The telephone is one of the main tools of our everyday lives. We call our friends, family, doctor, dentist, office, bank, library, the citizen's advice bureau, helplines, our lawyer, transport enquiries, information directories - in fact almost everyone is available at the end of a telephone line.

In our homes the telephone gives easy access to the outside world. For many people it is their main link with others. This is particularly so for disabled and elderly people. However, the telephone can be a barrier to communication if it is difficult to use.

For many - not such an easy tool

Many disabled and elderly people have difficulty using telephones. For example, buttons can be difficult to distinguish and some telephones can be difficult to hold without accidently pressing the keys. The huge range of telephones in all shapes and sizes that come packed with features can also present problems for even the most able user.

ThisWebsite has been produced to show how important it is for telephones to be designed so that they can be used by as many people as possible. In particular, this booklet aims to inform the companies that design, manufacture and sell telephones about the features that elderly and disabled people would find helpful.

The need for a response

This Website is also designed to inform regulators within Europe that if the competitive market does not deliver suitable equipment, the provision of appropriate telephone terminals may have to be underwritten by regulation.

Features that can make all the difference

A typical example of the features outlined in this booklet is dial-out buffer memory. This feature can be very helpful to people who cannot dial quickly. Many elderly people find it difficult to read a telephone number and dial it with speed. With a dial-out buffer memory a person can carefully dial a number at their own speed, read it on a screen to check it is correct and when ready press 'dial'. This Website outlines 44 beneficial features such as this which could be selectively incorporated in domestic telephone terminals. The features are matched against disability groups with an explanation of the way the features can improve access.

The authors wish to encourage manufacturers to make use of this publication when planning their own market surveys so that appropriate questions can be asked. The ultimate aim is to ensure that telephones are designed to be a convenient gateway to communications for as many people as possible.

Cost considerations

Most of the features described in the Website will be seen as desirable options, but for many disabled and elderly people they will be the essential means to enable telephone access. When considering the cost of these features it is necessary to balance cost against desirability.

Disabled and elderly people make up a much larger group of society than many people realise. They are also helped by many friends and relatives who notice how difficult it can be for them to use such basic tools as the telephone. This group in total is a large customer base for telephone suppliers so it is important to maintain goodwill by responding to their needs. This booklet defines cost categories for adding accessibility features. Many of the features can be added at little or no extra cost if included at the design stage.

If legislation drives the provision of telephones which are accessible to disabled people, and the accessibility features have not been built in, replacement of equipment could be expensive and disruptive, particularly for the managers of premises and facilities who are under obligation to comply. For manufacturers, the high cost of retrofits to existing designs will make it wiser to consider accessibility requirements as early as possible.

Good design for disabled people is often good design for everyone