Welcome to the third instalment of “Really listening to those who are seldom heard”, a podcast mini-series focusing on digital inequality in modern Britain.

Today’s episode is brought to you in partnership with Acas, the Advisory, Conciliation and Arbitration Service. Acas are on a mission to make “working life better for everyone in Britain”.

In this episode, David Finch from Acas speaks to our very own, Shuying Xu and Eleanor Bruce. They discuss their recent collaborative project and the process involved in developing an inclusive and accessible channel strategy at Acas. The project involved many discovery interviews and inclusive research, with a key focus on the seldom heard groups.

Together, they discuss the benefits of improving services for those hardest to reach, the challenges faced when trying to ensure the seldom heard groups are correctly represented and how these learnings will shape the future of accessibility within public services.

We’d like to thank David and the Acas team for the valuable insight taken from this project.

If you could benefit from the support or advice of Acas, you can call their helpline on 0300 123 1100 (translation services available), use the Relay UK text service on 18001 0300 123 1100 or visit their website www.acas.org.uk

Acas are an independent public body that receives funding from the government.