Access Without Barriers: Rethinking Digital Inclusion

When digital spaces aren’t accessible, people often get left behind. The employee who misses training because the video has no captions. The client who exits a website because it can’t be navigated without a keyboard. The person who gives up on a report because the fonts and colours make it unreadable.

These instances are not just inconvenient, they send a message: This space wasn’t built for you. But with accessibility in mind from conception to completion, the story changes.

For us, accessibility is more than just a buzzword. It’s the right thing to do, and it ensures our clients’ work is fully experienced and understood.

Digital accessibility is essential for an inclusive user experience. It means designing digital environments where people can access content without barriers. This includes making PDFs, websites, videos and social media accessible to everyone, regardless of their abilities, the technology they use or the way they interact with content.

We caught up with Matisse Hamel-Nelis, an international award-winning communicator and digital accessibility specialist, to explore how accessibility strengthens communication and how organizations can create more inclusive digital spaces.

You’ve guided organizations through complete digital transformations. From your perspective, what role does accessibility play in building a brand’s reputation and trust?

Companies that make it clear they prioritize accessibility send a powerful message – we see you, we hear you and we care. When a business creates a culture around accessibility and inclusion, it goes beyond basic compliance or legal requirements. Instead, it’s working to create meaningful experiences that include everyone. And when that happens, it doesn’t go unnoticed.

If accessibility isn’t prioritized, it can damage trust, fast. People remember the site they couldn’t navigate, or the report they couldn’t read. And when you throw social media into the mix, those negative experiences are amplified in seconds.

How can individuals responsible for communications encourage their leadership teams to see accessibility as essential?

Start with stories that show the real impact of inaccessibility on people. Then connect accessibility to organizational goals like diversity, equity and inclusion, innovation, reputation management or market growth. Identify internal champions, give them resources and celebrate early wins. Most importantly, make accessibility part of the process, not a side project.

Are there any risks for organizations that don’t prioritize digital accessibility?

The risks are both legal and financial. In Canada, the Accessible Canada Act (ACA) and Ontario’s Accessibility for Ontarians with Disabilities Act (AODA) both set clear requirements. In the U.S., it’s the Americans with Disabilities Act (ADA). In the European Union, there’s the European Accessibility Act. Around the world, more jurisdictions are following suit.

Beyond geography, the Web Content Accessibility Guidelines (WCAG) provide a global standard for digital accessibility that organizations everywhere are expected to follow.

Falling short can mean lawsuits, fines and reputational damage.

On the business side, inaccessibility means lost opportunities. You’re turning away customers, clients and talent who can’t use your site, apply for jobs or navigate your online content. And fixing accessibility retroactively is like trying to take eggs out of a baked cake – it’s just not possible.

What are Web Content Accessibility Guidelines (WCAG) and how do they support accessible web and document design?

WCAG is built on four core principles that define what makes digital content accessible. Content must be Perceivable, Operable, Understandable and Robust, often remembered by the acronym POUR.

Perceivable – Information and user interface components must be presented in ways that people can perceive. That includes text alternatives for images, captions for videos and clear, flexible layouts that work with assistive technology.

Operable – Users must be able to operate the interface, regardless of how they interact with a device. Features like keyboard accessibility, clear focus indicators and avoiding things like time limits or triggers that can’t be paused or stopped. It ensures people can navigate without needing a mouse, for example, or without being overwhelmed by motion.

Understandable – Both the information and operation of the interface must be easy to understand. Using plain language, consistent navigation, clear error messages and simple forms reduces confusion and cognitive overload, especially for those with learning disabilities or neurodivergence.

Robust – Content must be robust enough to work across current and future technologies, including assistive tools like screen readers or voice navigation software. This ensures long-term usability and compatibility as technology evolves.

Together, these principles ensure that digital content is inclusive, flexible and welcoming from the start.

What do the different levels of WCAG mean?

Level A is the minimum level, covering the most basic accessibility requirements. Level AA is the most widely adopted standard, and often the legal requirement in most countries. It addresses a wider range of accessibility barriers. Level AAA is the highest level, covering the widest range of accessibility needs.

You might also see references to WCAG 2.0, 2.1 or 2.2. These versions reflect updates over time, with newer versions adding criteria to keep up with evolving technologies and user experiences.

What is the difference between PDF/UA (Portable Document Format/Universal Accessibility) and WCAG?

WCAG is a set of international guidelines created by the World Wide Web Consortium (W3C). They outline how to make digital content, like websites and web apps, accessible to people with disabilities.

PDF/UA is a specific technical rule book governed by the International Organization for Standardization (ISO). It guides those creating PDFs to structure them so that assistive technologies, like screen readers, can read and navigate the document seamlessly.

How can companies that are ready to take action share their commitment to accessibility publicly in an authentic way?

Aim for progress over perfection – that’s what builds real trust. Be honest about where you are and why accessibility matters to your company. Share tangible steps forward and make sure your communications walk the talk.