Frequently Asked Questions
This collection of frequently-asked questions is a result of various client interactions that have been grouped by subject.
If you can't find the answer you are looking for, you can also search the T-Base website with key words in the search box above, located in the top right corner of the screen.
We, of course, welcome input on the contents of this FAQ or would be pleased to answer any additional questions you may have by sending us an email at info@tbase.com.
Frequently asked questions about...
Braille
Large Print
e-Text
Audio
Accessible Websites
What is braille?
What is the difference between grade one and grade two braille?
Can braille be used with computers?
Is it possible to produce a braille graphic?
Can braille be produced in-house?
Can braille be duplex (on both sides of the page) printed?
What is Large Print?
Why can't I enlarge a copy myself on a photocopier for large print?
What about the use of illustrations in large print?
What is e-Text and why should I produce it?
How is e-Text represented?
What is Audio?
Why is it important to produce and audio format?
How is the audio format produced?
Why is it important to have an accessible website?
What impact does not having an accessible website have on my clients?
Does T-Base have the ability to support Spanish statements?
Do we still need to send the client their conventional print statement?
What happens to charts and graphs in statements when converted to braille or large print?
How is my company’s brand / logo represented in an alternate format statement?
How does disclosure information appear on an alternate format statement?
How is braille and large print presented in its final format?
How many pages of braille and large print are produced when originating from a one page duplexed statement a) with disclosures and marketing and b) without?
We have convenience cheques with our statements, are these produced in alternate formats?
What Stationery Supplies need to be provided for T-Base?
What happens to the Inserts?
What about inserting materials specific to a product?
Does T-Base use the barcodes as provided?
Can we send alternate format consumers the legal material included in the conventional statements as well?
How are remittance forms, Tear off’s, Coupons handled?
Does T-Base support Cheque Imaging?
How is the information transferred securely?
What types of files can T-Base accept?
I want to send T-Base preformatted Braille files, is this acceptable?
How do we identify Braille and Large print files?
Can we reconcile file receipt and content with T-Base when producing my statements?
What is the SLA on alternate format statement delivery?
What is the SLA on alternate format transcription documents?
FAQ's about Obligations
What are my obligations with respect to alternate format statement delivery and the ADA?
Do Web Accessibility Standards and Guidelines exist?
What is Section 508 and does it impact me?
FAQ's about Transition Your Statement Business
Why should I choose T-Base to transition my business?
Will I continue to receive the same level of professionalism that I have experienced with my current supplier?
How will this change affect the current process by which statement information is transmitted for alternate format production?
Will this change affect my current statement pricing?
Will our customers experience any service interruptions as a result of a transition?
When can customers expect to receive their alternate format statements from T-Base?
Can T-Base meet our secure statement processing requirements?
Does T-Base have experience dealing with companies of our size?
I already deal with a statement processing company. Do I have to switch providers?
Is accessible statement delivery T-Base's only specialization?
FAQ's about Alternative Formats
Braille
What is braille?
Braille is a reading system of raised dots. Named after its inventor, Louis Braille, the system's basic "braille cell" consists of six dots grouped in two vertical columns of three dots each. There is English braille and French braille. Grade 1 braille is the most basic representation of letters, numbers and punctuation while Grade 2 combines approximately 300 contractions and is the most commonly used.
What is the difference between grade one and grade two braille?
Grade one is uncontracted braille letter for letter. Grade two is contracted braille using symbols to represent words and letter combinations.
Can braille be used with computers?
A wide range of devices allow braille users to access information on a computer screen. Refreshable braille displays, for example, consist of small pins, which move up and down to form braille letters in accordance with single-column text on a screen. While these devices can read text, they cannot interpret graphics (or text that has been produced as a graphic). Increasingly popular are devices that combine braille display with synthesized speech output giving blind users faster and more accurate interpretation of the computer screen.
Is it possible to reproduce a graphic into braille?
In some cases, as with flow charts and mathematical diagrams, a braille illustration can be reproduced. A professional braille supplier will provide you with information on how to convert your graphic into a braille document at the testing stage.
Can braille be produced in-house?
Using a statement service provider is strongly recommended, as this will ensure that your documentation is effectively relayed to the end user.
Can braille be duplex (on both sides of the page) printed?
Yes it can. Both sides are printed at the same time, and the raised dots will appear slightly adjacent to one another from back to front.
Large Print
What is Large Print?
Large print publications use a set of guidelines that improve readability beyond standard design and formatting. This includes a larger point size for characters - 16 points is recommended - plus the use of non-serif fonts, increased spacing and improved contrast. The aging trend means that more people than ever before have partial sight and require large print. For this reason, it may be practical to have the original publication produced in large print.
