I’ve got a mobile phone too! Hard and soft assistive technology customization and supportive call centres for people with disability

Abstract

Purpose: The purpose of this article is to examine the use of a mobile technology platform, software customization and technical support services by people with disability. The disability experience is framed through the participants’ use of the technology, their social participation. Method: A qualitative and interpretive research design was employed using a three-stage process of observation and semi-structured interviews of people with disability, a significant other and their service provider. Transcripts were analyzed to examine the research questions through the theoretical framework of PHAATE – Policy, Human, Activity, Assistance and Technology and Environment. Results: The analysis revealed three emergent themes: 1. Engagement and activity; 2. Training, support and customization; and 3. Enablers, barriers and attitudes. Conclusions: The findings indicate that for the majority of users, the mobile technology increased the participants’ communication and social participation. However, this was not true for all members of the pilot with variations due to disability type, support needs and availability of support services. Most participants, significant others and service providers identified improvements in confidence, security, safety and independence of those involved. Yet, the actions and attitudes of some of the significant others and service providers acted as a constraint to the adoption of the technology.

Implications for Rehabilitation

• Customized mobile technology can operate as assistive technology providing a distinct benefit in terms of promoting disability citizenship.

• Mobile technology used in conjunction with a supportive call centre can lead to improvements in confidence, safety and independence for people experiencing disability.

• Training and support are critical in increasing independent use of mobile technology for people with disability.

• The enjoyment, development of skills and empowerment gained through the use of mobile technology facilitate the social inclusion of people with disability.

Keywords:

• Assistive technology
• community independence
• mobile phone
• mobile technology
• PHAATE model
• social participation

Disclosure statement

The authors report no conflict of interest. The terms and conditions of the partnership grant ensured academic freedom. The research obtained ethics approval by the University Human Research Ethics Committee. The authors alone are responsible for the content and writing of this article.

Funding information

The project funding was provided to Village Networks by a government entity. The research grant was a separate funding agreement as a partnership grant between the University research team and Village networks.

Notes

Notes

1 International Business Research; Vol. 8, No. 3; 2015 ISSN 1913-9004 E-ISSN 1913-9012 Published by Canadian Center of Science and Education Factors Affect Mobile Phone Brand Choices – Studying the Case of Jordan Universities Students Muhammad Alshurideh1, Abdallah Bataineh 2, Barween Alkurdi 3 & Nedal Alasmr 4.

2 “Significant other” in this study may refer to a person with a disability’s partner, family member, carer, attendant or guardian whom they identify. The language used in the findings is reflective of the language that the person with disability used.