Survey Series on Accessibility - Experiences with Accessibility and Information and Communication Technology

Respondent confirmation (RC) - Question identifier:RC_R01

The following questions are for [NAME OR EMAIL].

Difficulties and long-term conditions (LTC2) - Question identifier:LTC2_R05

The following questions are about difficulties or long-term conditions you may have. Only difficulties or long-term conditions that have lasted or are expected to last for six months or more should be considered.

Difficulties and long-term conditions (LTC2) - Question identifier:LTC2_Q05

Do you have any of the following difficulties or long-term conditions?

Do you have:

• 1: Difficulty seeing even when wearing glasses or contact lenses
• 2: Difficulty hearing even when using a hearing aid or cochlear implant
• 3: Difficulty walking, using stairs, using your hands or fingers, or doing other physical activities
• 4: Difficulty learning, remembering or concentrating
• 5: Any emotional, psychological or mental health conditions (e.g., anxiety, depression, bipolar disorder, substance abuse, anorexia)
• 6: Any other health problem or long-term condition that has lasted or is expected to last for six or more months
• 7: I do not have any difficulty or long-term condition that has lasted or is expected to last for six or more months

Difficulties and long-term conditions (LTC2) - Question identifier:LTC2_R10

The next questions deal with the impact of your [conditions/condition] on your daily activities. Consider the impact of all difficulties or long-term conditions that you have.

Difficulties and long-term conditions (LTC2) - Question identifier:LTC2_Q10

How often [do your conditions/does your condition] limit your daily activities?

Would you say:

• 1: Never
• 2: Rarely
• 3: Sometimes
• 4: Often
• 5: Always
• 6: Don't know

Difficulties and long-term conditions (LTC2) - Question identifier:LTC2_Q15

How much difficulty do you have with daily activities because of your [conditions/condition]?

Would you say:

• 1: No difficulty
• 2: Some difficulty
• 3: A lot of difficulty
• 4: You cannot do most activities
• 5: Don't know

Devices (DEV) - Question identifier:DEV_R05

The questions in this survey are about your unique personal experiences navigating accessibility and information and communication technology with your [conditions/condition].

Devices (DEV) - Question identifier:DEV_Q05

In the past three months, did you regularly use any of the following technological devices?

• 1: Mobile or smartphone
• 2: Laptop or netbook
• 3: Tablet
• 4: Desktop computer
• 5: Other technological device
• 6: I did not use any technological devices in the past three months

Devices (DEV) - Question identifier:DEV_Q10

In the past three months, have you done any of the following activities while using your devices?

• 1: Using or accessing files or documents (e.g., PDF, Microsoft Suite of applications such as Excel, Word, and PowerPoint. Exclude Internet-based programs and applications, such as Google Docs.)
• 2: Accessing the Internet (Accessing the Internet refers to the process of connecting your devices to the Internet in public or private spaces.)
• 3: Searching the web and doing common online activities (e.g., researched for information on health, community events or goods or services, accessed the news, found locations and directions. Exclude online communication activities and watching or listening to content online.)
• 4: Performing communication-related online activities (Include any online communication activities done using tools, such as Outlook, Gmail, WhatsApp, Facebook, Skype, Zoom, MS Teams.)
• 5: Watching or listening to content online (e.g., YouTube videos, Netflix, CBC Gem, TSN, live streams, podcasts)
• 6: I have not done any of the activities above on my devices

Difficulties related to files and documents (FD) - Question identifier:FD_Q05

In the past three months, have you experienced any of the following difficulties using or accessing files or documents while using your devices because of your condition?

• 01: Lack of options to adjust colour, text size or font (e.g., lack of magnification options)
• 02: Poor file or document design (e.g., issues with navigation, hyperlinks, obstructive content)
• 03: Lack of or inaccurate text alternatives or closed captioning (e.g., audio content, graphs, images)
• 04: File or document not written in plain language
• 05: Lack of alternate formats available for file or document (e.g., accessible PDF, digital audio format, electronic braille, EPub)
• 06: Inaccessible fields or links within file or document
• 07: Difficulty accessing assistance or support services
• 08: Other — specify:
• 09: I have not experienced any difficulties using or accessing files or documents while using my devices because of my condition

Difficulties related to the Internet (INT) - Question identifier:INT_Q05

In the past three months, have you experienced any of the following difficulties accessing the Internet while using your devices because of your condition?

• 01: Accessibility or adaptive features resulting in high cost of Internet service
• 02: Access to accessibility or adaptive features prevented because of poor Internet connectivity
• 03: Lack of specialized hardware, programs or applications to access the Internet (e.g., braille controls, screen reader, voice recognition)
• 04: Concerns about security or privacy because of accessibility or adaptive features
• 05: Available service did not meet your needs
• 06: Lack of digital skills (e.g., connecting to a wireless or Wi-Fi network or data)
• 07: Difficulty getting support when contacting the Internet service provider
• 08: Other — specify:
• 09: I have not experienced any difficulties accessing the Internet while using my devices because of my condition

Difficulties related to online activities (OA) - Question identifier:OA_Q05

In the past three months, have you experienced any of the following difficulties while searching the web for information or doing common online activities while using your devices because of your condition?