Why can't I enlarge a copy myself on a photocopier for large print?
Using a photocopier's zoom feature to increase readability for clients requiring large print is not recommended. Photocopying can result in reproduction issues such as low contrast and poor quality. In addition, photocopying does not adhere to the large print standards for the uniformity of font size and style, high contrast and layout design.
What about the use of illustrations in large print?
Large print publications can use enlarged graphics while maintaining the same contrast, clarity and colour as the original version. Graphics containing text and captions should use the same large print guidelines as other text and where possible, wrapping text around graphics is avoided.
e-Text
What is e-Text and why should I produce it?
E-Text is a portable electronic storage that is necessary to deliver computer files to clients that do not have web or e-mail access. Many people do not have web or e-mail access for affordability reasons or their particular disability prevents them from being able to use these services. It is important, therefore, to make diskette and CD's available as options for information delivery.
How is e-Text represented?
E-Text, or electronic text, refers to publications in which all graphical components, including relevant photographs, charts and illustrations are fully explained in text and stored electronically in the form of CDs, DVDs, Zip disks, traditional floppy diskettes for distribution by e-mail, web page or diskette.
Audio
What is Audio?
Audio format provides access to printed documents for people who are blind or partially sighted and is becoming increasingly popular on websites. It also offers an enhanced comprehension for people with learning disabilities, low literacy skills and for new Canadians unfamiliar with Canada's official languages. In addition, audio provides access when reading print is not possible or is cumbersome.
Why is it important to produce and audio format?
For people who are blind or partially sighted, audio information removes the challenge of interpreting computer files that contain graphics, have multiple columns and other complicated design components that are unfriendly to screen reading devices.
How is the audio format produced?
The audio format typically uses a professional narrator to read text heard on cassette tape or CD. Users navigate through sections of the audio using index tones. On a conventional cassette tape, the standard format is 2-track audio providing audio on each side of a cassette tape that can be played on any commercially available cassette tape player. (A number of organizations distribute 4-track audio to increase the amount of programming that can be put on a single cassette but this format requires special playback machines). With the popularity of Compact Disk, this is the most cost effective and efficient way to provide access to information in audio format.
Accessible Websites
Why is it important to have an accessible website?
Some people who are blind or have partial sight use "screen reading" software that can convert written text on web sites into other formats they can access, such as audio or braille. However, the screen reading technology cannot interpret graphics or text that appears in graphical form. For this reason, web sites need to be made accessible by ensuring that all visual and multi-media components are available in text.
What impact does not having an accessible website have on my clients?
If a web site has not been designed with accessibility in mind, there are many barriers faced by people with disabilities. Your message is not being heard by a large percentage of your client base. Common accessibility problems include:
Images without alternative text
PDF files not also available in HTML format
Uncaptioned audio or undescribed video
Lack of alternative information for users who cannot access frames or scripts
Tables that are difficult to decipher
Poor colour contrast
Text sizes and styles that cannot be easily changed by the user
Content not presented in a logical reading order
FAQ's about Statements
Do you have the ability to support Spanish statements?
T-Base supports English, Spanish and French for both braille and large print statements.
Do we still need to send the client their conventional print statement?
Alternate format statements are considered access tools, convenience statements. It is required that the conventional print statement continue to be mailed to the consumer. The conventional print document is the legally binding document.
What happens to charts and graphs in statements when converted to braille or large print?
Charts and graphs cannot be represented in alternate formats in the same graphical format as they do in the conventional print. If the charts and graphs contain extractable text data, that information will be laid out in a narrative linear fashion. If the graph does not contain extractable data, the information will not be contained in the statement. A line of text indicating this can be inserted ie: Please refer to your conventional print statement for the chart regarding your asset allocations.
How is my company's brand / logo represented in an alternate format statement?
Issuing institutions are clearly identified in all braille and large print statements with logos. Branding is represented in narrative; however, graphical logos appear on the large print statement and a label with your logo is adhered to a braille statement. Due to the need for high contrast materials for large print users, T-Base does not print in color. Logos need to be supplied in a standard graphic format (jpeg, gif, eps) and will be converted to grayscale for printing.
How does disclosure information appear on an alternate format statement?
Any disclosure material, terms and conditions, or legal information, (usually found on the back of the original first page), is extracted, formatted and printed at the end of the alternate format statement. As pagination will differ from the original, this formatting standard ensures that the statement details will remain uninterrupted.
How is braille and large print presented in its final format?
