The Benchmark Study is a report on how 31 information technology companies address the needs of their customers with disabilities. It covers the telecommunications and computer hardware and software industries, and focuses on product design and development and business practices like customer support, advertising, and market research.
Executive Summary
Introduction
Industry Segmentation
Drivers
Market "Pull"
Regulatory and Legislative "Push"Results
Marketing
Statistics and Market Analysis
Marketing at Public Events
Government Market
Advertising
Mainstream Advertising
Targeted Advertising
Captioning / Video Description
Customer Relations
Service Representatives
TTY Numbers
Information About Specialized Equipment
Alternate Media
Product Documentation
Billing
Stakeholder Relations
Advisory Councils
Advocacy Organizations
Foundations and Grants
Legislative and Regulatory Affairs
Organization and Resources
Policies
Procedures
New Product Process
Staffing
Employees with Disabilities
Corporate Culture
Champions
Research and DevelopmentConclusions
Universal Design
Statistics
Internal Processes and Resources
Disabled Consumers in Product DevelopmentRecommendations
Appendices: Federal Regulations and Company Policies