Real-Time Communication Etiquette for Communicating with Customers with Disabilities

All Disabilities

Use proper language when referring to a person with a disability. For example, make reference to the person first, then the disability. Use terminology such as "a person with a disability" rather than a "disabled person."

Newer technologies such as instant messaging (IM) and short message service (SMS) text messaging are increasingly popular real-time communication methods. In all situations, be prepared to repeat information using words or phrases instead of common abbreviations, and allow extra time for individuals to complete messages.

Keep in mind that in most cases, the best way to learn how to accommodate customers with disabilities is to ask them directly. However, do not ask unnecessary questions; ask only what you need to know in order to serve the person effectively. In addition, individuals may choose to use different communication technologies for various reasons. For example, communication technologies traditionally used by individuals with hearing impairments may also be helpful to individuals with speech impairments.