[access-uk] Response from Virgin Media re accessibility
- From: Chris Moore <moore.c@xxxxxxxxxxxxxxxx>
- To: access-uk@xxxxxxxxxxxxx
- Date: Mon, 6 Jun 2011 11:29:53 +0100
Hi all,
I recently wrote to the CEO of Virgin Media about their plans to make their TV
boxes more accessible to us blind customers.
Please see their response below for your information.
Kind regards
Chris
Begin forwarded message:
> From: "Chapman, Katie" <katie.chapman@xxxxxxxxxxxxxxxxx>
> Date: 31 May 2011 17:35:20 GMT+01:00
> To: christophermoore@xxxxxx
> Subject: RE: Accessibility
>
>
> Dear Chris,
>
> Thanks for your email raising questions on the accessibility of our TV
> product. Stuart has since left the business and I have assumed the role
> of Acting Head of Sustainability & Reporting.
>
> Virgin Media is very mindful of its responsibilities towards customers
> who may have additional requirements due to disabilities of one sort or
> another. This applies across our whole product set and, as your letter
> to some extent acknowledges, we have invested heavily over recent years
> to make our products more accessible. We recognise, of course, that
> there is much further work to be done and, within the inevitable
> financial constraints under which our business must operate, we will
> continue to make improvements.
>
> As far as TV is concerned, a key priority for us was developing the
> technical infrastructure necessary to relay access services delivered by
> broadcasters. Having successfully done so, we are now working hard to
> do the same for our video on demand service, although this presents a
> number of thorny technical challenges. In the meantime I'm pleased to
> say that our new TiVo-powered set-top-box ("STB") does now support both
> subtitles and audio-description on the BBC catch-up service.
>
> Returning to the key points in your email, our TV team has in the recent
> past explored the possibility of introducing a text-to-speech engine
> into our existing and legacy STB's, but this did not prove viable. Our
> current development work in the TV space is focussed largely on our new
> TiVo-powered product, but this has only just launched and we plan is to
> increase its accessibility features as the product is developed and
> refined over time.
>
> Current options for investigation are a talking channel guide, based on
> a red-button application, which will allow basic navigation of the
> scheduled TV channel line-up. This is still at an early development
> stage, however, and users will continue to need to memorise the channel
> number and the location of the button. In tandem with the above, and
> bearing in mind the comments you make about Apple products, we are also
> exploring the feasibility of supporting text-to-speech for the iPad and
> iPhone applications. This should give our TiVo customers full control
> over the electronic programme guide, including the ability to record and
> playback as well as to select on-demand content.
>
> Your letter draws comparisons with our satellite competitor BSkyB so I
> think it is important to point out that, while the digital TV services
> provided by Sky and Virgin may, on the face of it, appear broadly
> similar from a viewer's perspective, it is important to recognise that
> the satellite and cable delivery platforms are worlds apart
> technologically. The availability or otherwise of certain access
> services on each platform is not therefore a direct reflection of the of
> the level of concern for disabled customers, but rather mirrors the
> technological complexity involved in providing such services, and the
> need to ensure the stability of all our services to our growing customer
> base.
>
> I of course believe that Virgin Media offers a better combination of
> products and customer service, but each individual's needs a different.
> I hope you will remain a Virgin Media customer and trust that the above
> serves to reassure you that we are committed to ongoing improvement in
> terms of accessibility to our digital entertainment products.
>
> Yours sincerely,
> Katie
>
>
> -----Original Message-----
> From: Chris Moore [mailto:christophermoore@xxxxxx]
> Sent: 07 May 2011 12:30
> To: Poore, Stuart
> Subject: Re: Accessibility
>
> Hi there,
>
> I was wondering if you had any information for me yet? I would also
> like to mention that your Electric magazine is also not accessible to
> blind users too.
>
> Thanks
>
> Chris
> On 19 Apr 2011, at 12:07, Poore, Stuart wrote:
>
>>
>> Hi Chris,
>>
>> Thanks for your note. This has been passed to me as the best person to
>
>> respond. I'm looking into it for you and will be back in touch
> shortly.
>>
>> Best regards,
>>
>> Stuart Poore
>>
>>
>> Stuart Poore
>> 07948 715864
>>
>>
>>
>> ----- Original Message -----
>> From: Chris Moore [mailto:christophermoore@xxxxxx]
>> Sent: Monday, April 18, 2011 05:16 PM
>> To: Berkett, Neil
>> Subject: Accessibility
>>
>> Neil,
>>
>> I am a Virgin Media customer and sadly went blind a year ago. The
>> problem I am now facing is how does someone blind operate your set top
>
>> boxes? I can appreciate VM offers audio description and have also
>> consulted the RNIB on what colour scheme to use for ease of use for
>> low vision users when creating the on screen colour scheme. But if
>> you are blind you have to memorise key presses on the remote control
>> to obtain commonly used features.
>>
>> I would be grateful if vm would consider adding text to speech to
>> their set top boxes so blind users can navigate the various menus on
>> the set top box to access content they have recorded, access the EPG
>> and VM on demand content which we pay for through our TV package but
>> can't access without sighted assistance.
>>
>> I would also like to see VM offer access to VM TV services via a web
>> browser and/or Apple iPhone/iPad.
>>
>> I am a Apple Mac and iPhone user because Apple have a full commitment
>> to accessibility and the blind and provide text to speech facilities
>> built into all their products. Apple products are selling huge
>> numbers to the blind community because of this and appreciate blind
>> customers have money to spend too.
>>
>> I believe Sky are working on a text to speech enabled service for
>> their
>> Sky+ platform, so what do Virgin have planned? I would like to think
>> with the government's push into e-accessibility and the Equality Act
>> 2010 Virgin will start to meet the needs of it's visually impaired
>> customers and of those who may have a print disability or English not
>> being their first language.
>>
>> Happy to discuss.
>>
>> Chris Moore
>>
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>>
>> This email and any attachments are or may be confidential and legally
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>> If you have received this email in error, please delete it from your
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>
>> opinions expressed in this email may not represent those of Virgin
>> Media. Any representations or commitments in this email are subject to
> contract.
>>
>> Registered office: Media House, Bartley Wood Business Park, Hook,
>> Hampshire, RG27 9UP Registered in England and Wales with number
>> 2591237
>>
>
>
> --------------------------------------------------------------------
> Save Paper - Do you really need to print this e-mail?
>
> Visit www.virginmedia.com for more information, and more fun.
>
> This email and any attachments are or may be confidential and legally
> privileged
> and are sent solely for the attention of the addressee(s). If you have
> received this
> email in error, please delete it from your system: its use, disclosure or
> copying is
> unauthorised. Statements and opinions expressed in this email may not
> represent
> those of Virgin Media. Any representations or commitments in this email are
> subject to contract.
>
> Registered office: Media House, Bartley Wood Business Park, Hook, Hampshire,
> RG27 9UP
> Registered in England and Wales with number 2591237
>
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