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