Accommodating Neurodiverse Users Using Chat Support

Date & Time

Tuesday, March 19, 2024 - 1:20 PM PDT  

Location

Platinum 7  

Description

Many neurodiverse individuals, such as autistic people, often struggle with using the telephone. Some autistic people find it difficult or even impossible to speak. Others struggle with delayed speech processing or anxiety regarding expectations and reciprocity during conversation. When these individuals require assistance, they will often use any other possible means of communication to avoid a phone call, such as visiting in person. If alternative methods of contact are not possible, they will often forgo help altogether rather than using the telephone. For a business, that often means losing a customer. However, providing an alternative means of communication such as chat or email support will mitigate these issues. Providing all options such as phone, chat, and email support will accommodate a wide range of customers.

In this session, we will discuss the experience of autistic individuals when facing barriers such as the telephone. We will give examples of effective communication when using chat support. We will also discuss how autistic employees also provide productive and effective chat support.

This Presentation Link is provided by the Presenter(s) and not hosted by the Center on Disabilities at CSUN. The Center on Disabilities has confirmed, as of April , 2024, content linked is relevant to the presentation, but has not been reviewed for accessibility nor will the Center on Disabilities attempt to remediate any accessibility issues in the linked content. Please contact the Presenter(s) with any accessibility concerns.

 

Audience

• Information & Communications Technology
• Disability Specific
• Marketing

Audience Level

Beginning  

Session Summary (Abstract)

This presentation will focus on how chat support is often the preferred mode of support by autistic customers. Chat support provides the fast response of the telephone while removing barriers to speech, audio processing, and social expectations.  

Primary Topic

Cognitive & Learning Disabilities  

Secondary Topics

• Education
• Employment & Workplace
• Information & Communications Technology (ICT)
• Web

 

Session Type

General Track  

Presenters

• Hana Levay
  University of Washington
• Barbara Maniar
  Olark

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