A5.1 As a guide to the research a framework or model of
the nature of interactions between Deaf and hearing was
constructed. This was the guidance for the starter
questions in the semi-structured interviews and latterly in
the group interviews. By way of summary, it is worth
re-examining and amending the predictions in these
scenarios.
| Examples | Responses from Deaf people in the
Interviews |
|---|
Automated services | self service facilities, entry systems with
tickets, public toilets | Generally opposed to use of automated
services. Fear of use and annoyed about
attachment of intercoms to deal with problems.
Prefer to have a person |
|---|
Automated services with text
or auditory interfaces | door entry systems, public information
kiosks eg career/job | Annoying. In the case of going to a friend's
house,
SMS or fax in advance to
agree time of arrival. Alternatively, press
buttons and gain access through hearing people.
Deaf people request video access systems in
order to improve circumstances |
|---|
Staffed Services |
|---|
Staffed public desks | Receptionists, sales counters, Council
offices | Considerable anxiety; prefer private room.
Try to use pen and paper - resistance from
hearing. Embarrassment in public queues. Try to
take a hearing friend or relation. |
|---|
Service visitors to the
home | Council representatives, plumbers, gas
etc | Little or no communication is the
expectation; Deaf very unhappy about this;
watch the service personnel throughout; try to
arrange a hearing friend or relative to be
present. Frustration at lack of
explanation. |
|---|
One to one brief
transactions | Doctor, nurse, police | Medical personnel problematic - yet Deaf
often accept gesture or clear lip-speaking. Use
relatives. Writing down may work but is thought
to be usually unsatisfactory. Usually prefer
not to use hearing relatives. |
|---|
One to one longer
transactions | Appointments, solicitor, councillor,
MSP, job related | Use of interpreter is desired, if available,
or a family member. Many instances of bad
experience. |
|---|
Waiting areas for service | All benefit agencies, housing departments,
waiting rooms | Typically no visual alerts; many horror
stories; creates additional stress. Bring
hearing person if possible. |
|---|
Deaf in hearing
environment | Public gatherings, meetings, conferences,
courses | Severe isolation is the norm. Deaf left
behind while hearing go to meetings. Bad
experiences at work. |
|---|
Staffed Service in
general | Any of the above or where a query is
involved | Police contact generally problematic.
Feelings of being left out, last to know,
hearing dealt with first. No emergency
interpreters |
|---|
Remote Services |
|---|
Telephone | All emergency, appointments, information
hotlines | Feeling of no access; use a proxy - call "on
behalf of" Deaf person; use of text relay
service disliked. Occasional success through
live minicom. Dislike of automated answer
services although not understood. |
|---|
Fax or faxback | Most non-emergencies have possibility to
fax | Fax to other Deaf OK - fax to hearing
requires preparation - many self conscious of
English. Young do not use fax. |
|---|
Mobile text messaging | Increase in services available through
GPRS - all text | The favoured format especially for young
people. Very happy with possibilities to send
text messages even on islands. Want greater use
of this medium by public services. |
|---|
Internet | Vast text information data base. Government
policies dictate the use of the Internet | Younger people use more. Deaf are favourable
to this medium. Obstacles in extent of English
text. Want more
BSL on Internet. |
|---|
Live media: Television,
Radio | subtitled and signed programmes | Deaf presenters in Scottish sign language
preferred. Dislike hearing interpreter in 'box'
- not understandable |
|---|
Fixed media: newsletters,
leaflets, video | Video versions of public information | Very few had seen examples. Desirable if up
to date - use of
DVD/
CD suggested. |
|---|
Future information service |
|---|
Videophones | All person to person transactions with or
without interpreter | No experience of use of videophones in
Scotland yet. Some thought it was a good idea.
Awaiting implementation in Scotland. |
|---|
Video server - streaming on
the internet | All information which can be translated to
BSL, can be compressed and
streamed from for example, the Council web
site | Few had seen; demonstration impressed
people. Concern about cost of systems to access
BSL information. |
|---|
Video streaming to mobile
handsets | Emergency/social use at present; possible
with 3G handsets - late 2004 | Interested but no experience |
|---|
A5.2 Many of the predictions in the initial model were
too optimistic. Deaf people's experiences were much more
negative. Predictions on automated services were wrong -
Deaf people dislike them intensely. Impact of video
technology has not yet been seen in Scotland. The overall
picture is of very poor systems for information access.