Real-Time Communication Etiquette for Communicating with Customers with Disabilities

Vision Impairments

People with vision impairments may use alternative equipment, such as screen reading software and screen magnification software, to access their computers. When communicating in real-time with people who have vision impairments, it is useful to know how alternative equipment works:

• Screen magnification software may distort “typical” Webpage or document settings. What is visible to one individual on a screen may be wrapped or truncated to an individual using this software. Directional cues may need to be adjusted to effectively direct the individual through screens or other functions.
• Screen reading software allows text to be converted into computer synthesized speech.  Screen reading software reads the information on the screen in a certain order that is usually controlled by how the document was designed. Customer service representatives should familiarize themselves with how the major screen reading software products work so they will know how to assist customers with vision impairments who use the software.  It may be useful to contact the companies that market these products and ask for a demonstration. For more information on vendors of screen reading software, go to: http://AskJAN.org/cgi-win/OrgQuery.exe?Vis11