[access-uk] Re: accessible internet service providers

  • From: "Jackie Cairns" <cairnsplace@xxxxxxx>
  • To: <access-uk@xxxxxxxxxxxxx>
  • Date: Fri, 4 Jan 2008 22:44:09 -0000

Since we started using broadband, we've been with the various guises of Freeserve, Wanadoo and Orange, Telewest, and now Sky. With each, we've been able to access the web-based interface where you can check the status of your modem speed, security settings, etc. Our major stumbling block has been knowing which lights are flashing or are not working on the modem. These are usually the first questions you are asked when you get someone on a help desk. Some people react better than others when we've explained there is no sight in the house at the time of calling. I don't think there is a way round this issue, because even the light probes we have haven't helped sufficiently to be sure. In all the cases where we have had to contact a help desk, the problems have been at their end, or have been issues outwith our control. And when it gets too technical, Jackie beats a hasty retreat to make tea, leaving Ian to sort it out (big smile). 


Jackie
----- Original Message ----- From: "Georgina" <gena@xxxxxxxxxxxxxxx> 
To: <access-uk@xxxxxxxxxxxxx>
Sent: Friday, January 04, 2008 10:32 PM
Subject: [access-uk] Re: accessible internet service providers



Hi

Several thoughts come to mind from reading this post.  Firstly, in many
cases, the terms screen reading software etc are likely to be outside of the 
support desk training.  I'd suggest that questions about whether the WC3
accessibility initiative guidelines have been applied when the user is asked 
to navigate an area of a provider's web site, should be asked.  Many sites
have a page about accessibility.  Still relevant to web sites and provided
software is to ask about what are the user ability features that would be
applied within any heuristic evaluation.  i.e.  What are the means of
navigation how much consistency is there etc.  It's not only screen reader
users that benefit from this practice that has developed from years of
research.  See:

http://www.useit.com/papers/heuristic/

Of course the purchaser has the ability to visit many of the provider's
sites and get a feel for the site.  Because what is explanatory for one
person could be too verbose or complex for another.  There are a number of
features an individual can look for too. Such as the Any Browser, logo and 
the WWW valid xhtml icons.  But these are only guides because sites can
display them then change the site without rechecking the validity. It still 
comes down to personal choice.  But while support is very important in the
beginning, isn't the performance and reliability of the service just as
important?

But with many things, the most effective selling method is that of word of
mouth.  So to ask other users, is the most psychologically persuasive
argument.
Didn't Dolphin set up an ISP? I'm not sure what the situation is with that 
now-a-days.

Gena
-----Original Message-----
From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of 
alex.thynne@xxxxxxxxxxxx
Sent: 04 January 2008 21:14
To: bcab@xxxxxxxxxxxxx; access-uk@xxxxxxxxxxxxx; jaws-uk@xxxxxxxxxxxxx
Subject: [access-uk] accessible internet service providers


Hi all

I'm in a discussion on skype with a couple of my friends, and we were
talking about the lack of knowledge of people in help desks, concerning how to help someone using a screenreader perform tasks on a part of a provider's broadband site. They are frustrated because of the lack of accessibility in 
choosing or managing their various broadband features.

I wonder therefore, why can't some of the technology companies providing
access equipment, or possibly RNIB and any others who would be interested,
in setting up a truly accessible broadband provider.  I imagine that this
would probably involve using someone's network, to do this, and any profits 
could be ploughed back into accessible technology products or services.

I wonder whether anyone has ever thought about this, is it feasible?

Alex
skype name: grytpype2006
windows live messenger name: alex.thynne@xxxxxxxxxxxxx
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