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How companies engage customers around accessibility on social media

Published: 20 October 2014 Publication History

Abstract

Social media offers a targeted way for mainstream technology companies to communicate with people with disabilities about the accessibility problems that they face. While companies have started to engage with users on social media about accessibility, they differ greatly in terms of their approach and how well they support the ways in which their users want to engage. In this paper, we describe current use patterns of six corporate accessibility teams and their users on Twitter, and present an analysis of these interactions. We find that while many users want to interact directly with companies about accessibility, companies prefer to redirect them to other channels and use Twitter for broadcast messages promoting their accessibility work instead. Our analysis demonstrates that users want to use social media to become part of the process of improving accessibility of mainstream technology, and suggests the extent to which a company is able to leverage this input depends greatly on how they choose to present themselves and interact on social media.

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Cited By

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  • (2022)Accessibility-Related Publication Distribution in HCI Based on a Meta-AnalysisExtended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491101.3519701(1-28)Online publication date: 27-Apr-2022
  • (2020)Disability and the COVID-19 PandemicProceedings of the 22nd International ACM SIGACCESS Conference on Computers and Accessibility10.1145/3373625.3417023(1-14)Online publication date: 26-Oct-2020
  • (2017)The Effects of "Not Knowing What You Don't Know" on Web Accessibility for Blind Web UsersProceedings of the 19th International ACM SIGACCESS Conference on Computers and Accessibility10.1145/3132525.3132533(101-109)Online publication date: 19-Oct-2017
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Published In

cover image ACM Conferences
ASSETS '14: Proceedings of the 16th international ACM SIGACCESS conference on Computers & accessibility
October 2014
378 pages
ISBN:9781450327206
DOI:10.1145/2661334
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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Publication History

Published: 20 October 2014

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Author Tags

  1. accessibility
  2. corporations
  3. social media
  4. twitter

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ASSETS '14 Paper Acceptance Rate 29 of 106 submissions, 27%;
Overall Acceptance Rate 436 of 1,556 submissions, 28%

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Cited By

View all
  • (2022)Accessibility-Related Publication Distribution in HCI Based on a Meta-AnalysisExtended Abstracts of the 2022 CHI Conference on Human Factors in Computing Systems10.1145/3491101.3519701(1-28)Online publication date: 27-Apr-2022
  • (2020)Disability and the COVID-19 PandemicProceedings of the 22nd International ACM SIGACCESS Conference on Computers and Accessibility10.1145/3373625.3417023(1-14)Online publication date: 26-Oct-2020
  • (2017)The Effects of "Not Knowing What You Don't Know" on Web Accessibility for Blind Web UsersProceedings of the 19th International ACM SIGACCESS Conference on Computers and Accessibility10.1145/3132525.3132533(101-109)Online publication date: 19-Oct-2017
  • (2017)Towards Human Smart CitiesComputing10.1007/s00607-016-0529-299:1(107-126)Online publication date: 1-Jan-2017
  • (2015)CANProceedings of the 12th International Web for All Conference10.1145/2745555.2746651(1-10)Online publication date: 18-May-2015

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