Scottish Course to Train Tutors of Lipreading


Calling all text relay users!

Dear Sir/Madam,

Facts International and Opinion Leader, independent research agencies, have been commissioned by Ofcom, the UK communications regulator, to carry out some research assessing users' experience of text relay services.

As I am sure you are aware, text relay enables people who are deaf, hearing-impaired or speech-impaired to make and receive telephone calls.

Some changes to the service were introduced in October 2014 allowing users to access the service through smartphones, tablets, laptops and PCs and providing other updates to the service such as allowing voice and text to be transmitted simultaneously. The new service is called Next Generation Text (NGT) (http://ngts.org.uk ) and is accessed through downloading the 'NGT Lite' app onto a smartphone, tablet, laptop or PC. Text relay can still be used on textphones, but it doesn't give access to the enhanced features of NGT.

To assess how well the text relay service and the new features of the NGT Service are working for users Ofcom is undertaking a two-stage research project to find out about the experiences of text relay users before and after the new service was put in place. Stage 1 has already taken place and we are now undertaking Stage 2, which is why we are writing to ask for your help in publicising the research.

To get a good understanding of users' views of text relay, we want to talk to many different users. This includes users of text relay who are deaf, hearing impaired or speech impaired as well as users who do not have speech or hearing impairments (i.e. people who make calls to or receive calls from deaf, hearing-impaired or speech-impaired people via the relay service).

In particular we would like to hear from anyone who:

  • is 16 or over;
  • uses text relay at least once a month involving a relay assistant, and
  • is willing to complete a short survey (either online or face to face with an interviewer) and diary task.
  • Participants do not need to be using the new NGT Service on connected devices such as smartphones, tablets or PCs; we are interested in talking to any users of the text relay service regardless of whether they are accessing it on connected devices or textphones.

Communication support will be arranged, if participants would like this.

In order to reach a broad range of text relay users, we would be very grateful for your help. In particular we hoped you could:

  • pass on the details of the research to your organisations’ contacts or anyone else you think may be interested and
  • consider mentioning the research through any social media channels you use such as Facebook or Twitter.
  • pass on details of our study to any other relevant organisations

I have provided a summary of the research below for you to pass on to your contacts or for you to use on your website or social media channels. This includes details of the research and how people can register their interest in taking part.

Thank you in advance for your help with this important research.

If you have any questions about this email or the research please email textrelay@facts.uk.com or call one of our research team at Facts International on

01233 648532


Yours sincerely,

Lydia Fellows


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