According to some brief research, it looks like somewhere around 0.33% of Americans under 85 are deaf, and around 4% are hard of hearing [1]. I find it preposterous to optimize for that small section of the user population at the expense of the overwhelming number of our users who tell us that phone is their preferred method of contact. We're probably going to continue asking for a phone number, because many users would be frustrated if email were the only method of reply available.
What I'm NOT suggesting is that we fail to accommodate deaf users. We don't have a policy on how to accommodate deaf or sight impaired customers, but we rely heavily on non-phone based means of communication, like Skype, so I'd imagine we could accommodate deaf users relatively easily. We use well formed HTML with semantic markup, but could probably stand to do some testing with screen readers.
Come to think of it. This request has moved me to action. Staff resources are going to be updated with notes on accommodating users with disabilities, including links to TTY services in the resource handbook. Solving this problem is probably easier than you think. All the major phone carriers are required to provide TTY services [2].
What I'm NOT suggesting is that we fail to accommodate deaf users. We don't have a policy on how to accommodate deaf or sight impaired customers, but we rely heavily on non-phone based means of communication, like Skype, so I'd imagine we could accommodate deaf users relatively easily. We use well formed HTML with semantic markup, but could probably stand to do some testing with screen readers.
Come to think of it. This request has moved me to action. Staff resources are going to be updated with notes on accommodating users with disabilities, including links to TTY services in the resource handbook. Solving this problem is probably easier than you think. All the major phone carriers are required to provide TTY services [2].
1 - http://research.gallaudet.edu/Demographics/deaf-US.php
2 - http://www.google.com/search?q=tty+services