"The ability to communicate and the right to have access to information are fundamental to a democratic society. Access to digital information and the ability to communicate electronically may become just as fundamental in the future." (Broadband Services Expert Group, 1995)
There are many useful solutions currently available to support the consumer information needs of people who are blind or vision impaired. However, because of rapid developments in telecommunications and information technology, there are new products and services in the process of being implemented which will have a profound effect on the way consumers obtain information. Consumers will, in the very near future, rely more and more on automated systems such as information kiosks, interactive voice response systems and smart card readers so it is important that these systems have built-in accessibility features. This will ensure that people who are blind or vision impaired will continue to be able to obtain consumer information.
While the technology used by the service provider may be quite complex, the user interface is designed to be user-friendly. Thus, consumers should not have to understand the underlying technology to be able to exercise their right to influence the interface they use to access information.
It is, therefore, vital to ensure that consumers are made aware of and take
an active role in the potential impact these changes will have on their lives.
Information kiosks, often located in public areas such as shopping centres and community centres, are multimedia computer terminals linked to a central database. These information kiosks provide information on a wide variety of services which may range from details about shops in the centre to much broader information on community and government services.
Information kiosks are interactive and make use of multimedia incorporating sound, text and video as output. Many information kiosks use touchscreen technology. This means that virtual buttons on the screen itself can be pressed to choose a particular service. It is even possible, as with the information kiosks provided by the Brisbane City Council, to pay your rates through the information kiosk.
It is expected that information kiosks will become more widespread in the future.
7.1.2 Australian activities
In Australia, the ACT government has developed an information kiosk system called AUSTOUCH and this has been piloted in Canberra for the provision of information on government and community services. A complaint was lodged with the Human Rights and Equal Opportunity Commission that the information kiosks were not accessible for people who are blind or vision impaired. This resulted in presentation standards and visual design guidelines for the information screens being developed as a useful guide for developers of screen-based information systems. The topics covered in the presentation standards include the size and font preferred for text and headings, the type of pointers to use, the colour of lettering and backgrounds and the type of formatting to use. It was recommended that a contact number for further information be provided in audio at the beginning of menu choices for people who were unable to use the system. No other inclusions of audio information were considered feasible at the time of writing the presentation standards in September, 1995.
The Victorian government is moving rapidly forward with information technology
(IT) and multimedia. The government's "Victoria 21" is aimed at giving the
state a key stake in the IT industry towards the next century. As part of
this, the government is planning a pilot project to establish streetfront
information kiosks for the delivery of public services in the first half
of 1997. Touch screens will be used similar to some types of ATMs. The
information kiosks will provide government information and also mechanisms
for the payment of rates, power and water bills. It is uncertain whether
accessibility issues have been addressed in the planning process.
In December, 1995, the US Postal Service announced that it was testing "Citizen Kiosk" prototypes for the delivery of local, state and federal government information. This is an integral part of WINGS (Web Interactive Network of Government Services) where similar services will be available on the Internet and the information kiosks. If market testing is successful, it is anticipated that more than 10,000 information kiosks could be placed in post offices, libraries and shopping centres within the next few years. These information kiosks will provide social security information as well as a range of other consumer information and bill-paying services. The kiosks will range from basic functionality in shopping centres and post offices to enhanced functionality in more secure locations such as libraries and community centres. Those kiosks with enhanced functionality, which offer services such as the lodgement of tax returns, may have accessible features such as large screens, audio output, Braille keyboards or touch screens suitable for blind users.
The Info Curbcuts project will seek methods of ensuring that blind or vision impaired people can use these systems. As part of this project, the Trace Center has focused attention on methods of accessing touchscreens in information kiosks and ATMs for blind and vision impaired people. Work has been carried out on "the Talking Fingertip" technique which uses auditory feedback to enable people with vision impairment to use touchscreens. This is done through the use of hybrid touch and auditory techniques. Thus, every element on the screen that is actionable or provides information is given a verbal name. Touching the top left corner of the screen provides an auditory description of the screen (when the voice mode has been activated). Then by sliding a finger over the screen, a person is made aware that a key is being entered by a small clicking sound and if the finger is pressed on this space, verbal feedback is given. To activate a choice, a separate key located off-screen is pressed. The person also has the option of using a speedlist to activate all parts of a particular screen by running their finger down the left hand side of the screen. It is also possible for the screen to be blacked out and the auditory feedback to be provided through the headphone jack for security reasons.
