Your Voice, Your Choice:

The Importance of Deaf Consumer Preferences.

If you’re new to the world of accessibility services, the role of consumer preferences might be confusing or even overwhelming. In your greatest attempt to provide full accessibility and inclusivity, you may still be met with the challenge of the more specific consumer preference. This can involve partiality towards who is providing interpreting services, what all they desire to be interpreted, and even how they prefer to receive these services in different modes of access. While at first glance these may seem like hoops of “liking” or “bias,” they are actually the dispositional result of a lived experience of the vast spectrum that is the world of access services.

These preferences were not chosen by throwing a map on the board, but by the intentional reflection, self-awareness, and practicalities of the individual for whom these services exist. Preferences of Deaf and hard-of-hearing consumers are not favors or wishes, but solutions and time-proven comforts that have been carefully chosen. While even under the best of accessibility efforts may not be able to accommodate preferences of every request, the following explanations provide insight to the deeper complexities of these preferences and why their understanding is critical to a positive accessibility experience.

The Preference of Who

For Deaf individuals, an interpreter is not just someone who translates sign into words—they are the bridge to communication, the voice that represents them in interactions, and the embodiment of their tone, intent, and personality. This unique role carries an intimacy that is both profound and complex.

When a Deaf individual relies on an interpreter to voice for them, they are entrusting that person to accurately capture not only their words but also their inflection, emotional tone, and mannerisms. This isn’t a task that can be reduced to a robotic exchange of language; it requires deep cultural competency, emotional intelligence, and a genuine commitment to understanding the Deaf consumer.

The interpreter must intuit the subtleties of a consumer’s personality—whether they are humorous, assertive, soft-spoken, or formal—and convey these nuances authentically. Every pause, every expression, and every tone of voice carries meaning. For the Deaf individual, the interpreter is their proxy, and this responsibility creates a level of intimacy that is rare in professional relationships.

This is why consumer preference is so vital. Deaf individuals have the right to select interpreters who make them feel seen and understood, not just heard. Whether it’s a matter of shared cultural background, familiarity, or specific interpreting style, consumer preference ensures that the Deaf individual can communicate in a way that feels natural and authentic to them.

Take for example a Deaf consumer with a series of scheduled medical follow-up appointments. At the first her voice is that of an aged woman with a slightly raspy inflection. In the next appointment her voice is that of a middle-aged man with a deep southern drawl. For the third and final appointment, her voice is that of a high-pitched, energetic young woman. Where the voices changed, their owner did not. This range of interpreters voicing for Deaf and hard-of-hearing individuals exemplifies the role of preferences and how they shape the overall perception and communication of these exchanges.

The relationship between a Deaf individual and their interpreter is built on trust. When that trust is honored, it allows for seamless communication, empowering the Deaf individual to fully express themselves and engage with the world around them. Recognizing and respecting consumer preference isn’t just good practice—it’s the foundation of truly equitable access.

The Preference of What

If you are at work, on campus or, in any social setting, you are required to communicate. You may receive in-person instructions from a manager. You may participate in a small discussion group. You might be investigating a remote facility. Or maybe you are at a large convention. In each of these situations, the process of communication happens differently. For the best outcomes, communication methods need to match the specific situation.

A guest speaker doesn’t post a presentation to the big screen in an auditorium and then stand silently watching people read. The presenter communicates with their voice by speaking into a microphone. Then the sound of their voice is projected throughout the room with speakers and amplifiers.

In the office, directors don’t gather in the boardroom for two hours to negotiate on their laptops via email. They gather in person to speak across the table, and visual aids might be used for emphasis.

When the method matches the preference of the immediate audience, the best communication outcomes are achieved.

This is especially true for Deaf consumers. On campus, Deaf students encounter a wide range of services that will guide them through their college experience. That experience becomes a positive one when the proper communication and interpretation preferences are considered.

In social life, special events can leave lasting impressions, while social occasions can affect confidence and mental health. For Deaf individuals, having access to preferred forms of interpretating at events and occasions can help create the most positive experiences.

The Preference of How

When selecting the best interpreting service for Deaf consumers, it’s essential to prioritize their preferences to ensure effective communication. Deaf individuals have unique communication needs that vary widely. Respecting these preferences is key to fostering inclusivity and accessibility.

Taking the time to gather input from Deaf consumers about their preferred modes of communication will help determine the most suitable service. Some Deaf individuals may prefer on-site interpreters, while others may be comfortable with remote options, such as Video Remote Interpreting (VRI). Understanding these preferences is crucial to ensuring effective communication and meeting the specific needs of the community.

Balancing Accessibility and Practical Constraints

While it’s important to prioritize Deaf consumer preferences, it’s also necessary to balance accessibility with practical constraints such as time, location, and available technology. Involving Deaf individuals in the planning process will help ensure that their needs are met while taking into consideration the logistics of the event or meeting. Consulting with interpreters, accessibility professionals, and Deaf advocates can provide insight into the most effective options available.

Evaluating On-Site and VRI Services Through a Deaf Lens

Both on-site interpreting and VRI services have benefits and limitations, and the choice between them should reflect the preferences of Deaf consumers.

On-site interpreting offers the benefit of immediate presence, allowing for real-time communication without technological barriers. This option enables interpreters to engage in physical interaction, utilizing gestures, body language, and visual cues that may be important to Deaf individuals for clear communication. It also ensures that no additional equipment is required, creating a convenient and familiar setting for many Deaf consumers. However, on-site interpreting can involve logistical coordination, such as scheduling and travel expenses, which may be less desirable for some individuals.

VRI (Video Remote Interpreting) provides flexibility, allowing access to interpreters regardless of location. This can be particularly useful for situations where specialized interpreters may not be available locally. VRI is useful in small group settings, at conferences and lectures when an on-site interpreter may not be available, and even in private health care settings. VRI can eliminate the need for travel, saving time and expenses. Note that VRI requires reliable internet connectivity, and technical issues or glitches may disrupt the communication experience. Some Deaf individuals may also feel less connected to remote interpreters, preferring the immediacy and personal touch of on-site services.

Real-time Captioning (CART) as an Alternative

In some cases, real-time captioning (CART) may be a preferred option for Deaf consumers, especially in settings like conferences, lectures, or meetings. CART provides a written transcription of spoken language, allowing Deaf individuals to follow along with discussions and presentations in real time. This service is valuable in environments where precise and accurate transcription is crucial for understanding nuances and context. For some Deaf consumers, CART may be a more comfortable and preferred option over interpreting, particularly in larger settings or when visual accessibility is a priority.