Access Prohibited? Information for designers of public access terminals Good design for people with disabilities is frequently good design for everyone Contents Preface Public access terminals Design-for-All policy The numbers of people with disabilities The problems with public access terminals Locating and accessing a terminal Card systems External features, labels and instructions Screens and interaction Operating instructions Keypads Touchscreens Retrieving money, cards and receipts Typefaces and legibility Checklist Publications Web sites Standards Pan-European disability organisations Other sources of information Acknowledgments and Feedback Home - Change to another version ---------- Preface The majority of us now take for granted the easy accessibility of familiar cash dispensers and other public access terminals, but infirmity or a disability brings a totally different dimension to their practicability. The expansion of information technology has brought to the public enhanced levels of access to data systems and services. However, those of us closely linked with extending the potential for these technologies face the challenge of how to widen accessibility to these systems to ensure the elderly, and people with disabilities, find them as user-friendly as others without impairments. Engineers are made conscious through their training that their role is to provide solutions to difficult problems and so are well qualified for this crucial role through the exercising of their ingenuity. This brochure is a timely initiative by the Royal National Institute for the Blind to heighten awareness of the professional responsibilities of everybody involved in the concept, design, and operation of public access terminals. Dr Alan Rudge CBE, FEng, FIEE, FRS Chairman of the Senate of the Engineering Council Public access terminals ---------- Public Access Terminals Communications technology is a powerful tool in our everyday lives. Whenever we use a cash machine at a bank or building society, make a purchase with a credit or debit card, use a mobile phone or operate our television with a remote control we interact with this technology. A great deal of development is now taking place in the way information and services are delivered. Banks and building societies are developing new ways of providing services electronically, smart cards carry more and more information, telephone companies design new and more interactive communications equipment, the internet continues to weave its web, digital broadcasting comes onstream and governments plan to make services more accessible by delivering them electronically. Electronic services are becoming a part of our everyday lives. For the public to benefit from these services, people must be able to interact with the wide range of public terminals that are now being designed. Public access terminals will become a feature of our environment. Banks, building societies and transport systems have used them for some time but more and different terminals will appear in libraries, post offices, health services and government offices. To fully participate in society, individuals will need to be able to use self-service terminals. Increasingly, people will need to gain access and communicate via keyboards, screens, telephone handsets, smart cards, etc. Communicating this way is relatively easy for young people, people with good manual dexterity, good eyesight and good hearing. But for people who have a visual or hearing disability, poor mobility or dyslexia, access to this information and services can be severely restricted - denying access to a significant proportion of the population. This publication explains the range of disabilities that make access difficult and provides information on how public access terminals can be designed to be as accessible as possible to all potential users. Design-for-All policy ---------- Design-For-All To make significant progress in accessibility by disabled and elderly people public terminal designers, manufacturers and service providers will need to adopt a 'design-for-all' policy. In addition there will need to be agreement on standardisation. The aim of this publication is to encourage public access terminal manufacturers and service providers to adopt the following principles: 1. To review existing equipment and services to determine which ones need to be made more accessible. 2. To design and develop new equipment and services that can reasonably accommodate a broad range of diverse users, including individuals with disabilities. 3. To deliver equipment and services in a manner consistent with this level of accessibility (eg. instruction books in clear print and the provision of appropriate training in the use of a terminal). Legislation may require service providers to make public access terminals accessible to people with disabilities. The Americans with Disabilities Act and the 1996 Telecommunications Act in the USA already require public access terminals to be usable by people with disabilities. The high cost of retrofits and the increasingly large number of people with disabilities means that it would be wise to consider their needs from the outset. The numbers of people with disabilities ---------- The numbers of people with disabilities In geographic Europe (with a population of about 800 million), the estimated number of people with impairments (such that they have problems in using public access terminals) is listed below. It is not uncommon for an individual to have more than one disability; this is particularly common among older people. The number of people over retirement age in Europe is likely to increase by over 1% per year for the next two decades, and as a result the number of people with disabilities will also increase. Some disabilities, such as incontinence, have little direct effect on an individual's ability to use a public access terminal and are therefore not covered in this publication. Mobility impairment Reduced function of legs and feet leads to users depending on a wheelchair or artificial aid to walking. In addition to people who are born with a disability, this group includes a large number of people whose condition is caused by age or accidents. Wheelchair user: 3 million Cannot walk without