Making events accessible
Planning the event: Telephone contact
Many people who use services, for different reasons, will prefer to phone and speak to someone to get answers to their questions about the event. It is important that whoever answers the phone is polite, helpful and professional.
- If you have difficulty understanding a person on the telephone, ask if they would prefer to use email. Clarify what people want using questions that need simple answers. Repeat back what they say and wait for them to confirm. Never agree to something when you are not certain what the caller has said.
- Avoid taped telephone information if possible, as people find it easier to use a personal service.
- Some people prefer to text. If you receive a text, reply by text if possible.
- Some people use Minicoms or textphones. These allow the person to have a conversation with another person or organisation using text rather than speech.
- If you cannot access a textphone you can use the Typetalk service) to hold text conversations. When you have someone’s contact details it can be useful to confirm details from a telephone call in writing.