This is the second post in a two-part series from Dana Healy, Chief Operations Officer for Tightrope Media Systems (connect with Dana on LinkedIn) that explores how small, compassionate design choices build trust and inclusion in public communication. In Part 1 of this series (see Removing Rocks, Not Moving Mountains – Building Habits of Care in Accessible Design from October 29th), we looked at how small accessibility fixes, removing “rocks,” not mountains, help local governments build resident trust. In Part 2, we continue the conversation by examining how empathy and creativity can turn accessibility guidelines into meaningful digital experiences.
Understanding accessibility guidelines is only part of the work. As Rechtzigel explained, empathy and human context turn standards into meaningful experiences. The POUR principles, which stand for Perceivable, Operable, Understandable, and Robust, help translate that empathy into practical steps.
- Perceivable: Provide text alternatives for non-text content. Write alt text that conveys meaning (e.g. include the emergency number shown in an image). Add captions and transcripts for the video.
- Operable: Ensure everything can be used with a keyboard, has visible focus states, and avoids keyboard traps or timers.
- Understandable: Use plain language, consistent navigation, and specific, clear error messages.
- Robust: Build with semantic HTML and use ARIA labels only where needed so assistive technologies can interpret the content accurately.
These principles remind teams to consider how different residents perceive, navigate, and understand the messages we create every day.
When Rules Meet Real Life
Accessible design considers the human experience behind the rule. Frameworks like WCAG give us a strong starting point, but empathy is what transforms those principles into inclusive, usable design.
Rechtzigel shared one example from a web-based game funded through a government grant. If the team had followed WCAG rules to the letter, screen readers would have read every step of a memory game, giving away the answers. Instead, they “bent” the rule, adding custom audio cues that made the experience both accessible and fun.
Each of these moments underscores a shared truth: empathy and creativity are as essential as compliance. “Whether they’re watching a council meeting, completing a form, or playing a game,” Rechtzigel said, “guidelines help identify barriers, but empathy ensures everyone can fully engage.”
A Local Example: Describing What Residents Need to Know
That mindset applies equally to local government communications. Imagine a county posting an emergency graphic about road closures after a flood. WCAG requires alt text, but a literal description like, “Map of Main Street with red lines marking closures” misses the point.
Instead, they write:
“Map showing that Main Street between 4th and 9th is closed due to flooding; detour available on Oak Avenue.”
This version provides the “why” behind the image and helps residents act on the information.
Start Small: Five Bite-Size Actions with Outsized Impact
Rechtzigel encourages teams to focus on small, repeatable actions that fit naturally into daily work:
- Fix the Alt Text That Carries Meaning – Start with high-traffic pages like emergency notices, payments, and meeting agendas.
- Tackle PDFs with “Reduce and Remediate” – Retire outdated files and tag what remains for accessibility.
- Test Early, Test Simply – Even five residents can uncover most usability issues.
- Build in Accessibility From the Start – Review captions, contrast, and vendor standards early.
- Use Plain Language for Critical Paths – Keep words short, steps linear, and use clear error messages.
The Long Game
Accessibility is a marathon, not a sprint. Progress comes from steady, visible effort, one alt-text fix, one PDF cleanup, one five-user test at a time. The goal isn’t perfection; it’s care shown consistently, so residents feel seen and supported in every interaction.
Continue Your Progress
- Learn from accessibility practitioners. Watch the on-demand panel on audio description best practices for government teams.