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Nagish Acquires Sign.mt to Drive Research in AI and Sign Language. Read the announcement
Deaf Culture
July 17, 2023
8 Min

Telephone Communication for Deaf People: Improving Access Through Technology

Modern technology has improved telephone communication for deaf people. Click here to learn all the different ways deaf people can

Author:
Juana Poareo
Telephone Communication for Deaf People: Improving Access Through Technology
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Introduction

Communication is the root of all human interaction. Without it, we can’t share our thoughts, emotions, and needs. It’s an essential part of connecting with others.  

Despite its significance, telephone communication can be challenging for deaf individuals. Thankfully, technological advances have led to the development of different tools that make telephone communication much more straightforward. 

This article will explore some of these tools, list some helpful resources, and empower deaf people to make their telephone communications a smoother and more enjoyable experience.

The Challenge of Telephone Communication for Deaf People

The telephone has always been a source of frustration and anxiety for the deaf community. Traditional phone conversations rely solely on audio, which means missing important information, dealing with misunderstandings, and feeling left out. 

Before the TTY, the first telephone device for the deaf, we depended on family and friends to facilitate phone calls for us. There were no private phone calls. 

But technology has provided new solutions that bridge this communication gap and make telephone calls accessible for deaf people. 

Solutions for Telephone Communication for Deaf People

Woman in blue using international sign language on a video call. In ASL, the sign is “award.”
Woman in blue using international sign language on a video call. In ASL, the sign is “award.”

There is no one-size-fits-all solution when it comes to telephone communication for deaf people. Just as deafness is a spectrum, some deaf people may have different preferences and different levels of hearing loss. 

Below are some of the solutions and tools that can make telephone communication for deaf people easier: 

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Internet Protocol (IP) Relay 

IP Relay uses speech recognition to convert spoken words into text, enabling deaf people to read what the other person is saying in real-time. 

These apps can be installed on mobile devices, allowing for convenient communication 24/7, without needing other devices or services. 

Some IP Relay providers include:  

  • Nagish
  • Ava
  • RogerVoice
  • Sprint

Internet Protocol Captioned Telephone Services (IP CTS) 

Young girl with long brown hair holding a tablet while on a video call
Young girl with long brown hair holding a tablet while on a video call

IP CTS enables deaf people to communicate with hearing people over an Internet line, whether on a smartphone or the web. With this service, deaf people type their messages and read incoming messages on a screen; this is with or without the help of an operator. The operator relays the messages to the hearing party and then types their responses back to the deaf person.

Here are some IP CTS providers:

  • Nagish
  • CaptionMate
  • ClearCaptions 
  • InnoCaption
  • Hamilton Relay
  • Sorenson
  • CaptionCall 
  • CapTel
  • Sprint

Video Relay Service (VRS)

Video Relay Service (VRS) is a popular solution used by many deaf people. VRS uses interpreters who translate sign language into spoken language and vice versa. 

Using a webcam, computer, or mobile device, you connect with an interpreter who is proficient in American Sign Language (ASL) or another sign language. 

The interpreter then contacts the hearing party and relays the conversation to the deaf individual via video.

Some companies that provide Video Relay Services (VRS): 

Tips for Deaf People When Using the Telephone

Black person smiling while on a video call with two people.
Black person smiling while on a video call with two people.

While the tools mentioned above can greatly improve telephone communication for deaf people, here are a few tips to enhance the overall experience.

  1. Inform the other person about your hearing loss: Let the person on the other end of the line know that you are deaf or hard of hearing. This will help them understand and adapt their communication style accordingly.
  2. Be patient and assertive: Don't be afraid to ask the other person to repeat or clarify if you miss something during the conversation. If you’re using Nagish, it has a built-in option to do that with a single tap. 
  3. Find the right environment: Choose a quiet environment for better clarity during phone conversations. Background noise can make it more challenging to focus on the conversation.
  4. Use visual cues: When using VRS or video calls, take advantage of visual cues such as facial expressions, gestures, and lipreading to enhance your understanding of the conversation.
  5. Familiarize yourself with available features: Explore the features and settings of your smartphone or communication tool so you can customize the experience to fit your needs. For example, adjusting the volume or visual display could improve your ability to comprehend the conversation.

Resources for Telephone Communication for Deaf People

Here are some organizations that provide resources for deaf people to improve their telephone communication experiences:

  • The National Association of the Deaf (NAD) provides information and resources related to telephone communication and VRS services.
  • The Telecommunications Relay Services (TRS) functions under the Federal Communications Commission (FCC) which enables deaf and hard-of-hearing people to communicate and receive phone calls. 
  • Hearing Loss Association of America (HLAA) provides resources, support, and advocacy for individuals with hearing loss, including access to amplified and captioned telephones.
  • The National Deaf Center provides resources on telecommunication devices and software.
  • ‍Telecommunications for the Deaf and Hard of Hearing, Inc. (TDI) provides education and improves access to communication technology.

Conclusion

Telephone communication for deaf people can be challenging, but it doesn't have to be. With the advances in technology and accessible software and tools, deaf people can now hold telephone conversations just like anyone else. 

Through learning about the different telephone communication methods mentioned in this article, deaf people can empower themselves to enjoy more effortless and meaningful conversations over the phone than ever before.   

Whether you're 18 or 100, staying connected matters—and Nagish is here to help.
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Juana Poareo

The founder of Being Access-able, an accessibility resource hub for brands and entrepreneurs. She also writes about accessibility and advocacy.

