Communication access in the retail environment for people with complex communication needs

Area of Science:

• Rehabilitation
• Communication Sciences
• Social Inclusion Studies

Background:

• Complex communication needs (CCN) present significant barriers to social participation.
• Retail environments pose unique challenges for individuals using augmentative and alternative communication (AAC) devices.
• Understanding factors facilitating communication access is crucial for promoting social inclusion.

Purpose of the Study:

• To identify facilitators of retail communication access for people with CCN.
• To examine the impact of communication access on social inclusion in retail settings.
• To explore the experiences of AAC users and retailers regarding communication.

Main Methods:

• Qualitative study involving interviews with seven adults with CCN using AAC devices.
• Interviews also conducted with nine retailers to understand their perspectives.
• Grounded theory analysis within an ecological model of social inclusion.

Main Results:

• Retailers often failed to recognize or accommodate CCN, creating barriers to inclusion.
• Participants with CCN received limited preparation from speech-language pathologists for retail communication.
• Individual self-advocacy was the primary strategy for achieving communication access.

Conclusions:

• Systemic and organizational changes are essential to improve retailer awareness and support for AAC users.
• Prioritization of communication access by businesses and government support for CCN are recommended.
• Enhanced speech-language pathology support and training for retailers are vital for improving social inclusion.