8 Matching Annotations
  1. Mar 2021
    1. ROI of Accessibility

      Greg Williams, Deque Systems

      Link to Session

      4 main business cases (eCommerce case study):

      • Increasing market share
      • Controlling operational costs
      • Managing risk profile
      • Aligning digital presence with company core values

      Increasing market share

      • after-tax income for working-age people with disabilities in the US: $490 billion
      • 20 million (35% of all people with disabilities) are US working age adults, age 16-64
      • If you're not accessible and your competitor is, you lose that market share
      • Vision, Hearing, Ambulatory, and Cognitive are most common disabilities
      • Inaccessible e-commerce retailers losing out on $6.9B annually

      Controlling operational costs

      • "Click-in" payment costs much lower than call-in, mail-in, and walk-in (brick & mortar). Pushing to digital channel cuts costs - up to $14m. Can't push disabled customers to digital if experience is inaccessible.
      • Blind users call company's customer service department 1x/week on average because of website inaccessibility. They call multiple times even when they have abandoned the transaction. Save time & $ on customer service calls.

      Risk management

      • approx 10k ADA lawsuits per year. CA, NY, and FL are where lawsuits are most prevalent
      • potential cost of complaints: blended rate of $120/hr when you consider support personnel, compliance/regulatory personnel, product management, devs, QA, testing, etc
      • calculating proactive vs reactive fix loss, assuming 100 complaints annually, upwards of $1m per year cost for "reactive" fixes
      • lawsuits: blended rate of $225/hr assuming company leadership, legal council, external SMEs, etc are involved
      • DOJ could levy fine of $96,834 for first action while still requiring website to become accessible

      Alignment with core values

      • If mission or motto is to be inclusive, customer-centric, etc, are you really meeting that mission if you don't include a11y in priorities?
      • Customers increasingly want to purchase from companies that share their view
      • Consumers who have a negative or positive experience re: a11y tend to share with family and friends
  2. Feb 2021
  3. Oct 2020
    1. The same way many social networks track keystone metrics like time to X followers, they should track the ROI on posts for new users. It's likely a leading metric that governs retention or churn. It’s useful as an investor, or even as a curious onlooker to test a social networks by posting varied content from test accounts to gauge the efficiency and fairness of the distribution algorithm.
  4. Jan 2020
    1. Implementing live chat and having the right team of experts handling the conversations is essential. And the best thing here is you don’t need to add a single penny in your cost of app development. You just need to add a plugin for including live chat.

  5. Mar 2019
    1. 4 tips to implement just in time learning at your organization This article is published by Udemy so it would appear to be credible. Reading is a bit difficult because of the light font and a sales orientation can be discerned. Nonetheless it does have some useful tips such as encouraging professional developers to 'redefine how you measure learning.' rating 3/5

  6. Nov 2016
  7. Mar 2016
    1. Le kilométrage varie selon les versions !

      Là aussi, rien d'immuable, chaque époque imposant son interprétation et son ton.

      Un journaliste du Voir a créé une liste de citations similaires intitulée : 5000 ans d'enfants roi. ;-)

      http://mbe.io/1QuRZOI

      Si jamais elle disparaissait du Voir, j'en ai une copie. Simplement m'écrire.