aid: 45 million Dexterity impairment Reduced function of arms and hands makes activities related to moving, turning or pressing objects difficult or impossible. This does not influence speech communication itself but makes it hard to make a phone call or use a wide range of other equipment. Cannot use fingers: 1 million Cannot use one arm: 1 million Reduced strength: 22 million Reduced co-ordination: 11 million Speech and language impairment Speech impairment may influence speech in a general way, or only certain aspects of it, such as fluency or voice volume. Language impairment may be associated with a more general intellectual impairment. Speech impaired: 2 million Language impaired: 5 million Cognitive impairment Dyslexia can cause significant problems in remembering numbers in the correct order (such as a personal identification number). People with an intellectual impairment can often function well in familiar environments, but can be easily confused when required to respond to instructions quickly. Dyslexia: 25 million Intellectually impaired: 30 million Hearing impairment Hearing impairment can affect the whole range or only part of the auditory spectrum which, for speech perception, the important region is between 250 and 4,000 Hz. The term deaf is used to describe people with profound hearing loss such that they cannot benefit from amplification, while hard of hearing is used for those with mild to severe hearing loss but who can benefit from amplification. Deaf: 1 million Hard of hearing: 80 million Visual impairment Blindness implies a total or near total loss of the ability to perceive form. Low vision implies an ability to utilise some aspects of visual perception, but with a greater dependency on information received from other sources. Blind: 1 million Low vision: 11 million Elderly Older people tend to be slower to learn new skills, have difficulty in memorising and reacting quickly to instructions. Also many elderly people prefer human assistance to using self-service terminals; however, this is not insuperable with suitable user interfaces and appropriate training. Many elderly people use the telephone or video cassette recorder even though they may not be familiar with all of its facilities. Elderly: 80 million The problems with public access terminals ---------- The problems with public access terminals The solutions to some of the problems of people with disabilities may appear trivial to a non-disabled person, but they can nevertheless have a major effect on the usability of a piece of equipment or access to a service. For instance many people with low vision find it difficult to read a screen if type sizes are not sufficiently large. Also, persons with a hearing impairment need to be able to increase the volume when listening in a noisy environment. Other problems require more complex modifications, but often solutions are available but not implemented. General design considerations For many disabled and elderly users, the most important aspect is consistency in the user interface of public terminals; this is particularly important for visually, intellectually and cognitively impaired users. A prime example of inconsistency is the lack of a single standard relating to the layout of numeric keypads. With public terminals, the user may only use it occasionally and has probably been provided with minimal training in the use of the terminal. What is 'logical' to the average user may be different from what is 'logical' to the designer, so it is essential to test any new user interface with a cross-section of potential users (including disabled and elderly people). Locating and accessing a terminal ---------- Locating and accessing a terminal In places such as shopping centres, car parks, railway and bus stations, locating an information terminal or cash machine can be difficult - particularly for people who are blind or have low vision. There are many things that can be designed around a terminal to make it more accessible to disabled and elderly users. For example, a space beneath the facia of the terminal will allow for the footrest of a wheelchair. A notch adjacent to the facia would be useful for those needing to prop their walking sticks while using the terminal. It is also important to ensure that the pathways around a terminal are clear and uncluttered. Where queuing is likely, consideration should be given to some non-obstructive method of queue control such as variation in colour of flooring or pavement. The system should maintain privacy and security for the user. Location signs For low vision users, signs showing where a terminal is should be large and high contrast (preferably white or yellow characters on a dark background) and illuminated (preferably internally illuminated). Lighting It is recommended that a background illumination of at least 50 lux be provided at floor level so that dropped objects can be easily located. The illumination on the interactive areas of the terminal should be at least 200 lux. The lighting should not cause any direct glare to the eyes of the users, or reflections from the screen. Wheelchair users Where possible, there should be a continuous clear accessible path of travel for a wheelchair from car parking places to the terminal. Floor surface The floor surface should be level in the direction parallel to the facia of the terminal. The gradient of any crossfall should not exceed 1 in 20. Clear area There should be a clear area of 1.5 metres radius directly in front of the terminal, which should not be obstructed by litter bins or other street furniture. Audible location If a blind person is not familiar with the environment it can be difficult to find a terminal. One possibility is to use a contactless smart card, carried by the blind person, to trigger an audible signal from the terminal at a distance of a few metres. Card systems ---------- Card systems Card systems are already used extensively for telecommunications, public transport and self-service terminals. Many people now carry cards to access banking terminals. These cards could hold information on the user's requirements or preferences. Swipe card readers Because of the need to accurately control the way the card is swiped, elderly and disabled persons are likely