Accessibility Scenarios
Below you will find escalation information regarding accessibility scenarios.
Client expresses that they were told to make changes to their course regarding accommodations, and they are refusing to make those changes.
Questions to Ask the Client:
- Is this accessibility issue related to an accommodation notice?
- Discuss student success and its relationship with accessibility with the client.
- Offer resources on accessibility to the client (see Helpful Documents)
Client refused to make changes to a course regarding an accommodation notice for a student OR is a Non-Credit or ProS Course
After the meeting, inform the manager or principal of a compliance issue.
Document clearly in the ServiceNow Work Notes. Add screenshots and detailed description.
(If client is receptive) Offer Canvas Courses for the client to explore accessibility and the importance of it (see Helpful Documents)
Client refused to make changes to a course regarding general recommendations made by other faculty or other IDs to increase accessibility in their course
Document clearly in the ServiceNow Work Notes. Add screenshots and detailed description (if necessary).
(If client is receptive) Offer Canvas Courses for the client to explore accessibility and the importance of it (see Helpful Documents).
If the accessibility issues are significantly affected student success, we may consider getting Michael Mace invloved. Please reach out to Renee/Murday to determine the best course of action for your specific scenario.
Helpful Documents:
Specific Examples:
Enhancing general course accessibility
Questions to Ask the Client:
- How much do you know about accessibility? Have you heard of Ally?
- Is this a For-Credit, Non-Credit, OCAP, or ProS course?
- Discuss student success and its relationship with accessibility with the client.
- Offer resources on accessibility to the client (see Helpful Documents)
- If faculty are really interested, have them reach out to Cailtlin for more information
If this is a For-Credit and/or OCAP Course
Focus on the most important issues that you can fix during your time with the client.
Explain to the client why accessibility within a course is important.Ask yourself “is the issue getting in the way of student success/access within the course?”
Give the client resources on accessibility (see helpful docs) and explain Ally and how it works.
If this is not the main reason for the call with the client, do not worry about every accessibility issue. Do not overwhelm the client with requested changes.
If this is a Non-Credit Course
This is a compliance issue. All accessibility issues need to be addressed.
Work with the client to address the needed changes. If the client is refusing to make changes, inform the manager or principal of the compliance issue.
We are showing the client how to make the needed changes, not doing it for them. If they need extended time with us, you can continue booking with them until the issues are all fixed, or schedule a time to continue.
If this is a ProS Course
This is top priority. This is a compliance issue
We will help the client make all the necessary changes to the course, or we will take detailed notes and delegate to an assistant or associate ID (Rin, for example) who has capacity.
eDS is doing the work for the client, as well as sharing helpful documents on how to do it themselves.
These issues may be present in the archetype course. Please let Renee/Murday know about this issue so we can determine what needs to be done.
Helpful Documents:
- Quick Reference Guide
- Accessibility Resources for Client:
- Assistive Technology & Accessibility Centers (ATAC)
- Caitlin Malone
- Check Accessibility Section in Quick References
- Ally Instructor Guide
Specific Examples:
- Make PowerPoint presenter notes disappear to upload for students (more accessible than a PDF).How to Delete All Notes in PowerPoints
- Make PDFs more accessible:
- Showing a client how to use Ally to improve accessibility in their course.Ally Instructor Guide
Client asks about Captioning
Questions to Ask the Client:
- Is this for a student accommodation request?
- How soon do you need this completed?
- Is this a ProS course?
- Do you have time to edit the captions by hand?
- Does your department have money for professional captioning, or do you just want general generated closed captioning?
For student-requested accommodations & professional captioning
We do not fulfill accommodation requests for professional captioning for videos. We can help the client get in contact with the correct team to help them.
Refer Accommodations to ATAC – who should have already reached out to the client if they had a student request
Explain to the client that they need to talk to their dean/department about getting funds for professional captions.
For auto-generated captions and/or editing those captions by hand.
We can show them how to accomplish this task! See the KB documents in the “Helpful Documents” section.
Helpful Documents:
- ATAC Service Catalop
- Auto-Generated, Hand-Typed Captions:
- Professional Captions:
Specific Examples:
- Client wants auto-generated captions for their lecture recording they are posting for their online course
- Client got professional captions done for them, but they cannot figure out how to upload those captions to the video
- Client made a ProS intro-video, but wants it to have auto-generated captions for students
- Client had a student reach out and ask why there are not captions on their videos and if it would be possible to enable captions
Feedback/Errata