The system has been tested using a university campus information system as an example and has also been demonstrated at several conferences. Over this time, it has been refined to take into account peoples' usage patterns. Performance specifications have been drawn up and costings done. It is estimated that since the software development has already been completed, the additional costs would be minimal for the extra switch, voice synthesis software, headphone jack and other license costs.
The "Talking Fingertip" method may have more general applications such as for people using their mobile phones while driving a car. This is an important application for those mobile phones with many built-in features which can be only activated by a touchscreen.
As part of the Info Curbcuts project, a Universal Access Infrared Protocol
is being developed. The objective is to incorporate a bi-directional infrared
link in an information kiosk or ATM so that people with vision impairments
who are equipped with specialised access devices can both locate and interact
with the information kiosk or ATM. A set of guidelines or protocols could
then be written based on industry standards such as those of the US Infrared
Data Association. In this way, through working closely with product developers,
it may be possible to have the infrared link incorporated into a wide range
of mainstream electronic devices. In fact, many PCs have an infrared (IR)
device built-in at present to transfer data between the PC and other devices
such as Personal Digital Assistants, laptop computers and printers.
7.1.4 Conclusion
The presentation standards developed as part of the AUSTOUCH project in the ACT for improved access to public screen-based information systems is a useful starting point for the use of information kiosks by people who are vision impaired. However, with the use of audio output, there are many more ways to further enhance access to these systems.
Accessibility testing in Australia needs to be undertaken in close cooperation
with information kiosk designers. As the Victorian government is embarking
on the use of information kiosks, it is imperative that work is done quickly
in this area.
RECOMMENDATION
That NFBCA develop links by January, 1997 with information kiosk
designers to recommend the increased accessibility of screen-based information
systems.
Furthermore, the testing of the "Talking Fingertip" technique in Australia to evaluate its viability and feasibility should be pursued. It is also important to monitor developments in other countries of alternative methods of accessing public screen-based information systems.
RECOMMENDATION
That NFBCA conduct a pilot project to test information kiosks using
the "Talking Fingertip" prototype by September, 1997.
An increased understanding and awareness of the needs of people who are blind or vision impaired should gradually evolve as more contact develops between disability organisations and information kiosk designers.
RECOMMENDATION
That NFBCA, as part of its activities in working with information
kiosk designers, raise awareness for accessible public screen-based information
systems.
A smart card is a credit card sized plastic card which contains an integrated microcircuit. This circuit holds a wide range of information which can be accessed by many different types of terminals such as Automated Teller Machines (ATMs), payphones and information kiosks.
Smart cards can store details about a person's preference for large type
or speech synthesis when using an ATM, for example. There are contactless
cards which can be used for paying bus fares obviating the requirement to
place the card in a slot. Specifications on the smart card can be activated
when used in a payphone to give voice guidance by confirming the number dialled
or the provision of larger display characters or backlighting.
Many banks are considering the use of "personalised ATMs" in peoples' homes through the use of smart cards and screen-based phones. The National Australia Bank together with Telstra have performed market testing in Sydney and Melbourne with 600 business and residential customers on a touch screen phone called PowerTouch. The terminals are imported and the software has been developed by Telstra.
The PowerTouch phone can access the bank's services such as account balances, deposits and bill payments and also Telstra's services such as Easycall, MessageBank and the electronic White Pages. The consumer does not have to remember long strings of numbers to access the system. Instead, the phone's touch screen is designed in a similar way to an ATM with labeled keys next to a list of functions shown on the screen. It may be likely that a stored value card such as a smart card can be replenished by using terminals such as PowerTouch. To ensure that these types of terminals are accessible for people with a vision impairment, the coding on smart cards must be standardised in order to activate the network to provide large type or speech feedback as required.
Four different sets of technical trials have been undertaken with regard to smart card technology. These are Quicklink in Newcastle with a rechargable, anonymous value card mainly for use on public transport, Transcard in western Sydney, MasterCard in Canberra and Visa on the Gold Coast. The Gold Coast trial used an electronic cash system as the basis of the smart card. This card can be used to pay for a wide variety of small purchases in shops and can be used in payphones. The card can be replenished at a variety of terminals including special home phones and payphones by connecting to a bank account and transferring cash to the card. At this stage, there are no notches on the cards or voice prompts used in the terminals. As the trials develop further, it is important that accessibility features are considered.
Mondex is another smart card system which has been on trial in the U.K. for the last year and the major Australian banks have indicated interest in adopting Mondex here.