to find these difficult to use. Smart cards A smart card is a credit card sized plastic card incorporating an integrated circuit. This circuit holds information that can be securely and accurately read by all sorts of terminals. Smart cards are able to carry larger amounts of information than magnetic stripe cards. Smart cards provide the opportunity to make machines much more 'user friendly' than they have ever been before. For disabled and elderly people, a smart card can carry information that tells a terminal to: * allow the user more time. Many elderly people and those with a cognitive impairment do not like to be rushed or to think that they are likely to be 'timed out' by the machine, so it is necessary to allow for such people to use the terminal at their own pace * simplify the choices such as issuing a pre-set amount of money * larger characters for people with low vision * audio output of non-confidential information. Currently, the coding of user requirements is specified in the draft European standard prEN1332-4 (Standards). Embossing on cards For blind persons, there is the problem of selecting the right card from their wallet. It is recommended that cards incorporate an embossed capital letter at least 10 mm high with an embossing of at least 0.7 mm. Contactless smart cards A contactless card, working at a distance of up to 10 cm, will help those who have problems placing a card in a slot. This is of particular importance to wheelchair users, those with Parkinson's disease or arthritis, and people with a visual disability. Card orientation Blind persons, and many elderly persons, have problems in inserting the card in the correct orientation; this is a particular problem with cards which are not embossed. It is recommended that a 2 mm notch is incorporated in the trailing edge. External features, labels and instructions ---------- External features, labels and instructions When a person has located a terminal they need to know what type of machine it is, what it will do and how they can interact with it. The initial instructions are usually in the form of labels and signs applied to the surface of the terminal casing or as messages on the screen. Positioning labels Labels should be placed where they can be easily read. If labels are positioned near the keyboard it is important that the labels are not scuffed or worn away. If this is likely then the labels should be replaced periodically. Braille instructions On outdoor terminals, braille has limited value in cold weather since tactual sensitivity is dramatically reduced with decreasing temperature. The estimated number of braille readers in Europe is less than 0.02% of the population; so although useful for some blind users, braille is not a total solution for visually impaired users. Legibility Any instructions applied to the surface of the terminal should be written in simple and clear language. Type sizes as small as 10 point are not legible for many people. It is recommended that type size of at least 16 point (4 mm cap height) be used for labels. Numbered instructions It is useful to number instructions and then associate the physical parts of the interface with the numbers. The numbers can also be shown on the visual display. Wheelchair users For many wheelchair users, such as those with arthritis, it is not just a problem of reaching the card reader, but still having any useful grip as the arm is raised above the horizontal. This is particularly acute for swipe card readers. If only a forward approach in a wheelchair is possible, then the maximum height of any interactive element on the terminal should not exceed 1.2 metres. The lowest height of any operable part of the user interface should not be less than 0.7 metres. Ideally the terminal, or user controls, should be adjustable in height, as is done on some drive-in cash dispensers. The problems of accessing the card reader are greatly alleviated if contactless smart cards are used. For a parallel approach in a wheelchair, the maximum height of any interactive element on a terminal should not exceed the following distances: Reach of 30cm Maximum height of interactive element 1.3 metres Reach of 45cm Maximum height of interactive element 1.2 metres Reach of 60cm Maximum height of interactive element 1.1 metres Card entry For the naive user, it is often far from obvious where to insert the card. A flashing light around the card entry slot has been found beneficial. For those with hand tremor, it is useful if the entrance to the card reader acts as a funnel to guide the card in correctly. Screens and interaction ---------- Screens and interaction On most terminals the visual instructions on the screen are the main guide for the user. There are a large number of factors that determine whether reading the screen will be difficult or easy for disabled or elderly persons. People who wear bifocals find it difficult to read the screen of most public access terminals, since the screen may not be at a suitable distance for the near or far segments of their spectacles. In addition many people leave their spectacles in the car or do not wear them in public. So the number of people who have problems in reading the screen is much more than the 1.5% of the population considered to be blind or to have low vision. Colour blindness Total colour blindness is rare (less than 0.0025% of the population) but problems with discriminating red and green are common (over 6% of the male population). Screen position Sunlight can degrade the viewability of the display for all users. The screen should be shielded from direct or reflected sunlight or other bright light sources. The display should be viewable from the eye level of a person sitting in a wheelchair. People with low vision should not be prevented from getting their faces close to the screen. Parallax problems The conflicting requirements of tall pedestrian users and short wheelchair users can lead to a significant group of users having parallax problems when lining up the function keys with the displayed option. Lines on the user-interface leading from the key to the surface of the display can alleviate this problem. Other languages Ideally users, including foreign visitors, should be able to choose the language; frequently this