Infographic: Communicating with disabled customers

03 December 2014

Join our workshop on 26 February in London to learn simple strategies and tools for ensuring that communications are accessible for disabled employees and customers.  

The infographic below provides insight into the dos and don'ts of creating accessible communications for your customers. Incorporate the tips below into your organisation's brand and communications guidelines, and you're one step closer to creating communications that are more accessible to everyone. Business Disability Forum members can access free resources on accessible communications on our Disability Standard website.

Click here to view our other infographic, 'Disabled customers in the United Kingdom'.

To download the entire infographic as one image for sharing, please click here

The following infographic is accessible and should work with all screen readers. Please contact us with any feedback if you have trouble accessing this infographic by emailing

Title of infographic: Communicating with disabled customers.
Depending on the type if impairment or condition a disabled person has, they will have a different set of needs when it comes to communications.
Graph showing type of disability by total number in the UK: 10 million, hearing impairment. 6 point 4 million, Dyslexia. 3 point 2 million, colour blindness. 2 million, Vision impairment.
Solutions to aid communication with people that have:
Dyslexia: Accessibility software and copies of written material in advance of meetings and events. Visual impairment: Screen readers, Braille communications and audio channels.
Hearing impairment: Subtitles, transcripts of audio material and access to a British Sign Language interpreter. Colour blindness: Accessible website with option of toggling font and background colours and accessibility software.
The dos and don'ts: Using text, images and colour in your communications.
Do use:
Do use sans serif fonts such as Arial, Calibri and Candara. Do use sentence case, not title case.
Do use bold text when emphasising words, instead of using colour, italics or underline. Do use a minimum of twelve point font or fourteen point font for Easy Read.
Do use clear headings and sub headings in all communications, not just reports. Do use left-aligned text.
Most importantly - always write in plain English.
Don't use:
Don't use serif fonts or hard to read fonts. Don't use cursive script or joined-up writing.
Don't use small print, not even when publishing fine print details like terms and conditions. Don't use upper case. Using upper case can cause problems with screen readers.
Don't use text speak, too many abbreviations, or too many hashtags on social media. Don't use images that rely on colour for meaning.
Don't use negative images of disability. An example would be an image of a wheelchair user sitting outside a group. Don't use text over images.
Produced December 2014. Follow us on Twitter: @disabilitysmart.



  • Business Disability Forum, 'Top tips for accessible communications':
  • RNIB, Key information and statistics:
  • NHS, Dyslexia:
  • Action on Hearing Loss, 'Statistics':
  • Color Blind Awareness, 'Colour Blindness':


Produced December 2014

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