ITU Guidelines On how to ensure that digital information, services

ITU Guidelines

On how to ensure that digital information, services and products are

accessible by all people, including Persons with Disabilities during COVID-19

The world is facing an unprecedented experience in which ICTs (Information and

Communication Technologies) are almost the only possibility for people to communicate with

one another. Humanity never before faced such digital dependence to access vital information

or essential services and products to survive. Therefore, the importance of accessing

information and instructions during the COVID-19 pandemic period is crucial for all people,

regardless of our gender, ability, age or location.

For this reason, it is essential that key digital information on COVID-19 is distributed and

available in accessible formats

to ensure that it will reach all people and that no one will be left

behind, including persons with disabilities, in particular those with visual or hearing

impairments that require the use of alternative solutions such as screen readers, captioning or

sign language to read and understand digital information. Otherwise, many persons with

disabilities will face a higher risk of contamination due to a lack of access to information on the

measures to be considered and respected in this pandemic period.

Therefore, it is critically important to use multiple modes of communication like accessible

websites, phone, radio, videos, leaflets, captioning, chats, etc. in addition to providing

information in plain language, easy to read and in accessible formats. The availability and

awareness of dedicated helplines which aim to ensure that public health information is

accessible (including relay services for deaf and hard of hearing people) is essential to mitigate

the spread and impact of the global pandemic.

Many persons with disabilities rely on regular home delivery of essential items for their

wellbeing like medications, hygiene products and food. Therefore, in addition to the potential

adverse impact of social distancing and breakdown of support networks, if retailers and

healthcare product and service providers and other key organizations do not ensure the

accessibility of their on-line information, services and products, many persons with disabilities

will not only be at a disadvantage but their lives may be put at risk, due to a lack of access to

vital information, medication and other critical products and services.

ITU Video tutorials on how to develop and remediate accessible digital content

ITU- D self-paced on-line free of charge training courses in ICT accessibility at the following links:

- ICT Accessibility - The Key to inclusive communication

- Web accessibility – the Cornerstone of an Inclusive Digital Society

Given the major role of the ICTs in the global COVID-19 pandemic, the following guidelines

containing key messages and actions are provided to ensure that digital information, services

and products delivered globally are accessible to all people including Persons with Disabilities,

and no one is left behind in this global challenging crisis.

KEY MESSAGES & ACTIONS

1. Ensure that key digital information, services and requirements on reducing contamination

of COVID-19 are provided in accessible formats to enable all people including persons with

disabilities to have access to this vital information:

Content and information regarding COVID-19 should be delivered in accessible formats so they

can be perceived by everyone, including persons with disabilities. For example, public

television advertisements, online videos and audio-only based webcasts will be inaccessible to

deaf people unless they include subtitles or sign language interpretation. Like in any other

emergency situation, apart from traditional media forms (TV and radio), the world of ICT

includes different mechanisms that can facilitate communication to people with disabilities in

such extraordinary situations: landlines, mobile audio, SMS/text messages and Internet-based

services and resources such as websites, video, instant messaging apps, voice services on

Internet Protocol (IP), web conferencing social media networks that allow instant

communication and exchange of digital content (images, videos and documents) and satellite

communications.

2. To ensure that all people including persons with disabilities can access, understand and

use digital information and services, the following aspects must be considered:

a. Public information in audio and visual formats delivered through electronic display

screens in public spaces such as railway platforms, retail stores, parks and other

public areas can reach people who may not have access to personal ICT devices.

When possible, graphics and images should be displayed in addition to text. Sound

alarms and/or sirens used during emergency situations must be accompanied by

flashing lights to denote the nature and level of the threat.

Information and

notifications delivered through Public Address systems must also be provided

through visual digital alternatives.

b. Radio can be used with attachments or with special features to enable their use by

people who are deaf or hard of hearing. For example, devices that can transmit

broadcasts as vibrations, flashing lights and simple texts to alert individuals who are

*Department for Transport and Transport Scotland. Design Standards for Accessible Railway Stations - A joint

Code of Practice, page 109, K7. Signs – display screens.

