36 CFR Part 1194 - Proposed Information and Communication Technology (ICT) Standards and Guidelines NPRM

Advisory 603.2 Information on Accessibility and Compatibility Features. A best practice is for ICT support services to provide training programs about the following topics: accessibility requirements for individuals with disabilities; methods of communication used by individuals with disabilities; assistive technology commonly used with ICT products; designing for accessibility; solutions for accessibility and compatibility of ICT with assistive technology; accessible document creation and remediation; ICT product assessment; user testing; the use of people-first language; and sensitivity training.

Advisory 603.3 Accommodation of Communication Needs. The Federal Communications Commission maintains a list of contact information for telecommunications service providers and manufacturers of telecommunications products that can be useful when support services are provided through a referral. Examples of accommodations are qualified sign language interpreters, assistive listening systems, TTYs, real time captioning, and telecommunications relay services. Telecommunication relay services can be TTY, speech-to-speech, and video relay service.

A best practice is for help desk and other ICT support services to use a variety of communication technologies. Examples of such communication technologies include Internet posting (such as message boards and website blogs), telephones, email, fax, postal mail, texting, and instant messaging.