Guidance

Accessible communication formats

Updated 17 June 2026

The government is strongly committed to continuing to improve the accessibility of government communications for everyone, including Deaf and disabled people.

Everyone should have access to important information from the government and should be able to engage with the government on issues that will affect them. It is crucial to make sure that government communications are as inclusive and accessible as possible. Under the Equality Act 2010, service providers and public bodies are required to make reasonable adjustments to ensure information is accessible to everyone. 

1. Providing accessible formats

You need to make effective use of accessible or alternative communication formats to reach your whole audience.

Involve Deaf and disabled people in developing and reviewing a strategy for producing information in accessible formats. They will know their needs and could help you find the most effective ways of meeting them. You can also approach disability organisations for advice.

Your strategy should outline:

• how you will understand and meet the needs of disabled people
• who is responsible and who will pay for accessible formats
• what type of information you will prioritise, such as monitoring and evaluating essential service information on healthcare or emergencies
• how you will enforce and monitor the strategy

1.1 Maximising accessibility of standard formats

Keep it simple – if your initial document is designed using the following principles it will already be accessible to a greater number of people:

• publish in HTML wherever possible so that your documents use your users’ custom browser settings – it can be difficult to make other formats (such as PDFs) easier to read
• write in plain language, avoiding acronyms and jargon 
• make it as concise as possible
• design to be as legible as possible, for example using a minimum 12 point text size – consider using 14 point text if the audience includes people with sight loss

This is a cost and time-efficient way of making your information instantly accessible to a larger number of your audience.

It is best practice to make your original document as accessible as possible. However, disabled people with some types of impairments are still likely to have difficulty accessing information in written text. You still need to consider accessible formats that meet their needs in addition to making your initial document more accessible.

1.2 Supplying accessible formats: best practice

Consider the needs of your audience in advance – assess which accessible format versions are a priority. You should continue to engage your stakeholders regularly and ensure core communications are as accessible as possible. 

You should also:

• involve relevant experts, such as user researchers and content designers, from the earliest planning stages
• plan ahead – make sure accessible formats are available at the same time as the standard version
• if you intend to supply certain accessible formats on demand, you should have procedures in place to produce these within a few days of the request
• make sure you are in contact with suppliers who can produce good quality materials in accessible formats
• make sure consultation periods are not reduced for disabled people due to accessible formats not being available at the launch, or running out during the consultation period – this could lead to legal challenge

1.3 Deciding which accessible format to use

Some formats suit one type of impairment more than another:

• visual – audio, audio description, Braille, Moon, telephone, large print, web chats
• learning disabilities and literacy difficulties – audio, audio description, Easy Read, easy access, Makaton, subtitles or captions, web chats
• hearing – British Sign Language (BSL), subtitles or captions, video relay services, SMS, web chats
• co-ordination difficulties – large print, audio, audio description, telephone

Consider any preferences your target audience may have for receiving and responding to information. For example, younger Deaf people may respond better to an SMS message than a subtitled advert – researching your audience will help you best meet their needs.

1.4 Alternative channels

The different communication channels you choose can be just as important and effective as the accessible formats you provide or offer.

For example, you may have produced a print recruitment advert for teachers. Translating this into Braille is unlikely to be the best method of reaching all people with sight loss. As an accessible alternative you could produce an audio advert for radio, either commercial or a specialist channel such as Insight Radio. You could also deliver your message by engaging with disability organisations directly.

1.5 Summary versions

It can be more time-consuming and tiring to absorb the same amount of information listening to an audiotape or CD, or watching a BSL video, than reading through a document.

Consider providing a summary of important points in accessible formats. However, in some circumstances you may identify an audience need for the detailed information to be made available upfront. If requested, you would need to consider providing the detail as a reasonable adjustment under the Equality Act 2010. 

For example, a long medical brochure could be summarised before being put into Easy Read format or onto audiotape. 

Rather than one long video, split BSL information up into multiple smaller, more accessible videos which can be embedded into online documents – for example, see British Sign Language Report on GOV.UK. Clearly mark them so that Deaf people can easily find them. 

Read more about making summaries more accessible. 