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Nagish Acquires Sign.mt to Drive Research in AI and Sign Language. 
‍Read the announcement

Telephone Communication for Deaf People: Improving Access Through Technology

Key Findings

  • Workplace Impact: 62% of Deaf and 66% of Hard-of-Hearing individuals report that communication barriers hinder career mobility.
  • Healthcare Challenges: 62% of Deaf and 66% of Hard-of-Hearing individuals experience communication barriers in healthcare settings, contributing to delays in treatment.
  • Concerns About Emergency Communications: 20% of Deaf and 24.3% Hard-of-Hearing users also expressed serious concerns that communication barriers would prohibit them from contacting healthcare personnel in an emergency situation.
  • Independence Boost: Assistive technology nearly doubled rates of independence, with 60% of Deaf users and 63% of Hard-of-Hearing users reporting increased autonomy.
  • Emotional Strain: 55% of Deaf users and 83% of Hard-of-Hearing users reported emotional distress due to communication frustrations.
  • Social and Professional Opportunities: 46% of Deaf and 32.9% of Hard-of-Hearing users saw improved social and career prospects thanks to assistive technologies.

Empowering the Deaf and Hard-of-Hearing Through Technology: A New Era of Communication and Independence

At Nagish, we’ve seen firsthand just how much communication shapes daily life for Deaf and Hard-of-Hearing communities. Our recent survey highlights the significant barriers they face in the workplace, healthcare settings, and in their social lives. But it also sheds light on a powerful solution: assistive technology. The results of this survey reinforce our commitment to empowering these communities and remind us why our mission matters: with access to the right tools, independence grows, opportunities expand, and well-being improves.

We collected data through a comprehensive survey involving over 300 individuals who are Deaf or Hard-of-Hearing and currently use hearing assistive technology. The survey included 179 Deaf and 140 Hard-of-Hearing participants, with data collected in an inclusive and accessible manner to ensure that everyone could participate and share their experiences without barriers.Communication Barriers in the Workplace: Limiting Career Mobility

Communication challenges in the workplace remain one of the most significant hurdles for Deaf and Hard-of-Hearing individuals, preventing them from fully realizing their career potential. Assistive technology offers a solution by removing these barriers and expanding access to a broader range of job opportunities and career growth.

Download the PDF Report

A majority of Deaf and Hard-of-Hearing participants reported that communication barriers affected their career decisions, making it harder to pursue job opportunities or advance in their careers.

Deaf Participants

Hard-of-Hearing participants

65% of Deaf users rely on assistance from hearing individuals at least once a week to communicate effectively, which can limit their ability to fully engage in dynamic work environments.

Communication Barriers in Healthcare: A Matter of Public Safety
Communication challenges are not just a workplace issue — they extend into healthcare settings, where they can directly impact individuals’ health outcomes. Accessible communication tools are essential for ensuring that Deaf and Hard-of-Hearing individuals can receive timely and accurate medical care, especially in emergency situations

Many Deaf and Hard-of-Hearing users face communication barriers in healthcare settings, which can lead to missed appointments, misunderstandings about medical treatments, and delayed care.

Deaf users:

62%

Hard of Hearing users:

66%

Some Deaf and Hard-of-Hearing users have concerns about reaching healthcare professionals in emergencies, highlighting serious public safety risks.

Deaf users

Hard-of-Hearing users

Empowering Independence Through Assistive Technology
One of the most encouraging findings from our survey is just how much independence is boosted with assistive technology. This improvement in independence is not just about doing things on their own; it’s about having the confidence and ability to engage fully in both professional and personal settings.

Assistive technology has significantly increased the independence of Deaf and Hard-of-Hearing users in managing daily tasks, showing clear improvements after adoption.

Deaf users

Hard-of-Hearing users

Expanding Social and Professional Opportunities
Beyond independence, assistive technology creates connection.By removing communication barriers that keep people from joining in socially or professionallyassistive technology allows users to engage more deeply in social activities and pursue career opportunities that were previously out of reach.

Assistive technology has helped Deaf and Hard-of-Hearing users expand their social networks and professional opportunities, enabling new connections and career growth.

Emotional and Psychological Impact: The Hidden Toll of Communication Barriers
People often overlook the emotional and psychological toll of communication , but they can have a profound impact on the mental well-being of Deaf and Hard-of-Hearing individuals. Assistive technology can help alleviate this emotional strain, empowering users to communicate more effectively and reducing the anxiety associated with relying on others for basic communication.

A significant number of Deaf and Hard-of-Hearing users experience frustration and anxiety when communicating with family and friends, leading to isolation and stress.

Deaf users

Hard-of-Hearing users

Why This Matters: A Call for Widespread Adoption of Assistive Technologies
The findings from our survey are clear: communication barriers continue to limit the lives of Deaf and Hard-of-Hearing individuals in many areas, from the workplace to healthcare to their social lives. What’s also clear to us is that the question isn’t whether assistive technology helps—it’s how quickly we can make this powerful solution universally available.. By making these tools more accessible, we can open up new opportunities for individuals to thrive in their careers, maintain better health, and lead more independent lives.
At Nagish, we are committed to advocating for the integration of assistive technologies in all aspects of life. Whether it’s in healthcare, the workplace, or social settings, these technologies have the potential to create a more inclusive society where Deaf and Hard-of-Hearing individuals can live fully empowered lives. 
Our hope is that these findings inspire not just awareness, but action. We hope this survey creates awareness and action in promoting accessibility and inclusion for these communities. Together, we can create a world where everyone, regardless of their hearing abilities, has equal access to opportunities and services.