Audio Accessibility

09/22/2026

Today’s equinox marks the beginning of autumn here in New York — and spring on the other side of the world in New Zealand.

When I visited New Zealand earlier this year, it was spring here and autumn there. It felt strange to travel into the opposite season. Now the seasons have reversed: it is autumn here and spring there.

Today is also Hobbit Day, which brings back memories of visiting Hobbiton during that trip.

I had never watched The Hobbit or The Lord of the Rings, but I still thoroughly enjoyed walking through the Shire and seeing the famous hobbit holes in person.

As a deaf traveler and accessibility consultant, I also paid close attention to communication access. Hobbiton provided a transcript of the tour through its app, and my tour operator made sure the guides knew in advance that I was deaf.

The transcript was helpful, but the guide also shared information that was not included in it, and there were many spontaneous side conversations throughout the tour. I therefore used my own speech-to-text app to follow what was happening in real time.

This is an important distinction for any business offering guided experiences: access to prepared content does not necessarily provide access to the complete experience. Deaf customers also need access to the unscripted moments, additional explanations, questions, and conversations happening around them.

Accessibility needs to account for both the script and everything beyond it.

Happy Hobbit Day — and happy equinox from one side of the world to the other! 🍂🌱



(2026-09-22)

(Photo: A brunette in a black jacket and jeans standing in front of a hobbit house with a green door and a tree on top of it.)

09/21/2026

Before introducing me at a recent event, the host asked whether it was okay to describe me as “hard of hearing.”

I told her that I prefer “deaf.” I am profoundly deaf, so “deaf” is the most accurate description of my hearing level and how I identify.

What stood out was that she asked instead of assuming.

There is an important lesson here for businesses and organizations.

When referring collectively to people with hearing disabilities, “deaf and hard of hearing” is widely accepted terminology. Please do not use “hearing impaired” as a blanket term for everyone.

Many deaf and hard of hearing people dislike “hearing impaired” because it comes from a medical, deficit-based view of deafness and focuses on what is supposedly “impaired.” Many of us do not view ourselves that way, even if we use hearing aids or cochlear implants. Many local, national, and international organizations representing people with hearing disabilities have stopped using the term as well.

At the same time, collective terminology should not replace individual choice. A person may identify as deaf, Deaf, hard of hearing, late-deafened, or another term. Even if someone personally prefers to be called “hearing impaired,” respect that individual’s choice. But that does not mean the term should be applied to other people or used to describe the entire community.

Businesses should not guess. Ask each person privately and respectfully, “How would you prefer to be identified?”

That is exactly what this host did before introducing me.

Yes, words matter. So does allowing people to choose the words used to describe them.

09/18/2026

Today is Read an E-Book Day 📖

If you work with videos, podcasts, events, education, or customer experiences, this is a great time to explore Sound Is Not Enough: The Art of Captioning for Universal Access.

In this book, I share practical guidance, real-life experiences, and captioning best practices to help organizations reach deaf and hard-of-hearing people — as well as the many others who benefit from captions.

Prefer a digital copy?

The e-book is available through Apple Books, Barnes & Noble, Kobo, and other platforms.

Prefer paper?

Blurb Books is offering 15% off the paperback through September 20 with the code: SEPT15BOOK

Learn more and order your copy:

https://audio-accessibility.com/book/

Because sometimes, sound is not enough.

Do you have a podcast, video series or upcoming live event? Do you want to increase your audience tenfold? We have the solution, and it’s captioning. In the second edition of her book, Sound Is Not Enough: The Art of Captioning for Universal Access, Svetlana Kouznetsova will show you how to captur...

09/15/2026

Hearing customers get direct access by phone, with phone numbers readily available on most companies’ websites and social media pages.

Deaf customers are too often told to call or handed a workaround.

Businesses need to STOP automatically telling deaf customers to call or use TTY or relay.

TTY is outdated technology that most deaf people no longer use — just as hearing people no longer use wired rotary phones.

Relay was groundbreaking before the internet and modern text communication became widely available. But today it comes with serious limitations:

• A third party compromises privacy
• Technical and usability problems create delays
• It may not work abroad or with foreign numbers
• Many relay options do not work for people who type rather than speak or sign

Then there is email. Email may work for some non-urgent matters, but it is not designed for real-time communication or emergencies. Messages may sit unread or land in spam folders.

When hearing customers need immediate help, they call.

Deaf customers deserve an equally direct option.

Texting has existed for more than 30 years. Both deaf and hearing people use it every day.

Businesses should offer multiple options for SMS, WhatsApp, live chat, and secure messaging with the same availability and urgency as voice calls.

TTY and relay may check a “compliance” box, but compliance does not always equal effective access. Laws often lag behind technology and user needs.

Relay may still work for some people. But it is not a universal solution — and when a deaf customer says it does not work for them, listen.

Stop forcing deaf customers through outdated workarounds.

Make direct text communication standard.

More in my article:
https://audio-accessibility.com/news/2025/07/tty-and-relay-technically-compliant-functionally-flawed/

Does your business need to modernize its telecommunications access for deaf customers? Contact me for customized consulting and training. 📩



(Photo:
Telling me to call is like telling a wheelchair user to use stairs.
Telling me to use a TTY
is like telling a hearing person to use a rotary phone over landline.
Telling me to use a relay service is like telling a wheelchair user to ask someone to be carried over the stairs.)

09/11/2026

Twenty five years ago today, I was a young professional in my early 20s working in a Midtown Manhattan office.

From our 18th floor balcony, I watched in disbelief as the World Trade Center towers burned and then crumbled.

I also could not believe the strange premonitions I had experienced before and on that morning — feelings I had tried to dismiss.

