Fwd: How to Make Technology Work
E.J. Zufelt
everett at zufelt.ca
Wed Feb 17 20:18:32 UTC 2010
Begin forwarded message:
> From: "John
> Date: February 17, 2010 2:59:07 PM EST
> Subject: [Members] How to Make Technology Work
>
> How to Make Technology Work: A Study of Best Practices in United
> States
> Electronic and Information Technology Companies
>
> Anthony Tusler
> Coordinator, Technology Policy Division
> World Institute on Disability
> E-mail: anthony at WID.org
>
> Disability Studies Quarterly, Vol 25, No 2 (2005, Spring 2005
>
> Abstract
>
> This article documents the best practices in electronic and
> information
> technology (E&IT) companies to make their goods and services
> accessible to
> people with disabilities. The results of structured interviews were
> analyzed
> and grouped by themes. The research presents discrete best practices
> that
> emerged including the need for accessibility champions, the
> importance of
> valuing disability, and the value in transforming the company. A
> case study
> of AOL's success is included along with recommendations for people
> with
> disabilities who wish to advocate for more accessibility to E&IT
> products.
> Contributing to the bottom line was found to be the primary
> motivator for
> companies to include and maintain accessibility. This article is an
> abbreviation of the World Institute on Disability publication How to
> Create
> Disability Access to Technology.
>
> Keywords: disability, business, technology, universal design
>
> Introduction
>
> Since the 1970s, the world-particularly the United States-has
> experienced a
> subtle, yet profound, change. People with disabilities, who were once
> relegated to back rooms and second-class citizenship, are now more
> visible
> and have secured basic civil rights. Although much work remains to
> be done,
> the built environment in particular has radically changed to include
> assistive listening devices, curb cuts, Braille, and more.
>
> Meanwhile, the digital revolution has dramatically changed the ways we
> access information, services, and goods. People with vision,
> hearing, and
> mobility limitations initially found computers moderately simple to
> use,
> making it easier for them to improve their lives through access to
> jobs,
> society, and citizenship. That access continues for some people with
> disabilities. The rise of instant messaging, for instance, has
> universalized
> text messaging far beyond the deaf community making communication
> between
> the deaf and hearing communities much easier. Unfortunately, other
> groups of
> people with disabilities are adversely affected by lack of access
> due to
> inaccessible interfaces and software. The increasing use of multi-
> media,
> which restricts people with visual or hearing limitations, or the
> miniaturization of buttons and displays on portable devices, which
> confounds
> people with dexterity limitations. Gaining access is increasingly
> intimidating, difficult, or impossible. The threat to some disabled
> people's
> ability to earn a living, communicate, be citizens, and participate in
> society
> is disquieting.
>
> In 2002, the World Institute on Disability (WID) held structured
> interviews
> and conversations with knowledgeable industry and disability activist
> experts to discover how leading electronic and information
> technology (E&IT)
> companies are successfully making technology accessible, usable, and
> valuable for people with disabilities. Dedicated to promoting the
> civil
> rights and full societal inclusion of people with disabilities, WID
> is a
> nonprofit public policy
> center and an international leader and advocate for increased
> accessibility
> to mainstream technology.
>
> The study and the resulting WID publication, How to Create
> Disability Access
> to Technology, were funded by the California Consumer Protection
> Foundation.
> This paper is an abbreviation of the longer publication. (The full
> report
> will be found in the Publications section of WID's Web site,
> http://www.WID.org/publications).
> The report cites best practices distilled from the WID interviews and
> illustrates them with extensive, anonymous examples. It reveals the
> experiences and
> lessons learned by these technology industry experts, who are
> charged with
> being internal advocates for disability access and concerns. We call
> them
> Accessibility
> Champions. This review of best practices is intended to encourage the
> technology industry and others to continue improving accessible
> products and
> services. As the economic, social, and moral incentives for disability
> access develop and become known, more accessibility will be created.
>
> One Accessibility Champion recommended that other Accessibility
> Champions
> "find true north and follow it." There is social good and profit to
> be found
> by including people with disabilities in the design, testing, and
> marketing
> of electronic and information technology to ensure accessibility and
> usability. That is the true north of this report.
>
> What Is Access?
>
> Although disability, as an inclusive term, is valuable when
> describing the
> social condition of people with disabilities, "impairments" is a
> better term
> for explaining specific access needs. There are five general
> impairments
> that should be taken into account when designing accessible products
> and
> services: mobility and dexterity; deafness and hearing loss;
> blindness and
> low vision; perceptual and cognitive limitations; and speech and
> language.
