Guide & Checklist for AGE-FRIENDLY COMMUNICATION

www.agefriendlyhamilton.ca

Why Age-Friendly Communication ?

Canada’s senior population is expected to double between 2009 and 2036. Beyond expansive increases in the number of seniors, people are also living longer and for much of this time, in better health. Associated with this trend of longevity, is the fact that more older adults are working longer, have greater disposable income than in past, and exhibit higher levels of personal consumption than other generations. The demand for services to support aging-in-place is also expanding, to meet unprecedented numbers of older adults as they age. With this transformation in the Canadian population underway, businesses and services of all types must demonstrate increased responsiveness to older adults and seniors - who are their consumers, clients and service users.

Age-Friendly Cities is an international movement to enhance quality of life by ensuring that the physical and social environment is accessible and inclusive of people as they age. In 2007, the World Health Organization developed an Age-Friendly framework, which identifies dimensions of community life that promote optimal aging. Communication and Information is one of these eight key dimensions.1 Receiving the right information at the right time, communicated in an appropriate manner, is essential for inclusion in society. Providing information that meets the communication needs of older people with diverse functional capabilities is essential in Age-Friendly communities.

This checklist addresses design elements in 4 types of communication: print, online, telephone, and in-person contact. Use the checklist as a tool to pinpoint recommended practices in age-friendly communication, assess your current practices, and identify areas you can improve.

1 World Health Organization. Global Age-Friendly Cities. A Guide (2007).

AGE- FRIENDLY COMMUNICATION CHECKLIST

Conducting Your Assessment

1. This Checklist focuses on 4 types of communication:

print, internet website and email, telephone, in-person contact

Focus on the sections of the Checklist that apply to your intended communication with older adults and seniors (as not all types may apply)

2. Each section identifies communication that is considered Age-Friendly. Assess your current practice against these ‘benchmarks’.

if your current practice meets the recommended practice, check YES if not, check NO check N/A [not applicable] if you do not communicate in this manner.

At the end of each section add up the total number of YES answers and divide by the number of items you answered in that section. Do not include those items that you answered N/A.

e.g. in a section comprised of 12 practices, 10 items were relevant for you and 2 were not applicable. You are currently following 6 recommended practices Therefore, 6/10 = 60%

3. When you have completed the checklist and scoring for each section, proceed to ‘Your Age-Friendly Communication Score’ [page 9], and transfer your scores for each section to the composite table.

4. Within the table, add your rating (percentage) for each section, and divide by the number of sections that are applicable. This will calculate your average rating, indicative of your Age-Friendly Communication practices.

5. Review the Checklists as a Guide, to identify ways to improve your Age-Friendly communication.

Hamilton Council on AgingAge-Friendly Communication page 2

Communication Checklist

PRINT Does the document have: YES NO N/A High contrast colour for text and background (i.e. black text on a white background, or white text on dark background) Body text that is a minimum of 12 point font

Headings that are a minimum of 14 point font

Print is a minimum of 18 point, for documents intended to be in large print

A sans sarif font such as Arial, Helvetica or Verdana

Bold font to emphasize a point of importance, rather than italics or upper case Paper that is matte or non- glossy

Plain language and words familiar to your target audience

Short sentences to convey information

Text aligned to the left side of page

Numbered pages

Pictures to explain text, where appropriate

Pictures in-line with text and not floating on page

Is the document available in other formats [ie. Braille, audio or electronic] and if so, is there a statement notifying readers of this

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Has the document avoided: YES NO N/A

Underlining to emphasize word or phrases Coloured text in the body [Coloured text should only appear in titles, headlines or sections]

Watermarks

Busy or intricate background designs

Score for Print

Add total number of YES answers, then divide by the number of questions applicable

Your Score for Print / 100%

Areas for Print Improvement/ Notes:

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

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INTERNET For Website Readability: YES NO N/A

There is contrast between text and background i.e. dark text on light background, or vice versa Text in 12 point font or larger

San sarif font, such as Arial, Helvetica or Verdana

Text, aligned left

Adequate white space, so information does not appear cluttered

No italics within text body

No patterned backgrounds

No blinking or flashing content

For Website Navigation: YES NO N/A Pull down menus are simple

Standardized page design is used throughout Headings on each page are consistent presently(i.e. size, location.) Pull down menus are simple

Navigation buttons are large and do not require precise clicks

Navigation buttons for “previous page” and “next page”

Amount of scrolling on webpage is minimal

Single mouse clicks to navigate content

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YES NO N/A

Hyperlinks are highlighted in blue or with bold text

Hyperlinks provide description as to where they lead (e.g. click here for document).

For Email

Subject line is clear and describes purpose of email

Uses san sarif fonts, such as Arial, Helvetica or Verdana

Contact information is provided, including telephonenumber is provided for those wishing to speak to a person

Score for Internet

Add total number of YES answers, then divide by the number of questions applicable

Your Score for Internet / 100%

Areas for Website Improvement/ Notes:

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Hamilton Council on AgingAge-Friendly Communication page 6

TELEPHONE

YES NO N/A

Instructions for automated answering are spoken clearly Callers have the option to replay the message or menu on automated system

There are minimal menus or buttons to press before caller can talk to a live person

Callers have the option to press zero at any time tospeak with a live person

Score for Telephone

Add total number of YES answers, then divide by the number of questions applicable

Your Score for Telephone / 100%

Areas for Improvement/ Notes: __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

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IN-PERSON

Do you: YES NO N/ASpeak clearly and at a measured pace

Avoid patronizing terms such as calling someone “dear”, “sweetheart”, etc.

Speak directly to the individual and not to others accompanying them

Score for In-Person Communication

Add total number of YES answers, then divide by the number of questions applicable

Your Score for Telephone / 100%

Areas for Improvement/ Notes: __________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

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Your Age-Friendly Communication Score

Instructions

1. Transfer the scores from each Section of the Checklist.

2. In the Composite Score table below, add up these percentages and divide by the number of sections that are applicable. This will provide you with an overall rating of your Age-Friendly Communication.

3. Refer back to the Checklists as a Guide on how to sustain as well as improve your practices in Age Friendly communication

Composite Age-Friendly Communication Score

Section Your Score

Print Documents

Website

Telephone

In-Person

(Averaged )Age-Friendly Score /100%

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Notes on Achievements and Areas for Improvement

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Additional resources and tools are available on our website www.agefriendlyhamilton.ca/toolsandresources

[hyperlink to Communications Tool webpage]

Ontario has enacted legislation to reduce barriers for people with disabilities (AODA, 2009). While not all seniors have a disability, some may. The Act’s Integrated Accessibility Standards address access to Communication & Information. The Information and Communications Standard identifies requirements for organizations to create, provide and receive information and communications in ways that are accessible for people with disabilities. All businesses and organizations in Ontario are expected to be compliant with these standards over time. For more information, see A Guide to the Integrated Accessibility Standards Regulation

Hamilton Council on Aging

www.agefriendlyhamilton.ca

905-777-3837 ext 12238

Hamilton Council on AgingAge-Friendly Communication page 10