The world of technology was very different then. I had no smartphone — not even a flip phone or pager. We had internet access, but no social media. Film cameras were still common, while digital cameras were expensive and produced grainy images. The photo in my article was taken by a coworker using our office’s digital camera.

Today, we can pull out a phone within seconds to take photos and videos, follow breaking news, and receive emergency alerts.

But the most important lesson is not simply how much technology has changed. It is how essential accessible emergency communication is.

That day was terrifying for everyone who experienced it firsthand, but being deaf added another layer of fear. I was fortunate that my coworkers kept me informed. Many public televisions were not captioned, internet access was overwhelmed, and there was no direct way for me to receive real-time emergency information.

Emergency access has improved since then, but serious gaps remain. Critical announcements in airports, transit systems, buildings, and other public spaces are still too often delivered through audio alone.

During an emergency, deaf people should not have to depend on a hearing person happening to be nearby. We must receive the same life-saving information directly, accessibly, and at the same time as everyone else.

As we remember those whose lives were lost on September 11, we must also remember that accessibility cannot be an afterthought in emergency preparedness.

Five years ago, on the 20th anniversary, I wrote more about what I witnessed and experienced that day:

https://svknyc.com/journal/2021/09/never-forget-the-20th-anniversary-of-9-11/

Never forget.

20 years ago today I was on the 18th floor balcony of a midtown office I worked at. From there I witnessed the world’s famous

09/10/2026

September is Deaf Awareness Month.

When businesses think of deafness, they often picture someone using sign language.

But deafness is a spectrum, not a monolith.

Sign language is essential for some Deaf people, but the vast majority of people with hearing disabilities do not know or use it and communicate primarily through spoken languages.

Your business may serve deaf customers every day without realizing it. They may be hard of hearing, late-deafened, oral deaf, or living with progressive hearing loss. They may speak, lipread, use hearing technology, or communicate in ways that are not immediately visible.

Hearing loss often goes unrecognized because of stigma. Many people hesitate to use hearing aids or advocate for their communication needs, partly because hearing aids are still treated as symbols of old age.

My dad and I are examples. We both have hearing loss and are oral, but our experiences and needs are very different.

My dad began losing his hearing later in life. It took him a while to consider hearing aids — even though he made sure I always had hearing devices growing up! He now relies primarily on hearing aids and spoken communication.

I became profoundly deaf at two after meningitis and grew up oral. I learned sign language as an adult because I attended a university with many deaf students who signed. Had I attended elsewhere, I might never have become fluent.

My cochlear implant mainly provides environmental sound awareness rather than speech comprehension. I rely on lipreading, captions, and real-time text, and use sign language interpreters when needed.

My dad and I both rely on captions. We communicate orally — he listens to my speech with hearing aids, while I understand him primarily by lipreading.

Another assumption I often encounter is: "I have a deaf friend or family member, and if this works for them, it should work for you, too."

Knowing one deaf person does not mean knowing what another needs. What works for one may be inaccessible to someone else. Ask each person what works for them instead of deciding for them.

Not all deaf people use sign language, and not everyone benefits from hearing devices. Communication needs can change depending on the situation and the person with whom they are communicating.

Accessibility cannot be one-size-fits-all. Businesses must offer multiple ways to communicate instead of assuming what deafness should look or sound like.

If your business wants to move beyond assumptions and integrate communication access into customer experience, message me about accessibility consulting, customized training, interactive workshops, or speaking engagements.



(Image: Deafness is a spectrum.)

09/03/2026

A friend of mine, Jodie, is raising funds for a specialized walker that would give her greater mobility and independence.

If you’re able to donate or simply share her fundraiser, I know she would greatly appreciate the support. 💜

https://www.spotfund.com/story/6c532346-7e4b-4d4a-b1e6-5ed5e6b99dd1

I’m hoping you might be able to help me obtain a specialized walker. I’ve tried a few over the years, but none have been supportive enough for walks or staying

09/01/2026

Today is National Hotel Employee Day — a day to recognize the important role hotel employees play in creating positive guest experiences.

For disabled travelers, hotel employees can play an important role in whether a stay is truly accessible and inclusive.

But employees need the right training, tools, policies, and support to make that happen.

Accessibility in hospitality goes far beyond accessible rooms, ramps, and elevators. It includes accessible websites and booking systems, effective communication, information available in multiple formats, and staff who understand how to interact with and assist guests with different disabilities.

For example, a deaf guest may need a way to communicate with the front desk without making a voice call. A blind guest may need information in an accessible format. Disabled guests may encounter barriers with a hotel's website, app, or digital check-in process.

This is where there can be a significant gap between accessibility compliance and the actual guest experience.

A hotel may comply with accessibility requirements on paper and still create barriers throughout a disabled guest's journey — from researching and booking a stay to checking in, communicating with hotel staff, accessing information and services, and navigating the property.

Compliance is important, but it doesn't automatically mean that the experience is accessible.

Accessibility should be treated like any other standard of customer service and be integrated into the overall guest experience.

I wrote more about these accessibility gaps across the travel journey and what the industry can do differently in my article, “Overlooked and Underserved: How the Travel Industry Neglects Disabled Travelers”:

https://svknyc.com/journal/2025/05/overlooked-and-underserved-how-the-travel-industry-neglects-disabled-travelers/

On National Hotel Employee Day, let's recognize hotel employees — and make sure they have the knowledge, training, tools, and resources they need to provide excellent service to all guests.

🏨 If your hotel, hospitality company, or travel organization wants to go beyond compliance and improve the real-world accessibility of the customer experience, I provide accessibility consulting and customized training for organizations.

Message me to discuss working together on accessibility consulting or customized training.

Travel opens the door to discovery, adventure, and cultural connection. But for millions of disabled people — especially deaf travelers like myself — these experiences