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   Simon Jaeger (simon@dragonscave.space)'s status on Saturday, 30-Sep-2023 23:58:49 JST Simon Jaeger

   #Accessibility / #Disability awareness in a nutshell

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     Simon Jaeger (simon@dragonscave.space)'s status on Thursday, 19-Oct-2023 23:10:15 JST Simon Jaeger

     in reply to

     I did eventually get Rachel to forward my concerns to the relevant team ... supposedly, but it did in fact take some back and forth afterward. The sad thing is, most customer service is just as clueless. You're not just reporting an issue, you're giving an accessibility 101 course with potential language and knowledge barriers just to justify why the thing you're reporting is actually a thing they should be reporting. It doesn't matter how technical you sound when you report it, it's always "Please send screenshots", "Please try another device", "Please reinstall the app,", "Please ask someone to do it for you", "Please stop having accessibility needs", "Please don't make me work hard to do my job because I'm not paid enough to care about what a screen reader is." I'd rather have AI at this point. I'm going to need some solid evidence before I say I'm wrong about that.

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     Simon Jaeger (simon@dragonscave.space)'s status on Thursday, 19-Oct-2023 23:10:17 JST Simon Jaeger

     in reply to

     • Matt Campbell

     @matt Right. Sometimes I feel like the system isn't set up to take bug reports at all, no matter what they are. It would know more things, but it would have limited functions it could call. Same with real support though. Ever tried reporting an accessibility issue to Audible? Their support is great, they just have 0 ability to actually report it in their ticket system, and they're very transparent about that, but it doesn't change the fact that you're screwed. All I know is that LLMs have outpaced the average comprehention of apathetic call center reps. And if it couldn't do something, it would likely be more transparent about not being able to do that thing.
     Edit to add that Audible does have a specific blindness support line now, but they didn't used to. They really shaped up this year.

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     Matt Campbell (matt@toot.cafe)'s status on Thursday, 19-Oct-2023 23:10:18 JST Matt Campbell

     in reply to

     @simon An LLM would certainly be more knowledgeable; the only question is whether an LLM-based agent can be coaxed into forwarding the issue to someone who can do something.