Marc reading a large-print menu in a restaurant.

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Remember, when you communicate with people with a disability, you must take their disability into account. You must also take into account a person's disability when providing documents or the information in them. Under the standard, a provider and a customer with a disability can come to an agreement upon the format for the document or information.

Potential formats include large print, audiocassette, braille, CD-ROM, e-mail, DVD or electronic text on a diskette, or other format.

Here's a suggestion: discuss with the customer which alternate format would work for them. For example, if the customer asks for large print, be clear about what "large print" means to that customer. For some, it may be an 18 point font size and for others it might be a larger or smaller font size.

It's important not to make assumptions as alternate formats can vary widely. For example, did you know that only three to five per cent of people with vision loss use braille?

If a customer with a disability asks for a document in a format that's different than what's normally available, you may want to discuss what other options could work and then agree on the format.