Assigning a web accessibility advocate
Who should you assign as a website accessibility advocate, and what are their responsibilities
The website accessibility advocate's responsibility is to respond to web accessibility requests from customers at your company. Who should take this role varies depending on the size of your organization, the nature of the request, and the resources available. You should assign an accessibility advocate in your Compliance Center.
Here are some potential options for assigning your web accessibility advocate:
Dedicated Accessibility Coordinator
If your company has a dedicated accessibility coordinator, they can be the primary point of contact for responding to web accessibility requests from customers. This person should have the expertise to address accessibility concerns promptly and effectively.
Customer Support or Help Desk Team Members
Members of your customer support or help desk team can be responsible for handling initial accessibility inquiries from customers. They can triage requests and direct them to the appropriate department or individual for further assistance.
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 be equipped to address accessibility issues and coordinate with other team members for resolution.
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
We recommend creating a dedicated email address or web form for accessibility inquiries.
Regardless of who responds to the web accessibility requests, it is crucial to have a clear process for handling inquiries and a commitment to addressing accessibility concerns promptly and thoroughly. Ensure you reassure the customer that their concerns are taken seriously and will be cared for.
The goal is to ensure that customer accessibility requests are acknowledged, resolved, and used as an opportunity to continually improve your company’s commitment to providing an inclusive digital experience for all users.