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Ask the person which way of communicating works best for them, then use that method when you can. If you cannot, explain the constraint, offer an accessible alternative, and agree on a practical next step. Do not assume that one channel or format works for everyone.

How to ask about communication preferences

Ask before the interaction when feasible, especially if the conversation may involve complex information or require a particular format or support. Keep the question open and make it easy for the person to name an option you did not suggest.

  • “How would you prefer I contact you?”
  • “Is there a format or communication support that would make this easier?”
  • “Would you prefer a call, text, email, or another way?”

Offer choices as possibilities, not assumptions. Let the person change their preference later, since the best method may depend on the situation.

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Follow the person’s preference and communicate directly

Address the person directly and ask what works for them rather than making decisions based on a disability, diagnosis, or another person’s guess. The American Speech-Language-Hearing Association recommends asking about communication preferences, strategies, and accommodations; it also advises confirming that information was understood. See ASHA’s Communication Access guidance.

Understanding is a two-way check, not a test. Invite questions, pause for a response, and ask whether the person would like anything repeated or presented another way.

Choose a method that fits the person and the communication

There is no universally best channel. Consider the person’s stated preference and usual communication method alongside the communication’s nature, length, complexity, and context. A brief appointment reminder may call for a different format from a detailed explanation or a conversation that requires back-and-forth.

Depending on the person and situation, accessible formats may include audio, large print, web chat, captions, sign language, or SMS. These are examples, not a checklist that applies to everyone. The UK Government’s accessible communication formats guidance describes format options; the individual’s preference should guide the choice.

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What to do when the preferred method is unavailable

  1. Explain the limitation plainly. Do not silently switch to a different method or imply that the person’s preference is unimportant.
  2. Offer an accessible alternative. Ask whether another method or support would work for this particular interaction.
  3. Agree on the next step. Confirm how and when you will communicate, and check that the alternative is usable for the person.

For service providers covered by it, Canada’s CAN-ASC-5.2.1:2026 Accessible Service Delivery standard, section 11.1, says to use a person’s preferred method and, if it cannot be accommodated, provide an accessible form of communication meeting the standard’s requirements. This is a service-provider standard, not a universal legal rule. In the United States, ADA.gov says state and local governments generally must give primary consideration to the person’s choice of communication aid or service, subject to exceptions. The applicable requirements depend on jurisdiction and context; see ADA.gov’s effective communication guidance.

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Planning communication for a wider audience

For organizational messages, ask what channels people can access and which they prefer for receiving information or seeking it. The World Health Organization recommends considering access and preference alongside reach and how well a channel supports recall and action. A channel with broad reach is not necessarily the strongest choice for every purpose; the WHO notes that different channels can perform differently for reach and action. See its accessible communications guidance.

Use audience insight to plan, then avoid treating the audience as uniform: make suitable formats available and give people a way to state an individual preference. Scotland’s Foundation Inclusive Communication Toolkit, published March 24, 2026, is another resource for inclusive communication planning.

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