Category Archives: Gippsland

Increasing communication access at Information Centres in Gippsland

Bairnsdale Information Centre with the new symbols displayed

The Gippsland Regional Communication Service has been working with East Gippsland Shire Council’s Information Centres to increase communication accessibity. This is part of the council’s commitment to communication accessibility across all of its services.

Bairnsdale Information Centre has been the first Centre involved, with a view to roll out strategies across the Shire.

Bairnsdale Information Centre is an information hub in the centre of Bairnsdale. It is a resource for many international and Australian travellers. As well as providing information on local tourist activities, it helps travellers with logistical issues and with booking local accommodation. It also provide travellers with physical disabilities with information and links them to local resources to enable them to participate in tourism activities.

Information Centre staff had noticed some communication breakdowns in the centre. For example, travellers often made requests that indicated they were not aware of the Centre’s services. For example, it was not visually apparent that the Information Centre was able to book accommodation or that it offered free WIFI. All signage within the building was in written English words only, which was difficult to understand for people with low literacy or limited English. Staff also reported that several travellers daily asked for directions to public toilets (located outside of the building). This indicated that wayfinding signage could also be improved.

The Gippsland Regional Communication Service worked with staff to address these issues. Signage readability was increased by using visual symbols with written language. Symbols of  services provided by the Centre where displayed in the centre. Improved signage and a simplified map to direct travellers to the toilets made wayfinding easier.

The project is ongoing, but communication accessibity has already improved at Bairnsdale Information Centre. Feedback from both staff and travellers has been positive. This is another example of how small changes in a service environment can increase communication accessibility for everyone in the community.

Mel Newcomen, Gippsland Regional Communication Service