Who Should You Assign as Your Web Accessibility Advocate?

The responsibility for addressing web accessibility requests from customers may vary based on the size of your organization, the nature of the request, and the available resources. Ultimately, it may require a team effort.

You must acknowledge and resolve all customer accessibility requests. Plus, they’re an opportunity to continually improve your company’s commitment to providing an inclusive digital experience for all users.

Here are some potential ways to assign your web accessibility advocate:

Internal Dedicated Accessibility Coordinator

If your company already has a dedicated accessibility coordinator, they should be the primary point of contact for responding to customer web accessibility requests. Companies often assign this role as another hat to someone who works directly with users. Regardless, this person should have the expertise to address accessibility concerns promptly and effectively.

Customer Support or Help Desk Team Members

Your customer support or help desk team members can handle initial customer accessibility inquiries. They can triage requests and direct them to the appropriate department or individual for further assistance. However, setting timely expectations and ensuring the user feels seen are key if this route is taken. No one wants to feel like they’re just being handed off.

Web Development or Design Team Lead

If your company has an internal web development or design team, the team lead can be designated as the point person for accessibility requests. They should understand how to address accessibility issues and coordinate with other team members to resolve them.

External Accessibility Specialist or Consultant

If your organization works with an external accessibility specialist or consultant, they can be the main contact for customer accessibility requests. This expert can provide guidance and support in addressing customer concerns.

Dedicated Email Address or Form

Consider creating a dedicated email address or web form specifically for accessibility inquiries. Ensure that a team member is responsible for this address or form and that all requests route to the appropriate party for a timely response. This can also be especially useful if a team member is away on vacation or leave.

Conclusion

Regardless of who responds to requests, it is crucial to have a clear and public process for handling inquiries. State your commitment to addressing accessibility concerns promptly and thoroughly. Reassure the customer that you take their concerns seriously and will take care of them.

Accessible Web RAMP includes a quick and easy Accessibiliy Advocate assigning process that syncs up with our greater compliance features.