Tag Archives: Inclusive design
Content Managers Take Heed: Section 508 is Changing
The Section 508 regulations are about to change. That shouldn’t be a big surprise because, as technology leaps forwards, the challenges and opportunities for people with disabilities also change. Consequently, the rules for what kind of technology the government can use or buy should also change. These changes have been in the works for years. Change is coming and it’s inevitable. But while it may look innocent and inevitable, it isn’t. Read on for more details.
For web content, the most obvious change will be from the relatively basic 16 requirements in the older Section 508 regulations to the complex 38 “success criteria” that comprise the Web Content Accessibility Guidelines (WCAG) 2.0 levels A and AA. That’s a daunting but not insurmountable challenge.
A bigger challenge is the impact on content management systems. As accurately reported by Fierce Content Management, the new rules will affect:
- content that is public facing;
- content that is broadly disseminated within the agency;
- letters adjudicating any cause within the jurisdiction of the agency;
- internal and external program and policy announcements;
- notices of benefits, forms, questionnaires and surveys;
- emergency notifications;
- formal acknowledgements; and
- educational and training materials.
In other words, exactly the sorts of things agencies use content management system to do. Further, the new rules cover “authoring tools” that are used to create that content. Because so much content is created in CMS these days, the systems will all have to change if they want government customers. Certainly a big change for some, but a welcome one. Emphasizing better tools and backend technologies obviously make it easier to create compliant content. And, it also drives the market to make these technologies available to everyone.
But all is not rainbows and unicorns in the current draft Section 508 regulations. The new regulations require that IT needs to separately meet both the “functional performance requirements” and the “technical provisions.” What this means is that, even if you comply with all of the nitty-gritty technical requirements, you still have to demonstrate that people with various types of disabilities can use your product. This means getting people with different disabilities to “sign off” on your product before making a Federal government sale—and still risk being denied because your testers didn’t accurately reflect all users with those disabilities. If you also find that a little troubling, feel free to let the Access Board know how you feel before March 7. Those who wish to provide comments should contact Kathy Johnson at johnson@access-board.gov, (202) 272-0041 (v), or (202) 272-0065 (TTY).
To learn more about Web accessibility read the whitepaper Content Management Systems (CMS) and WCAG 2.0.
Ken Nakata is a well-known figure in the area of IT accessibility and works as the Director of Accessibility Practices for HiSoftware. His work focuses on web and software accessibility from both a legal and technical perspective. Nakata has helped shape the government’s policies for the Americans with Disabilities Act and Section 508 of the Rehabilitation Act.
Kohl’s and USAA Earn Excellent Score in Forrester’s 2012 Customer Experience Index
Forrester Analyst, Megan Burns, blogged this week about the results of the Forrester’s 2012 Customer Experience Index (CXi). Impressively, Kohl’s and USAA, both HiSoftware customers, earned excellent scores. I believe both companies’ accessibility policies played to the strength of their customer experience. More to come on that…
There were three main takeaways from the report as said by Megan:
- Customers’ expectations of their experiences are getting higher. They’re accustomed to more options, greater control, and a worldwide platform to tell others what they think about the way brands treat them. What brands in one industry do affects what people expect from other industries, raising the bar for everyone at lightning speed.
- Parity is a moving target. Companies hoping to differentiate on the basis of customer experience (and there are a lot of them!) will have to work even harder just to catch up to the leaders in their industry. Case in point: The gap between the high and low scoring bank in our study grew by 10 points this year, in part because USAA widened its lead in this category by 6 points in a single year.
- No one can afford to be complacent when it comes to customer experience. While many scores rose this year, many also fell. Perennial leader Barnes & Noble dropped 7 points in one year, and was one of 23 brands whose scores fell by 5 points or more since 2011.
A customer’s experience presents huge revenue opportunities, but only if a site is working properly. And beyond consumers wanting and expecting a great online experience, comes the benefits of ensuring an accessible site.
Kohl’s was able to design a site for 100% of the population, rather than excluding 20% of the population with disabilities: a significant population that wants to use the Web freely and easily. While the legal team at Kohl’s drove the accessibility initiative, improved SEO was an added bonus that we are sure plays a role in benefiting the customer’s experience.
An inclusive design offers significant benefits beyond accessibility to include:
- Making a site more useable for everyone – by 35%*
- Platform independence – mobile to grow by 400% by 2015, iTV to embrace web apps
- Reduces page weight, bandwidth and maintenance
- Improves search engine rankings
- Future-proofs Web site/applications
USAA is taking the website another step further to ensure accessibility, but also to check against site quality. Site quality can have a great benefit or detrimental impact on the overall customer experience. In fact, analysis shows that a simple spelling mistake can impact revenue for a website.
Forrester’s recognition of Kohl’s and USAA is well deserved. Now if the can just get all businesses to recognize the role accessibility had in improving the customer experience, we’ll all benefit.
Check out the webinar with AbilityNet that promotes the benefits of an inclusive design to reaching new customers and improving the overall experience.
*Disability Rights Commission (DRC) ‘The Web – Access and Inclusion for Disabled People’ report 2004 (ISBN 0117032875)
For the last 6 years, Dan has helped HiSoftware customers in meeting Web Compliance requirements, specifically in the area of Accessibility and Privacy.
Firmly Covet Customer Feedback
Customer feedback should be encouraged by every organisation as a vital source of information on how they can improve their website and their services. In a competitive online environment it is also essential that companies take advantage of the significant additional custom accessibility affords. As a blind person I am constantly having to switch from site to site until I find one that I am able to spend my money with – but very encouragingly each month sees a gradual improvement in awareness and implementation of inclusive design.
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