Reduce competing input. Lower avoidable sound, glare, crowd interaction and unnecessary speech.
Core protocol
Communication Access Response
Use one communicator. Avoid multiple people repeating or rephrasing the same demand at once.
Ask one concrete question. Literal, specific language is easier to process than implied or layered instructions.
Change channel. Offer writing, typing, pointing, AAC, YES/NO or choice-based responses.
Wait. Processing time is an access feature. Do not fill every pause with another question.
Confirm the next step. Write down what happens now, next and later when that information matters.
Do / avoid
Make the interaction easier to use.
DO
- Speak literally and at a steady pace.
- Keep to one topic or decision at a time.
- Offer concrete choices when useful.
- Accept writing, typing, AAC, gestures and pointing.
- Provide written summaries and next steps.
- Ask before touch and explain procedures before doing them.
- Allow breaks without treating the break as refusal.
- State changes directly when the plan changes.
AVOID
- Rapid repeated questions.
- Stacking several instructions into one sentence.
- Raised volume as a substitute for clarity.
- Forcing eye contact or speech.
- Unexpected touch when it is avoidable.
- Debating with someone who is already overloaded.
- Assuming silence means agreement, defiance or lack of understanding.
- Removing a working communication method because it looks unusual.
Fast-access board
Eight messages every Access Point should support.
✎ WRITE WITH ME Speech is difficult right now.YES / NOSimple response without a sentence. STOPStop the current action or input. WAITPause and give processing time. MORE TIMEDo not repeat the demand yet. SHOW MEDemonstrate or point instead of adding words. BREAKPause the interaction and resume later. WHAT NEXT?Make the next step explicit.
Healthcare / complex service handoff
Written summary is part of access.
For appointments, benefits, legal services, school meetings and other high-information interactions, the service should be able to preserve the important outcome after the conversation.
Diagnosis/working explanation, eligibility determination, service decision or other outcome.
Tests, referrals, documents, medications, forms or tasks.
Plain-language reason when the rationale matters to the next action.
One action at a time, responsible party and sequence.
Timeline, appointment, deadline or expected response.
Written/digital route where available instead of a hidden phone-only dependency.
Document changes from the original plan rather than expecting the person to infer them.
Clearly separate urgent actions from routine follow-up.