Google and Comcast provide services in ASL with CSD’s Connect Direct
We all like direct communication, right? Google and Comcast now provide technical support services in ASL for deaf and hard of hearing people. When you go into Google and Comcast websites and click on “support,” you will see an ASL option that will lead you to a specialist who will communicate with you directly in ASL.
[Video by Google about Connect Direct support]
This was made possible by Connect Direct, a business that is under Communication Service for the Deaf (CSD).
The Daily Moth reached out to Craig Radford, the director of business development and strategy for Connect Direct and CSD, for an interview. We were curious to know more about Connect Direct. The first question we asked Radford was why is the business called Connect Direct.
CRAIG RADFORD:
I started about 3 years ago and I tried to come up with a name that fit what we’re trying to do. Our goal with the deaf and hard of hearing community was to be able to connect directly with someone via face to face sign language communication. That concept created its own name, Connect Direct. Then we decided to trademark the name and now it’s growing into a well-known brand.
RENCA: How does it work with Google and Comcast hiring Connect Direct, but Connect Direct has their own employees to provide the technical support in ASL?
CRAIG RADFORD:
Sure, they’re employees of Connect Direct. You know how sometimes you’d call customer support and they’d tell you to “press 1 for English, press 2 for Spanish”. If you pressed 2 for Spanish translation, you’d be connected to someone fluent in Spanish. That person speaking Spanish is typically a third-party company that is contracted with the main company. So, we’re like a third-party contractor providing customer support for them. We represent companies like Google and Comcast. So, we needed to build a facility center that would be staffed with deaf and hard of hearing representatives working in-house. People who call a company like Comcast would be connected to representatives from Comcast, or Google, located at our center or theirs. We’re like a third-party contractor.
So, Google hired our company to provide customer support for their deaf and hard of hearing customers. Our representatives typically go through training where they learn about the products and/or services that the company provides, and they provide the training also. As our representatives learn, we work more closely with these companies. While a deaf person calls via videophone, we would introduce ourselves on behalf of Google. You would think that we’re actually a part of Google, but it’s really Connect Direct behind the scenes doing contractor work.
RENCA: Are there more companies that Connect Direct will contract with?
CRAIG RADFORD:
We are talking to a lot of companies right now. So, there are more coming and a lot of them are expressing interest in contracting out to Connect Direct. I think it’s important that the deaf community knows that it’s available and that they can use it! Because if they use it, it can be used as evidence that the deaf and hard of hearing customers prefer direct sign language communication. There will be companies who will recognize the value in providing these services and they will continue these practices. So, I think it’s important that the deaf community is behind this.
RENCA: How can the deaf community show our support?
CRAIG RADFORD:
I would, if you were a current Comcast customer, and if you needed tech support or you might have questions with the billing. Typically, you’d call these companies through VRS, but not anymore because you can connect with them directly via videoconferencing in sign language. If you have Comcast services available in your area, you should consider switching to Comcast. We are not trying to support Comcast by directing customers to them. No, we are encouraging to consider taking a look at them because they are providing support to our community. Secondly, with Google, I would research what sort of products they have like the Nest which is a home security device that is owned by Google. So you can look into the products that they offer and benefit from our direct support services whenever you have questions or have issues that you need to solve. You can just call us. Oh yeah, I’d encourage you to utilize this feature as much as you can!
RENCA: Radford mentioned that nothing beats direct communication. Thank you Radford for your time. The link to Connect Direct’s website is in the transcript below.
We also learned that Microsoft provides services in ASL too. Microsoft is separate from Connect Direct. Microsoft has provided this access for several years now.
I personally have gone in all three sites: Google, Comcast, and Microsoft, and checked to make sure the ASL support option worked. Yes, they all do! I was able to chat with a live person in ASL. I really had a good experience and everything went smoothly.
Looking forward to more growth in companies having specialists who can communicate with us directly in ASL.
Connect Direct website:
https://getconnectdirect.com/about/
Google ASL Support website:
https://support.google.com/accessibility/answer/7641084
Comcast ASL Support website:
https://www.xfinity.com/support/articles/asl-help-videos
Microsoft ASL Support website:
https://www.microsoft.com/en-us/accessibility/disability-answer-desk