Everybody's Business - Appendices

Everybody's Business

Consumer Information Access for People who are Blind or Vision Impaired

Appendices

A. Focus group questions
B. Contact details for projects
C. Internet discussion lists
D. Useful World Wide Web sites
E. Bibliography
F. List of acronyms
G. Examples of information material from Telia

Appendix A

Focus group questions

Telecommunications companies

Scenario
How do you pay the phone bill?
eg in person, by mail, or by using the phone billing service

Question:
How do you check that the phone bill is correct?

Question:
Do you use Telstra or Optus?

Question:
How do you find out about a telecom company's products and services?
eg. advertising in media (radio, TV, press), advertising mail, family and friends

Question:
Does this give you clear information or simply indicate that it is something you want to find out more about?

Question:
How do you choose the products and services?
eg. talk to telecom staff, family and friends do this

Question:
Do you use these products and services:

Question:
How do you use these products and services?

Question:
Do you need any help in using these products and services?
If so, how do you get help in using these products and services?
From telecom staff, family and friends? By phone or in person?
Why do you get help in this way?

Question:
Do have any complaints? If so, who do you complain to? Were you satisfied with the outcome? If not, what did you do?

Question:
How could these products and services be improved?

Banks

Scenario
How do you withdraw money from the bank?
How do you write out cheques?
Check your account balance?

Question:
How do you find out about different kinds of bank accounts and other banking services?
eg. advertising in media (radio, TV, press), advertising mail, family and friends

Question:
How do you choose between the bank's accounts and other services?
eg. talk to bank staff, family and friends

Question:
Do you use:

Question:
How do you use them?

Question:
Do you need any help in using them? If so, how do you get help?
From bank staff, family and friends? By phone or in person?

Question:
Do have any complaints? If so, who do you complain to? Were you satisfied with the outcome? If not, what did you do?

Question:
How could banking services be improved?

Question:
Is there information that you would like to get from your bank which you presently don't receive?

Department of Social Security

Scenario
How do you find out about DSS's pensions and benefits?
eg. directly from DSS, "Social Security Update", NFBCA, support groups or welfare agencies, community information services, family and friends

Question:
Have you received expert advice from DSS, NFBCA and other agencies on your entitlements to pensions and benefits?

Question:
What information do you get from DSS at present and in what format is it?
Is there other information you would like from DSS?

Question:
Is correspondence and communication with DSS a problem for you?
If so, why is it a problem?

Question:
Do you have any complaints about your communication with DSS? If so, who do you complain to? Were you satisfied with the outcome? If not, what did you do?

Question:
How could communication be improved?

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Appendix B

Contact details for projects:

Stig Ohlson
Association of the Swedish Deafblind
Sandborgsvägen 52
S-122 88 Enskede
Sweden
Fax: +46 8 659 5042

Kelvin Currie
Action for Disabled Customers
BT
Room 103 C, Proctor House
100-110 High Holburn
UK-WC1V 6LD London
United Kingdom
Ph: +44 171 728 8727
Fax: +44 171 728 8589
Email: curriek@prc4wc.igw.bt.co.uk

Celia Miller
Human Factors Team
BT Laboratories
Martlesham Heath
UK-IP5 7RE Ipswich
United Kingdom
Ph: +44 1473 647892
Email: celia.miller@bt-sys.bt.co.uk

Jan Engelen
CAPS and HARMONY project
Kath. Univ. Leuven
Kardinaal Mercierlaan 94
B-3001 Leuven-Heverlee
Belgium
Ph: +32 16 32 1123
Fax: +32 16 32 1986
Email: Jan.Engelen@kuleuven.ac.be

Centre de Transcription et d'Edition en Braille
3 rue du General Hoche
F-31200 Toulouse
France

Centre for International Research on Communication and Information
Technology (CIRCIT)
14/300 Flinders Street
Melbourne Vic 3000
Australia
Ph. (03) 9248 1177
Fax: (03) 9248 1170
Email: circit@circit.vut.edu.au

Tony Smith
Centre for Telecommunications Information Networking (CTIN)
University of Adelaide
33 Queen Street
Thebarton SA 5031
Australia
Ph. (08) 8303 3222
Fax: (08) 8303 4405
Email: tsmith@ctin.adelaide.edu.au

Sarah Bridge
Consumers' Telecommunications Network (CTN)
1st floor, 128 Chalmers Street
Surry Hills NSW 2010
Australia
Ph. (02) 9318 2026
Fax: (02) 9318 2031
TTY: (02) 9318 2967