1.6 Cost and benefit analysis

It is not cost effective to produce every communication product in every suggested format and language. Producing bulk copies of accessible formats often results in lots of unused stock. 

A more cost-effective approach is to:

• research your target audience at the commissioning stage
• categorise your audience into groups
• consider how to reach audience members using a mix of channels and formats, factoring in their costs

1.7 BSL and Welsh language communications 

Legal requirements apply to Welsh language communications. You need to consider what is reasonable under both the Welsh Language Act and the Equality Act 2010.

If you are translating disability-related material into Welsh or community languages, it is very important to have them quality assured by someone who understands disability. For example, terms relating to mental health have sometimes been translated in ways that are offensive to some.

The British Sign Language (BSL) Act 2022 legally recognised BSL as a language of England, Scotland and Wales (but not Northern Ireland, where equality law is devolved). Under the act, ministerial government departments are required to report on the use of BSL in their public communications. 

Read more about BSL and how to develop BSL accessible content (requires GCS Connect account).

1.8 Web publishing

Publishing information on a website gives users some control over their access to the information by adjusting the font size, colour and contrast.

Most standard laptops, tablets and smartphones include built-in accessibility features. These include Narrator, Magnifier, Speech Recognition and Dictation, and Ease of Access keyboard and mouse settings.

It is important that services achieve Web Content Accessibility Guidelines (WCAG) 2.2 (level AA) as part of meeting government accessibility requirements. 

1.9 UK Association for Accessible Formats

The UK Association for Accessible Formats is an industry association that sets standards and promotes best practice for quality accessible information based on user needs. Their website includes a directory of accessible format producers.

2. External suppliers 

In many instances, civil servants will use external suppliers to produce accessible formats. This is because producing accessible formats can be a resource heavy task. 

It is important to think of alternative formats during the planning stage of your consultation or publication. As the process of producing alternative formats can take time, it is essential to build them into your timings. This will avoid last-minute requests to external suppliers which may delay publication. Publishing without alternative formats  will not be received well by the general public.  

Before contacting your supplier, you must decide what exactly you need. You need to determine if you need accessible digital formats such as PDF or HTML or other accessible formats, such as BSL, audio, large print, Easy Read and Braille. In most cases, your digital team will be able to produce HTML formats so it is best to consult them on the documents needed. It is also best practice to always include HTML and PDF in any government publications.  

Next, you will need to contact the commercial or procurement team in your department. They will be able to provide information on which supplier your department has a contract with, as well as if there is any existing framework agreement for accessible publishing.

It is important to provide your supplier with a proper brief of what you need – specifically, the formats you require. You need to provide the final, approved version of your text as changing the text after the supplier starts to create the accessible formats can cause delays and lead to extra costs. As mentioned in the web publishing section above, you must also ensure your documents are Web Content Accessibility (WCAG) 2.2 compliant. 

Your supplier will provide price quotes and timelines for each format required. It is recommended to start the procurement process at least 12 weeks before your launch date as some formats, such as Easy Read, can take up to 12 to 13 working days to produce. 

Always include a “request an alternative format” contact email alongside the publication. Even with a supplier, some users may have specific requirements you haven’t covered so it is beneficial to give further options. 

3. Audio

Providing audio options will make your communications more accessible to people with sight loss and people with literacy-related learning difficulties.

3.1 Audio formats

The main audio formats are:

• digital audio files, for example MP3 
• CD

Audio versions of documents are generally provided as MP3 files.

3.2 Audio channels

Audio channels include:

• radio
• internet
• talking newspapers
• audio magazines
• DAISY (Digital Accessible Information System) books

Contact the RNIB for more information about talking newspapers, audio magazines and DAISY.

Producing audio material:

• arrange information in a logical order
• avoid background noise and music
• use voices that are appropriate to the subject matter and audience
• give people time to understand calls to action
• give an indication of the content and the length of the recording 

3.3 Audio description

Audio description is an additional commentary that describes on-screen or on-stage action, body language and facial expressions. For example, a character looking shocked at something another character is doing. Audio description is available in:

• television
• video and DVD
• cinemas
• museums and galleries
• theatres
• sports venues

Read EBU’s handbook on high quality audio description on screen. 

