Getting feedback

Allow anonymous feedback opportunities

• Make it clear that anonymous feedback is allowed and welcomed.
• Don’t ask for extra personal details unless they are truly needed.
• If you use an online form, don’t require people to log in.
• Explain what information will be kept private, and what might be shared.
• Tell people how the feedback will be used, and who will see it.

• Let people share feedback without having to share their name or email publicly. For some people, being anonymous helps them feel safer and more comfortable being honest.
• Make sure anonymous feedback is treated seriously and not dismissed.

• Inaccessible feedback mechanisms
• Lack of public awareness of the standards feedback process

Establish continuous feedback loops

• Let people share feedback anytime, not just during scheduled review periods.
• Accept input from individuals, organizations, and communities whenever issues or improvements are noticed.
• Clearly explain how to give feedback and what supports are available (e.g., plain language, captions, sign language/interpretation, screen-reader friendly).
• Make feedback channels easy to find and use, such as online forms, email, phone lines, or mail.
• Track and respond to feedback promptly so people know their input matters.
• Regularly review and act on feedback to improve standards over time.
• Share updates with communities on what changes were made because of ongoing feedback.
• Ensure feedback loops are inclusive, so all voices, especially from underrepresented groups, can be heard.

• Publishing standards does not guarantee awareness or access
• No way to track the real-world impact of a standard
• Lack of transparency in how feedback is processed
• Lack of public awareness of the standards feedback process
• Inaccessible feedback mechanisms
• Consultation fatigue in D/deaf and D/disabled communities

Plan what to do if goals aren’t met

• Decide ahead of time what you will do if participation goals are not reached.
• Consider extending the comment period, changing your outreach approach, or building new relationships with groups that were not well represented.
• Set clear “minimum” targets, for example: number of participants, or key groups that must be included.
• Check progress early so you still have time to adjust.
• If you’re missing key voices, pause and fix the outreach instead of moving forward anyway.
• Ask community partners why people didn’t participate and what would make it easier next time.
• Add new accessible engagement options, like phone calls, short sessions, or one-on-one interviews.
• Extend timelines if needed, especially for reviewing documents.
• Document what didn’t work and what you changed, so the process improves over time.

• Difficulty receiving and communicating information
• Inaccessible digital collaboration tools
• Lack of clear and accessible onboarding process

Provide more than one way to give feedback

• Explain clearly how people can send feedback, and what help or support is available.
• Give people more than one accessible way to report problems they encounter during submitting feedback.

• Let people share feedback in different ways, like an online form, email, physical mail, phone, or small group sessions.
• If you want feedback from a specific group, use a method they already trust and feel comfortable using.
• Choose feedback options that fit the community you’re working with.

• Inaccessible feedback mechanisms
• Lack of public awareness of the standards feedback process
• Lack of transparency in how feedback is processed

Show accountability and build trust with D/deaf and D/disabled people

• Keep a public record of the work and ensure it is shared in accessible formats. For example, use a blog or webpage to share updates, older drafts, and what changes were made because of feedback.
• Be clear about what you can change and what you cannot change.
• Follow up after people give feedback to show what you heard and what you did with it. If feedback isn’t used, explain why.

• Make connections with D/deaf and D/disabled organizations and engage according to their preferences and direction.
• Avoid over-consulting the same people. Rotate participation and respect fatigue.
• Work with technical committees and people from equity-denied communities to agree on the goals for an engagement.
• Share updates regularly, not just at the end, so participants can see progress.
• Share specific examples of how feedback from D/disabled and D/deaf people led to changes in the standard, the process, or even the project team. This shows the engagement was real and not just for show.

• Consultation fatigue in D/deaf and D/disabled communities

Use fair and transparent decision-making

• Show accountability and build trust with Disabled and Deaf people
• Use inclusive approaches for decision-making
• Empower chairs and facilitators to manage conflict

• Give extra attention to feedback from groups that face barriers, especially when deciding what changes to make.
• Write down and share the rules you use to accept or reject feedback. Don’t dismiss feedback as “out of scope” without a clear reason. If you don’t use someone’s feedback, explain why.
• Share the decisions you made and what happened as a result. This builds trust and shows that people’s time and input matter.

• Lack of transparency in how feedback is processed