is only viable if the instructions are displayed on the screen or given audibly. It would be preferable if the user^1s card stored their preferred language so that the terminal automatically switches to this as soon as the card is inserted. Infra-red links Developments in infra-red links make it feasible for a disabled user to have a hand control unit with an infra-red link to the terminal. This would require all terminals to use the same interface protocol, and care would be needed to ensure confidentiality of sensitive information. Operating instructions ---------- Operating Instructions Few people are trained to use public terminals. It is therefore very important that the instructions for using the terminals are carefully designed, particularly for elderly and disabled users. Concise and simple sentences Sentences should be concise and simple in structure, and only natural vocabulary should be used. Informative messages which advise the user of the progress of the transaction and inform the user when or how to perform a step in the transaction, should be clear and to the point, and provide confirmation of task completion. Messages Message content should be chosen very carefully since a message that might be acceptable to the users for the first few times they hear it may become unacceptable when they hear it for the hundredth time. Hearing aid users If there is an inductive loop for hearing aid users, there should be a clear visual indication that this is the case. (NB not all hearing aids have facilities for loop connection). Jack sockets To help a visually disabled person locate a jack socket there should be a raised ridge around the socket. A funnel into the centre of the socket will also help guide the plug into the socket. Audible instructions On some terminals a 'beep' will sound when a key press has been registered. However, this does not help a visually disabled person know whether they have pressed the correct key; one solution is for coding on the user^1s card to request speech output of key pressed for non-confidential information. It is recommended that new equipment should provide guidance in the form of audible instructions. Audio guidance can assist people with visual or cognitive impairments, as well as first time users. For example an audible message could be "Your card has been inserted upside down. Please remove your card, turn it over and insert it again." Speech output Digitally stored speech can give very good audio quality, but it is effectively limited to pre-stored messages. Full vocabulary synthetic speech is often difficult to understand for naive users, particularly if they have a hearing impairment. Many users with impaired hearing, can only hear lower frequencies, so they can more easily hear a male voice than a female one. Video links Terminals can include a small television camera and microphone. Users can talk over a video link to a customer service assistant at a remote location. This human assistance can be very helpful to an elderly person having difficulty. Privacy If audio output is used to provide private information to the user, then it should be through a telephone handset located at the terminal or through a headset connected through a standard mini jack to the terminal; however, it is essential that the position of the jack socket is standardised. If a handset is provided, inductive coupling and amplification should also be incorporated. Non-confidential information can be output on a loudspeaker, but the volume should be a function of the ambient noise level. Keypads ---------- Keypads A standard layout for keypads is essential for blind people. There are currently two common layouts for numeric keys; the telephone layout and the calculator layout. It is recommended that the telephone layout be used exclusively on public access terminals. Numeric and command keys People with low vision find some numeric characters difficult to read. It is important that a typeface is used that has numerals with open shapes (See Typefaces and legibility). To help blind people, there should be a single raised dot on the number 5 key. This should be positioned so as not to reduce legibility. Visual markings on the keys should be characters at least 4 mm high and should have good contrast with the colour of the key (eg. white characters on matt black keys). Colour coded keys should be: Red: Cancel Yellow: Clear or Correct Green: Enter or Proceed All keys or buttons should be tactually discernible; keys should be raised or recessed by a minimum of 2 mm. The edges of the keys should be at least 2.5 mm apart The arrangement of keys Function keys should be clearly separated from the numeric keys. When command keys are vertically arranged, 'cancel' should be the uppermost key and 'enter' the lowest. When the command keys are horizontally arranged, 'cancel' should be located the furthest left, 'enter' the furthest right. It is better to position the command keys to the right of the numeric keys. They are then less likely to be inadvertently touched when entering numerals. Where command keys are positioned beneath the numerical keys they may be a problem to visually disabled persons because they are likely to be pressed accidentally when entering numbers. Command keys should be as large as possible so that the words on them can be larger and thus easier to read. Shaped keys Colour should not be the only distinguishing feature between keys, since red/green colour blindness is not uncommon; if possible, the keys should have different shapes and be marked with symbols. Illumination Ideally keys should be internally illuminated when the terminal is waiting for input from that keypad. Sound Sound Feedback in the form of sounds such as a 'beep' or 'click' when a key is pressed is helpful to many people. Tactile feedback Tactile indication can be provided by a gradual increase in the force, followed by a sharp decrease in the force required to actuate the key, and a subsequent increase in force beyond this point for cushioning. More time Many elderly people and those with a cognitive impairment do not like to be rushed or to think that they are likely to be 'timed out' by the machine, so it is necessary to allow for such people to use the terminal at their own pace; this