Accessibility Is Everyone’s Responsibility

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Summary

This article talks about how everyone, no matter their job, has a part to play in making places and services accessible and welcoming for all. It starts with a story about a shirt that makes people think about their own role in promoting accessibility. The main point is that making things accessible shouldn't just be about following rules to avoid trouble; it should be a core part of how businesses operate. The gives specific tips on how different people in a company, from the leaders to the cleaning staff, can help make their environment more inclusive.

I love this shirt from Knowbility that states: “I am a [blank] and accessibility is my responsibility.” Someone asked me why I hadn’t filled it in. I explained that I left it blank because I wanted others to see themselves in the statement. I want others to realize accessibility is their responsibility.

Knowbility Executive Director Sharron Rush told me that someone filled in the blank with “human.” Accessibility, indeed, is every human’s responsibility. Accessibility goes beyond job titles and departments. It’s about creating an inclusive world for everyone.

I won’t rehash that accessibility is a human right and it’s not a trend or a box to tick. I won’t dig into statistics to show disability is a significant demographic. I won’t talk about the U.S. Department of Justice publishing a final ruling or the European Accessibility Act (EAA) [pdf] driving many organizations to prioritize accessibility.

Instead, I’ll say that leaders should want to prioritize accessibility for all its benefits and advantages. Weaving accessibility into every part of the organization promotes a culture of inclusivity, drives innovation, and enhances the organization’s reputation. While it also ensures compliance with legal standards, that should never be the main goal.

Accessibility Is More Than Compliance

When compliance is the goal, organizations tend to do the bare minimum. This doesn’t guarantee good user experiences. For example, a building can comply with the Americans with Disability Act (ADA) by having a ramp. However, the location of that ramp can make or break the user experience.

If it’s all the way around the back, then that would be a poor experience for customers. The ramp should be in the same place where everyone enters the building. People who use ramps want to enter a building with their colleagues and friends. A restaurant that has a ramp in the front and the back creates an inclusive experience for employees and customers.

I depend on captions. I can’t follow videos without captions. Web Content Accessibility Guidelines (WCAG) don’t spell out how to caption or best practices. They simply state that the video needs to have captions or an equivalent like a transcript. Yet, WCAG has a page that says automatic captions are not sufficient.

The Business Case for Accessibility

Threading accessibility into organizations is more than the right thing to do. It makes good business sense. Companies prioritizing accessibility often see benefits such as more loyal customers, higher brand reputation, and greater reach. Additionally, accessible businesses are better prepared to meet legal and regulatory requirements. Thereby reducing the risk of costly lawsuits and penalties.

But organizations shouldn’t do accessibility with a focus on compliance and avoiding lawsuits. They should want to be an accessible organization to benefit from its many advantages and create an inclusive culture. Investing in accessibility can also drive innovation. By focusing on inclusive design, companies can create products and services that are more user-friendly for everyone. This can lead to new opportunities and a competitive edge in the market.

Creating a culture of accessibility within an organization starts with education and awareness. Regular training and workshops help employees understand the importance of accessibility and how they play a role in it. The training helps drive the message for employees to view accessibility as an integral part of their role, not just a compliance requirement.

Promoting stories and successes related to accessibility within an organization can also compel team members to act. Share case studies, employee testimonials, and customer feedback that highlight the positive impact of accessibility efforts. These build empathy.

Whenever I have a positive accessible experience with a company, I talk about it publicly. Whenever I have an inaccessible experience with a company, I talk about it publicly. Accessibility can boost or flatten a brand’s reputation.

Practical Steps for Leaders

Leaders play a key role in championing accessibility within their organizations. Organizations should have at least two executive champions. This way if one executive leaves, the accessibility efforts don’t go out the door with them.

Here are practical steps to integrate accessibility effectively.