• 01: Lack of options to adjust colour, text size or font on web search engines or websites (e.g., lack of magnification options)
• 02: Poor web search engine or website design (e.g., issues with navigation, hyperlinks, obstructive content)
• 03: Lack of or inaccurate text alternatives or closed captioning on web search engines or websites (e.g., audio content, graphs, images)
• 04: Time limits to complete actions on web search engines or websites
• 05: Ability to use accessibility or adaptive features limited by poor Internet connectivity
• 06: Difficulty accessing assistance or support services on web search engines or websites
• 07: Other — specify:
• 08: I have not experienced any difficulties while searching the web for any type of information or doing common online activities while using my devices because of my condition

Difficulties related to online activities (OA) - Question identifier:OA_Q10

In the past three months, have you experienced any of the following difficulties while performing communication-related online activities while using your devices because of your condition?

• 01: Lack of options to adjust colour, text size or font on communication-related tools (e.g., lack of magnification options)
• 02: Poor communication-related tool design (e.g., issues with navigation, hyperlinks, obstructive content)
• 03: Lack of or inaccurate text alternatives or closed captioning on communication-related tools (e.g., audio content, graphs, images)
• 04: Time limits to complete actions on communication-related tools
• 05: Ability to use accessibility or adaptive features limited by poor Internet connectivity
• 06: Difficulty accessing assistance or support services on communication-related tools
• 07: Other — specify:
• 08: I have not experienced any difficulties while performing communication-related online activities while using my devices because of my condition

Difficulties related to online activities (OA) - Question identifier:OA_Q15

In the past three months, have you experienced any of the following difficulties while watching or listening to content online while using your devices because of your condition?

• 01: Lack of options to adjust colour, text size or font on online content platform (e.g., lack of magnification options)
• 02: Poor online content platform design (e.g., issues with navigation, hyperlinks, obstructive content)
• 03: Lack of or inaccurate text alternatives or closed captioning on online content platform (e.g., audio content, graphs, images)
• 04: Time limits to complete actions on online content platform
• 05: Ability to use accessibility or adaptive features limited by poor Internet connectivity
• 06: Difficulty accessing assistance or support services on online content platform
• 07: Other — specify:
• 08: I have not experienced any difficulties while watching or listening to content online while using my devices because of my condition

Difficulties related to hardware and software of mobiles and smartphones (HSM) - Question identifier:HSM_R05

You previously mentioned having regularly used a mobile or smartphone in the past three months. The following questions are about your experiences with your mobile or smartphone.

Difficulties related to hardware and software of mobiles and smartphones (HSM) - Question identifier:HSM_Q05

In the past three months, have you experienced any of the following difficulties related to the physical parts of your mobile or smartphone because of your condition?

• 01: Accessibility or adaptive features resulting in high maintenance costs
• 02: Accessibility or adaptive features in need of repair or upgrade to use
• 03: Difficulty manipulating controls (e.g., size or spacing of button or dial, lack of tactile indicators or braille controls)
• 04: Issues operating touch screen (e.g., screen too small, no alternative to touchscreen function)
• 05: No flash or vibration ability for incoming alerts
• 06: Accessibility or adaptive features resulting in issues with battery life or power supply
• 07: Lack of volume adjustment or audio connection options
• 08: Unable to use with required aid or assistive device
• 09: Other — specify:
• 10: I have not experienced any difficulties related to the physical parts of my mobile or smartphone because of my condition

Difficulties related to hardware and software of mobiles and smartphones (HSM) - Question identifier:HSM_Q10

In the past three months, have you experienced any of the following difficulties related to programs or applications while using your mobile or smartphone because of your condition?

• 01: Difficulties downloading or installing programs or applications
• 02: Accessibility or adaptive features resulting in high costs
• 03: Accessibility or adaptive features in need of repair or upgrade to use
• 04: Unable to use with required aid or assistive device
• 05: Difficulty accessing assistance and support services
• 06: Lack of adjustable or customizable features or applications
• 07: Other — specify:
• 08: I have not experienced any difficulties related to programs or applications while using my mobile or smartphone because of my condition

Difficulties related to mobile or smartphone service (MSS) - Question identifier:MSS_Q05

In the past three months, have you experienced any of the following difficulties related to your mobile or smartphone service because of your condition?

• 1: Difficulty contacting service provider
• 2: Difficulty getting an appointment for a service call due to required accessibility accommodations
• 3: Accessibility or adaptive feature services result in high costs
• 4: No alternate formats for billing or service information
• 5: Experienced discrimination or harassment from service provider
• 6: Other — specify:
• 7: I have not experienced any difficulties related to my mobile or smartphone service because of my condition

Difficulties related to hardware and software of other devices (HSD) - Question identifier:HSD_R05

You previously mentioned having regularly used laptops, netbooks, tablets, desktop computers or other technological devices in the past three months. The following questions are about your experiences with these devices.

Difficulties related to hardware and software of other devices (HSD) - Question identifier:HSD_Q05

In the past three months, have you experienced any of the following difficulties related to the physical parts of your devices because of your condition?

