How we are Shaping the Future of Accessibility in Language Services

Because communication should never leave anyone behind.

In a world fuelled by rapid communication, silence is still a reality for millions. Not the kind of silence you choose, but the kind you’re forced into because no one thought to include you. Think about it: a government announcement goes live, but there’s no captioning. A key medical update is issued, but the language is too complex for neurodiverse or low-literacy individuals to grasp. A humanitarian appeal airs on national television, but there’s no audio description or language translation. Accessibility in language services isn’t just about ethics anymore. It’s about survival, understanding, and dignity.

There’s a powerful lesson in what happened in the UK during the early days of the COVID-19 pandemic. Live government briefings were broadcast across the country, but many lacked British Sign Language interpreters. The Deaf community was effectively excluded from critical, potentially life-saving updates. It sparked national outrage, a social media campaign called #WhereIsTheInterpreter, and eventually a legal battle. That wasn’t a glitch in the system. That was the system failing an entire group of people.

And it’s far from an isolated event.

The Widespread Crisis of Inaccessible Communication

Across healthcare, education, media, and public services, accessibility remains patchy at best and entirely absent at worst. Globally, 1.5 billion people live with some degree of hearing loss. Around 43 million are blind. Add to that people with dyslexia, cognitive disabilities, autism, or who simply speak a different language, and the number of people shut out from full participation in society becomes overwhelming.

But this isn’t just about statistics. It’s about real people missing doctor’s appointments because they couldn’t understand the letter. It’s a mother not knowing her child’s school is closing due to a weather warning, because the text was never translated into her native language. It’s a disabled voter struggling to engage in local democracy because council documents are posted in inaccessible formats. These aren’t edge cases. These are daily realities.

Even when organisations try to make things accessible, the execution is often flawed. Auto-captions that misinterpret key medical terminology. PDFs that aren’t screen-reader friendly. Subtitles that lag behind or don’t identify who is speaking. Translation done without cultural sensitivity. The intention might be there, but the outcome fails.

So how do we fix it? And more importantly, how do we do it better?

A Solution Rooted in Empathy, Precision, and Design

Accessible communication starts with a mindset shift. Instead of thinking, “How can we add accessibility later?” ask: “Who needs to understand this and how do they receive information best?”

That one question changes everything.

To create truly accessible language services, you need three things working in harmony: trained professionals who understand language and accessibility, processes that prioritise inclusion from the outset, and formats that meet people where they are. Accessibility in language services isn’t one-size-fits-all. It requires creativity, empathy, and expertise.

Let’s break it down.

Start With Your Audience, Not the Format

A translated document that no one can understand is as useless as no translation at all. The same goes for subtitles that are off by five seconds, or audio descriptions that are too fast to process.

Before you write, design, or film anything, ask yourself: Who is this for? Will a visually impaired person be able to experience this? Will someone with dyslexia understand it? Will a Deaf person need captions or a BSL interpreter? Will someone who speaks Urdu or Mandarin need a translated version to act on the information?

Once you’ve identified those needs, you shape your message accordingly.

Create Human, Not Automated, Solutions

This is where most organisations go wrong. They rely on AI tools to save time. But auto-captions still confuse “there” with “their,” and machine translations miss nuance and tone. Accessibility can’t be rushed, and it certainly shouldn’t be left to chance.

Instead, invest in trained professionals who understand how to create accurate captions, culturally appropriate translations, and readable content. In our work, we insist on human-reviewed outputs every time. It’s not about being anti-tech. It’s about being pro-people.

Make Formats Work for the Reader, Not the Designer

Accessible PDFs are more than just documents. They use logical headings, clear font hierarchies, alt text for images, and screen reader compatibility. Easy-read versions need to be simplified but never patronising. Captions should reflect tone, identify speakers, and follow punctuation rules. Audio descriptions should add insight, not just label visuals.

When you deliver public information, every format must be an invitation to engage — not a barrier.

Offer Multilingual Access That Goes Beyond Translation

Translation isn’t just about switching words from one language to another. It’s about capturing the context, cultural reference, tone, and urgency of the original. This becomes critical in emergencies, healthcare, and legal settings.

Providing subtitles or captions in multiple languages makes broadcast content accessible to non-native speakers. Offering documents in plain language versions improves uptake of public services. Live captioning in different languages can make webinars or Zoom meetings inclusive to an international audience. These aren’t luxuries — they’re necessities.

What Better Looks Like: The Next Level of Accessibility

Good accessibility is rare. Outstanding accessibility is transformative.

What separates great service from average is attention to the little things that matter. Like choosing human voiceovers instead of robotic ones. Like identifying a speaker’s tone in a transcript so the message lands as intended. Like tagging documents with metadata that makes them discoverable by assistive technologies. Like offering translated easy-read summaries alongside full reports.

One UK-based language provider working with NHS trusts and local authorities developed a method where every translated health leaflet is tested with community focus groups before being signed off. That means diabetic patients aren’t just handed a translated leaflet — they get information they understand, trust, and act on.

Some of the UK’s largest broadcasters, like the BBC and Sky News, have set the bar high by aiming for 100% subtitling. But there’s room to go further. Imagine if every interview on national TV was also audio-described and available in other languages? What if council planning meetings were live-captioned and offered with accessible minutes in multiple formats?

It’s Not Just About Compliance. It’s About Connection.

Yes, there are legal requirements. The Equality Act in the UK. The Americans with Disabilities Act. International accessibility guidelines like WCAG. But beyond legal pressure is the ethical obligation to communicate clearly with all people.

When someone says, “I didn’t know,” the real issue might be, “I wasn’t included.”

Creating accessible content is how you say: “You matter. You deserve to be part of this.”

And that message is powerful.

Let’s Bring Everyone Into the Conversation

You don’t have to overhaul everything overnight. Start with your most important content. Audit it. Is it accessible to the people you’re trying to reach? If not, fix it. Bring in professionals who understand both the mechanics and the meaning behind accessibility in language services.

If you’re not sure where to start, work with a provider who does. Look for one that has experience across translation, transcription, captioning, and audio description. Make sure they use real people. Ask if they’ve worked with broadcasters, courts, schools, or public health bodies. Ask if they’ve ever helped a vulnerable person understand something they were previously shut out from.

We work with one such provider who has helped deliver accessible formatting for council meetings, translated safeguarding policies into multiple languages, and captioned live medical webinars for Deaf professionals. Their impact goes beyond checklists — it reaches lives.

Because Everyone Deserves to Understand

Accessible communication doesn’t just benefit those with disabilities or language barriers. It benefits everyone. Clearer subtitles help people in noisy environments. Easy-read summaries help time-poor readers. Translated documents build trust with migrant communities. Audio descriptions enrich the experience for people with and without vision.

If you care about reaching your audience, you need to care about accessibility.

Don’t wait for a complaint. Don’t wait for a legal mandate. Lead the way.

Review your current practices. Talk to your team. Rethink how you approach language. Then act.

Because silence shouldn’t be the loudest voice in the room.

Contact us today for translation services, transcription services, live captioning for webinars, subtitling services and note taking services.