Sequel 6 - Spring 2002
Equipment in the spotlight
TextDirect - solving some problems
Making mobiles more accessible
BT's sponsorship
NHS Direct
'Way Cool Relay'
Text takes off - on mobiles
SMS to a fixed line phone
RAC emergency number
New NDCS helpline number
Comms equipment in hospitals
Blue Ear meets Bluetooth
Parents of deaf children - are you being served?
Equipment in the spotlight
The provision of equipment for deaf and disabled people is vital to enable them to reach their full potential, but two recent reports have highlighted problems in current provision.
Last year, an Audit Commission report, Fully Equipped, said that although equipment services provide a gateway to independence and self-esteem for older and disabled people, the quality of services in many places is "unacceptable ... a recipe for inequality and inefficiency ... and [needs] urgent action to improve standards and provide a fairer service".
Deaf people have particular problems, said the Audit Commission, because they tend to be referred down a "health" route and miss opportunities offered by assistive listening devices. To make matters worse, many social service authorities limit provision to people who are profoundly deaf even though many others, especially older people, could benefit.
The Audit Commission called for integration of services and budgets between audiology and social services to enable a proper assessment of individuals' needs and make best use of resources.
Meanwhile, a report issued in March sets out standards that social services should strive for in meeting deaf children's needs for equipment - including telecoms devices. The report, Deaf Children: Positive Practice Standards in Social Services, should carry particular weight as it has been jointly published by deaf organisations, the Association of Directors of Social Services and the Local Government Association.
The Deaf Children report notes that deaf primary school children might need textphones, amplified telephones and faxes. Secondary school children might also need mobile phones (with appropriate adaptations) to promote "safe independence". Video-phones are noted in the context of information services. The report also sets out a checklist for parents about what they should expect from social services in terms of equipment for deaf children (see below).
Deaf Children: Positive Practice Standards in Social Services
is available from NDCS 0808 800 8880 (voice & text).
Fully Equipped can be viewed at
www.audit-commission.gov.uk/publications/brdiseq. shtml
TextDirect - solving some problems
Since the introduction of BT TextDirect last July there have been a number of teething problems and unexpected difficulties that have shaken people's confidence in the service. So if you have been experiencing any difficulty, below are some hints and explanations.
More than 20% of calls to Typetalk are still being dialled via the 0800 number instead of through the TextDirect prefix (18001 for deaf people, 18002 for hearing people). The 0800 number will be withdrawn at some point, and callers are advised to start using the BT TextDirect prefix as soon as possible. However, at present some calls (eg from mobile phones) cannot use the TextDirect prefix. BT acknowledges this and has assured TAG that no-one will be left without access and alternatives to 0800 are being discussed. Typetalk is currently undertaking a survey of people who are continuing to use 0800 to understand why they are not using 18001/2.
Relay operators are still coming into text-to-text calls made through TextDirect. BT acknowledges that customers would like an option to ensure that an operator would not be involved in text to text calls and has suggested a solution that is being discussed with TAG. TAG's preference is for a separate prefix, but that would have to be issued by Oftel.
Some people think that they are not receiving the full rebate for calls made through TextDirect. In fact, rebates only apply when the minimum call charge is exceeded - but the rebate is then applied at 60% for the text portion of the whole call.
Some people have problems reading messages sent from text answering machines. This probably arises because of the way the text answering machine has been set up. Fortunately, the solution is usually quite simple: on some text machines you have an option to turn off the voice message. This ensures a quicker connection (because there is no voice) and an uninterrupted text message. Alternatively, count up to 10 seconds before starting your standard answerphone message.
Some voice users haven't been able to dial 18002 through their switchboard. Some switchboards prevent employees dialling "1" (usually to stop employees dialling numbers like 192, 100). Where this is a problem try asking the communications manager to contact the switchboard supplier to see how access to 18002 can be unblocked.
Jerky flow of text is still causing difficulties especially for visually impaired users. This is being investigated. If you have these problems, please contact:
- helpdesk 18001 0800 500 888
- or email helpline@rnid-typetalk.org.uk
Mobile phone operators are not going to be required to meet the needs of deaf and disabled people in the same way as fixed line operators. Instead of Oftel's Universal Service Obligation (which required fixed line operators to provide facilities such as a relay service and discounts for text users), it seems that mobile phone operators will only need to produce a Code of Practice. According to Oftel, a draft Code will be available in June 2002 and will be "exposed to the widest possible consultation".
BT's sponsorship
Thanks to BT's sponsorship of Sequel this year, you can expect to see Sequel appearing more regularly.