Jan Ekberg
Chairman, COST 219
National Research and Development Centre for Welfare and Health
Box 220
FIN-00531 Helsinki
Finland
Ph: +358 9 3967 2091
Fax: +358 9 3967 2054
Email: jane@stakes.fi

Gunela Astbrink
GSA Information Consultants
PO Box 2020
Ascot Qld 4007
Australia
Ph. & Fax: +61 7 3862 4538
Email: g.astbrink@gsa.com.au


Gunnar Fagerberg
Tomas Lagerwall
HEART
c/o Swedish Handicap Institute
Box 510
S-162 15 Vällingby
Sweden
Ph. +46 8 620 1700
Fax: +46 8 739 2152
Email: gunnar.fagerberg@hi.se
tomas.lagerwall@hi.se

William Jolley
Executive Officer
National Federation of Blind Citizens of Australia (NFBCA)
87 High Street
Prahran Vic 3181
Australia
Ph. (03) 9521 3433
Fax: (03) 9521 3732
TTY: (03) 9521 1200
Email: wjolley@bca.org.au

Lars Jönsson
Principal Administrative Officer
National Swedish Board for Consumer Policies
Box 503
S-162 15 Vällingby
Sweden
Ph. +46 8 759 8300
Fax: +46 8 38 2215
Email: joensson@kov.se

Barry Seeger
Regency Park Centre for Young Disabled
Days Road
Regency Park SA 5010
Australia
Ph. (08) 8243 8261
Fax: (08) 8243 8208
Email: barry_r._seeger@eol.ieaust.org.au

Tim Noonan
Royal Blind Society of NSW
4 Mitchell Street
Enfield NSW 2136
Australia
Ph. (02) 9334 3333
Fax: (02) 9334 3222
Email: tnoonan@softspeak.com.au

John Gill
Royal National Institute for the Blind
224 Great Portland Street
UK-W1N 6AA London
United Kingdom
Ph: +44 171 388 1266
Fax: +44 171 388 7747
Email: jgill@rnib.org.uk

Clive Lansink
Royal New Zealand Foundation for the Blind
Ph: +64 9 309 6333
Email: clansink@rnzfb.org.nz

William Crandall
Smith-Kettlewell Rehabilitation Engineering Research Center
Smith-Kettlewell Eye Research Institute
2232 Webster Street
San Francisco CA 94115
USA
Ph: +1 415 561 1619

Lars Jeppson
Swedish Association of the Visually Impaired
Sandborgsvägen 52,
S-122 88 Enskede
Sweden
Ph: +46 8 39 9000
Fax: +46 8 39 9177

Stig Becker
Swedish Handicap Institute
Box 510
S-162 15 Vällingby
Sweden
Ph. +46 8 620 1700
Fax: +46 8 759 6630
Email: Stig.Becker@abc.se

Patricia Gillard
Kirsty Williamson
Telecommunications Needs Research Group
Faculty of Social Sciences and Communications
Royal Melbourne Institute of Technology
GPO Box 2476V
Melbourne Vic 3001
Australia
Ph. (03) 9660 2903
Email: kirsty@connexus.apana.org.au

Jan-Ingvar Lindström
Telematics and Disability
Telia
Box 168
S-136 23 Haninge
Sweden
Ph: +46 8 707 3579
Fax: +46 8 707 3590
Email: Jan.I.Lindstrom@telia.se

Ramon Puig de la Bellacasa
TIDE Office
EC-DGXIII
Rue de la Loi 200 - BU29 3/13
B-1049 Brussels
Belgium
Fax: +32 2 299 0248

Gregg C. Vanderheiden
Trace R&D Center
Waisman Center and Dept of Industrial Engr.
University of Wisconsin - Madison 53705
USA
Fax: +1 608 262-8848
Email: gv@trace.wisc.edu

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Appendix C

Internet discussion lists:

adapt-l (adaptive technology)
to subscribe: listserv@maelstrom.stjohns.edu

axslib-l (access to libraries for people with disabilities)
to subscribe: listserv@maelstrom.stjohns.edu

blind-l (computer use by blind people)
to subscribe: listserv@uafsysb.uark.edu

Blind News Digest
to subscribe: wtm@bunker.shel.isc-br.com

EASI (Equal Access to Software and Information deals with disability and technology)
to subscribe: listserv@maelstrom.stjohns.edu

