Internet

15. Look at suggestions for making web sites more accessible to low literacy clients as well as those with sight disabilities.
16. Design as well as content has to be considered.
17. The Web Accessibility Initiative of the World Wide Web Consortium (W3C) is a worthwhile site to visit (www.w3.org/WAI/).
18. The W3C has a working group that prepared Web Content Accessibility Guidelines. There are 14 major guidelines for developing a web site for low literacy people and those with disabilities (www.w3.org/WAI/GL/).

Re-arranging office layout

19. Consider having an information person at the entrance to the office who can help direct clients and provide them with information.
20. Make sure there are private areas where clients with low literacy skills can be helped in private.

Staff conduct and training

21. Develop a code of conduct for employees when dealing with low literacy individuals.
22. Train staff to be respectful and accommodating.
23. Make certain staff know how to discover what is being understood by the clients.
24. Involve staff in developing new procedures for dealing with people, for example:
    • make reminder phone calls for appointments or needed documents instead of providing written material
    • read and explain letters and important information
    • do not rely on the client’s ability to understand
    • ask questions to determine understanding, for example, asking clients and participants to restate what they understood you to say
    • make it easy for clients and participants to ask questions
    • consider using a video or audiotape for basic information