A5.1 As a guide to the research a framework or model of the nature of interactions between Deaf and hearing was constructed. This was the guidance for the starter questions in the semi-structured interviews and latterly in the group interviews. By way of summary, it is worth re-examining and amending the predictions in these scenarios.
| Examples | Responses from Deaf people in the Interviews |
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Automated services | self service facilities, entry systems with tickets, public toilets | Generally opposed to use of automated services. Fear of use and annoyed about attachment of intercoms to deal with problems. Prefer to have a person |
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Automated services with text or auditory interfaces | door entry systems, public information kiosks eg career/job | Annoying. In the case of going to a friend's house, SMS or fax in advance to agree time of arrival. Alternatively, press buttons and gain access through hearing people. Deaf people request video access systems in order to improve circumstances |
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Staffed Services |
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Staffed public desks | Receptionists, sales counters, Council offices | Considerable anxiety; prefer private room. Try to use pen and paper - resistance from hearing. Embarrassment in public queues. Try to take a hearing friend or relation. |
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Service visitors to the home | Council representatives, plumbers, gas etc | Little or no communication is the expectation; Deaf very unhappy about this; watch the service personnel throughout; try to arrange a hearing friend or relative to be present. Frustration at lack of explanation. |
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One to one brief transactions | Doctor, nurse, police | Medical personnel problematic - yet Deaf often accept gesture or clear lip-speaking. Use relatives. Writing down may work but is thought to be usually unsatisfactory. Usually prefer not to use hearing relatives. |
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One to one longer transactions | Appointments, solicitor, councillor, MSP, job related | Use of interpreter is desired, if available, or a family member. Many instances of bad experience. |
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Waiting areas for service | All benefit agencies, housing departments, waiting rooms | Typically no visual alerts; many horror stories; creates additional stress. Bring hearing person if possible. |
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Deaf in hearing environment | Public gatherings, meetings, conferences, courses | Severe isolation is the norm. Deaf left behind while hearing go to meetings. Bad experiences at work. |
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Staffed Service in general | Any of the above or where a query is involved | Police contact generally problematic. Feelings of being left out, last to know, hearing dealt with first. No emergency interpreters |
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Remote Services |
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Telephone | All emergency, appointments, information hotlines | Feeling of no access; use a proxy - call "on behalf of" Deaf person; use of text relay service disliked. Occasional success through live minicom. Dislike of automated answer services although not understood. |
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Fax or faxback | Most non-emergencies have possibility to fax | Fax to other Deaf OK - fax to hearing requires preparation - many self conscious of English. Young do not use fax. |
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Mobile text messaging | Increase in services available through GPRS - all text | The favoured format especially for young people. Very happy with possibilities to send text messages even on islands. Want greater use of this medium by public services. |
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Internet | Vast text information data base. Government policies dictate the use of the Internet | Younger people use more. Deaf are favourable to this medium. Obstacles in extent of English text. Want more BSL on Internet. |
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Live media: Television, Radio | subtitled and signed programmes | Deaf presenters in Scottish sign language preferred. Dislike hearing interpreter in 'box' - not understandable |
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Fixed media: newsletters, leaflets, video | Video versions of public information | Very few had seen examples. Desirable if up to date - use of DVD/ CD suggested. |
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Future information service |
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Videophones | All person to person transactions with or without interpreter | No experience of use of videophones in Scotland yet. Some thought it was a good idea. Awaiting implementation in Scotland. |
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Video server - streaming on the internet | All information which can be translated to BSL, can be compressed and streamed from for example, the Council web site | Few had seen; demonstration impressed people. Concern about cost of systems to access BSL information. |
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Video streaming to mobile handsets | Emergency/social use at present; possible with 3G handsets - late 2004 | Interested but no experience |
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A5.2 Many of the predictions in the initial model were too optimistic. Deaf people's experiences were much more negative. Predictions on automated services were wrong - Deaf people dislike them intensely. Impact of video technology has not yet been seen in Scotland. The overall picture is of very poor systems for information access.