Real-Time Communication

Etiquette for Communicating with

Customers with Disabilities

Fact Sheet Series
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JAN’S ACCOMMODATION FACT SHEET SERIES

REAL-TIME COMMUNICATION ETIQUETTE FOR

COMMUNICATING WITH CUSTOMERS WITH DISABILITIES

According to the Office of Disability Employment Policy (ODEP) (1998):

the key to providing quality services to customers with disabilities is to

remember that all customers are individuals. Persons with disabilities

come in all shapes and sizes with diverse personalities, abilities, interests,

needs, and preferences --- just like every other customer. Etiquette

considered appropriate when interacting with customers with disabilities is

based primarily on respect and courtesy. Listen and learn from what the

customer tells you regarding his or her needs. Remember, customers with

disabilities will continue to patronize businesses that welcome them, are

helpful, are accessible and provide quality products and/or services at

competitive market prices.

Today, a lot of customer service takes place with voice calls over the telephone and

Internet; however, there are other synchronous methods for communicating when

individuals are not face-to-face, such as text and instant messaging. For the purposes

of this document, non face-to-face methods of communication are referred to as realtime communication. Although the same general rules of etiquette apply when

communicating with customers face-to-face, there may be additional issues to consider

when communicating in real-time. The following discusses general etiquette issues as

well as some issues unique to communicating in real-time.

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.
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Speech Impairments

People with speech impairments may stutter, slur words, sound hoarse, have

unintelligible speech, or be non-vocal. When communicating verbally with a person who

has speech impairment:

 Listen attentively, be patient, and avoid speaking for the person or finishing

his/her sentences.

 Never pretend to understand if you are having difficulty understanding; ask the

customer to repeat what was said and then repeat it back to the customer to

make sure that you understand it.

 When necessary for clarification, it is appropriate to ask short questions that

require short answers.

 Voice clarity can sometimes be achieved by adjusting the frequency of the

incoming voice.

 If the person is non-vocal, he/she may use a communication aid, which

generates synthesized speech or a prerecorded voice. A person using a

communication aid may need additional time to effectively operate the device.

 If no solution to the communication problem can be worked out between you and

the customer, ask if there is someone who could interpret on the customer's

behalf.

Cognitive Impairments

People with cognitive impairments may have problems with memory and concentration,

understanding oral communication, and learning. When communicating in real-time with

a person who has a cognitive impairment:

 Be prepared to provide an explanation more than once.

 Be patient, flexible, and supportive; take time to understand the customer and

make sure the customer understands you.

 Be prepared to follow up in writing.

 Take time to break long explanations into small, numbered, and sequential steps.

Fine Motor Impairments

People with fine motor impairments may have limited use of one or both hands or no

use of the hands and fingers. When communicating over the telephone with people who

have fine motor impairments:

 Be prepared to allow extra time for the person to write notes or to use alternative

input devices to document notes, numbers, and additional information.

 Be aware that if the person uses speech recognition software for computer

keyboard functions in place of handwriting, the individual must speak directly to

the computer and may need additional time away from the conversation to

inactivate the telephone receiver and perform computer functions by speech.
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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

Hearing Impairments

People with hearing impairments may have mild to severe hearing loss or may be

completely deaf. When communicating with people who are deaf or hard of hearing,

keep in mind that:

 For some individuals with mild hearing loss, it might help to raise your voice.

 Other individuals may use hearing aids or amplified telephones, which can

sometimes result in high-pitched feedback on the telephone. If you hear

feedback, let the customer know so he/she may be able to make simple

adjustments to minimize the noise.

 Other individuals with more severe hearing loss may use a TTY (teletypewriter),

which is a telephone device that enables individuals who are deaf or hard of

hearing to make and receive telephone calls to other TTY users. Businesses

should have a TTY or TTY software on site. Customer service representatives

should be trained on how to use a TTY and proper TTY etiquette.

 Individuals who are severely hearing impaired or deaf may use a relay service,

which is a 24 hour, 7 day a week, free assistance service that allows TTY users

to call people who do not have a TTY. To use a relay service, an individual uses

his/her TTY to contact a relay operator who also has a TTY. The operator then

calls the customer service center and serves as an interpreter. When the

individual at the recipient end of the call answers, the operator explains his or her

role in the call and from that point forward will relay the communication between

the two parties exactly as stated by both parties. When using the relay system,
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keep in mind that the relay operator types everything you say so do not make

comments that you do not want the customer to hear.

 Some individuals may use a video relay service to communicate. Individuals can

communicate through a sign language interpreter by placing a video relay call.

Video relay calls are made using a high-speed or broadband Internet connection

and a videophone, Web camera, or similar technologies. The person who is deaf

signs (e.g., using American Sign Language) to a video interpreter

(communications assistant), who then communicates with a hearing person by

relaying the conversation between the two parties. For more information

regarding video relay services, see the Federal Communications Commission

(FCC) "Consumer Facts Sheet: Video Relay Services" at

http://www.fcc.gov/cgb/consumerfacts/videorelay.html

References

Office of Disability Employment Policy. (1998). Providing Quality Services to Customers

with Disabilities. Retrieved December 17, 2009, from

http://www.dol.gov/odep/pubs/ek98/provide.htm

Updated 03/24/10.
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This document was developed by the Job Accommodation Network, funded by a

contract agreement from the U.S. Department of Labor, Office of Disability Employment

Policy (DOL079RP20426). The opinions expressed herein do not necessarily reflect the

position or policy of the U.S. Department of Labor. Nor does mention of trade names,

commercial products, or organizations imply endorsement by the U.S. Department of

Labor.