Q: I have a mobile device that I use a great deal both in my personal and professional life.  Some of the utilities and functionality I can use just fine, but several of the downloadable applications do not work for PWD at all. Who is responsible for making sure these applications are accessible? Is anyone working on this stuff?  What can I do to help?

A: This is a really good question: who is responsible for accessibility. With more and more wireless devices available on which a person can add a utility, such as a calendar planner or budgeting tool, or the device came with a “widget,” such as a tip calculator or Global Clock, where does the user turn for answers to accessibility questions when there is a barrier to access?

In many cases, exactly who is responsible for the accessibility and usability might not be really clear. The general rule is to go to the source for the device, that is, follow the money. For instance, if the wireless device was provided by an employer so you can do your job, you probably want to talk to the employer first and let them know about the barriers to access you are experiencing.  There are two reasons for this; one is that you might not be able to do some of your essential job functions, and you want your employer to know why this is the case and to avoid a bad job review, hopefully. Secondly, your employer may have other device models available that are more accessible or more usable, and you may be able to use one of those.

More typically, however, the user is expected to work toward resolving the problem. In this case, as the user of a mobile device that came with a utility or widget included, it is best to first ask whoever receives the monthly payment, such as the wireless service provider. While they may not be able to resolve the concern, they should know about the concern from the user, and they should point or refer the user to the device manufacturer or app developer for more technical support. Writing up a good description of the problem will also help, as it sometimes takes people time to understand exactly what and how the barrier to access works. This path may lead to a resolution of some sort.

If the utility or device was downloaded by the user from an “app store” either for free or purchased, then the user should go to that entity – the app store – for help with accessibility concerns.  In many cases, there will not be a solution, as – you guessed it—the app developer or the service provider who allows the app on their network did not ensure accessibility or usability.

Ideally, every app and feature and function should have been designed, developed and fabricated with the full range of users’ concerns in mind, and this includes users with sensory disabilities such as vision or hearing loss.  There are some app developers working on this and some services providers who do lean on developers to ensure accessibility and usability, but the reality is that this doesn’t always happen unless consumers demand it, make their concerns known and otherwise raise the issue to greater visibility. In fact, raising this concern at app developer conferences is probably right where we are right now with this, as developers come from many different fields.  However, since apps are “problem solutions,” it is likely we’ll see apps that lead to more accessibility and usability and more general apps that are accessible and usable as time passes.

To help companies with these concerns, the user with disabilities can contact a company, preferably someone on an accessibility team who is focused on these concerns. They may be looking for consumer experiences of the product and may need your input. To find these individuals the starting point might be the list of companies and Points of Contact (people) that the Federal Communication Commission (FCC) maintains under its Section 255 rules. Section 255 of the Communications Act requires manufacturers and services providers to design for accessibility, if readily achievable. One Section 255 regulatory requirement is for a Point of Contact at these companies for accessibility concerns.
Manufacturers at http://www.fcc.gov/cgb/dro/section255_manu.html Services providers, including Hearing Aid Compatibility (HAC) and Voice Over Internet Protocol (VOIP) providers at http://www.fcc.gov/cgb/dro/service_providers.html

For wireless devices – if contacting the service provider or the app provider or the manufacturer of the device leads to no resolution – the user should file an informal complaint at the FCC, the agency who regulates the wireless industry. Such complaints will bring to the regulators’ attention these types of concerns and in some cases may lead to a resolution.  At least there will be a growing record of these complaints at the regulatory agency that might lead to further action by the agency. Filing online gives you an immediate tracking number and acknowledgement of your complaint. FCC online form is at https://esupport.fcc.gov/sform2000/formC!input.action?form_page=2000C

Another alternative is to contact the Rehabilitation Engineering Research Center for Wireless Technologies (“Wireless RERC”) to see if they have uncovered some solutions or have ideas on how to resolve the concern. This is the federally funded research initiative on wireless technology for people with disabilities, headquartered at the Shepherd Center in Atlanta, in partnership with the Georgia Institute of Technology: http://www.wirelessrerc.org/.  They work with many wireless companies to bring about change, and apps are a focus for them.

We can also start generating a lot more discussion ourselves about this topic – accessibility of apps – and creating lists of apps that we like that are not accessible and publicizing information about their accessibility and usability.