4. British Sign Language (BSL)

Providing BSL will make your communications more accessible to people who use it.

BSL is a gestural language used in the UK’s Deaf community. It is not related to English or any other spoken languages. This means, for example, that it has a different grammatical structure than English. 

BSL was legally recognised by the government as being a full, independent language of England, Scotland and Wales in the 2022 BSL Act.  

The BSL Advisory Board advises the government on issues important to the Deaf people. It is made up of 19 members – mostly BSL users – including 2 co-chairs. 

Many people who are born Deaf, or become Deaf in early life, use sign language to communicate. There are around 150,000 BSL users in total of whom 87,000 are Deaf. Many hearing people also use BSL because they have Deaf family members, friends or colleagues. 

BSL is used across the UK, although there are considerable differences in regional dialects. The BSL used in Belfast, for example, is very different from that used in the Midlands.

The BSL Act mandates that government departments report on their efforts to promote and facilitate BSL in public communications. The reporting focuses on the broad use of BSL for public information.

When translating content into BSL, ensure that you use interpreters who are regulated by NRCPD, the national regulator for BSL interpreters. 

When booking interpreters, consider the groups that you are communicating to. For example, use a male interpreter when communicating information around men’s health. Also consider requesting a background with a low glare turquoise background to make the translation accessible for Deafblind BSL users. Ensure the translator is surrounded by a plain background that contrasts with their skin tone. It is also best practice to include captions.

5. Easy Read and Makaton

Easy Read can be used by people with learning disabilities. Makaton can be useful for people with profound learning disabilities. Easy access can be a useful format for people who have had strokes.

5.1 Easy Read

Easy Read was created to help people with learning disabilities understand information easily. People with learning disabilities need access to all information – not just disability-specific information – for example, information about their health, voting, work and gaining skills.

Easy Read uses clear images to support the meaning of simple text. The text is jargon-free and focuses on the most important information. It can be used by a carer to talk through a communication with someone with learning difficulties so that they can understand it – for example, a letter from the council about council tax charges.

Easy Read is often also preferred by readers without learning disabilities, as it gives the essential information on a topic without a lot of background information. It can be especially helpful for people who are not fluent in English.

Consider commissioning Easy Read versions of your publications from an expert organisation.

Easy Read:

• has different variations across government according to departmental style preferences
• should be developed in consultation with your audience
• can be take time to produce

5.2 Easy Read compared with plain English

Easy Read is different from plain English.

Plain English example:

Thank you for your letter asking for permission to put up posters in the library. Before we can give you an answer we will need to see a copy of the posters to make sure they won’t offend anyone.

Easy Read example:

This would also have an image.

Thank you for your letter about your poster. We need to see the poster before we put it up. This is because it must not offend anyone. Offend means to upset people.

5.3 Makaton

Makaton symbols support the written word.

Makaton is a language programme using signs and symbols to help people to communicate. It is used in more than 40 countries.

Makaton was developed for those who struggle to understand the spoken word, such as people with profound learning disabilities. Most Makaton users use it as their main means of communication.

Other users include families, carers, friends and professionals, like teachers and social workers, who communicate with people with profound learning disabilities.

You can find out more about producing Makaton from The Makaton Charity.

6. Braille and Moon

Providing braille and Moon formats will make your communications more accessible to people with sight loss.

6.1 Braille

Around 7% of people who are registered blind or partially sighted use braille, and there are estimated to be around 26,000 braille users in the UK.

Braille readers are often influential and active members of the blind community and may pass information on to other blind people.

Provide braille to those who request it. To ensure value for money, you may want to make an assessment of the likelihood of it being requested based on the target audience for your communication.

Read the Sensory Trust information sheet on braille and RNIB guidance on braille.

6.2 Moon

Moon is a system of reading and writing which uses tactile symbols based on lines and curves to represent letters, numbers and punctuation marks.

It is easier to learn than braille, as the letters are easier to distinguish by touch. However, Moon cannot be written by hand, is bulkier than braille and currently there is very little literature available in Moon.

Moon is used by a very small number of people, most of whom are elderly.

