Google Announces Pilot Disabilities Support Team

The Eyes-Free Google Groups recently announced a new accessibility and disability answer desk at Google. The project is in a beta version with efforts focusing on the limited user base from the Eyes-Free discussion group. The service aims to  serve individuals with disabilities fully utilize the various Google products and services, like Google Docs, Android, Hangouts, Gmail, and the various other platforms.

I am very excited for Google’s ongoing commitment to enhancing both the accessibility and support for individuals with disabilities, and hope we each may assist in the development of the new platform. Before you consider sending a note to the Google’s accessibility email, please read the below email that announced the creation of the service from the Eyes Free Google Groups. The group started several years back to develop things like Talk Back and has been the go to source for Blind and Visually Impaired Google users. Here is the forwarded email:

Forwarded Email Message follows:

I’m excited to announce that Google has a new dedicated disability support team who can be reached at disability-support-external@google.com. The support team will be available Monday through Friday, 8am-5pm PT, to answer any questions you may have about accessibility features within Google products, general accessibility and assistive technology questions.

While we’ve been testing internally for some time now, like any new product/project, we still have some kinks to work out. Therefore, we’re hoping the eyes-free community can help us

Read more to learn about the team and frequently asked questions.

What is the Google disability support team?

The Google disability support team currently consists of agents supporting all things accessibility related to Google. This means, any question(s) you may have with regards to accessibility within Google products or accessibility at Google overall can be emailed to disability-support-external@google.com and you will receive an answer to your question, feedback or concern by a support representative within 72 hours. Please note: At this time, the team will not be able to assist with product specific questions that are not related to accessibility.
The support team will be launching with email only, English only, Monday-Friday, 8-5pm PST.

Why is the Google accessibility team launching this?

Additional support and resources is one of the most frequent feature request we receive from customers, community members, Twitter followers, etc. This will be just one step further towards our long term goals of connecting more with the community and providing additional support.
For those who wish to have a more personalized experience with a Google accessibility expert, this will be a great option!

How can I help test and provide feedback?

That’s right, we’re still testing and we could use your help and feedback!
Simply email disability-support-external@google.com with any Google accessibility question (especially questions you may already know the answer to as this will help to provide feedback on the quality of the answer) and determine whether or not the response was accurate, timely (within 72 hours) and helpful. The feedback survey will be provided in the email from the support agent, simply fill it out at the end of your interaction with the team.

Want to know more? Check out some of the FAQs below:

Why the name “disability-support-external@google.com?”

Unfortunately, the word “accessibility” is often misunderstood as “access.” For multiple reasons, we needed to rule out “accessibility”, “access”, and “assist”.
“Support” and “External” are currently required. Eventually we’ll move towards a hyperlinked “Contact Us” throughout our support pages and Google accessibility site.

Why email only?

While we’re launching with email only, we have plans to quickly move towards additional support channels such as chat and phone. However, because this is a testing period, email allows us to take the time we need to ensure our responses and resources are as accurate as possible before moving to live support.

How long will the team be testing for?

We’ll be testing with just the eyes-free and accessible communities over the next month before launching more publicly.

What is Google trying to learn from this pilot?

Everything! Perhaps most importantly, what types of questions do our customers have and where can we improve our resources and external communication.

What are the next steps after the pilot ends?

Continue scaling! As mentioned above, we’ll be looking to add in additional support channels such as chat, phone and hangouts. Expanding support hours, languages and much more!