Action 2.3C Take measures to ensure public communications are inclusive and adhere to accessibility standards.

Guidance

To ensure that public communications are inclusive and adhere to accessibility standards, it is essential to adopt a variety of inclusive communication methods and accessible approaches (see resources).

“Ensure all websites and apps are accessible.  Ensure all social media platforms use Alt text and respectful language and represent your organisation well.”

WIDE Consultation Participant – Disability Organisation

Here are some key steps your organisation should consider in order to achieve this:

• Ensure Public Websites Adhere to WCAG Standards – Ensure that the organisation’s public websites/platforms adhere to a minimum of Web Content Accessibility Guidelines AA standard and periodically audit the website to ensure compliance (see Action 2.1B).
• Provide Inclusive Social Media Content– Ensure that all social media content is accessible. This includes using alt text for images and gifs, providing captions for videos, avoiding videos with no voiceover, using pascal case hashtags (e.g., #SocialMedia rather than #socialmedia), avoiding excessive emoji-use and using clear and simple language. These practices make social media content accessible to a wider audience, including disabled people.
• Use Accessible Marketing and Promotional Materials– Design marketing and promotional materials with accessibility in mind. Use high-contrast colours, large fonts, and clear layouts to ensure readability. Provide options to request alternative formats, such as digital accessible versions of printed material to accommodate different needs.
• Promote Accessible Customer Service Interaction– Ensure that customer service interactions are accessible. Train customer service representatives on how to communicate effectively with disabled people. Provide multiple channels for customer service, including phone, email, and chat support, to accommodate different preferences and needs.
• Provide Varied Channels of Public Communication– Offer varied channels of communication to ensure that all individuals can access information and services. This might include providing phone support, email, and chat options as appropriate to your business context. Ensure that these channels are accessible, and that staff are trained to use them effectively.

By taking these measures, your organisation can ensure that public communications are more inclusive and adhere to accessibility standards, supporting diverse and inclusive engagement with customers and potential employees.