Cell Phones and Hearing Aids - Part 2

Here's Part One

BRENDA BATTAT

- SHHH and the Hear-It Now coalition petitioned the Federal Communications Commission to revoke the hearing aid compatibility exemption granted to wireless telephones, but this petition is still pending.

- While no action has been taken, the petition still has received some attention.

- In January 1996, a digital wireless telecommunications summit meeting was held; the meeting included hearing aid manufacturers.

- During the past four years, wireless reps and hearing aid manufacturers have been working toward solutions.

RON BARNES

- New rules for Section 255 were recently released.

- The industry is beginning to see company-wide training of sales, marketing, and customer service personnel, as they recognize that if a hard of hearing person is served well, that person will tell others and it will bring more business.

- Turnover is so high in the industry that customer service people who have stayed in their jobs for 3-4 years are considered veterans.

- Also targeted is communication between manufacturers and service providers about product features and accessories.

- CTIA has done outreach to organizations representing people with disabilities.

- Three companies are now offering neckloops for use with cell phones: Nokia, Motorola and Ericsson.

- The Cellular Telephone Industry Association (CTIA) has developed a set of training materials with the help of Pam Ransom, who involved consumer advocacy groups like SHHH.

- Among the things taught in the training:

Don't expect the customer to mention that he or she has a disability.

The problem is no one's "fault."

If you don't understand the problem, talk the customer through his or her use of the product, step by step.

People with disabilities are usually experts on how to make things work for them.

Know your products and services and their access features.

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BRENDA BATTAT

- Some company advisory councils have been set up to address cellular phone/hearing aid compatibility

- Most of the focus has been on changes in the circuitry and shielding mechanisms.

- If you are searching for a cellular phone now, "I think you'll be pleasantly surprised" by the immunity.

- New antenna designs and modification of battery packs have helped reduce or solve some problems.

- SHHH is looking at the development of an ANSI standard that would give a measurement of what would be considered acceptable interference.

RON BARNES

- The American National Standards Institute (ANSI) is an organization of scientists.

- The hearing aid interference standard under development is ANSI C63.19.

- Testing is being done by OUEMC Center.

- A lot of hearing aids can be used with digital phones right now.

- The standard has gone for ballot and will be finished no later than August 4.

- If approved it will become a standard and they'll start getting information out to people.

- ANSI standards usually take 7-10 years to develop; this one was put on the fast track and took just 3 years.

BRENDA BATTAT

- The challenge after the standard is passed is to explain it to consumers and providers.

- If you aren't able to find wireless access, you do have the right to complain to the company and tell the FCC.

- One advantage of using a loop with a telephone is that it gives you hands-free use of the phone.

- Options for telecoil users of cellular phones are still small.

- Attachments are viewed as a short-term solution because people want built-in access.

Here's Part Three