>
> A good explanation of creating disability access to E&IT can be
> found at the
> Web site of the U.S.-based Telecommunications Industry Association
> (TIA).
> TIA's ACCESS-Resource Guide for Accessible Design of Consumer
> Electronics
> explains accessible design as:
>
> The term accessible design refers to maximizing the number of
> potential
> customers who can readily use a product. While no product can be
> readily
> used by everyone, accessible design can impact market size and
> market share
> through consideration of the functional needs of all consumers,
> including
> those who experience functional limitations as a result of aging or
> disabling conditions...(TIA, 1996).
>
> Accessible design also benefits individuals without functional
> limitations.
> Features that make products useful for people with disabilities and
> persons
> experiencing functional limitations normally make them convenient for
> everyone else. Closed captioning for television programs and voice
> recognition software are examples of design features originally
> intended for
> people with disabilities but frequently used by everyone. Remote
> controls
> that can be operated without looking at them will be appealing to
> anyone who
> likes to watch movies in the dark, not just to the visually impaired.
>
> Consider these examples of accessible E&IT product designs. A cell
> phone's
> visual display or other visual output is large enough, with enough
> contrast,
> so that people with low vision or in dim light could read the
> information.
> An automatic teller machine (ATM) uses voice prompts, increased size
> of
> print, simple fonts, high contrast, labels with icons or graphics, and
> progress displays to make it easier to use for someone with a
> cognitive
> limitation. Individuals
> with speech limitations may have difficulty using products that
> require
> voice communication, such as a telephone or other telecommunications
> systems. Designers of systems that require voice input should consider
> providing alternate methods of control.
>
> Cell phone voice-dialing has been added in the last few years to
> create
> hands-free calling. While it is valuable for people with manipulation
> limitations, the component is only available on the most expensive
> cell
> phones, putting it out of reach of most people with disabilities.
> Another
> problem is when the feature does not find acceptance in the mainstream
> market. People with disabilities do not have effective methods to
> inform
> E&IT companies about the value of technology product options. This
> leads to
> the loss of valuable features in the next version of a product.
>
> An advocate explained, "accessibility is another aspect of bringing
> the
> computer to the user-to anyone, at any time."
>
>> From the Disability Perspective
>
> At the core of this study is the belief that the participation of
> those
> directly affected-that is, customers with disabilities-is essential to
> making products that are useful. When designing products, people
> often work
> from stereotypical and inaccurate beliefs about people with
> disabilities;
> they try to "help the handicapped" by alleviating the problems they
> imagine
> people with disabilities encounter. Unfortunately, such products
> often miss
> the mark because their designs are based on unexamined assumptions.
> Inquiry
> into the true nature of accessibility needs must include the input
> of people
> with disabilities. Otherwise, the solution does not solve the
> problem, and
> the problem solvers contribute unwittingly to the loss of autonomy
> and civil
> rights for people with disabilities.
>
> In addition, this WID study focuses on environmental solutions to
> accessibility issues. In the past, the more frequent approach to
> accessibility was to devise technological fixes specifically
> tailored to
> individual disabilities. By locating the problem in the limitations of
> people with disabilities, rather than in the environment, the
> solutions
> place heavy demands on the individual and are costly as well.
>
> During the 1950s and 1960s, the individual approach was preeminent,
> and as a
> result, many disabled people were excluded from schools, jobs, and
> society
> in general because their disabilities were not easily corrected by
> technology or the solutions were prohibitively expensive. Even
> today, most
> people, including the experts, do not look beyond these individual
> solutions. A more useful perspective defines the built environment
> as the
> problem. This idea arose from disability advocates and has since been
> refined by disability scholars (Center for an Accessible Society,
> 2004).
> Ultimately, environmental solutions are more cost-effective and help
> far
> more people in the disability community and in general society.
>
> This paper highlights the environmental strategies used in the E&IT
> industry
> because they do the most good for the greatest number of people and
> have
> been the least documented.
>
> What Is a Best Practice?
>
> In one of the few best practices reports on disability, Timothy L.
> Jones
> noted in 1993,
>
> The fundamental idea is to create an approach for meeting the
> [Americans
> with Disabilities Act (ADA)] requirements that does not compromise
> sound
> human resource policy but enhances it, that does not thwart
> productivity but unleashes it, that does not burden managers but
> empowers
> them. This is what characterizes best practices under the ADA
> (Jones, 1993).
