Accessibility Standards For Customer Service

Web Content Accessibility Guidelines
Accessibility Standards for Customer Service

Summary
What is website accessibility?
Who is it governed by?
Who is affected?
When is it to be implemented?
What are the requirements?

Facts
About 1.85 million people in Ontario (15.5% of the population) have a disability
47.2 % of people over 65 have a disability
As our population ages quickly, these numbers are predicted to increase (baby boomers)
In the United States, which is implementing standards under the Americans with Disabilities Act, the hospitality industry has increased annual revenue by 12%
People with disabilities also represent a wealth of untapped employment potential

Accessibility Standards for Customer Service
Province of Ontario
Ontario Human Rights Code
Accessibility for Ontarians with Disabilities Act, 2005 (AODA)
Ministry of Community and Social Services
Accessibility Standards for Customer Service, Ontario Regulation 429/07
Worldwide Web Consortium (W3C)
Web Content Accessibility Guidelines 2.0

Clients Affected by Accessibility
people with disabilities
seniors
consumers living in areas that do not have access to high-speed Internet
people who have difficulty reading and writing
people who speak English as a Second Language
tourists and people living in multilingual societies

Any business/non-profit with one or more employees must comply with this act.

Compliance Deadlines
January 1, 2010—for all providers designated public sector organizations (ie. All ministries, colleges, hospitals, school boards, municipalities, etc.)
January 1, 2012—for all providers with at least one employee that are not designated public service organizations (businesses, non-profits, churches, unions, etc.)

WCAG 2.0 Guidelines: Principles
Four Key Principles for Designing Accessible Websites

Perceivable
Information and user interface components must be presentable to users in ways they can perceive; web content is made available to the senses
Provide text alternatives for any non-text content
Provide alternatives for time-based media
Create content that can be presented in different ways (ie. simpler layout) without losing information or structure
Make it easier for users to see and hear content including separating foreground from background

Operable
User interface components and navigation must be operable
Make all functionality available from a keyboard
Provide users enough time to read and use content
Do not design content in a way that is known to cause seizures
Provide ways to help users navigate, find content, and determine where they are

Understandable
Information (content) and the operation of user interface must be understandable
Make text content readable and understandable
Make web pages appear and operate in predictable ways
Help users avoid and correct mistakes

Robust
Content must be robust enough that it can be interpreted reliably by a wide variety of user agents including assistive technologies
Maximize compatibility with current and future user agents, including assistive technologies

Accessibility Standards For Customer Service

by Engine Communications on Jan 06, 2010

Accessibility

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Accessibility Standards For Customer Service — Presentation Transcript