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How can you format emails to be more accessible for people who are deaf or hard of hearing?

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Email is a common and convenient way of communicating with customers, but it can also pose some challenges for people who are deaf or hard of hearing. If you want to make your emails more accessible and inclusive for this audience, you need to pay attention to how you format your messages. Here are some tips to help you improve your email etiquette and accessibility.

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1 Use clear and concise language

One of the most important aspects of writing accessible emails is to use clear and concise language. Avoid jargon, slang, idioms, and abbreviations that might confuse or mislead your readers. Use short sentences and paragraphs, and break up your text with headings, bullet points, and white space. Use plain fonts and colors that are easy to read. If you need to use acronyms or technical terms, explain them the first time you use them. Also, make sure to proofread your emails for spelling and grammar errors, as they can affect the clarity and professionalism of your messages.

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Jamie L. D.

FPC and HRM Certified
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For those who are deaf or hard of hearing, it's important to remember to utilize expressive words and emphasis in the context in the email. They do not hear, so they must be able to read the "tone". I remember people who are hard of hearing having told me they don't like to see robotic emails... they have no emotion, no tone. Therefore, putting warm undertones in the email, as well as expressing other emotion, will help the customer build an interpersonal relationship with you.

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2 Provide alternative text for images

Images can enhance your emails, but they can also create barriers for people who use screen readers or other assistive devices. Screen readers are software programs that convert text and images into speech or braille, and they rely on alternative text to describe the content and function of images. Alternative text is a short and descriptive text that appears when an image cannot be displayed or accessed. To add alternative text to your images, you can use the alt attribute in HTML, or the built-in features of your email client or platform. For example, in Gmail, you can right-click on an image, select "Alt text", and enter your description. Make sure your alternative text is relevant, informative, and concise.

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Jamie L. D.

FPC and HRM Certified
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Screen readers serve the blind because they read aloud the written content; and braille is for the blind as well. For the hard of hearing, emails or any other visual form of communication should be utilized. Images like emojis and other photos (for instructions as well) should also be considered. You want to accommodate the customer as much as you can. Ask for feedback to confirm if they understood the visual communications.

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3 Include captions or transcripts for audio and video

Audio and video content can also enrich your emails, but they can also exclude people who are deaf or hard of hearing. To make your audio and video content accessible, you need to provide captions or transcripts that convey the spoken words, sounds, and non-verbal cues of the content. Captions are text overlays that appear on the screen, while transcripts are text documents that accompany the content. You can use online tools or services to generate captions or transcripts, or you can create them manually. For example, in YouTube, you can use the automatic captioning feature, or you can upload your own captions or transcripts. Make sure your captions or transcripts are accurate, synchronized, and complete.

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4 Use descriptive links and attachments

Links and attachments are common elements of emails, but they can also create confusion or frustration for people who are deaf or hard of hearing. To make your links and attachments accessible, you need to use descriptive and meaningful text that indicates the purpose and destination of the link or attachment. Avoid using vague or generic text, such as "click here" or "download this", as they do not provide enough information for your readers. Instead, use text that describes the content or action of the link or attachment, such as "view our latest newsletter" or "download the invoice". Also, make sure to indicate the format and size of the attachment, such as "PDF, 2 MB", so that your readers can prepare for the download.

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5 Provide multiple ways of contact

Finally, to make your emails more accessible and inclusive for people who are deaf or hard of hearing, you need to provide multiple ways of contact. Do not assume that your readers can or want to use the phone or voice mail to communicate with you. Instead, offer them different options, such as email, chat, text, video call, or relay service. Relay service is a service that allows people who are deaf or hard of hearing to communicate with people who are hearing through an interpreter or a device. To use relay service, you need to provide your phone number and the relay service number. Also, make sure to ask your readers for their preferred method of contact, and respect their choice.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you format emails to be more accessible for people who are deaf or hard of hearing?

1

2

3

4

5

6

1 Use clear and concise language

2 Provide alternative text for images

3 Include captions or transcripts for audio and video

4 Use descriptive links and attachments

5 Provide multiple ways of contact

6 Here’s what else to consider

Customer Service

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How can you format emails to be more accessible for people who are deaf or hard of hearing?

1

2

3

4

5

6

1 Use clear and concise language

2 Provide alternative text for images

3 Include captions or transcripts for audio and video

4 Use descriptive links and attachments

5 Provide multiple ways of contact

6 Here’s what else to consider

Customer Service

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