>
> Jones' comments on the ADA and employment reinforce WID's belief that
> disability perspectives will make technology more usable and
> accessible to
> both people with and without disabilities, and therefore more
> profitable for
> businesses.
>
> For this research, we defined a best practice as a business
>
> . process,
> . procedure,
> . system, or
> . perspective
>
> that results in increased accessibility and usability of E&IT for
> people
> with disabilities.
>
> Another criterion we used to validate a best practice was whether
> parallel
> practices in other fields have resulted in accessibility. We also
> investigated whether companies' practices and procedures included
> culturally
> competent disability perspectives, that is, the views of those
> directly
> affected-people with disabilities.
>
> Accessibility Champions
>
> To successfully bring accessibility to a company's products and
> services, a
> central person or unit in the company must articulate and advocate for
> disability access and inclusion across all its divisions and
> activities. The
> term Accessibility Champion is rarely used as an official title, but
> it is a
> useful descriptor for the person who has this pivotal role. One
> person WID
> interviewed for this study described himself as the Chief
> Accessibility
> Evangelist.
>
> The Accessibility Champion's role is not to perform the work of other
> departments but to act as a resource, cheerleader, and goad,
> articulating
> the need to provide accessible solutions for all the company's
> offerings. He
> or she must provide one consistent voice and a clear vision for
> disability
> inclusion. Consistency and perseverance will effect change.
>
> The Accessibility Champion (AC) serves as a common point of contact
> for
> accessibility issues, such as letters from customers regarding their
> satisfaction with the accessibility of products. The position should
> have
> high visibility and carry the authority to resolve accessibility
> questions
> and concerns.
>
> Too often the ACs are isolated within their companies. The majority
> allude
> to how little progress and how much more needs to be done to make
> their
> companies' product accessible beyond that required by the law
> requiring the
> U.S. Federal government to purchase accessible E&IT products
> (Section 508).
> The ACs often reported how quickly their companies added accessible
> features
> to their products. Few of the ACs were able to point to how
> accessibility or
> recognizing the disability market has contributed to their
> companies' bottom
> line. The concepts and strategies are still too new to have been
> demonstrated. Nonetheless, Accessibility Champions, on the whole, are
> optimistic about the fundamental changes they are beginning to
> implement.
> These are documented in this paper.
>
> One AC explained: "The group [accessibility unit] works with all
> areas to
> address concerns ranging from support networks to the availability of
> adaptive equipment to the development of emergency evacuation
> procedures. It
> is also a clearinghouse of information for people with all types of
> disabilities, including visual, hearing, and physical impairments."
> Another
> AC described his role as "empowering champions and infecting people."
>
> The ultimate goal is to incorporate accessibility so deeply into all
> aspects
> of the company that there is no need for an AC, but until
> accessibility
> becomes second nature, such an advocate will be needed.
>
> Best practices of value here are to:
>
> find someone with passion to be the Accessibility Champion.
> . use the Accessibility Champion to coordinate work between the
> internal
> divisions and disability informants.
> . use the Accessibility Champion as a mediator and translator
> between the
> advocacy groups and the company.
> . learn about disability.
> . use community-organizing strategies to create change.
>
> Value Disability and People with Disabilities
>
> Most people-disabled and nondisabled-are somewhat disconcerted when
> they are
> asked to value disability, because disability is perceived to be
> tragic and
> negative. But people with disabilities often report that their lives
> have
> been enriched by their experience. They dislike the poverty,
> exclusion, and
> hassle, but recognize that disability is an inevitable aspect of
> being human
> and growing older. They know, as playwright Neil Marcus says:
> "Disability is
> not a
> 'brave struggle' or 'courage in the face of adversity.' Disability
> is an
> art. It's an ingenious way to live."
>
> The challenge of being successful, while having a devalued identity,
> has led
> many people with disabilities to be skillful problem solvers and
> consumers-making them valuable assets for companies that wish to be
> successful.
>
> Strategies to value disability and people with disabilities were
> found to:
>
> . include people with disabilities at all stages of product life and
> at each
> step of the design process.
> . use internal employee groups and external advisory committees to
> understand the needs and concerns of the disability community.
> . be sophisticated about choosing consultants and informants.
> . guard against designing by mistaken assumptions about disability.