*US Access Board. 702 Emergency Alarm Systems

*Department for Transport and Transport Scotland. Design Standards for Accessible Railway Stations - A joint

Code of Practice, page 115, L1. Announcements – general.

deaf and hard of hearing of COVID-19 restrictions and or measures imposed by

Government to limit contamination. Online radio live or podcasts should include the

transcription of the content.

c. Television: Closed captioning/subtitling in local languages must be provided to make

audio commentary related to COVID-19 accessible to people who have hearing

impairments or who may have difficulty understanding the language. In addition,

sign language interpreters should be used when providing televised information

about the pandemic situation.

d. SMS: If information is sent out only as SMS, people who need non-visual inputs and

do not have access to high-end devices that can convert text to other formats such

as audio will be excluded. Hence, warnings and alerts regarding measures related to

COVID-19 and pandemic related measures should also go out in multiple formats

across different dissemination channels. All images attached to messages must

include alternative descriptions.

e. WhatsApp is accessible and works with Talkback and Voice Over. Siri will read

WhatsApp messages aloud and on newer phones and can even dictate messages

through Siri. When using WhatsApp avoid the use of emojis.

f. E-mail notifications regarding COVID-19 should be enabled in multiple languages.

The software should be designed as per accessibility guidelines to enable it to

operate seamlessly on different devices and with a user’s assistive technology. Some

desktop alerting systems can ensure that pop-up messages are delivered in different

formats in addition to just texts and audio beeps.

Use of graphics within the alerts related to COVID-19 may assist people who have

trouble understanding text. All images must include alternative descriptions.

g. Social networks: The new versions of the most popular social media networks are

increasingly becoming accessible. That means that Facebook, Instagram, Twitter,

YouTube do offer accessibility features. It is important that the medical and

information agencies publishing vital information regarding COVID-19 and pandemic

measures on these platforms know about digital content accessibility to ensure that

the messages are accessible to all.

*National Council on Disability at “Effective Communications for People with Disabilities: Before, During, and

After Emergencies”. Page 45: Accessibility solutions; page 104: Table 9. Methods of Receiving and Verifying Alerts;

page 148: Emerging Practice: Captioned Radio

*National Council on Disability. “Effective Communications for People with Disabilities: Before, During, and After

Emergencies”. Page 45: Accessibility solutions; page 104: Table 9. Methods of Receiving and Verifying Alerts

*Microsoft: Make your Outlook email accessible to people with disabilities

*UK Government Digital Service. Social Media Playbook - Accessibility

h. Websites providing COVID-19 and related information to reduce global /regional or

national contamination must be previously tested for accessibility

to ensure that

persons with disabilities do not face barriers in accessing the important information

shared on the website. All related digital documents (word, PDF) provided through

website may be accessible/unusable by persons using screen readers if they are in

formats that cannot be read aloud, such as JPEG files or inaccessible image-based

PDFs (e.g. scanned images).

On the other hand, images and graphics are excellent ways to depict content for

people with cognitive disabilities, or people with linguistic differences; however,

these must be supplemented with textual information to ensure that persons with

visual impairments using voice or braille display output screen reading software are

able to receive and understand the information. Links to external websites should be

descriptive. Every element of the website should be accessible via the keyboard for

persons that do not use a mouse.

For additional ITU resources to support digital inclusion please see at: ITU-D Digital Inclusion

These guidelines are non-exhaustive

*The standard to ensure Web Content Accessibility being the WCAG 2.1

*W3C Web Accessibility Initiative tutorials

* Not an ITU resource: All information on these sites is provided in good faith, however we make no

representation, promotion or warranty of any kind, express or implied regarding the accuracy, adequacy, validity,

reliability, availability or completeness of the information provided by these external sites.