There have been concerns about the security of information contained in the microcircuitry of the smart card especially if vulnerable information such as an individual's personal details are stored on it as well as the various transactions made over a period of time. (Clarke, 1996)
The Australian Commission for the Future has undertaken a study to explore the technical and social ramifications of smart card technology on retail financial transactions. Part of the project investigated whether a regulatory framework is needed to safeguard the privacy of consumers and prevent abuse of the technology.
A large European Union project called SATURN (Smart Card And Terminal Usability Requirements and Needs) has been working on a number of smart card and terminal issues. This project includes partners from the Royal National Institute for the Blind (U.K.), AT&T Global Information Solutions (Scotland), University of Hertfordshire (U.K.), Human Factor Solutions (Norway), Telia (Sweden), ICL Financial Terminals and Payment Security (Sweden) and Gemplus Card International (France). Specifically, the project has been analysing the user interface requirements for various groups of people with disabilities with regard to the development of smart card technology. One of the primary aims is to ensure that individual requirements (with the user's permission) can be coded on the smart cards so that terminal functions are optimised with regard to the user interface. Work is under way with standards bodies to ensure that the various coding combinations are included in the design stage of the smart card systems.
While ATMs and payphones are some of the main areas being investigated, there
are other uses for smart cards. In Sweden, a project is being undertaken
on the use of smart cards for the payment of electricity and water bills
through the use of a cardreader attached to the consumer's TV set. It is
being tested in about 100 households and will provide an insight into consumers'
expectations and ability to use the cardreaders. A survey of consumers'
information needs and interest in distributed communications technology will
also be carried out. While there does not seem to be any people with vision
impairment taking part in the project, the outcomes of the project may have
significant implications.
There are many developments occurring in smart card technology in Australia and it is vital that standard specifications are built into the smart cards to ensure that accessibility features in the terminals used by the smart cards can be triggered.
Urgent liaison needs to take place with the major players in Australia before the specifications and terminals have been finalised. The major players are the previously mentioned companies which have conducted trials as well as the four major banks. The industry association, the Asia-Pacific Smart Card Forum should be a good focus for discussions about accessibility features.
As well, the leading consultants and researchers on smart cards, Electronic Trading Concepts (ETC), Roger Clarke of the Australian National University and the Centre for Electronic Commerce at Monash University should be made aware of the issues of accessibility for people who are blind or vision impaired.
RECOMMENDATION
That NFBCA develop close contact with the Asia-Pacific Smart Card
Forum and the industry's leading consultants and researchers by February,
1997 to ensure that smart cards in Australia are designed according to emerging
international standards.
As Telstra's Payphone Services Section are working closely with smart card developers and have previously had some experience in disability issues through the provision of TTY payphones and other services, it would be beneficial to develop close links with this Section.
RECOMMENDATION
That NFBCA develop close links by March, 1997 with Telstra's Payphone
Services Section which has been and will continue to be collaborating in
Australian smart card trials. This would help to ensure that accessibility
features are incorporated when smart card operated payphones are
implemented.
Interactive voice response (IVR) systems are used extensively worldwide
especially for phone banking, billing and general information services. It
enables a consumer to call a service and by following the instructions to
press various numbers on the phone's keypad, to receive details about their
bank account, pay the phone bill or obtain information. Examples of information
services are newspapers, weather details, museum calendars and transport
information. This information is provided by digitised or synthetic speech.
The Royal Blind Society (RBS) has conducted a survey entitled "Information via synthetic speech" to ascertain the interest in an IVR service, initially for access to newspapers. The survey sample consisted of 39 clients of RBS's Transcription Service. These people were sent a tape using synthetic speech for a business letter, financial details from RBS's Annual Report as well as sections from a novel. The aim was to gain an appreciation of people's reaction to synthetic speech. Respondents were also asked about their usage of automated or computerised telephone services such as phone banking or airlines bookings and information. 51.3% of the respondents used such a service and of these, 100% found it useful. People who did not use these types of services stated that they preferred human interaction and they were concerned with the lack of privacy. However, it should be noted that this is probably the view of most people who have not encountered an interactive voice response service. A suggestion was to increase the time allowed to key in account numbers and to have fewer numbers to key in.
Both the Royal Victorian Institute for the Blind (RVIB) and the Association for the Blind in Melbourne offer IVR services. RVIB provides access to the Age newspaper, the library catalogue and provides information on Department of Social Security pensions and benefits. The Association for the Blind offers access to the Herald Sun through an IVR system. The two IVR systems are quite different from each other.