> . include disability with other diversity efforts.
>
> Recognize the Disability Market
>
> Three major factors are gathering momentum to create an
> unprecedented market
> force for making goods and services accessible for people with
> disabilities:
> the existing population of people with disabilities, an aging
> consumer and
> workforce base, and disability rights laws. The number of adult
> Americans
> with disabilities-currently more than 18 percent of us-is expected
> to grow.
> By 2020, 80 million people will be over 65 and an estimated 51% will
> have
> disabilities.
>
> The demographics of the Baby Boom generation will help drive access
> for
> decades to come. We know much of what will be needed. There is every
> reason
> to begin planning and providing accessibility and usability features
> today
> (AARP, 2002). Those who are just now reaching age 60 are wealthier
> and more
> active than previous generations. Throughout their lives they have
> had high
> expectations for their quality of life. Their youthful idealism lead
> to the
> Vietnam era demonstrations just as their career paths lead to the
> consumerism of the 1980s. How Baby Boomers will characterize their
> identities as they gain disabilities has yet to emerge. This aging
> and the
> resulting disabilities will create an opportunity for disability
> activists
> to influence that perception and for the consumer market to include
> disability access to its goods and services. Too few businesses have
> recognized this emerging market, and awakening their companies to the
> profits to be had in producing accessible goods and services is one
> of the
> chief tasks of Accessibility Champions. Unfortunately, few ACs
> report that
> they are gathering statistics about their customers with
> disabilities. Such
> data is sorely needed. As one AC noted, "people with disabilities
> are not
> just somebody to help; they contribute to the bottom line."
>
> The Best Practices for this section are:
>
> . identify current, accurate statistics to help define the
> disability market
> for the company.
> . use current laws to motivate the company to create accessible
> goods or
> services.
> . demonstrate the profitability of access.
> . tie access to mainstream product needs.
>
> Transform the Company
>
> The primary goal of everyone who wants to see his or her company
> succeed
> with the disability market is to make accessibility and disability
> awareness
> integral to all aspects of the company. As one Accessibility
> Champion urged,
> "Try to weave accessibility into the DNA of the company." Whether it
> is in
> marketing,
> research and development, or product documentation, the needs of the
> disability community should be included.
>
> Update the company's mission, goals, and culture to include
> accessibility
> and disability. The vision and values of the company may implicitly
> include
> the needs of people with disabilities, but that's not enough; make
> them
> explicit. Show senior management how accessibility supports the
> company
> mission. Educate them when the company's mission statement mentions
> accessibility, but company practices do not reflect this commitment.
>
> One school of thought believes it takes seven years of advocacy for
> social
> change to occur. To value disability and accessibility is a
> significant and
> profound change for a company. Some changes can come quickly, but to
> transform the whole company to support accessibility and disability
> diversity will take time and sustained effort.
>
> Companies have found that the following are the keys to changing the
> company
> environment:
>
> . develop a strategic plan for building awareness and implementing
> accessibility.
> . modify strategies to fit the company's culture, values, and
> structure.
> . involve senior management in accessibility efforts.
> . address accessibility efforts to all divisions of the company.
> . pay particular attention to recruiting the marketing department.
> . programmers and engineers are key.
> . develop accessibility expertise across the company through
> education and
> training.
> . hire people with disabilities both in the accessibility unit and
> elsewhere.
> . use publicity and the court of public opinion to influence the
> company.
> . develop strategies to sustain accessibility.
>
> Incorporate Accessibility and Universal Design
>
> The designed world should work for everyone, including people with
> disabilities. Design specifications for all new and revised E&IT
> products
> should include requirements that the product "be usable by all
> people to the
> greatest extent possible" (Mace, 1997). This phrase is the core of the
> Universal Design (UD) concept. According to North Carolina State
> University's Center for Universal Design, "The intent of universal
> design is
> to simplify life for everyone by making products, communications,
> and the
> built environment more usable by as many people as possible at
> little or no
> extra cost. Universal design benefits people of all ages and
> abilities"
> (Mace, 1997). The Trace Center, at the University of Wisconsin at
> Madison,
> has embraced UD for its work to make E&IT more accessible to people
> with
> disabilities. Both centers have extensive resources on the UD
> concept and
> practical suggestions for its implementation.
>
> UD is a powerful tool to convince people within a company to consider
> expanding the ease of use and accessibility of their products and
> services.
