This is the third in a series, Ten points to accessible information.
Focusing on the user is an important part of accessible information. The user also wants to be able to find relevant information. The two are, of course, closely related
Information providers must cut to the chase, and make sure they understand and provide what people really want. Give people the information they want most, rather than welcoming them to the web site, describing your policies and processes, your vision, everything you do, your strategic direction, or how to use the site, (which should be obvious anyway,) or other wordy, jargon filled padding. The same goes for print information.
On the automated phone system don’t ask me to take even a short survey when I have to select from a raft of options. I want one piece of information about my account and I want it now, not later.
Don’t survey me about your service – just give it to me!
If your function is a complaints or claims body, for example, make sure people can find where and how to complain quickly and easily. ACC has changed its web site to do just that. It works.
The process of finding and using information has costs for disabled people, often more than for other people. These costs can be in terms of sheer effort, time as well as material resources. Costs are different for different people and impact on their use of information in different ways. Disabled people may also have fewer choices in the sources they use to access information. They need to be able to quickly access relevant information with minimal effort.
If I can’t find the information I want quickly and easily on a web site I will pick up the phone and waste someone’s time until I get it.
And yes – if it works well for disabled people it will work well for everyone.
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