The world is rapidly changing, and so is the business niche. Think about when the only way to communicate with someone far away was through a handwritten letter or a long-distance phone call with hefty charges. Fast forward to today, and we have instant access to the entire globe through the marvels of the internet and digital technology.

But what happens when this advanced communication landscape encounters the unique needs of individuals with hearing impairments? This is where Video Relay Service (VRS) steps into the spotlight. VRS is more than just a technological solution; it’s a lifeline for the deaf and hard of hearing, bridging the gap between hearing and non-hearing worlds. In this blog, we’ll explore what VRS is, how it works, and why it’s an indispensable tool for businesses in our rapidly evolving world. Read on;

How does VRS work?

VRS is a service that enables deaf and hard-of-hearing individuals to communicate with the hearing world using sign language and an interpreter. Here’s a simplified breakdown of how VRS works:

  • A deaf or hard-of-hearing person initiates a call through a VRS app or device.
  • An American Sign Language (ASL) interpreter appears on the screen via video call.
  • The interpreter relays the conversation between the deaf user and the hearing party in real time, bridging the communication gap.
  • The hearing party responds verbally, and the interpreter signs back to the deaf user.

This two-way communication ensures the message is accurately conveyed, allowing for effective interaction.

The Importance of Accessibility in Business

Did you know that accessibility is no longer an option but a legal requirement for businesses? Well, laws and regulations, such as the Americans with Disabilities Act (ADA) in the United States and similar legislations worldwide, mandate that businesses provide equal access to goods and services for everyone, including those with disabilities. Failing to comply with these laws can lead to costly legal disputes and a tarnished reputation.

For instance, in 2018, Domino’s Pizza faced a lawsuit due to its website and app not being accessible to blind and visually impaired customers. This serves as a stark reminder that businesses need to prioritize accessibility.

Business Scenarios

VRS is particularly critical in industries where communication is paramount. These industries include healthcare, legal, customer service, and education.

Medical Industry

In healthcare, clear communication can be a matter of life and death. VRS ensures that medical professionals can effectively communicate with deaf or hard-of-hearing patients, guaranteeing they receive the same level of care as others. Picture a scenario where a deaf patient needs to convey specific symptoms to a healthcare professional. HealthCare Solutions, a leading medical institution, utilizes VRS to facilitate seamless communication between healthcare providers and patients. This ensures that critical medical information is accurately exchanged, leading to better diagnoses and treatment plans.

Legal Industry

In the legal sector, precision in communication is non-negotiable. LegalEase Consultancy, a prominent law firm, recognizes the significance of VRS in bridging communication gaps between lawyers and clients with hearing impairments. Whether discussing case details, legal rights, or important documentation, VRS ensures that the legal team and clients communicate effectively. This not only upholds accessibility principles but also ensures that every client receives fair and equal representation.

So, how does VRS Benefit Businesses?

Video Relay Service (VRS) isn’t just a tool for compliance; it’s a strategic investment that yields numerous benefits for businesses across various industries. Let’s explore how VRS can significantly enhance business operations:

  1. Expanded Customer Base: By offering VRS, businesses open their doors to a broader customer base, including over 5% of the global population who experience hearing loss.
  2. Enhanced customer service: VRS provides a more personalized and effective customer service experience. When a deaf or hard-of-hearing customer calls, they can converse in their preferred language, which fosters better understanding and trust.
  3. Compliance and reputation: Embracing VRS not only ensures compliance with accessibility laws but also demonstrates a commitment to inclusivity, enhancing your business’s reputation.
  4. Improved communication: VRS facilitates clear communication between businesses and their deaf or hard-of-hearing customers. This can lead to fewer misunderstandings, better conveyance of information, and ultimately improved relationships.
  5. Employee productivity: Internally, VRS can enhance communication among employees. Deaf or hard-of-hearing employees can more effectively participate in meetings and discussions, contributing to a more inclusive and productive work environment.
  6. Legal Compliance: Many countries have regulations that require businesses to provide equal access to communication for individuals with disabilities. Implementing VRS ensures your business stays compliant with these regulations, avoiding potential legal issues.
  7. Positive public relations: Publicizing the implementation of VRS as part of your business practices can contribute to positive public relations. It showcases your commitment to diversity, inclusion, and accessibility, which can resonate well with customers and partners.

Implementing VRS: Steps to Integrate VRS into Your Business

Now that you understand the importance of VRS for your business, incorporating Video Relay Service (VRS) comprises several crucial steps to guarantee seamless integration. Here is a comprehensive guide on how to proceed.

  1. Assessment: Evaluate your business needs, identify the target audience, and decide which VRS service or software suits your requirements best.
  2. Training: Train your employees to use VRS effectively. This includes both customer-facing staff and those responsible for technical support. Partner with a professional translation service to help you localize your online training materials for your international offices.
  3. Technology: Invest in the necessary technology and software, ensuring it’s user-friendly and reliable.
  4. Accessibility: Make VRS information readily available on your website and other customer touchpoints so customers know about the service.

Key Takeaway

Video Relay Service is a game-changer in the world of business. It opens doors, breaks down communication barriers, and demonstrates a commitment to accessibility and inclusivity. By embracing VRS, your business can thrive in an increasingly diverse and connected world while meeting legal obligations. Remember, accessibility is not just a legal requirement; it’s a moral and social imperative. Collaborate with Ulatus to discover how we can enhance the accessibility of your business.