RoboDebt; Not My debt; CentreLink Enquiry

HI all,

Earlier this year the Federal Government commissioned the Senate to complete an enquiry into the Design, scope, cost-benefit analysis, contracts awarded and implementation associated with the Better Management of the Social Welfare System initiative . The less confusing version is: "CentreLink and the experiences of people during the so-called 'robo-debt' collection.” 

My submission is at http://www.aph.gov.au/…/Com…/SocialWelfareSystem/Submissions No. 116.

It was great to read so many organisations highlighted the needs of the many vulnerable people in the community who have lots of difficulty in accessing numerical and financial information, or even knowing what are their Rights. 

I was invited to present to the Senate enquiry in person (teleconference). On Thursday 27 April, 2017, I presented to the Australian Senate Standing Committee on Community Affairs regarding my submission, access and information at CentreLink, both low adult literacy and also low computer literacy in our community.

The Hansard recording of my hearing presentation is here. Look under Launceston 27 April, 2017.

The Advocate" http://www.theadvocate.com.au/…/…/centrelink-english-learnt/ and "The Examiner" http://www.examiner.com.au/…/462…/centrelink-english-learnt/ also reported on my presentation, as well as other presentations from the Launceston hearing, including mentioning my evidence.

I included some information on numerical literacy in my submission. In my presentation I focused more specifically on the breadth and extent of low literacy skills in our community, and also the lack of computer literacy (and access to the hardware/internet) in the community, required to access CentreLink.

I could have also discussed the huge percent of adults with low Numerical Literacy in our community, but there is only so much you can emphasize in a 35 minute conversation. The import of my message was heard.

Another submission used the term "CentreLink English" to describe how difficult it is to read and understand information from CentreLink. I was asked about whether I had heard this term before! No, but just imagine you walk into a new job. Everyone uses acronyms, phrases and words that are familiar to them, but completely unfamiliar to you, the outsider. Yes, that is what CentreLink English is like.

The report from this enquiry is due out in early June 2017.
Next: is to hear what will happen for change. 
What will the recommendations be? I will keep you posted.

  

I am here to help you develop and build awareness of the need for government documents to be accessible for people with non functional literacy. I am advertising a 2 day training “Learn to write Easy English” for June 19 & 20 in Melbourne. Flyer and booking links or contact me using any of the methods below.

Cathy Basterfield

Access Easy English

www.accesseasyenglish.com.au

cathy@accesseasyenglish.com.au

0466 579 855 

Facebook:    /accesseasyenglish

Twitter: @accesseasyengl@accessseasyengli

Computer Literacy and Easy English

Have you ever thought about how much reading is involved in accessing a computer, or the internet?

If you can read well, you probably have not.

An article in this week’s Age newspaper (Melbourne) summarised the findings from recent Australian Curriculum Assessment and Reporting Authority research on Australian student’s use of computers and the internet. This is in-line with other research in the domain of computer literacy from ABS # 4228, 2013 and also ehealth literacy, both for Australian students and international students. This weeks research states 48% of Year 10 students have non functional computer skills to manage and process information. The ABS data identified non functional use of technology, that is, adults unable to use the computer based testing, and instead used paper based testing was 24%.  A significantly higher proportion of people were recognised as having non functional computer based problem solving skills. (Over 70%) This is consistent with many other OECD countries.

It would surprise many to hear the computer literacy for accessing meaningful information is extremely low, and in fact is non functional for a high proportion of the population. This is not about use of social media, and Instagram and such, it is about meaningful searches, access and use the breadth of information on the internet.

Then, consider the older population. Do you have older relatives or friends who do not own a computer, laptop or iPad? I do.  Do some own a computer, but are not connected to the internet? Yes, I can think of some people here too.

Often clients in group homes (called CRU's) or people in SRU's, do not have access to the internet, or wi-fi in their facilities. How do they access information?  Nursing Homes, hospitals and such. What is the access like here for patients?

On your website. What now?

That is great. But once someone with poor literacy has got past getting your web address right, can they find what they need on your website?

Look at your website. How much of your website is text?  What level of literacy does it requite to read, understand and use that text?

Ok, you could use a screen reader to read everything aloud, but often the language is too complex, too dense and does not relate enough to the person's experience. Once again another means to reduce their interaction with your website.

Where is your phone number and contact us section?

MMM. No phone number. Companies, and many government departments have recently done away with contact phone numbers, easily displayed. They want you to complete an email. Once again, great if you have the skills to type, spell and compose this information. In this current climate, when access to mobile phones is so much a part of our society, why do large organisations insist on an email? Every organisation should provide a multitude of ways the public can access them.

Now, I really need you to think about who is your audience. 
How do you make your website accessible to the 44 % of the adult Australian population with non functional literacy, over 70% of the adult Australian population with non functional technology based problem solving skills.  ABS # 4228, 2013 .  And these numbers will not reduce. Based on the data of the functional use of the computer by current school students, it is an ongoing issue which needs to be addressed.

Ask me how we can work together to begin to address this enormous issue by using the techniques of Easy English on your website.

Cathy

Cathy Basterfield
Speech Pathologist
Access Easy English
cathy@accesseasyenglish.com.au
www.accessseasyenglish.com.au
0466 579 855

Facebook.com/accesseasyenglish
Twitter @accesseasyengli  

References:
Australian Bureau of Statistics.2013.  Programme for the International Assessment of Adult Competencies. Accessed 21/11/2015

Australian Communications and Media Authority 2015. Use of digital media and communications by senior Australians Accessed 21/11/2015.

Australian Curriculum Assessment and Reporting Authority  2014. National Assessment Program –ICT Literacy Years 6 & 10 Report 2014
Cameron D Norman and Harvey A Skinner 2006 E-Health Literacy: Essential Skills
for Consumer Health in a Networked World. J Med Internet Res 2006;8(2):e9  

 

The internet and your reading

The internet continues to promise to be the answer to all our reading and information needs.

An article in this weekends Melbourne Age  summarises some recent research from New Zealand's (Wellington) Victoria University.

The study by Hooper and Herath reinforce previous studies which identifies people read differently, comprehend less, recall less and concentrate differently when reading online. 
Interestingly, it identifies people still commonly print off items they think are important.

It reported people actually expect to be interrupted when reading online.

Read their full article here  

 Think about the people who have low literacy now. Read my other blogs from October 2013 for a discussion on the demographics and incidence of low literacy, both for Australia and internationally. How do these people access the internet, and stay informed?

Talk to Cathy about how to improve the readability and content of your web information and websites.

Cathy

Cathy Basterfield
cathy@accesseasyenglish.com.au
0466 579 855
www.accesseasyenglish.com.au

Reference


Hooper, Val and Herath, Channa, "Is Google Making Us Stupid? The Impact of the Internet on Reading Behaviour" (2014). BLED 2014 Proceedings. Paper 1.
http://aisel.aisnet.org/bled2014/1