One of the biggest misconceptions is around the words accessibility and inclusion and understanding the difference between these two terms.

This article will debunk any myths and give you some real understanding about what accessibility and inclusion means within your business or organisation.

Accessibility is where you have a product or a service and something is added onto that to make it accessible for a different group of consumers. 

An example of this is using a VRS service in a contact centre so that deaf customers can access the contact centre via a sign language interpreter. 

It is an accessible service because VRS has been ‘added-on’ so a deaf person can call via an interpreter to speak to the hearing contact centre advisor.

An inclusive experience is where all customers receive an equal experience.

In the example above, this would mean that a deaf person could call and use British Sign Language and communicate using video to another deaf British Sign Language user.
This would allow the deaf person to have the same experience as a hearing person would have – connecting to another hearing person.

This is just one example to highlight the differences and also offer some suggestions to serve deaf customers.

These are the types of considerations to make so deaf people can access your services.


We want to live in a world where everyone has a like-minded experience

This will mean that the experience will sometimes be slightly different for it to be like minded, but we are aiming for individuals to all leave the interaction FEELING the same way and having a SHARED brand experience and coming out with the same outcome. 


Things to think about...

Any questions - as always we are here to help!

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