Global Blind Exchange (BBS)
telnet to gbx.org

kiosk-l (strategies for making kiosks and touch screen products accessible to people with disabilities)
to subscribe: listproc@trace.wisc.edu

taac-l (Telecommunications Access Advisory Committee)
to subscribe: listproc@trace.wisc.edu

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Appendix D

Useful World Wide Web sites:

 

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Appendix E

Bibliography

Astbrink, G. (1995) An overview of telecommunications and disability in Australia, 15th International Symposium on Human Factors in Telecommunications, Melbourne, March 1995, pp. 11-20

(1995) Automatic service machines: Service for everybody? National Swedish Board for Consumer Policies, Stockholm

Bakkum, J. & N. Svensson (1994) Datorkonferensnätet Fruktträdet: en studie av användarvanor [The BBS network called Fruit Tree: A user study] (Unpublished report)

(1994) Beyond the duopoly: Australian telecommunications policy and regulation

Boulet J.P. & Achemlal , M. (1995) Smart cards and their use description, in Trends in technologies for disabled and elderly people: Proceedings of the fifth COST 219 Conference, Tregastel, France, June 7-8, 1994, pp. 127-131

Brandt, A. (1994) Telephones for all: Nordic design guidelines. Nordic Committee on Disability, Stockholm

Broadband Services Expert Group (1995) Networking Australia's future: The final report of the Broadband Services Expert Group, December 1994.
Australian Government Publishing Service, Canberra

Bruce, I. et al (1991) Blind and partially sighted adults in Britain: The RNIB survey Vol. 1. Royal National Institute for the Blind, London

[1994] CAPS (Communication and Access to Information for Persons with Special Needs) Final report, April 1993-September, 1994

Castles, I. (1994) Disability, ageing and carers Australia, 1993: Visual impairment. Australian Bureau of Statistics, Canberra

Clarke, R. (1996) Issues in technology-based consumer transactions. (Invited address to the Annual Conference of the Society of Consumer Affairs Professionals (SOCAP), 26th September, 1996) [http://www.anu.edu.au/people/Roger.Clarke/SOS/SOCAP96.html]

(1995) Commonwealth disability strategy: First progress report 1995. Department of Human Services and Health, Canberra

(1994) Commonwealth disability strategy: A ten year framework for Commonwealth departments and agencies. Department of Human Services and Health, Canberra

(1994) Creative nation: Commonwealth cultural policy, October 1994. Commonwealth of Australia, Canberra

(1996) The design of hardware and software for universal access: Draft Australian Standard

Disability Services Program (1989) Report on print disability review. Department of Community Services and Health, Canberra

Dopping, O. (1994) Informationsteknik och handikapp [Information technology and disability] Teldok, Stockholm

Fanstone, J. (1995) Sound and touch: A campus GIS for the visually impaired, in GIS Europe, April 1995, pp. 44-45

Fitzgerald, J. (1994) Include me in: Disability, rights & the law in Queensland. Queensland Advocacy Incorporated, Brisbane

(1995) For whom the phone rings: Residential consumers and telecommunications competition. Consumers' Telecommunications Network, Sydney

Gill, J. (ed.) (1994) Smart cards and disability: Proceedings of the COST 219 Seminar, November, 1994. (Available in print and on disk)

---- et al (1994) Research information handbook of assistive technology for visually disabled persons. Tiresias Consortium, London

Gill, J. (ed.) (1996) Smart cards: Interfaces for people with disabilities. Royal National Institute for the Blind, London

Gillard, P. et al (1995) Positioning telecommunications consumers. Telecommunications Needs Research Group, Melbourne

Goggin, G. & Newell, C. (1994) Reflections from the roadside: Residential consumers & information superhighways, in Media Information Australia, Nov. 1994, no. 74, pp. 34-41

--- (1996) Residential consumers & "rejected knowledge": Exploring and acknowledging the margins in broadband services in Australia [Article submitted to Telecommunications Policy in August, 1996]

Grigonis, R. (1995) The drunken Swede is dead? [Article discusses text-to-speech systems] in Computer telephony, October, 1995

[1994] A guide to using Telecom's telephone service for residential and business customers. Telecom Australia, Melbourne

Hansson, E. (1995) Fruktträdet i siffror: En statistiskt undersökning av ett datakonferensnät för funktionshindrade [The Fruit Tree by numbers: A statistical survey of a BBS network for people with disabilities] Swedish Handicap Institute, 1995

[1995] HEART (Horizontal European Activities in Rehabilitation Technology) - Main contractor, Final report. European Commission, Luxembourg