1. Establish goals: Set clear, measurable goals for accessibility improvements. This helps keep the organization accountable and focused.
2. Allocate resources: Dedicate resources to accessibility initiatives, including budget, tools, training, and personnel.
3. Involve people with disabilities: Hire and involve employees with disabilities in the design, testing, and ongoing evaluation of products and services. Their insights are invaluable throughout the process from idea to continuous improvement.
4. Implement inclusive policies: Develop and enforce policies that promote accessibility across all operations. This includes procurement policies, hiring practices, and customer service standards. Examples of inclusive policies include the ability to do remote work and schedule flexibility that helps caregivers and those who require medical appointments.
5. Cultivate a supportive environment: Create an environment where employees feel comfortable sharing their accessibility requirements. The organization’s website should reinforce it, their business practices should reinforce it, their leaders should reinforce it by sharing their stories, and their employees should reinforce it by asking others about their working preferences and sharing their own. Also, give employees a safe way to submit suggestions for improvement.

Role-Specific Accessibility Responsibilities

Accessibility is a shared responsibility that involves every role within an organization. More hands make light work. Here’s how each role can contribute to making accessibility a core part of your business.

Customers

Customers are the lifeblood of a business. Their feedback is invaluable. Encouraging customers to report accessibility issues and suggestions helps companies improve and shows that you value their feedback and experience. By providing multiple channels and multiple ways for providing feedback, businesses can make significant progress with inclusion.

True story. A mobile app’s colors were not accessible. The app used color pairings that did not have a strong color contrast. I wrote an email. I thanked them for their app and the work they’ve done to make it accessible. I explained the problem and why it was a problem. I offered a solution. They listened and updated the app.

Human resources

Human Resources (HR) is the gateway for an organization. It starts with creating an accessible hiring process. This includes creating accessible job applications and onboarding processes. Besides complying with legal standards, it goes a long way toward attracting a diverse pool of talent.

Consider the entire candidate’s experience. Can they access the job posting? Can they apply? Is the interviewing process inclusive? Are interview options and locations accessible? Do you make it easy for candidates with disabilities to get the accommodation and accessibility they require? An inclusive hiring process sets the tone for an inclusive workplace.

True story. In setting up an interview, the process and follow up email defaulted to a phone call. I needed it to be a video call because relying on captions alone is stressful. Adding video increases the chances I’ll understand the speaker. I emailed the contact person and explained this. They were grateful and made the change.

Procurement

The procurement team works to buy accessible products and services. They select vendors who prioritize accessibility and choose products that exceed accessibility standards. By incorporating accessibility criteria into the procurement process, the company builds an inclusive supply chain.

When evaluating potential vendors, ask about their accessibility practices and request evidence of their commitment to accessibility. This can include accessibility certifications, audits, having disabled employees, and user testing with people with disabilities. Procurement needs to know how to read, evaluate, and question Accessibility Conformance Reports (ACR) based on the Voluntary Product Accessibility Template (VPAT).

True story. A friend works with WordPress. Any time her company runs into inaccessible plugins, they contact the developer. They explain the problem and propose a solution. Often, the developers will fix the accessibility problem because they want their plug-in to work for the greatest number of people possible.

Graphic Designers

Graphic designers can affect how people view the brand’s visual designs. By using strong color contrasts, readable text, and image descriptions, they enhance the user experience for everyone.

Training and resources on accessible design principles help a design team integrate accessibility into their workflows. Provide them with tools like contrast checkers to help them evaluate the accessibility of their designs.

True story. I saw a preview of an upcoming show shirt. The shirt was green. The organization’s logo was red. The color contrast was very low. I let the organization know that if they want to know where the show is playing, they may want to change the logo to white. They did.

Marketing and communications

The marketing department produces content. The content must be accessible. When content isn’t accessible, it’s unfinished. Videos published without captions, transcripts, or audio descriptions are unfinished. Audio without a transcript or text-based alternatives is unfinished.

Accessible content expands a company’s reach and shows the company values inclusivity. When planning campaigns, review the accessibility of all materials and channels. Organizations can stand out if marketing promotes the accessibility of their products and services.

True story. When I bought my Apple Watch, it was for fitness. It turned out to be an amazing accessibility tool. I had no idea until after I bought the watch. If Apple had promoted the watch’s accessibility, then I might’ve bought one sooner. This would mean more revenue for the company. I’m on my third watch. Maybe I could’ve been on my fourth watch.