Australian banks provide phone banking services using IVR. This enables the
caller to obtain account information, transfer funds between accounts and
pay certain bills such as the Telstra phone bill.
7.3.3 Overseas activities
In New Zealand, the Royal New Zealand Foundation for the Blind has an interactive voice response service which provides library information, TV and radio guides, local news from the blind community as well as the spoken text from selected government pamphlets such as details on a new method of processing cheques and caller identification issues from Telecom New Zealand. About 1000 calls are received per week, some of which are from the general public.
British Telecom (BT) has developed an automated banking system which uses advanced speech recognition and verification methods. This is used by the Royal Bank of Scotland. The unit verifies if the caller is authorised to use the system by comparing the speech during the log-in procedure with previously analysed speech features. This is useful so that long account numbers do not have to be memorised.
The CAPS project considered that, while interactive voice response was useful in the development of their Telephone Access System, there were limitations with regard to the use of alphanumeric responses. Therefore, it was recommended that a voice recognition module be included in future systems. Voice recognition or voice dialling is a network service regardless of the subscriber's type of equipment. It is possible to say the name of a person which has been pre-stored in memory and the network will automatically dial the number.
Voice dialling has been tested by Telia in Sweden with 100 consumers of which ten were either mobility or visually impaired. It was found to be useful for people with low vision. This type of system can be used for phone banking as well.
Bell Atlantic provides a voice dialling service called Easy Voice where
often-dialled numbers are pre-recorded using a short name representing the
number to be called. This is a network-based system and so it is available
to most people irrespective of the type of phone they use. It means that
people who are blind or vision impaired do not have to remember long phone
numbers or even the memory buttons on their phone to call certain numbers
but merely to say the person's name when calling. The number for that person
will then be automatically dialled.
Interactive voice response (IVR) systems have benefits to many sections of the community. Companies can release operators, who are often repeating answers to similar types of questions, for other tasks. With IVR, the information is available 24 hours per day and can include standard information on services and updates such as Telstra's spot specials on STD and ISD calls. There is much valuable information in the front section of the White Pages some of which could be included in an IVR system.
While IVR is extremely useful for blind or vision impaired people, it is
a barrier for deaf and Deafblind people. Therefore, IVR can not be the only
means of delivering information. It is necessary to always provide information
in several formats.
RECOMMENDATION
That Telstra consider developing a comprehensive IVR service incorporating
sections of the White Pages and information on new products and services
such as InContact and Easycall.
A voice dialling service where people do not have to remember long strings of numbers but can just say the person's name (which has been pre-recorded) and the network dials the number would be of great value to many people. This could include busy business people as well as people with disabilities.
RECOMMENDATION
That Telstra consider the introduction of a voice dialling
service.
There are already several IVR services offered by blindness agencies in Australia. Some government information such as benefits and pensions from the Department of Social Security is offered by the Royal Victorian Institute for the Blind. However, other useful consumer information from government departments and instrumentalities could be added. For example, consumer information fact sheets provided by AUSTEL on resolving complaints, privacy and changing phone companies could all be incorporated into an IVR service.
RECOMMENDATION
That NFBCA discuss with blindness agencies the expansion of existing
IVR services to provide further government information and other consumer
information by March, 1997.
Broadband communication using more telecommunication bandwidth to deliver interactive video, multimedia and high speed Internet connections will come into focus more within the next few years.
For example, a trial is taking place in Gunghalin, ACT where an interactive broadband network using a mix of optic fibre and coaxial cable has been established. This will reach 5000 homes. Unfortunately, there is some concern that there is not enough community consultation in this trial. (TCCC, 1996)
The Broadband Services Expert Group was established by the Commonwealth Government in 1993 to examine the technical, economic and commercial preconditions for widespread delivery of these broadband services to homes, businesses and schools in Australia. Their report points to the many issues surrounding this technology. For example, there will be wider bandwidth available for home consumption and, as part of this, various video-on-demand facilities will become available.
There is a clear application here for people with vision impairment who can derive great benefit from audio-on-demand services. This needs comparatively less bandwidth than video-on-demand but would serve a wide variety of uses such as direct access to consumer and community information, library material etc.
RECOMMENDATION
That NFBCA seek funding by July, 1997 for a project to investigate
the provision of audio-on-demand for people who are blind or vision impaired
as part of the development of video-on-demand services.
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Forward to Chapter 8 - Conclusion