While most statements are reproduced into braille on 8.5' x 11' 100lb paper and large print is printed on 8.5' x 11' 70lb opaque paper, the exception to this rule is wealth management and telecommunications statements in braille, which are typically printed on 11' x 11' 100lb paper. This difference is due to the length of detail found in these types of statements.
How many pages of braille and large print are produced when originating from a one page duplexed statement a) with disclosures and marketing and b) without?
One page with disclosures and marketing information would result in 5 pages of large print and 12 ½ pages in braille. When a statement is converted, void of this disclosed information, the large print format results in 2 ½ pages, and 7 pages are produced in Braille.
We have convenience cheques with our statements, are these produced in alternate formats?
Cheques associated with card product statements cannot be replicated in alternate formats. A line of text may be inserted in the alternate format to notify the reader that cheques are available for their use in the conventional print. Specific verbiage can be discussed.
What Stationery Supplies need to be provided for T-Base?
T-Base will provide the envelopes, labels and paper. T-Base can use a client's branded envelopes should they prefer, however T-Base insists on providing the paper for printing as we have specific requirements which best serves out clients' customers.
FAQ's about Inserts
What happens to the Inserts?
T-Base can accommodate Inserts. We need to receive the documentation for transcription before the inserts are required for production. The inserts will be formatted and ready for both large print and braille printing. Once T-Base begins to receive the statements, the inserts will be printed in the same format as the statement and shipped together.
What about inserting materials specific to a product?
T-Base can accommodate selective inserts as well. Again, as mentioned above, we will transcribe and prep the inserts for printing. Upon request for an insert it will be printed in the same format as the statement and shipped to the client. Using the Human Readable code or some identifier, T-Base can match the appropriate insert with the product/statement.
Does T-Base use the barcodes as provided?
As barcodes typically come in as graphics and graphics are not used in alternate format production T-Base does not have the ability to read or decipher direction from barcodes. Other indicators must be used.
Can we send clients' alternate format consumers the legal material included in the conventional statements as well?
Usually, banks provide the legal disclosures with every statement. Typically in deposit accounts this is not necessary but in card products and wealth management statements, it is strongly advised and followed.
How are remittance forms, Tear off's, Coupons handled?
Remittance forms in conventional print statements cannot be replicated in alternate formats. A line of text may be inserted in the alternate format to notify the reader to the location of the remittance form found in the conventional statement for their use. Specific verbiage can be discussed.
Does T-Base support Cheque Imaging?
It is important to note that the images are not represented in braille and large print. The line data associated with the cheques is laid out in a linear format. Should a banking client wish to add detail to the cheque imaging section, they may do so.
FAQ's about Delivery
How is the information transferred securely?
When transferring information, an SFTP, SIFT or VPN transfer process is utilized. T-Base Communications is PCI compliant, and adheres to the regulations as directed by the PCI standards council. We currently have Filezilla set-up for transfers, it is an SFTP solution.
What types of files can T-Base accept?
T-Base can accept AFP, PDF, and text files.
I want to send T-Base preformatted braille files, is this acceptable?
As T-Base is responsible for the output of the braille statement, we need to be able to design the statement to the guidelines and specifications that we adhere to. T-Base will support a client for a time being in processing and reproducing their braille statements, if the client intends to migrate to shipping T-Base an electronic file for design.
How do we identify braille and Large print files?
Statements can be sent concatenated in one file for each format ie braille 1, braille 2, large print and e-Text using a naming convention of the following sort:
' BRAILLE<1or2>_<original name>.<ext>
' LRGPRINT_<original name>.<ext>
' ETEXT_<original name>.<ext>
' AUDIO_<original name>.<ext>
Braille and large print can be mingled within one file; however, identification of requested output must be inserted.
Can we reconcile file receipt and content with T-Base when producing my statements?
Upon download and processing, a reconciliation report is created. This report can be shared daily with clients via fax or email. This report does not contain any confidential information, only statements by format received.
What is the SLA on alternate format statement delivery?
Once statements enter the production stage, the SLA is 3-business days, and traditionally arrives to the consumer within a few days of their conventional print statement.
What is the SLA on alternate format transcription documents?
T-Base works closely with clients to meet their delivery requirements. Depending on the complexity and length of a document for transcription, T-Base can deliver most typical documents in one week.
FAQ's about Obligations
What are my obligations with respect to alternate format statement delivery and the ADA?
On July 26, 1990, the Americans With Disabilities Act, (ADA), was passed by Congress. The ADA provides major civil rights protections to individuals with disabilities. The various titles of the ADA address several aspects of rights and obligations. More specifically, Title III, Sec.36.303, has a direct impact on financial institutions which; 'prohibits discrimination of, exclusion, denied services, segregated or otherwise treated differently than other individuals due to the absence of effective communication through alternate formats such as braille and large print materials.'
