Pressing the right buttons - Control no longer remote for Sky’s blind customers
A personal perspective by Jackie CairnsMore than 6.7 million customers now subscribe to one of Sky’s range of packages. Until recently, however, some blind and visually impaired people were reluctant to sign up for a digibox and dish because they couldn’t access television programme listings in a suitable format, read the Sky magazine, or obtain specialist support from Customer Services.
But in a bid to recognise the needs of people with disabilities, BSkyB has employed a Disability Manager to implement better access to services.
I am passionate about football. As a totally blind person, I knew the best way to enjoy the variety of matches on offer was to subscribe to BSkyB. Since becoming a customer in 2000, I have been aware of several significant improvements to the services on offer.
Channel 996 provides an audio list of all stations available with the appropriate numbers to key in on your handset.
Sky has now set up a help desk for people with a visual impairment.
By ringing a separate number from the main Customer Services contact, you are put through to a team of dedicated staff who are always at the other end of the phone to assist you to navigate your Sky remote control; customise your digibox; receive your bills in an alternative format; request a copy of the Sky magazine on audio CD; and get help with programme details.
Many of Sky’s films and other programmes now carry audio description. This is a carefully narrated commentary of what is happening during quiet passages of a movie, soap opera, or other type of programme.
This service has proved to be extremely popular among visually impaired customers, and can be activated free of charge by having it turned on through your digibox. The help desk will provide full instructions on how this can be done, or talk you through it.
Another major improvement has arisen on Sky's website. There is now a specific link that you can visit to obtain the latest television programme listings, together with announcements of programmes that are being audio described.
The page also provides details of the company’s commitment to disabled customers, as well as other useful information on how to activate services through your handset.
An audio CD - The Sky Magazine, can now be requested, and is packed with features and news of forthcoming programmes on Sky digital.
This freely distributed publication has been warmly received by visually impaired customers like myself, who have always had to rely on other people to tell us what is on the ever increasing number of channels available.
In the last year, I have attended two focus group meetings at Sky’s customer contact centre in Dunfermline. Both prospective and existing customers with a sensory impairment are invited to take part in discussions to ascertain ways in which Sky can improve its services.
Those of us who attend these focus groups - which are being extended to other areas of the country - believe that Sky is listening and wants to help to maximise its opportunities for a wider audience.
For more information on BSkyB services for people with a visual impairment contact the help desk on 08705 663 333 or e-mail accessibility@bskyb.com.