Oral and written communication

• Adopting accessible document design principles, for both structure and layout. There are a number of resources on good practices in this area, including:
  • The guide Communiquer pour tous or the Guide de rédaction pour une information accessible, which cover visual, language, information and structural aspects.
  • The electronic documents section of the Laboratoire de promotion de l’accessibilité du Web of the RAAMM, contains technical explanations for Word, Excel, PowerPoint and PDF.
  • AccessAbility is a practical handbook on accessible graphic design of the Association of Registered Graphic Designers of Ontario.
• Creating a quick reference guide or a template for the creation of accessible documents.
  • eCampus Ontario has designed an editable template with instructions.
  • The Canadian Radio-television and Telecommunications Commission (CRTC) has created a simple quick reference guide aide-mémoire simple for documents.
• Adopting a mechanism to verify the accessibility of all communication media for the public.
  • The Accessibility Checker Vérification de l’accessibilité feature in Microsoft Office is a good place to start for most staff members.
  • The Info Accessible platform provides checklists on its different tabs.
• Adopting standards for subtitling and described video
  • Drawing inspiration from those in force in Canada, from the exemplary described video practices of AMI-télé or from the subtitling guide of TV5.
  • AMI-télé favours integrated described video l’audiodescription intégrée in its original productions, such as Ça me regarde.
• Adopting digital accessibility practices for all information technologies. Consult the Digital communications fact sheet in this guide.
• Training all personnel in good practices regarding the accessibility of electronic documents, principally for Microsoft Office.
• Training the personnel responsible for graphic design in good practices regarding layout accessibility, both for digital and print.
• Committing to systematically publish universally accessible formats or to provide simultaneously a graphic version or alternate version.
  • The Ville de Saint-Bruno has published its universal accessibility policy in three formats from the time of its adoption.
  • The Government of Canada systematically prepares HTML versions of all its publications for the public. The one for the Canadian Dental Care Plan is a good example of this.
• Implementing a clear policy and process for the adaptation of materials in alternate formats.
  • The OPHQ lists these formats: large print, audio, video clip in sign language, braille, digital file, subtitiling, LSQ insert, and described video.
  • The Policy on Accommodating Clients with Disabilities of the Office of the Privacy Commissioner of Canada is a good example.

• Conducting an audit to assess the integration of plain language in your organization.
  • The Canadian Union of Public Employees provides a Clarity Index in its Promoting Clear Communications in Your Municipality guide (PDF, 600 KB).
• Adopting guidelines on using plain language in communications with the public. These could be based on the ISO standard in force or on exemplary practices.
  • The Government of Canada has created a Content Style Guide for the content of its website guide de rédaction pour le contenu de son site Web, while the Government of Québec has a guide titled Principes et recommandations pour une langue administrative de qualité (680 KB).
  • Trucking Human Resources Sector Council Atlantic has created a practical guide for graphic design and plain language conception graphique et le langage clair (PDF, 945 KB). The before-and-after examples are especially instructive.
• Revising inclusive writing practices to take into account the accessibility of certain processes.
  • The Government of Canada also provides guidelines for inclusive writing lignes directrices en matière d’écriture inclusive.
  • Radio-Canada describes its nuanced approach in an editorial éditorial.
• Training the personnel in plain language writing.
• Preparing or promoting a quick reference guide on plain langage for teams.
  • The quick reference guide of Éducaloi, La communication claire : aide-mémoire, may be used as follows:
• Collaborating with a firm specializing in plain language to prepare or revise complex documents, in particular those that include a legal component.
  • The firm En clair presents a number of its offerings on its website, such as a simplified debit card contract or an acknowledgment of receipt letter for a complaint.
• Putting in place a mechanism to validate the legibility of written documents with the persons concerned.
  • The literacy organization La Jarnigoine offers document revision with the help of a committee and a facilitation guide guide d’animation to support independent efforts (PDF, 1001 KB).
• Preparing a document or web page featuring videos or pictograms to clarify certain services or complex steps.
  • Communauto explains how to use its platform with pictures, videos and simple text.
  • The Joe, Jack and John theatre has prepared an accessibility guide in plain language that explains how a play unfolds (PDF, 620 KB).
  • The Ville de Saguenay presents its accessible and adapted services in the guide Guide des services offerts aux personnes handicapées.

The Réseau de transport de la Capitale (RTC) has created a graphic version of its universal accessibility action plan (PDF, 1466 KB), which includes a flow chart (p.22) and a summary of the customer experience (p.14).

• Adopting standardized terminology regarding persons with disabilities.
  • The Government of Canada offers the guide A way with words and images Le pouvoir des mots et des images.
• Putting in place a preferred communication policy, so that individuals may choose the method of communication that suits them (telephone, video relay service, email, chat, or in person). Consult the Customer service fact sheet of this guide.
  • For example, TD Bank has a dedicated phone line for clients who use the video relay service.
  • Vidéotron also offers a free unlimited call assistance service for clients with disabilities.
• Training the customer service staff in inclusive verbal communication.
  • The guide Communiquer pour tous contains clear instructions and a helpful checklist.
• Offering basic sign language courses for welcome staff, with the possibility of in-depth training for volunteers. Consult the Customer service fact sheet of this guide.
• Establishing minimal accessibility requirements for verbal exchanges at gatherings, meetings and events. Consult the Event planning fact sheet.