Hoeg, H. (1995) The basic right of access for disabled and elderly users, in Trends in technologies for disabled and elderly people: Proceedings of the fifth COST 219 Conference, Tregastel, France, June 7-8, 1994, pp. 49-55

(1993) Human factors kit. Telecom Australia, Melbourne

(1995) The Information industry and customers with disabilities: Results of a benchmarking study. Inclusive Technologies, New Jersey

(1995) Information poverty and older people: Interim discussion paper. Communications Law Centre, Melbourne

(1994) Interactive voice response systems - User interface - Dual tone multi frequency (DTMF) signalling: Interim Australian Standard AS 4263(Int) Standards Australia, Sydney

(1995) Introducing new blood: An overview of the Heart Line F report on emerging areas of potential rehabilitation technology research and development. Swedish Handicap Institute, Stockholm

Jolley, W. (1994) Digital technologies and blind people: Achievements, trends and opportunities, in Proceedings of the International Conference of the Japan ACM, Tokyo, March 1994

Kaplin, D. & J. de Witt [1993] Telecommunications and persons with disabilities: Building the framework (The second report of the Blue Ribbon Paenl on National Telecommunications Policy). World Institute on Disability, Oakland, California

Klein, G. (1993) Nya tjänster med smarta kort: Problem och möjligheter för äldre och funktionshindrade [New services with smart cards: Problems and possibilities for aged people and people with disabilities]

---- & Lindström, J-I. (ed.) (1995) SATURN (Smart card and terminal usability requirements and needs - Deliverable no. 5: Technical possibilities for adapted user inferface in card services (Restricted circulation).

Lansink, C. (1995) Technology - Barrier or breakthrough?, in Negotiating the Information Superhighway: A summit on print disability services, 29th July- 2nd August, 1995, Sydney, pp. 13/1-13/6

Livingston, P.M. (1994) Methods for a population-based study of eye disease: the Melbourne Visual Impairment Project, in Ophthalmic Epidemiology, v.1, no.3, pp. 139-148.

de Lusignan, P. (1995) The links between research, standardisation and production, in I & T Magazine, July 1995, pp.16 - 18

(1995) Manual of operations for the Melbourne Visual Impairment Project. University of Melbourne, Melbourne

Newell, C. (1988) Australian telecommunications and disabled people: An examination of how well Telecom is meeting the telecommunications needs of disabled people, with reference to some overseas situations, future planning and participation by disabled people. Research report, University of Wollongong.

--- (1994) People with disabilities and the information society, in Planning for an Information Society Project: Population group discussion papers & policy issues discussion papers, Telstra, Melbourne, pp. 69-80

Noonan, T. (1995) Building user friendly voice services, in Proceedings of the Computer Telephony and Telemedia Conference, September 1995

Olsson, U. (1993) Dokumentläsning via telefax [Reading documents by fax]. Telia, Stockholm

Perrett, B. (1994) Marketing to people with special needs, in Trends in technologies for disabled and elderly people: Proceedings of the fifth COST 219 Conference, Tregastel, France, June 7-8, 1994, pp. 56-60

---- (1995) Marketing considerations: The BT approach, in Telecommunications for all - COST 219 (edited by P. Roe). European Commission, Luxembourg

Prendergast, G. (1996) Information via synthetic speech. Royal Blind Society of NSW, Sydney (Internal document)

(1995) Proposal for UK design guideline for improving access to ATMs and similar equipment, (CAE Good Design Guide - Access to ATMs - Working Draft) version 3.0

[1980] Report on an investigation into the telecommunications needs of disabled persons. Telecom Australia, Melbourne

Roe, P. (ed.) (1995) Telecommunications for all - COST 219. European Commission, Luxembourg

Rundle, C. (1989) Feasibility study for a document reading service. Royal National Institute for the Blind, London

Schwartz, B. et al (1994) Usabiliity vs. accessibility: "Easy to get" is more important than "easy to use", in 15th International Symposium on Human Factors in Telecommunications, Melbourne, March 1995, pp. 115-119

Seeger, B. (1996) Advances in technology for people who have a disability; A summary of ACROD's 1996-1998 plan, in 18th World Congress of Rehabilitation International. Auckland, September 1996 (preprint)

Simpson, J. [n.d.] New information technologies: Opportunities and threats for people with a print disability. (Unpublished)

(1996) Smart cards: The coding of user interface requirements. ORGA Card Systems, Henley-on-Thames