requirement could be stored on the user's card. Speech input Speech input for commands is an option in some situations. If this is adopted then the user should have the choice of keyboard or speech input. It is likely that speech input would be preferred by people without hands and those with intellectual impairments, but the keyboard is easier for those with a speech impediment. Problems with PINs Personal identification numbers (PINs) are a particular problem for many dyslexic and intellectually impaired people. In Europe over 25 million people have dyslexia to the extent that they cannot reliably remember and use a four digit PIN, unless they can choose their own number. The main problem for people with an intellectual impairment is to keep the number secret. Therefore both groups would find it advantageous to have the option of using a biometric method for identification (eg. fingerprint). With biometric methods of identification it is essential that users have a choice between the biometric method and some other method (eg. PIN); the reason being that for every biometric system there is some group of disabled people who cannot use it (eg. fingerprint identification requires the user to have fingers). The user's PIN should not be displayed, printed or broadcast by any means. However it would be useful to have both an audible feedback and a visual one (eg. an X or a tick on the screen) to show that a digit has been input. Many people with even slight memory problems find it difficult to remember and input their PIN quickly, so it would be helpful to allow a generous amount of time before they are timed out. Touchscreens ---------- Touchscreens As touchscreens become more common it is essential that they are designed for ease of use by everyone, including disabled and elderly people. Larger type It is possible to increase the size of the characters on the screen for individual customers who require this facility. This can be done by selecting this option from a menu or, preferably, by storing this information on the customer's card. With touchscreen systems, it could be arranged that holding one's finger in the bottom right corner for at least two seconds indicates that one would like larger characters on the screen. Large characters will be difficult to implement on small screens. Ease of use To help elderly people and those with hand tremors, key fields should be as large as possible and separated by a 'dead area'. There should be high contrast between touch areas, text and background colour. Graphical symbols (such as icons) should be accompanied by text. Speech output For blind users, it is possible to arrange that holding one's finger in a specified corner of the screen for at least two seconds or tapping twice in the corner, initiates speech output. Another method would be to store this requirement on the user's card. Activation Touch screens can either be triggered by insertion or withdrawal of the fingertip. With the latter system, it is technically possible for the user to pass their fingertip over the screen and get speech output describing the active area they are touching at the time. Then the system is only triggered by withdrawing the fingertip from over an active area. Privacy Information, which is sensitive and private to the cardholder, should not be visible to any other person; screen filters improve privacy but often at the expense of visual quality. However, the user may wish to display information with large character size, but they should be made aware of the privacy problem. Retrieving money, cards and receipts ---------- Retrieving money, cards and receipts Retrieving items from a terminal can be very difficult for people with poor manual dexterity and persons with low vision. Often more time is needed, retrieval points need to be clearly indicated and within reach for wheelchair users. Security Security at cash dispensers is a major concern for many elderly people, and is often given as a reason for not using such terminals. Therefore anything which improves the user^1s perception of safety is to be welcomed (eg. better illumination in the vicinity). Money retrieval Cash, receipt, or any other document issued from the terminal for withdrawal by the user should protrude at least 3 cm beyond the slot surround. Persons with poor manual dexterity often find taking a card from a terminal and then taking the money difficult to do in the allowed time. Increasing the time for everybody, increases the security risk. However it would be possible to let users decide if they want more time than the norm and store this requirement on their card. Card retrieval Many people with arthritis have difficulty in gripping and pulling the card from the reader, particularly when the arm is extended above the horizontal. The card should protrude at least 2 cm from the slot surround. It is recommended that the force necessary for the user to retrieve the card from the terminal should be not any greater than that needed to stop the card from falling out of the reader. Typefaces and legibility ---------- Typefaces and legibility Good standards of legibility help all users, but for many people with low vision the issue is crucial to whether they can use the terminal. Type size Larger type will significantly improve legibility for most people with low vision. 16 point type is recommended as the minimum type size that will help low vision users. Type weight Type weight is very important in determining legibility. Light weight typefaces should be avoided. Regular weight type is sometimes not sufficiently legible, and it is recommended that medium and bold typefaces are used to give maximum legibility. Extra bold type is not recommended because the centres of the letters are very small and thus become blurred for some low vision people. Contrast An important factor affecting legibility is contrast between the type and the background on which it sits. Pale colours and colours which are close in tone should be avoided. Reversal of type White or yellow type on black or a dark colour is more legible providing that the typeface weight and size are suitable. Small type and very bold type tend to blur for some people reducing legibility. Visual confusion Type should not be run across photographs