Federal institutions are not adequately meeting the needs of Canadians who are print-disabled due to a vision impairment when it comes to providing them with publications from the Government. Testing of the availability and quality of alternative formats offered by federal institutions indicated that, more often than not, citizens trying to order a print publication in an alternative format, such as Braille or audio, will have unmet needs.

The goal of the review was to provide objective baseline data on the availability, accessibility, effectiveness and quality of documents in alternative formats as provided by federal institutions, and to make recommendations for improving the provision and quality of documents in alternative formats for people who are blind, deaf-blind or visually impaired. To this end, blind consultants ordered one document in an alternative format from the online publication lists of each of 50 federal institutions. They recorded their interactions and observations, and they rated the quality of the alternative format. They also provided background information and formulated recommendations.

The Government of Canada is increasingly seeking the views and participation of Canadians in the development and delivery of policies and programs. Engaged citizens read pertinent information on federal websites and they order print copies of publications and brochures. People who are print-disabled are at a serious disadvantage because not all government publications are available in alternative formats, such as Braille or audio. The findings of this review show that the process of ordering a publication in an alternative format can be frustrating, and that people who are print-disabled have less than a 50/50 chance of obtaining the desired publication in a timely manner. Indeed, out of 50 publications requested in an alternative format, only 22 were received within a reasonable time. Moreover, the quality of these alternative publications was often unsatisfactory.

Documents Ordered and Received

Based on the findings of this study and on expert advice received from consultants, there appear to be four main reasons for the current situation:

• a lack of awareness of the needs and format requirements of print-disabled people;
• a lack of internal policies and procedures concerning the provision of publications in alternative formats, or lack of promotion of these to the publications staff;
• insufficient funds allocated to the production of publications in alternative formats; and
• a lack of proper personnel training in the provision of publications in alternative formats.

Action is required to redress this situation.

Recommendations
Following are the key recommendations of this study.

1. Provide equal access: All federal institutions that produce publications for public consumption should ensure that their services are accessible, in both official languages, to persons who are print-disabled, by making their publications available in alternative formats.
2. Develop and promote procedures regarding the provision of publications in alternative formats: Each federal institution should develop and promote an internal policy on the provision of publications in alternative formats. This policy should include specific reference to the duty to accommodate short of undue hardship under the Canadian Human Rights Act. This policy should also instruct publications and communications branches to allocate a portion of a publication’s budget to the production of the text in alternative formats when this publication is intended for the general public.
3. Develop standards regarding the quality of alternative formats: Federal institutions should develop standards regarding the quality of publications in alternative formats, and ensure that the companies or individuals selected to produce publications in alternative formats adhere to these standards. In addition, qualified proofreaders should verify the quality and accuracy of their publications in alternative formats.
4. Simplify the process for ordering publications in alternative formats: The Government of Canada should simplify the process for ordering publications in alternative formats to better cater to Canadians with special communications needs. This could be done through a central service, such as 1-800-OCanada.
5. Provide training and awareness sessions to publications officers: Federal institutions should ensure that employees dealing directly with the public, such as those who handle orders for publications from members of the public, receive adequate awareness training on the needs of people who are print-disabled, on the alternative formats available, and on relevant departmental or governmental policies and guidelines. Training ought to be frequent, cyclical and incorporated into the culture of workplaces.
6. Consult with experts: In developing policies, procedures and guidelines, and in purchasing equipment, federal institutions should consult experts and stakeholders who manage or provide advice on issues pertaining to people who are print-disabled.