NHS Direct
A single national textphone number 0845 6064647 now connects deaf people to NHS Direct.
They can communicate directly with NHS Direct nurses trained to meet the needs of textphone users.
'Way Cool Relay Deaf Americans can now access their relay service via the Internet. It's run by MCI and called "Way Cool Relay".
Text takes off - on mobiles
Hearing people have taken to text in a big way using their mobile phones. Over one million text messages are sent every hour by people in the UK using SMS (Short Messaging Service) on mobiles. Why have hearing people taken to text so readily? And what do deaf people make of it?
Text messaging on mobiles was introduced in 1995 as a way of allowing telephone networks to send service messages to their subscribers. Over the past couple of years, texting has taken off across the globe and it is estimated that 70% of mobile users now use it.
Why is it so popular? Messages have to be short - less than 160 characters - so despite the dexterity needed to use the keypad, text messaging can be short and sweet (or sharp!). Grammar and spelling aren't so important. You rarely if ever get an engaged tone and you can send and receive messages simultaneously. Some people think of texting as a more polite way of using mobile phones - text messages can be received more discreetly than having to interrupt someone with the brash ringing of their phone. Although some people may think text messages are free, they usually cost between 4p and 12p each. Fortunately, some packages now offer a limited number of text messages free.
Who uses text? It's not just a young person's thing. The BBC says that 80% of 15 to 24 year olds use SMS daily - and a lot of the content is about matters of the heart ... A record 57.5 million text messages were sent by Britons on Valentine's Day in 2002. Business executives also use text messaging - 80% of them according to a recent survey.
When is the most popular texting time? Text really takes off between 10.30pm and 11pm, just as the pubs close.
But what is happening in the deaf world? Of course, deaf people are taking to SMS as well - but sometimes the costs can be off-putting.
"Nobody really knows the extent of deaf children's usage of mobile phones and SMS," said Richard Vaughan, Technology Services Manager at the National Deaf Children's Society. "However, comments from NDCS members suggest that it is rapidly becoming the most popular way for families to keep in contact while on the move and for children to chat to their friends."
Ruth Myers, Chair of TAG advises deaf text users to shop around: "Some mobile operators are offering special text packages and some are specifically targeted to deaf people. The situation is changing quickly, so deaf people should keep an eye open for the best deals."
SMS to a fixed line phone
BT is introducing the first fixed line phone capable of receiving and sending text messages to and from mobile phones.
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RAC emergency number The RAC now has an SMS number for emergency rescue:
07855 82 82 82
New NDCS helpline number
New NDCS Freephone Helpline number: 0808 800 8880 (voice & text).
Comms equipment in hospitals
Hearing Concern wants to hear from anyone who has experienced difficulty with any communication facility in hospital - and the name of the hospital involved.
The health service is now employing contractors to provide communication equipment in hospitals - everything from telephones to televisions. Hearing Concern wants to know if these devices are accessible to hard of hearing people - do the telephones have inductive couplers; do the televisions have subtitles? Hearing Concern is also asking if the contract with suppliers requires them to ensure that the communication devices are accessible. Contact Jack Sandover
Telecoms Committee, Hearing Concern,
7-11 Armstrong Road, London W3 7JL
Blue Ear meets Bluetooth
Bluetooth, the standard to enable seamless links between mobile computers, mobile phones, portable handheld devices, and connections to the Internet - all without wires - has a Blue Ear counterpart.
The European Blue Ear project aims to ensure that assistive listening devices for deaf and hard of hearing people are compatible with Bluetooth equipment.
The Project has already shown the first mock-ups of Blue Ear equipment to workshops in the UK, Sweden and the Netherlands.
Blue Ear equipment is likely to include a personal unit, a Bluetooth transceiver, a built-in microphone and connection for neckloop.
Parents of deaf children - are you being served?
The report Deaf Children: Positive Practice Standards in Social Services by deaf organisations, the Association of Directors of Social Services and the Local Government Association sets out a checklist for parents of deaf children (main story above). Ask yourself these questions.
- Has your family had any assessment of your equipment needs?
- Has assessment been provided swiftly on request?
- Have you had full information on the kinds of equipment available?
- Has the equipment been delivered and installed quickly?
- Did you and your child get any help or training in its use?
- As your child grows up, has the equipment been adapted or changed to enable greater independence?
- How much information and advice were you given about other technological devices, which you might consider purchasing independently, that enable greater quality of life for your family?
- Is there continuity in equipment use between school and home?
- For example, can equipment be taken home at weekends or over holiday periods?