or illustrations. This can limit the contrast and confuse the eye. Typeface styles Most typefaces in common use are legible. Many people with low vision find contrast, size and weight more important than the choice of typeface. However, bizarre and indistinct typefaces should be avoided. When choosing a typeface it is very important to consider the numerals and choose a typeface that has an open design. Many people with low vision can easily misread the numerals 3, 5, 6, 8, 9 and 0. For example, on some typefaces the tails of the numerals curl over and thus can appear to join up, making a 3 look like an 8. Capital letters Upper and lower case type is easier to read than type set in all capital letters; although a few words in capitals may present no serious difficulties. Spacing and line length Many readers are daunted by large amounts of close-set type. Space between lines of type should be as open as possible. Word spacing on screens should be even and slightly more open than on printed documents. Unjustified right hand margins are helpful to persons with low vision. Avoid splitting words at the ends of lines. The width of columns of type is an important factor that affects readability. If lines of type are too long the eye has difficulty finding its way back to the beginning of the next line. A maximum of 8 words per line is recommended for continuous text on a screen. Layout Good 'navigational' aids such as bullet points, differentiated headings and rules to separate unrelated sections will help readability. If type is set in two or more columns, the margins should be wide enough to clearly separate the columns. If space is limited then a vertical rule can help. Moving text on a screen can be very difficult to read with even a mild visual impairment; it should thus be avoided. Receipts To aid users with low vision, receipts should be printed with a minimum type size of 12 point with a sans serif typeface with upper and lower case text. If space permits, 16 point type would be preferable. It is important that the print has good contrast on opaque paper with a minimum of background pattern. A common complaint is poor print quality on receipts; often this is the result of the printer ribbon not being replaced regularly. Checklist ---------- Checklist The following checklist is a summary of the main aspects which, if taken into consideration, could significantly improve access to public terminals by people with disabilities. It is essential to test any prototype with a cross section of potential users, including people with disabilities. * Locating and accessing a terminal * Location signs easy to read? * Adequate lighting levels? * Queuing arrangements? * Clear path for wheelchairs? * Level surface? * Location system for blind users? Card systems * Ease of use for someone with poor manual dexterity? * Card contains user requirements? * Notch on card for orientation? * Embossing for card identification? * Contactless card system? External features, labels and instructions * Labels positioned to be easy to read? * Legible labels? * Numbered instructions? * Controls reachable from a wheelchair? * Funnelled card entry slot? Screens and interaction * Screen shielded from sunlight? * Touch screen reachable from a wheelchair? * Minimised parallax problems? * Foreign languages for screen instructions? Operating instructions * Simple vocabulary? * Inductive loop facility? * Audio jack socket? * Audible feedback of key input? * Speech output? * Video link? Keypads * Telephone layout for numeric keys? * Raised dot on number 5? * Clear visual markings on keys? * Raised or recessed keys? * Well spaced keys? * Internally illuminated keys? * Tactile feedback on keys? * Generous time allowed for key input? Touchscreens * Option to increase character size? * Large key fields? * Text accompanies graphical symbols? * Speech output option? Retrieving money, cards and receipts * Adequate security? * Documents protrude at least 3cm? * Cards protrude at least 2cm? * Minimum force needed to withdraw card? Typefaces and legibility * Instructions at least 16 point type size? * Good contrast text? * No background patterns? * Easy to read typefaces? * Short line length? * Readable receipt? Training * Instruction booklets in clear print? * Instructions on audio tape? * Assistance for first time users? Publications ---------- Publications Ballabio E, Placencia-Porrero I & Puig de la Bellacasa R (Eds) Rehabilitation Technology: Strategies for the European Union. Studies in Health Technology and Informatics, Vol 9, ISBN 90 5199 131 2, ISSN 0926 9630, IOS Press, Amsterdam, 1993. Brandt A Telephones for All. Nordic Design Guidelines (NNH/3/95), The Nordic Committee on Disability, Stockholm, ISBN 87 89501 46 2, 1995. Copies free of charge, except for postage, from Danish Centre, Department of Technology, Communication and Special Education, Graham Bells Vej 1a, DK 8000 Aarhus N, Denmark (Tel +45 86 78 37 00; fax +45 86 78 37 30; Email daniscen@inet.uni-c.dk). Clarke A Human Factors Guidelines for Designers of Telecommunication Services for Non-expert Users. Loughborough University, 1996. Primarily written for designers of telecommunication services and terminals for non-expert users, such as the general public. Available on CD-ROM from Anne Clarke, Husat Research Institute, The Elms, Elms Grove, Loughborough LE11 3BN, England (Tel +44 1509 611088; Fax +44 1509 234651; Email a.m.clarke@lboro.ac.uk). Porreiro P & Puig de la Bellacasa R (Eds) The European Context for Assistive Technology. Proceedings of the 2nd TIDE Congress, Assistive Technology Research Series, IOS Press, Amsterdam, ISBN 90 5199 220 3, 1995. Proposal for UK Design Guidelines for Improving Access to ATMs and Similar Equipment. 