Managers

Managers are pivotal in creating and promoting an inclusive workplace culture. Encourage employees to share their communication and working preferences. Better yet, implement the “Manual of Me” framework. According to the Manual of Me website: “A Manual of Me is a powerful framework which helps you discover and communicate your working preferences, motivations, and needs, so we can all work better together.”

By understanding each team member’s needs, managers can create an environment where everyone can thrive. Regular check-ins and open communication channels are key to maintaining an inclusive workplace.

True story. A marketing and communications director hired me to train employees on how to create accessible content multiple times. The team keeps leveling up their content accessibility.

Executives

Executives must champion accessibility. There should be at least two executive champions to ensure that accessibility remains a priority if one leaves. This commitment from the top sets the tone for the entire organization.

Executives can drive accessibility initiatives by allocating resources, setting accessibility goals, and tracking progress. They should also communicate the importance of accessibility to the entire organization by integrating it into the company’s values and objectives.

True story. Companies with an accessibility executive have made strides in creating a culture of accessibility among employees, products, and services. It’s not perfect, but they’re always working on it.

Finance

The finance department should ensure that all employees have access to their financial information and payments. This includes making financial documents accessible and providing multiple ways for employees to access this information.

Accessibility in finance also means ensuring that any financial software used is accessible to all employees. This promotes financial inclusion and ensures that everyone can manage their finances without assistance.

True story. A friend who uses a screen reader could not access their financial information. They had to rely on someone else to help them. This puts their privacy at risk.

Cleaning crew

Yes, the cleaning crew has a role in maintaining an accessible environment. They can make sure that paths, rooms, and halls don’t have things in the way. They’d confirm that accessible bathrooms don’t turn into storage rooms. The cleaning products used also matter as some products can cause allergic or sensory reactions.

True story. I was walking with a Blind friend and helping guide them. Since I’m a lipreader, I was looking at them when they spoke. As we walked, I looked at them and where we were going. At one point, I was looking at them and ran into signage. Fortunately, we didn’t get hurt. However, there was not much walking space for two people side-by-side. The signage would be better elsewhere.

Product teams

Successful product teams integrate accessibility into the product development process from the beginning. This includes conducting accessibility testing and involving users with disabilities in the testing and auditing process. Accessible products not only comply with regulations but also open new market opportunities.

Creating an accessibility roadmap for product development ensures that accessibility is considered at every stage, from initial design to final testing.

True story. A product team created a visual podcast for the deaf and hard of hearing. An article about the podcast said they used a focus group. But I questioned whether they used the focus group throughout the project. Not one person I know liked it. It used bright colors and motion, which weren’t tolerable.

Customer support

Customer support is inclusive when it offers at least two communication options to accommodate different needs and preferences. This could include phone support, email, live chat, and video calls. Providing multiple options ensures that all customers can receive the support they need in a way that works for them.

Training customer support representatives in accessibility can help them assist customers with disabilities more effectively. This enhances the overall customer experience and builds loyalty.

True story. I contacted Microsoft support in an online chat. They asked for a callback phone number in case we got disconnected. I recommended asking for a phone number or email. The next time I contacted them, they gave me the choice!

Facilities

Facilities management is responsible for ensuring that the physical environment is accessible. This includes making sure buildings and events are accessible to people with disabilities. These include ramps, elevators, accessible restrooms, and clear signs.

Regular accessibility audits of facilities to identify and address any barriers. This ensures that everyone can navigate and use the facilities comfortably.

True story. I went to visit my mom at the hospital. Once I reached her floor, there was one way in. You had to call using the hospital’s phone. It was the only communication option.

Making Progress with Accessibility

Accessibility is everyone’s responsibility. By making accessibility a core part of business, companies create a more inclusive, welcoming environment for all. When people can bring their full selves and have the accessibility they require, they achieve more. Isn’t that the most important thing?

Together, we can create a world where accessibility is the norm, not the exception.

Level up Your Accessibility and Inclusion Efforts

Level up your efforts to create a more accessible and inclusive workplace with my help. I can educate your employees by speaking, delivering training, and providing accessibility strategies. Contact me, get to know me, or subscribe to email updates.

Feature image description. Selfie of Meryl wearing a purple shirt that says, “I am a [blank] and accessibility is my responsibility.”