If used appropriately and with a range of diverse end users in mind IT can be an enabler and improve accessibility and efficiency, potentially to the benefit of all. Yet, it remains under- used. The Government advisory service Access to Work provide workplace assessments that can reveal technological solutions that neither employee or employer were previously aware of, yet we found only a patchy knowledge of this service among our participants. This ranged from no knowledge of the service whatsoever, to some knowledge but a reluctance on the part of an employer to allow them to visit the workplace, to knowledge but varying experiences of their usefulness. Frustration with bureaucracy associated with many Government services typified the experiences of users of Access to Work. Some felt the service had become more bureaucratic and less helpful over the years and others believed employers had been deterred from utilising their expertise because it was time consuming. Access to Work appeared to prove particularly beneficial to those who were self-employed or sole practitioners. In such circumstances the absence of a professional HR role or IT department often meant quite routine technological solutions were less well known.
Some examples of IT solutions cited by our research participants were very straightforward, such as noise cancelling headphones and voice recognition software. Other, less common
ones included mind mapping software, or pens that record speech and create digital notes from uploaded written notes. Video-conferencing, a common feature in most legal settings was an example of a technology that could be a tool to increase accessibility or alternatively frustrate inclusion. ‘Finn’ and ‘Phoebe’ both had hearing impairments and both experienced difficulties with video conferencing in large meetings or with poor quality internet, although one to one was often workable.
‘Phoebe’ had no prior knowledge of Access to Work when we interviewed her and potential communication support tools, such as speech-to-text provision. She had relied on a
colleague’s goodwill to scribble notes down for her in large video conferencing meetings, but requests to her line manager for formal and acknowledged support were not met. She was even thoughtlessly allocated as the official note-taker for some meetings:
“I could go through meetings not hearing a single word, and I could go through meetings where someone would go and ask me a question and I would not even have a clue that they had asked me a question!....And I found that very frustrating and very... and when I raised that with my... my boss and the others around me they didn't really take it seriously.
Because I think a lot of... because I cope so well one-on-one a lot of people forget and so for them it was like but you can hear us perfectly, and I'm like but it's... it's the people on the other end I can't hear. And, yeah... and then I raised it multiple times and they never ended up, you know, getting anywhere or doing anything with it.”
Some interviewees told us of instances where commonly used software packages were incompatible with accessibility features. For example, ‘Zoe’ explained that:
“I cannot use any of our case management software because it’s font size 6 and you can't make it bigger and it doesn't react... it doesn't change when you go on high contrast…” “It shouldn't be down to the computer to have accessible technology. Because half the time, even when you do have accessible technology on a computer in doesn't work with this software.”
The unpredictability of software in different work settings could also prove problematic. This might be further addressed if common and accessible IT infrastructures were to be agreed upon across the profession, or if there were agreed common protocols to inform participants or visitors in advance of available software and updates.
We collected numerous examples of interviewees using voice recognition software that proved helpful for supporting people with dyslexia, fatigue and pain or reduced mobility. In
one workplace, a pilot was rolled out to see how voice recognition software could improve efficiency, meaning that it benefited more than one individual. However, education in the use and limits of such software for co-workers would also be necessary, to ensure its effectiveness.
‘Jennifer’ chose to be open at work in disclosing her dyslexia and spoke to us about the importance of ensuring that the team around her was educated to understand what that meant in practice. She requested training of co-workers in the use of software to avoid colleagues thinking she was ‘sloppy or lazy’ but the process of securing training was a ‘painful’ one.
“one of the interesting effects of having a dyslexia awareness session is almost without fail you will get at least one person who will basically decide to never give you work.”
She described the willingness of firms to throw money at equipment and software solutions: “But when it comes to actually adapting… the people around me adapting to me, that’s… that’s where life gets a little bit more difficult.”
‘Esther’ is rarely physically on work premises. She accepts that this does have a small impact for her colleagues but has found methods to successfully supervise trainees and line-
manage staff. She works from home using technology and communications software to maintain regular contact, utilising internal informal messenger style apps, emails, phone calls and video conferencing:
“I supervise the trainees, so there's a new one every six months, so I will try and see them physically in the office near the beginning of the six months if I can and then also be in constant contact sort of by phone and by email. So I try and make sure that, you know, we sort of overcome the not being there… I think it works okay. My... my sense is with the sort of newer generation of people they are much keener on things like working remotely…”
Interestingly, ‘Esther’ reflected that the physical presence and ‘availability’ of colleagues has been less important to her than the willingness to engage with management processes and give open and honest feedback:
“…that's not how they evolved when they became partners. You know, it was about their skills as lawyers not about their skills as people. And it's also this sort of machismo thing
about, you know, lawyers are all about the… sharp end of the law and they're not about soft skills to do with people. It's also maybe a sort of gender thing as well, I suspect...”
Adding:
I suppose it does affect it a little bit not being physically there but I think it's surmountable. And I think if you focus on trying to be a good manager then I think that's more important than the physically being, you know, in the same building…"
Another interviewee, ‘Derek’ recounted positive experiences of firms he had done work experience and training with and where he had utilised a range of different technological aids. He uses specialist technology including a program called Smart Now. By wearing a cap with a reflective dot this enables his movements to be picked up by camera, Derek controls the mouse by moving his head. He also has Dragon NaturallySpeaking voice recognition software on his computer and between the two pieces of equipment, he can use the computer to fulfil all the tasks required. He has his own equipment set up at home and an identical set up was paid for and provided at work. In the work settings he has experienced, personnel have also been happy to organise his kit and provide access to his two 24/7 carers.
The gradual move towards more ‘paperless’ approaches to working has improved accessibility for some people we interviewed. Greater availability of research materials online enables people with screen-readers to access content and reduces the need to physically visit libraries and archives and handle heavy books or large bundles of paperwork. However, one interviewee had to fight against a paperless workplace since using print was more accessible for her, but frowned upon by colleagues. Use of technology may also go alongside other adjustments such as reducing glare or lighting or establishing specific workspaces to provide enough space or remove visual or audio distractions.
Technology, isn’t just used in the workplace but in the places one visits as part of a legal job and needs to be considered at all career stages. Online methods for applying for training or job opportunities may well use software that isn’t accessible. CV Mail was one such package that was highlighted as being inaccessible for people with sight impairments and yet is widely used by law firms. Online psychometric testing used during application processes
was also raised as being inaccessible for people with a range of impairments (see also section 4.2 Accessibility and Recruitment).