> It also provides concrete examples and guidelines that help ease the
> uncertainty of tackling a new subject.
>
> A good example of UD implementation is Java. Java is a cross-platform
> programming language that can be used to create everything from a
> small
> animation on a Web site to full-blown word processing applications.
> The
> American Foundation for the Blind gave Sun Microsystems its Access
> Award in
> 2001 "for making accessibility an integral part of the Java
> platform. The
> Java Accessibility API software interface allows assistive
> technologies to
> communicate with programs written in the Java programming language.
> This
> company guides its efforts by its Universal Design philosophy-
> addressing the
> accessibility needs of all people in the workplace."
>
> To include everyone in E&IT product design companies have used the
> following
> Best Practices:
>
> . create an implementation plan.
> . create clear documentation of accessibility features for
> programmers and
> engineers.
> . develop an internal argument for including accessibility.
> . integrate accessibility into the existing company practices.
>
> Market Accessibility
>
> Creating access isn't enough. Companies must tell people about it.
> They must
> market the accessibility of their products and services to
> customers. Only
> as a result of effective marketing will accessible products and
> services
> contribute to a company's profitability.
>
> At the same time, Accessibility Champions must market accessibility
> internally to assure that it is valued and sustained throughout the
> company.
>
> This study identified the following as best practices:
>
> . inform customers and potential customers with disabilities about
> accessibility efforts;
> . give customers a way to provide direct feedback on accessibility
> needs and
> issues;
> . understand the disability market;
> . stick with core competencies when making accessibility-marketing
> choices;
> . be careful with images;
> . use accessibility features as a selling point;
> . publicize accessibility efforts internally;
> . develop and use a simple message;
> . develop plans and strategies that can maximize opportunities;
> . institute rewards for good work;
> . document the progress of accessibility efforts.
>
> The Future
>
> What is the future of E&IT? If the past 20 years are any indication,
> it will
> be a future of profound change. We will rethink the role of
> technology and
> communication. It could be an exciting time of even more access and
> opportunity for people with disabilities. But the door to education,
> employment, and civic involvement could also slam shut if
> accessibility is
> not built into the core of the new technologies.
>
> Just as we will rethink technology, we will see disability
> differently. As
> young people with disabilities become employed and aging Baby
> Boomers delay
> retirement and gain disabilities, they will challenge our
> conceptions of how
> a worker should look and act.
>
> Baby Boomers have demanded to be engaged and influential in shaping
> their
> world. As they age they will surely experience disability. Workers
> in the
> U.S. are finding that they need to delay retirement and continue
> working.
> There is every reason to think that Boomers will continue to reshape
> the
> world to suit themselves as they gray.
>
> The world has been changed already by people with disabilities. A
> mundane
> but important access feature is the curb cut. Curb cuts, or curb
> ramps, make
> everyone's life easier. All sorts of wheeled vehicles, from
> wheelchairs and
> baby strollers to rolling luggage and delivery hand trucks, go
> easily from
> the sidewalk to the street and back up again. All new construction
> includes
> curb cuts because they are required by Federal and local laws.
> Lobbying and
> advocacy by disability groups forced the creation of these statutes
> because
> people with disabilities argued that their civil rights were being
> abridged
> by a lack of access. The unintended consequences of the creation of
> curb
> cuts everywhere are legion, including faster, more efficient
> deliveries and
> the use of rolling luggage. Curb cuts have also created a natural
> crossroads
> where able-bodied and disabled people meet. The term "electronic
> curb cuts"
> was originally coined to describe the need for accessible Web pages.
> The
> phrase is now used as an analogy for the need to have all E&IT
> products be
> accessible to people with disabilities. In the built environment
> curb cuts
> have become useful to so many segments of the population. There is
> some
> evidence, for example, captioning of television broadcasts, that
> "electronic
> curb cuts" will also be invaluable to everyone.
>
> As people with disabilities gain their civil rights and place in the
> work
> force, there is a shift in general society in how people with
> disabilities
> are seen. Rather than being a liability, people with disabilities
> are assets
> to society and the workplace. This will help people of the greater
> populace
> see themselves and their own limitations more positively. This will
> be a
> profound shift for a society inundated with images of thin,
> beautiful, young
> people.
>
> E&IT continues to be innovative and fast-paced with rapid turnover of
> products. People with disabilities have been the early adopters of
> some
> products. The blind were quick to purchase the then expensive cell
> phones as
> they came to market. Electric wheelchair users were not far behind.