Do Web Accessibility Standards and Guidelines exist?
The W3C (World Wide Web Consortium) is and has been the lead on emerging internet recommendations and guidelines. The W3C however goes to some length to differentiate them selves as not being a Standards body but rather, one that issues "recommendations". They do work closely with organizations such as the ISO, however they do not publish Standards, nor do their recommendations and guidelines read as standards.
In the field of Web Accessibility, the W3C's Web Accessibility Initiative has been active since the late 1990's. WAI, in coordination with organizations around the world, pursues accessibility of the Web through five primary areas of work: technology, guidelines, tools, education and outreach, and research and development. In May of 1999, the WAI issued their first Web Content Accessibility Guidelines (or WCAG), which is structured into three levels of severity or Priority, and then presents a collection of guidelines or checkpoints based on the checkpoint's impact on accessibility.
Interestingly, with few exceptions, existing legislation, when advocating any web content standards, reference this document, even though it is not a standards document. Many of the existing checkpoints within the document are subjective in nature and open to individual interpretation. None-the-less, striving for websites that meet at least the Priority 1 and 2 Guidelines has been cited in numerous legislations where measurable results are required.
Recognizing the subjective limitations of some of the W3C Guidelines, the US government has written their own Web Accessibility requirements. In practicality, they are almost the same as the Priority one Checkpoints found in the W3C Guidelines, with some clarifications in terms of measurability, and the addition of a few items that are unique to their document.
What is Section 508 and does it impact me?
Section 508 requires that U.S. Federal agencies' electronic and information technology is accessible to people with disabilities. Other Section 508 requirements also have the net effect of requiring that vendors seeking to do business with the U.S. Federal Government must also ensure their web sites and software tools meet accessibility requirements. While Section 508 does not place obligations on the operators of private sector web sites, having a compliant website may help win federal work. Large companies seeking to conduct business with the Federal government also ensure their web sites are compliant.
FAQ's about Transition
Why should I choose T-Base to transition my business?
Many organizations have chosen to transition their business T-Base in order to provide customers with secure, timely, high-quality statement services under PCI compliance. T-Base's proactive security measures continue to reflect their commitment to client's high security standards and privacy obligations to your blind and partially sighted customers.
Will I continue to receive the same level of professionalism that I have experienced with my current supplier?
Yes. T-Base adheres to the highest standards of quality, accuracy - and additionally, provides enhanced secure transfer methods to safeguard valued client data that is sensitive in nature.
How will this change affect the current process by which statement information is transmitted for alternate format production?
T-Base is highly skilled and experienced with processing statements in both a manual and automated capacity, and is therefore capable of receiving confidential statement information in your delivery method of choice.
Will this change affect my current statement pricing?
T-Base can provide a competitive pricing structure where economies of scale can be realized.
Will our customers experience any service interruptions as a result of a transition?
No. Because we know it is of utmost importance to both our clients and T-Base that customers continue to receive their statement information in a timely fashion, safeguards have been implemented to ensure that no interruptions result from a transition period.
When can customers expect to receive their alternate format statements from T-Base?
Because T-Base processes are purpose-built, ensuring efficient turnaround times, accessible statements are processed within three business days, dependent upon the production method, (automated or manual processing).
Can T-Base meet our secure statement processing requirements?
Yes. T-Base has extensive experience dealing with both large and small-scale organizations, adhering to the strictest of security assurances to ensure the protection of confidential statement information. T-Base, has undergone a number of strict security audits by their roster of clients, and continually surpassing the expectations of compliance officers.
Does T-Base have experience dealing with companies of our size?
T-Base provides accessible service solutions for several Fortune 500 clients, successfully completing implementations of varying size and scope.
I already deal with a statement processing company. Do I have to switch providers?
T-Base works closely with many large statement processing companies such as First Data in the United States and Symcor in Canada. Your personal relationship can reside with both of these organizations while T-Base works behind the scenes to ensure your alternate format statement needs are addressed in conjunction with your standard statement processing business.
Is accessible statement delivery T-Base's only specialization?
No. In addition to producing private and secure statements in alternative formats, T-Base also specializes in the transcription of generic, mass-produced communications, accessible HR-related documents, braille-embossed business cards, and accessible website consultation. It has been a longstanding business mission of T-Base to ensure that blind and partially sighted consumers receive their sensitive correspondence in braille, large print, e-text and audio formats, assisting in meeting the diverse and accessible needs of all blind and partially sighted customers.