Tait, S. (1995) A user guide to the Disability Discrimination Act. Villamanta Publishing Service, Geelong West

[1993] Telecommunications and persons with disabilities: Building the framework (The second report of the Blue Ribbon Panel on National Telecommunications Policy). World Institute on Disability, Oakland

(1996) Telstra Multimedia, in Consumer Exchange, February 1996, p. 4

von Tetzchner, S. (ed.) (1991) Issues in telecommunication and disability - COST 219. European Commission, Luxembourg

(1995) Textual and graphical user interfaces for blind people: Final report, GUIB Project. Royal National Institute for the Blind, London

(1994) TIDE (Technology initiative for disabled and elderly people): Bridge phase synopses, December 1994. European Commission, Luxembourg

Ward, C. (1990) Design for all: Consumer needs assessment project, year 2. Electronic Industries Foundation Rehabilitation Engineering Center, Washington DC

---- (1991) Increasing independence through technology: The views of older consumers with disabilities and their caregivers. Electronic Industries Foundation Rehabilitation Engineering Center, Washington DC

---- (1992) Listening to the experts: The views of Working-aged consumers with disabilities (Consumer needs assessment project). Electronic Industries Foundation Rehabilitation Engineering Center, Washington DC

Ward, M. (1994) Report on investigation into the needs of and services for people in Australia who are Deaf-blind

--- (1996) DeafBlind Project, August 1995-January 1996: Report from the project consultant to the Project Advisory Committee of the National Federation of Blind Citizens of Australia

Williamson, K. (n.d.) 'Drinks on the phone at five o'clock': Telecommunications and the information and communications needs of older adults. Telecommunications Needs Research Group, Melbourne

---- (1994) `I can tell you a remedy for migraines': Telecommunications and the information and communication needs of older adults. Telecommunications Needs Research Group, Melbourne

---- (1995) Older adults: Information, communication and telecommunications. PhD thesis, RMIT, Melbourne

---- (1996) Older people, new technology and public libraries, in Reading the future: Proceedings of the biennial conference of the Australian Library and Information Association, Melbourne, 6-11 October, 1996.

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Appendix F

List of acronyms

  
      ABS           Australian Bureau of Statistics
      ACE           Australian Communication Exchange
      ACROD         National Industry Association for Disability Services
      ADA           Americans with Disabilities Act
      ATM           Automated Teller Machine
      AUSTEL        Australian Telecommunications Authority
      BBS           Bulletin Board System
      BT            British Telecom
      CAPS          Communication and Access to information for Persons with
                    Special Needs (European Union project)
      CIN           Community Information Network
      CITA          Center for Information Technology Accommodation (U.S.)
      COST 219      Telecommunications: Access for Disabled and Elderly People  (European Union project)
      CSUN          California State University, Northridge
      CTN           Consumers' Telecommunications Network
      DDA           Disability Discrimination Act
      DEETYA        Department of Employment, Education, Training and Youth Affairs
      DITF          Disabilities Issues Task Force of the FCC (U.S.)
      DSS           Department of Social Security
      EU            European Union
      EFTPOS        Electronic Funds Transfer
      FCC           Federal Communications Commission (U.S.)
      GSA           General Services Administration (U.S.)
                    GSA Information Consultants
      HTML          HyperText Markup Language
      ICADD         International Committee for Accessible Document Design
      ISD           International Subscriber Dialling
      ISO           International Standards Organisation
      IT            Information Technology
      IVR           Interactive Voice Response
      NFBCA         National Federation of Blind Citizens of Australia
      PDF           Portable Document Format
      RBS           Royal Blind Society (NSW)
      RMIT          Royal Melbourne Institute of Technology
      RNIB          Royal National Insitute for the Blind (U.K.)
      RPH           Radio for the Print Handicapped
      RVIB          Royal Victorian Institute for the Blind
      SGML          Standard Generalised Markup Language
      STD           Subscriber Trunk Dialling
      TIDE          Technology Initiative for Disabled and Elderly People (EU
                    projects)
      TTY           Telephone Typewriter (for people with hearing & speech
                    impairments)
      TCCC          Telstra Consumer Consultative Council
      UCLA          University of California, Los Angeles
      URL           Uniform Resource Locator
      WWW           World Wide Web  
 

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Appendix G

Examples of information material from Telia

Examples of information material from the Swedish telecommunications company, Telia which is available in large print and in some cases, Braille.

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Author: Gunela Astbrink, GSA Information Consultants
Copyright © 1996 National Federation of Blind Citizens of Australia

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