1995. Contains detailed suggestions for improving access to cash dispensers by people with disabilities. Available from Centre for Accessible Environments, Nutmeg House, 60 Gainsford Street, London SE1 2NY, England. Tel +44 171 357 8182. Fax +44 171 357 8183. Roe P R W (ed) Telecommunications for All. COST 219, The European Commission, CD 90 95 712 EN C, 1995. This book gives a general overview of issues related to accessibility and usability of telecommunications equipment and services for disabled and elderly people. The social, demographic and marketing aspects are also discussed while highlighting the significant role that can be played by standardisation and legislation. The second part of the book looks more specifically at some of the available and forthcoming telecommunications equipment and services, identifying some of the existing accessibility problems and potential solutions. Out of print, but accessible on http://www.nta.no/cost219/cost95/indeks.html Silver J H, Gill J M & Wolffsohn J S W Text Display Preferences on Self-Service Terminals by Visually Disabled People. Optometry Today, Vol 35:2, 30 January 1995, pp 24-27. This paper includes guidance on character size and colours for use on public access terminals. Thoren C (Ed) Nordic Guidelines for Computer Accessibility. Nordiska Namnden for Handikappfragor NNH 4/93, 1993. Copies available free of charge from Nordic Committee on Disability, Box 510, S-162 15 Vallingby, Sweden (Tel +46 8 620 18 90; Fax +46 8 739 24 00). van Schaik P, Petrie H & Kirby V Task Performance and Technology Acceptance: The Use of an Automatic Teller Machine by Elderly People. Proceedings of the ECART3 Conference, Portugal, ISBN 972 9301 18 2, October 1995. von Tetzchner S (ed) Issues in Telecommunication and Disability. COST 219, The European Commission, ISBN 92 826 3128 1, 1991. This book contains general discussions related to disability, descriptions of field trials and experimental work, and overviews of equipment and services suitable for different groups of people with disabilities. Also available in Spanish and Portuguese, and on computer diskette in English. Copies available from COST 219 (Fax +358 9 396 72054; Email jan.ekberg@stakes.fi). Also available on http://www.nta.no/cost219/issues/issues.bok.html Web sites ---------- Websites Include http://www.nta.no/include/index.htm This is the main European web site concerned with designing information and communication technology systems so that they are accessible to everybody including disabled and elderly people. This site contains a wealth of information including demographics of disability in Europe, relevant standards as well as legislative aspects. Trace Center http://trace.wisc.edu/world/kiosks/ksk_nav.html This is the main American web site concerning access to public access terminals by people with disabilities. Access to Telecommunications Equipment and Customer Premises Equipment by Individuals with Disabilities http://www.access-board.gov/pubs/taacrpt.htm This contains the final report from the Telecommunications Access Advisory Committee (TAAC). World Information on Disability http://www.dais.is.tohoku.ac.jp/~iwan/foreign_res.html A useful starting point for a web search on disability. RNIB Scientific Research Unit http://www.rnib.org.uk/wedo/research/sru/welcome.htm This Unit is concerned with influencing the design of equipment and systems for the general public such that they are accessible by visually disabled persons, and influencing the development of relevant standards. Bobby http://www.cast.org/bobby/ Bobby is a graphical web-based program designed to help web site designers and graphic artists make their web pages accessible by the largest number of people. It will help find design problems which prevent a web page from being displayed correctly on different web browsers (i.e. America On-Line, Netscape Navigator, Mosaic, Microsoft Explorer, Lynx) without having to individually test the page on each of those programs. In addition, Bobby performs a series of tests to determine the ways in which a web site is inaccessible to those with disabilities like blindness, deafness or physical disabilities. National Center for Accessible Media http://www.boston.com/wgbh/pages/ncam/symbolwinner.html A web access symbol which may be used by webmasters to denote that their site contains accessibility features to accommodate the needs of disabled users. There is no charge to use this symbol; simply copy it from this page and paste it into your document. Americans with Disabilities Act http://janweb.icdi.wvu.edu/kinder/ The Americans with Disabilities Act Document Center contains the ADA statute, regulations, ADAAG (Americans with Disabilities Act Accessibility Guidelines), federally reviewed tech sheets, and other assistance documents. Australian Disability Legislation http://www.austlii.edu.au/au/legis/cth/consol_act/dda1992264/ Provides details of the Australian Disability Discrimination Act 1992. UK Disability Legislation http://www.open.gov.uk/ndc/ndchome.htm The Disability Discrimination Act gives people with disabilities new rights in the areas of: employment; access to goods, facilities and services; and buying or renting land or property. In addition, it requires schools, colleges and universities to provide information for people with disabilities and allows the Government to set minimum access standards for new taxis, trains and buses. Standards ---------- Standards Standards Australia 1 The Crescent, Homebush, New South Wales 2140, Australia. Tel +612 746 4600. Fax +612 746 8450. * AS 3769:1990 Automatic Teller Machines - User Access Comite Europeen de Normalisation Rue de Stassart 36, B-1050 Brussels, Belgium. Tel +32 2 519 6811. Fax +32 2 519 6819. * EN 726 Requirements for IC cards and terminals for telecommunications use * prEN 1332 Machine readable cards, related device interfaces and operations. Part 1 Design principles and symbols for the user interface; Part 2 Dimension & location of tactile identifier for ID1 cards; Part 3 Keypads; Part 4 Coding of user requirements for people with special needs * EN 29241 Part 4 Keyboard requirements; Part 11 Usability statements European Telecommunications Standards Institute PO Box 52, Route des Lucioles, Sophia-Antipolis, Valbonne, F-06561 Alpes Maritimes, France. Tel +33 92 94 42 00. Fax +33 93 65 47 16. * ETR 029 Access to telecommunications for people with special needs: Recommendations for improving and adapting telecommunication terminals and services for people with impairments * ETR 068 European standardization situation of telecommunication facilities for people with special needs * ETR 136 Tactile marker on prepaid telephone cards * DTR/HF-02009: 1996 Characteristics of telephone keypads * ETS 300 381 Telephony for hearing impaired people; Inductive