> With the
> fast pace of product design, it has been difficult for people with
> disabilities to influence the refinement of interfaces and features.
> As the
> E&IT industry matures, though, increased standardization of the
> interface is
> likely. After all, most of the world has an assigned place for the
> brake,
> accelerator, and steering wheel. As standardization of controls
> comes down
> the pike in E&IT they must have Universal Design to include a large
> percentage of consumers. When standardization in E&IT becomes
> ubiquitous it
> is critical that the MP3 player, FAX machine, and the yet-to-be-
> invented
> gizmo have standardized buttons, switches, and displays
> which are accessible. E&IT needs to be easy-to-use for everyone,
> including
> people with disabilities.
>
> Easy-to-use is the central idea of Universal Design (UD). The
> premise of UD is that "the design of products and environments be
> usable by
> all people, to
> the greatest extent possible, without the need for adaptation or
> specialized
> design." (Mace, 1997) UD is needed because many products are
> designed for
> people who are like the designers. Because the designers are young,
> able-bodied engineers, their designs work for a small subset of the
> general
> population.
>
> For years, women have joked and complained about the height of kitchen
> countertops. Because the architects and contractors were generally
> men and
> generally taller than women, they designed and installed countertops
> that
> worked for them with little regard for the end user.
>
> The designer and marketing ranks need to include a more diverse
> group that
> will take into account the graying of America. There needs to be more
> designers with disabilities in E&IT companies. The design cycle
> continues to
> be so focused on rushing new and revised products to market that
> little or
> no time is spent developing thoughtful, effective interfaces. Even
> Apple's
> MP3 player, the iPod, with its innovative sleek industrial design and
> easy-to-use interface lacks accessible design. Its small screen and
> lack of
> a large print option makes iPods difficult for many people to use.
> Unfortunately Apple's competitors are failing to leapfrog Apple's
> design to
> produce an even better interface that might include features
> valuable for
> people with low vision pointing out the need for people with
> disabilities to
> be involved in all cycles of design.
>
> The aging of America and the increase in disabilities will drive E&IT
> manufacturers to pay more attention to Universal Design. It will not
> work to
> design and market products specifically for people with
> disabilities. The
> marketing and distribution cost will be prohibitive.
>
> The marketing departments of E&IT companies will demand ease-of-use
> from
> their engineers and designers. Marketing staff will develop
> strategies and
> campaigns to sell easy-to-use, accessible products to the broadest
> possible
> market-a market that includes the aging, and people with disabilities.
>
> After all, older people and people with disabilities buy and use
> products
> for the exact same reasons as the young engineers. The need and
> desire to
> communicate, create, and be entertained is universal. Companies who
> survive
> and prosper will pay attention to universal needs of all.
>
> References:
>
> American Association of Retired Persons (AARP). (2002). In brief:
> Before the
> boom: Trends in long-term supportive services for older Americans with
> disabilities.
> Retrieved May 3, 2004, from
> http://research.aarp.org/health/inb60_trends.html.
>
> Center for an Accessible Society. (2004). The 'new paradigm' of
> disability.
> Retrieved March 16, 2005 from
> http://www.accessiblesociety.org/topics/demographics-identity/newparadigm.ht
> m.
>
> Jones, T.L. (1993). The Americans with Disabilities Act: A review of
> best
> practices, New York: American Management Association Membership
> Publication
> Division.
>
> National Organization on Disability and Harris Interactive. (2000).
> National
> Organization on Disability/Harris survey of Americans with
> Disabilities.
> Sponsored
> by Aetna, Inc., and the JM Foundation. New York: Harris Interactive.
>
> Mace, R. (1997). Definition. The Center for Universal Design web site.
> Retrieved May 3, 2004 from
> http://www.design.ncsu.edu/cud/univ_design/ud.htm.
>
> Telecommunications Industry Association. (1996). Resource guide for
> accessible design of consumer electronics. Washington D.C.: Electronic
> Industries Association
>
> and the Electronic Industries Foundation. Retrieved May 3, 2004, from
> http://www.tiaonline.org/access/guide.html.
>
> Vanderheiden, G.C., & Vanderheiden, K. R. (2002). Product
> accessibility and
> the technology industry. Proceedings of 2002 RESNA Research
> Symposium on
> Universal
> Design, Minneapolis MN.
>
>
> http://www.dsq-sds.org/article/view/551/728
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