If you receive a request for Moon, ask whether another format, such as audiotape, would be a usable alternative. If Moon is required, contact the RNIB for guidance.

7. Large print

Large print publications are documents with a point size of 16 and above.

Large print versions of publications are essential for some disabled people, for example people with sight loss, learning disabilities, dyslexia and problems with coordination or manual dexterity.

You can:

• produce simple large print documents in-house from a Word document
• send more complex jobs to a commercial printer so that picture and print quality are consistent at larger sizes

Proofread all large print versions to make sure the headings and paragraph text match the page breaks. Don’t attempt to create large print versions by enlarging a standard print document using a photocopier.

Read the Sensory Trust information sheet on clear and large print

Point size

A minimum size of 16 point is recommended for people with sight loss. Some fonts appear larger than others at the same point size.

No single point size is suitable for everyone. If you are producing information in large print for an individual, ask which size best suits their needs.

Consider requests for type sizes above 28 point carefully. Very large type sizes can be counter-productive because they cause publications to become bulky and difficult to navigate.

Offering alternative formats may avoid these problems – for example, providing an audio version of the information or emailing someone a text document so that they can access the information using a screen reader on their computer.

Line length

Allow 50 to 65 characters, including spaces, per line. Less than 65 is preferable and it should not exceed 80 characters. Text in columns may well need less than 50 characters per line.

Too much text

If you have a limited amount of space, consider reducing the amount of text before reducing the point size.

8. Subtitling and captioning 

Subtitles or captions can be an important format for deaf people or people who are hard of hearing. 

People using subtitling or captioning range from those who have been profoundly deaf since birth or early childhood, to those who have become hard of hearing in later life. Viewers with a mild to moderate hearing loss may rely on subtitles or captions to aid their hearing rather than as a substitute.

Subtitle and caption users reflect the full range of proficiency in English. Many Deaf people regard BSL as their first language. BSL has a different sentence structure to English and so BSL users may be less fluent in written English.

All of the groups mentioned above are likely, to a greater or lesser extent, to lipread, however, we cannot rely on this. The ability to lipread varies from person to person, and in context too.

Many people with good hearing also use subtitles or captions so that they can watch television with the sound muted, for example so that they can simultaneously talk on the telephone or to learn English.

Best practice would be to ensure all audiovisual content is captioned where possible, with closed (viewer-controlled) captioning being preferred.

9. Telephone

Disabled people are more likely to be impacted by the digital skills gap and struggle with accessibility due to digital exclusion. WebAim Million 2024 found 95.9% of global homepages do not comply with internationally recognised accessibility standards.

The phone can be an important channel for making information accessible to your audience. Crucial information, for example about pensions, benefits, health, council and income tax needs to be found easily by everyone who needs it.

Some deafblind people have enough hearing to use the phone if:

• background noise is kept to a minimum
• the caller speaks clearly and at a pace which suits the individual

9.1 Making information available by telephone

Consider providing a helpline to support your communications campaign. Telephone operators should have training in communicating with disabled people.

Information provided only in a digital format does not fulfil Public Sector Equality Duty requirements and will exclude sections of your audience. For example, only providing frequently asked questions instead of any other forms of communication will prevent some people from using your service or accessing the information. FAQs are generally considered less accessible and hard to navigate. 

Similarly, phone communications are not accessible for all disabled people. Make sure you use a mix of communications channels in your integrated communications planning.

10. Textphone

Textphones provide accessible telephone communication for deaf people and people who are hard of hearing.

Textphones enable someone who is typing to have a conversation with someone who is speaking. Text Relay is a free national relay service using operators to connect someone with a textphone to someone using a phone.

Textphones are used by some people who are hard of hearing. Some deafblind people have enough sight to use a textphone.

Read more about landline phones going digital and the implications for textphone users (RNID).

10.1 Making information available by textphone

Consider providing a Video Relay Service (VRS), SMS or web chats to support your communications campaign. Textphone users contact your textphone operator, who rings the hearing helpline operator and relays messages to and from them, by typing or talking.

Textphone operators should have training in communicating with disabled people.

SMS messaging and the Relay app are alternatives to textphones.