.
Focus group participants outside Brisbane were very interested in the service. However, country people were concerned that STD rates might be charged for such a service.
Hello Yellow should be expanded to cover the rest of Australia as has been successfully done in the U.K. Obviously, there would be a cost involved in the delivery of the service and so the feasibility of an expansion should be undertaken.
RECOMMENDATION
That NFBCA discuss the feasibility of the expansion of Hello Yellow into
a nation-wide service with the Yellow Pages company by April, 1997.
The recent introduction of Call Connect for mobile phones makes it much easier to quickly phone a person when their number is not easily available. Obviously, this type of service would be invaluable for a person who is blind or vision impaired and has to rely on their memory or have a recording mechanism close by. Therefore, this service should include fixed phones as well as mobile phones.
RECOMMENDATION
That Telstra consider introducing a service for the automatic
dialling of a phone number from a fixed phone after an enquiry has been
made to Directory Assistance similar to Call Connect which is used with
mobile phones.
The majority of blind or vision impaired people receive bank statements
and telephone bills on a regular basis and have to rely on family and
friends and in some cases, other people to read these rather personal
accounts to them. This is a typical example of the lack of privacy in
their personal affairs which many people with disability have to endure.
As far as is known, telephone bills are not provided in alternative formats at this stage.
With regard to bank statements, the Commonwealth Bank can provide these
in Braille but there are a number of privacy issues regarding outside
organisations doing Braille embossing.
In the U.K., four major banks and British Telecom (BT) provide statements in large print and Braille. It is also possible to have the details of the BT bill read over the phone to the blind person before the bill is posted.
In France, there are a variety of services in different parts of the country. For example, in Toulouse, there is an independent production centre where bank statements are received electronically and then produced in Braille for clients. The Centre de Transcription et d'Edition en Braille has produced Braille versions of municipal information and bank statements from 34 banks since 1989. It also produces gas and electricity bills in Braille.
The Swedish bank, Nordbanken provides a service for blind people which
includes Braille bank statements. Customers do not need to use bank forms
but can contact the bank with their payment requirements. There are about
600-700 customers who use this service.
There is a very pronounced need for telephone bills and bank statements to be provided in alternative formats as indicated by focus group participants.
Both Telstra and Optus should investigate, with urgency, the most appropriate mechanism for providing bills in Braille and large print. Usually, Braille production is contracted out to blindness organisations which have the necessary equipment and expertise.
RECOMMENDATION
That Telstra and Optus issue phone bills in alternative formats.
The Commonwealth Bank currently provides bank statements in Braille but there have been some problems with the processing of these statements. Privacy issues have been of concern to some people due to the production of Braille being done by a blindness agency. There needs to be discussions with the Commonwealth Bank to streamline procedures. As well, talks should be held with other banks for the provision of statements in alternative formats.
RECOMMENDATION
That NFBCA hold discussions with banks by March, 1997 to work
towards streamlining services for people who are blind or vision impaired
e.g. regular provision of Braille bank statements or large print statements;
plain format statements for scanning or statements on disk.
