I’m not a writer who often talks about feelings – whether I’m writing articles for my business blog or my personal one. Of course I have feelings, but a lot of the time it doesn’t occur to me to share. That’s not just when I’m writing articles, it’s pretty much the same in real life. It’s a need to know kind of thing, and most people don’t need to know. Especially the more negative things. I don’t mind so much if people know when I’m happy.
So when it comes to writing about problems, I tend to focus on the facts. Problems and solutions. What makes it difficult for a screenreader user to use a website? How can people make their social media posts more accessible? Actionable tips. Explanations. Cold hard facts. But the thing is, we’re working and interacting with people, and they do have feelings.
Reading this post frustrated: the F word of disability” made me stop to think. Have a read about the research if you’re interested – even as someone involved with this subject every day, I found some compelling arguments that I hadn’t even considered before.
I don’t relate to all of the emotions listed in the post, which evaluates feedback of disabled consumers talking about inaccessible websites, but I nodded my head at a few of them.
Frustrated – yes, I’ve definitely been there. I sometimes even make it to the check-out, and then some inaccessible web element means I can’t make my purchase.
Angry – yes, I’ve been there too, especially if I really wanted the thing, or if the thing is on sale and likely to run out before I can get some assistance. Bonus points go to the wonderful individual who takes a perfectly accessible website and breaks it with the next update – you can read my thoughts about careless updates here.
Stressed – yes, that too, especially if I don’t have much time, and sorting out the problem eats into the time that I don’t have.
Anxious – not so much, but I can see how this would apply to someone who is relying on the thing, and they can’t get the thing due to some website accessibility problem.
Less independent – well yes, because if you have to ask someone to do the simplest task for you, an example today was selecting a date on an inaccessible date picker widget before I could continue what I was doing, it does make you feel less independent – because you are indeed less independent.
And the list goes on.
I don’t want this to become a rant into all that’s wrong with the world in terms of online accessibility, but I think it’s worth highlighting that there are emotions involved when people can’t use a service or website that others can use without any problems.
Many disabled people, and certainly many blind people, use online shopping or online booking sites more often because when designed well, they do offer a sense of freedom and accessibility that going to a physical shop often does not.
Our fridge freezer broke last weekend, but once we got the new one, I was able to do a new grocery shop to restock it, quickly and easily. It would have been a nightmare if I’d had to go to the shop on my own, locate the things I wanted with “help” that may or may not have been helpful, and then get the goods home without a car. Online shopping made that a 10-minute task for me, and for that I’m grateful. The alternative can be more costly, in time, money, and nerves.
If you’re a business owner, having an inaccessible site can result in money being left on the table, because although sometimes we get help – my fiancé gets involved with my online shopping habit from time to time – often people just choose not to make the purchase.
Sometimes I just think “oh well, I’ll go and buy it somewhere else”, and the competition gets the business. I tend to be a more loyal customer too – I get a lot of my cosmetics from one store because I know their site is accessible. If I know they stock the thing I want, I’m less likely to try a brand’s own website, because it’s often hit and miss as to how well their site is designed.
But it’s about more than that. Every purchase that isn’t made because of some accessibility problem has a person sitting behind that keyboard. They may be thinking “screw it, I didn’t need the thing anyway”, or they may be feeling any one of these other emotions.
It goes the other way too – when I find something accessible that works really well, it makes me happy, and I’ll probably share the experience with my friends without even being prompted too. Free marketing for the site owner! I might even blog about it on my private blog!
Much of what I do at EwK Services is to help business owners see the real impact they have, and the massive changes for the better they can set in motion when they start thinking about accessibility.
It’s not just something to do because it’s a box to tick. Despite the challenges in an increasingly litigious world, it shouldn’t just be about putting the right measures in place so that nobody tries to take legal action against you. There are real benefits to having accessible websites that go far beyond that. Because for every terrible experience I have, I also have good ones that make me feel empowered, independent, on an equal footing with everyone else, and just able to get on with life like everyone else who can use the site. If you have a website, you also have the power to have that kind of effect on someone’s day!
So please – if you can, don’t be the cause of the F word in accessibility – Frustration! To be fair, certainly in my case, the frustration can quickly lead to the other F word as well!
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EwK Services offers consultations in a number of areas to ensure that your products and services are accessible to blind people (specifically screenreader users and Braille readers). Visit the accessibility page For more information about these services or how else I can help you and your business.
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