Accessible Communication Guidelines

Accessible communication ensures everyone, including people with disability and/or access requirements, can access information, make decisions and participate fully.

It supports inclusion, strengthens organisational reputation and makes good business sense. The following recommendations support the development of accessible communications for all.

Inclusive language

Language around disability has evolved and some previously accepted terms are now outdated. Refer to the table below for outdated terms and inclusive alternatives.

Language preferences

Some people with disability prefer person-first language which acknowledges their personhood before their disability. An example of person-first language is ‘person who is blind’ rather than ‘blind person’.

Identity-first language acknowledges that a person’s disability is a core part of what makes them who they are. Examples of identity-first language are ‘Autistic person’ and ‘Deaf person’.

If you’re unsure of a person’s language preference, lead with person-first language and adjust your communication based on how they refer to themselves. It’s always ok to ask if you’re unsure.

Written digital communication

When providing written information via digital forums, ensure you:

• Use plain English and avoid acronyms
• Avoid decorative fonts and text in all-capital letters
• Use at least a 12‑point font, increasing the size for pages larger than A4
• Use bullet points or numbering to present large amounts of text clearly
• Use a clear hierarchy with headings and subheadings to organise content
• Use spacing between lines, paragraphs, and sections to support readability
• Embed alternative text across all images, icons and illustrations
• Use strong colour contrast to ensure readability and accessibility
• Use icons and illustrations to reinforce messages
• Ensure the text on hyperlinks is meaningful and describes where the link will take the user, for example: “Click here to book your tickets to Vivid Sydney”
• Ensure digital platforms used to convey information are WCAG (Web Content Accessibility Guidelines) compliant
• Where possible, provide easy-English versions of information to reach a broader audience
• Provide clear, detailed access information so people with disability can make informed decisions about what works for them. Refer to The WELCOME Framework
• Seek feedback from visitors, review content regularly and implement changes where required.

Social media

When creating content for your social media platform, ensure you:

• Include alternative text and/or image descriptions in the post description or comment section.
• Use CamelCase for hashtags for example: #InclusiveTravel or
  #AccessibleAndInclusiveTravel
• Avoid using too many emojis, particularly when placing them at the beginning of content.
• Avoid using all-uppercase words.
• Provide live captions, quality audio and where possible Auslan interpreting for both live and recorded video content.
• Ensure all imagery reflects diverse and authentic representation of people with disability, including both visible and non-visible disability.

Verbal communication

When communicating with people who experience verbal communication barriers, ensure you:

• Speak in a normal volume and tone
• Use plain English
• Provide extra time, if needed, for a person to respond
• Use aids such as maps or written instructions to support communication
• Maintain eye contact and address the person directly, even when a support person or interpreter is present
• Ensure information is consistent and reflects what you’ve communicated
  elsewhere
• Use a respectful, curious approach and recognise that people with disability know their needs best.

Content provided by Get Skilled Access.