coupling of telephones earphones to hearing aids * ETS 300 488 Telephony for hearing impaired people; Characteristics of telephone sets that provide additional receiving amplification for the benefit of hearing impaired * ETS 300 679 Telephony for the hearing impaired; Electrical coupling of telephone sets to hearing aids * ETR 029: 1991 Access to telecommunications for people with special needs. Recommendations for improving and adapting telecommunication terminals and services for people with impairments * ETR 039: 1992 Human factors standards for telecommunications applications * ETR 068: 1993 European standardisation situation of telecommunication facilities for people with special needs * ETR 167: 1995 User instruction for public telecommunications services: Design guidelines * TCR-TR 023: 1994 Assignment of alphabetic letters to digits on push button dialling keypads * ETR 160: 1995 Human factors aspects of multimedia telecommunications * ETR 165: 1995 Recommendation for a tactile identifier on machine readable cards for telecommunication terminals * DTR/HF-02003: 1996 The implication of human ageing for the design of telephone terminals International Electrotechnical Commission 3 rue de Varembe, CH-1211 Geneva 20, Switzerland. Tel +41 22 73 40 150. Fax +41 22 73 33 843. * IEC 73 Colours of pushbuttons and their meanings * IEC 118-4 Hearing aids: magnetic field strength in audio frequency induction loops or hearing aid purposes International Organization for Standardization 1 Rue de Varembe, Case postale 56, CH-1211 Geneva 20, Switzerland. Tel +41 22 749 0111. Fax +41 22 733 3430. * ISO 3461 General principles for the creation of graphical symbols * ISO 7000: 1989 Graphical symbols for use on equipment * ISO 7001: 1991 Public information symbols * ISO 7239: 1990 Development and principles for application of public information symbols * ISO 7816 Identification cards - Integrated circuit cards with contacts * ISO 9186 Procedures for the development and testing of public information symbols * ISO 9241 Ergonomic requirements for office work with visual display terminals * ISO/IEC 9995 Information technology: keyboard layout for text and office systems * ISO/IEC 10536 Identification cards - contactless integrated circuit cards International Telecommunications Union Place des Nations, CH-1211 Geneva 20, Switzerland. Tel +41 22 730 5111. Fax +41 22 733 7256. * ITU E118 Automatic international telephone credit cards * ITU E133 Operating procedures for cardphones * ITU E134 Human factors aspects of public terminals - generic operating procedures * ITU E135 Human factors aspects of public telecommunications terminals for people with disabilities * ITU E161: 1988 Arrangement of figures, letters and symbols on telephones * ITU-T P370 Magnetic field strength around the earcap of telephone handsets which provide for coupling to hearing aids Pan-European disability organisations ---------- Pan-European disability organisations European Disability Forum BUROTEL - Office No. 121, Rue de la Presse 4, B-1000 Brussels, Belgium. Tel +32 2 227 1121/03/27. Fax +32 2 227 1116. This is the group which is recognised by the European Commission as representing the non-governmental disability organisations in the European Union. Action Europeenne Des Handicapes Generalsekretariat, Wurzerstrasse 4, 53175 Bonn, Germany. Tel +49 228 820 930. Fax +49 228 820 9346. Alzheimer Europe Route de Thionville 145, L 2611, Luxembourg. Tel +352 29 79 70. Fax +352 29 79 72. Association Internationale Aphasie Av. M. Thiry 12 B.36, B-1200 Brussels, Belgium. Tel +32 2 762 3638. Fax +32 2 762 5877. Autisme Europe Rue E Van Becelaere 26B, bte 21, B-1170 Brussels, Belgium. Tel +32 2 675 75 05. Fax +32 2 675 72 70. Cerebral Palsy in the European Communities Association 19 St Mary's Grove, London W4 3LL, England. Tel +44 181 995 5721. Fax +44 181 742 7512. Disabled People's International 11 Belgrave Road, London SW1V 1RB, England. Tel +44 171 834 0477. Fax +44 171 821 9539. Email 100726.136@compuserve.com. Other sources of information ---------- Other sources of information INCLUDE Include is funded by the Commission of the European Union to advise projects on how to incorporate the requirements of disabled and elderly users in the design of telematic systems. They provide direct advice to projects, as well as producing publications on good design. They also disseminate information relating to standardisation and legislation in this area. For further information, please contact Prof Jan Ekberg (Fax +358 9 967 2054; Email jan.ekberg@stakes.fi). COST 219bis A project, called COST 219, covered future telecommunication and teleinformatic facilities for disabled and elderly people, and eighteen countries actively participated. The project organised a large number of seminars and conferences, and produced various reports and publications. This project finished in September 1996, but has been succeeded by COST 219bis (Telecommunications: Access for Disabled and Elderly People) which will run until 2002. For further information, please contact Prof Jan Ekberg (Fax +358 9 967 2054; Email jan.ekberg@stakes.fi). COST 219 UK Group This group is the independent UK focal point for telecommunications and the needs of disabled and elderly people. The group acts as a catalyst in this area by organising conferences and seminars on telecommunications and disability. For further information, please contact Mr Mike Martin (Tel/Fax +44 1428 72 3184). Acknowledgments ---------- Acknowledgments The author is grateful for the help he has received from Gunela Astbrink, Jan Ekberg, Emily Holmes, Hannele Hypponen, Jan-Ingvar Lindstrom, Mike Martin, Linda Newson, Charlie Rohan, Janet Silver and Jim Slater. Photographs kindly supplied by British Telecommunications plc, IN.form Research Design Development Ltd. Feedback This web site will be regularly updated. If you have any suggestions for changes or additions please address them to: Dr John Gill, Chief Scientist, Royal National Institute for the Blind, 224 Great Portland Street, London W1N 6AA, England. Telephone: +44 171 388 1266; Fax: +44 171 388 7747; Email: jgill@rnib.org.uk Homepage: http://www.rnib.org.uk/wedo/research/sru/welcome.htm Brochure: ISBN 1 86048 014 4, May 1997 ---------- End of Document