Problems for Vulnerable Consumers and Policy Implications
Pages 430-450 | Received 16 May 2023, Accepted 28 Dec 2023, Published online: 01 Jan 2025
Social media has transformed how people communicate, access information, and shop. Despite widespread use of social media, digital content remains inaccessible for blind and/or deaf consumers because of missing or inaccurate accessibility features, such as alt text and closed captioning, and/or providers using automated technology to add such features. Findings from the authors’ descriptive study show many posts across social media platforms lack or have inaccurate accessibility features. Interviews and focus groups with blind and/or deaf consumers illustrated multiple challenges accessing digital content, resulting in lost opportunities for both these consumers and organizations while emphasizing the need for public policy.
https://www.tandfonline.com/doi/full/10.2501/JAR-2024-026#d1e155