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‘Including all Consumers’ Communicating and Transacting with People with a Print Disability

‘Including all Consumers’ Communicating and Transacting with People with a Print Disability. Tricia Cooney and Tony Clark RMIT University Conference October 2006. Transacting with all Consumers.

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‘Including all Consumers’ Communicating and Transacting with People with a Print Disability

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  1. ‘Including all Consumers’Communicating and Transacting with People with a Print Disability Tricia Cooney and Tony Clark RMIT University Conference October 2006

  2. Transacting with all Consumers • Financial institutions may inadvertently overlook the communication needs of about 20% of the population • Approximately 3.5m Australians have difficulty in accessing standard printed information because of a ‘print disability’ Financial Literacy, Banking & Identity 2006 RMIT University

  3. Print disability • Vision impairment or blindness • Physical dexterity problems • Learning disability such as dyslexia • Brain injury or cognitive impairment • English as a second language • Literacy difficulties • Early dementia Financial Literacy, Banking & Identity 2006 RMIT University

  4. Effective Communication • Communicating terms and conditions • Product disclosure • ‘Clear, concise and effective’ • Full and independent access • Acceptance of offer • Disability discrimination Financial Literacy, Banking & Identity 2006 RMIT University

  5. Alternative format information For those who have difficulty accessing standard print the following alternate formats are available - • Audio CD or audio file on website • Large Print – Hardcopy or pdf • Braille • E Text • Information delivered via Radio RPH • Information provided on accessible websites Financial Literacy, Banking & Identity 2006 RMIT University

  6. Delivery Mediums • There are two principle mediums : • Online • Hardcopy Financial Literacy, Banking & Identity 2006 RMIT University

  7. Online Strategies • Accessibility is directly related to choice • Provide a range of online formats : • PDF • RTF • HTML • Supporting business practices Financial Literacy, Banking & Identity 2006 RMIT University

  8. Hardcopy Strategy • Mirror standard hardcopy strategies • Mass mail outs • Provision on demand • Examples include : • Regular Account Statements • Product Disclosure Statements • Brochures Financial Literacy, Banking & Identity 2006 RMIT University

  9. Key Components to Deliver Accessibility • Knowledge of customer needs • Customer requirements • Capturing of data • Knowing the customer will result in truly high quality customer service Financial Literacy, Banking & Identity 2006 RMIT University

  10. The Future is Here • Streamlined production processes allows : • Automated production of statements into all formats • Synthetic text to speech products • Automated conversion • Sophisticated customer databases • Culture change Financial Literacy, Banking & Identity 2006 RMIT University

  11. Recommendations • Choice must be provided • Review and commence with high priority material i.e. PDS, regular statements • Review workplace practices Financial Literacy, Banking & Identity 2006 RMIT University

  12. Thank you Please contact Tricia Cooney Vision Australia454 Glenferrie Road, Kooyong Vic 3144 Ph: 03 9864 9607 Mob: 0411 756 510 tricia.cooney@visionaustralia.org Financial Literacy, Banking & Identity 2006 RMIT University

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