• 01: Accessibility or adaptive features resulting in high maintenance costs
• 02: Accessibility or adaptive features in need of repair or upgrade to use
• 03: Difficulty manipulating controls (e.g., size or spacing of button or dial, lack of tactile indicators or braille controls)
• 04: Issues operating touch screen (e.g., screen too small, no alternative to touchscreen function)
• 05: No flash or vibration ability for incoming alerts
• 06: Accessibility or adaptive features resulting in issues with battery life or power supply
• 07: Lack of volume adjustment or audio connection options
• 08: Unable to use with required aid or assistive device
• 09: Other — specify:
• 10: I have not experienced any difficulties related to the physical parts of my devices because of my condition

Difficulties related to hardware and software of other devices (HSD) - Question identifier:HSD_Q10

In the past three months, have you experienced any of the following difficulties related to programs or applications while using your devices because of your condition?

• 01: Difficulties downloading or installing programs or applications
• 02: Accessibility or adaptive features resulting in high costs
• 03: Accessibility or adaptive features in need of repair or upgrade to use
• 04: Unable to use with required aid or assistive device
• 05: Difficulty accessing assistance and support services
• 06: Lack of adjustable or customizable features or applications (e.g., lack of text to speech, magnification, colour adjustment, usage limits on certain apps or with certain features to help with focus)
• 07: Other — specify:
• 08: I have not experienced any difficulties related to programs or applications while using my devices because of my condition

Difficulties related to broadcasting (BRO) - Question identifier:BRO_R05

The following questions are about your experiences using traditional television and while listening to the radio.

Difficulties related to broadcasting (BRO) - Question identifier:BRO_Q05

In the past three months, did you use any traditional television services?

• 1: Yes
• 2: No

Difficulties related to broadcasting (BRO) - Question identifier:BRO_Q10

In the past three months, have you experienced any of the following difficulties while watching traditional television because of your condition?

• 01: Difficulty holding or using remote control
• 02: Difficulty with setup or maintenance (e.g., inaccessible instructions for setup)
• 03: Lack of audio description or described video
• 04: Lack of closed captioning
• 05: Difficulty with the channel or program display
• 06: No audio or voice guide
• 07: Other — specify:
• 08: I have not experienced any difficulties while watching traditional television because of my condition

Difficulties related to broadcasting (BRO) - Question identifier:BRO_Q15

In the past three months, have you experienced any of the following difficulties while using support services for traditional television because of your condition?

• 01: Difficulty contacting television service provider
• 02: Difficulty getting an appointment for a service call due to required accessibility accommodations
• 03: Accessibility or adaptive feature services result in high costs
• 04: No alternate formats for billing or service information
• 05: To use accessibility or adaptive features, television in need of repair or update
• 06: Experienced discrimination or harassment from service provider
• 07: Other — specify:
• 08: I have not experienced any difficulties while using support services for traditional television because of my condition

Difficulties related to broadcasting (BRO) - Question identifier:BRO_Q20

In the past three months, did you use a conventional radio?

• 1: Yes
• 2: No

Difficulties related to broadcasting (BRO) - Question identifier:BRO_Q25

In the past three months, have you experienced any of the following difficulties while using a conventional radio because of your condition?

• 01: Difficulty adjusting station or manipulating controls manually (e.g., spacing between buttons, size of button or dial)
• 02: Unlabeled buttons or controls
• 03: Size of text on buttons or display screen too small
• 04: Lack of speech controls or ability to change speed of speech
• 05: Difficulty with pre-set functions
• 06: Lack of braille controls or tactile indicators for controls
• 07: No transcripts of audio programs available
• 08: No voice prompts or speech output to announce selected functions
• 09: Unable to use with required aid or assistive device
• 10: Ability to use accessibility or adaptive features limited by equipment in need of repair or update
• 11: Ability to use accessibility or adaptive features limited by poor quality connection
• 12: Other — specify:
• 13: I have not experienced any difficulties while using a conventional radio because of my condition

Difficulties related to self-serve technology (SST) - Question identifier:SST_R05

The following questions are about your experiences with any self-serve interactive technology in public places.

Difficulties related to self-serve technology (SST) - Question identifier:SST_Q05

In the past three months, did you use any public self-serve interactive technology?

• 1: Yes
• 2: No

Difficulties related to self-serve technology (SST) - Question identifier:SST_Q10

In the past three months, have you experienced any of the following difficulties while using a public self-serve interactive technology because of your condition?

• 01: Difficulty reading on-screen text (e.g., text too small, no colour contrast)
• 02: Difficulty understanding on-screen prompts (e.g., confusing language)
• 03: Touchscreen lacks tactile features
• 04: Issues related to verbal prompts (e.g., no or minimal verbal prompts, volume cannot be adjusted, muffled or unclear voice)
• 05: Machine has confusing layout
• 06: Machine has no speech input features
• 07: No extra time to complete tasks
• 08: Machine height (e.g., unable to reach with assistive device)
• 09: Incompatible with aid or assistive device (e.g., no headphone jack)
• 10: Lack of human assistance when needed
• 11: Other — specify:
• 12: I have not experienced any difficulties while using a public self-serve interactive technology because of my condition