The National Relay Service

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The National Relay Service A phone
solution for young and old
Deborah Fullwood, General Manager, Outreach,
National Relay Service
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What is the NRS?

• A phone solution for people who are
• Deaf
• Hard of hearing
• Speech impaired
• and for the people who need to contact them

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About the NRS

• Make a phone call any time 24 hours a day, 7
  days a week
• No extra cost to make a relay call
• Completely confidential
• Priority response for emergency calls
• Free in-home training

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How it works - Relay Officers

• Relay Officers relay exactly what is said by
  both parties
• They stay on the line throughout the call to make
  sure the connection is clear
• They do not intrude or deviate from what is said

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What equipment does the hearing-impaired client
use?

• Teletypewriter (TTY) or computer

Clients with speech dont need to type!
People who are deaf, hearing-impaired or
speech-impaired can rent a TTY from their phone
company for about the same cost as a regular
phone.
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Focus today reaching one of the NRS potential
user groups Older men
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NRS Outreach approach to Marketing and
Communication Strategy

• Social marketing
• Consumer understanding
• Two-stage research
• Analysis of communication channels
• Finding appeal - positive benefits

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NRS Campaigns to date

• Older persons campaign
• Internet relay campaign
• Business and government campaign
• Project with young people
• Project with people with complex needs

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What do we know about older men?Computer/
internet usage

• People in older age groups are less likely to use
  a computer or to access the Internet than people
  in younger age groups however, the proportion of
  older people using these technologies is
  increasing1
• Growth in internet usage for older Australians in
  rural balance group linked with usage by
  farmers1
• One in five Australians over 65 currently use the
  internet2
• 1 ABS Year Book 2005
• 2 Media release 13 May 2008 re 2008 budget

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What do we know about older men?Phone usage3

• Men use the telephone less than women
• Men less likely to use the phone for a social
  chat
• Wives of older men make appointments, social
  arrangements
• 3 NRS consumer research preliminary findings

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Phone Usage
Its a female thing to talk. Except on the
booze, then men talk. The kids all ring Mum
because Dad gets gruff on the phone
I dont ring up much because Ive got a wife who
does most of that for me.
I try not to use the phone. At times youve got
to use it and I get abused for being abrupt.
Theres not much for me to talk about
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What do we know about older men?Factors
affecting NRS usage

• Nature of phone usage by men
• Equipment
• A TTY looks like it requires typing
• TTY needs clear visual display
• Dexterity required for mobile phones
• Men less inclined to ask for help
• Men need a demonstration of NRS
• Men need to understand the personal advantages of
  NRS

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NRS Usage
NRS is a godsend. I am amazed people dont take
this on
We cant type and you dont like spending time
thinking about your spelling
Being able to communicate again with family and
friends. It seem unbelievable
Its the independence. Recently there was a
forest fire and I could ring the Forestry
Commission myself to see how it was going. I
didnt have to wait till my wife could help me
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Selling points of NRS for Older Men

• Stay in touch when widowed
• Act independently for practical matters
• Make calls when they want dont need to bother
  family for help
• Retain privacy
• Get help in an emergency
• Reduce social isolation

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Implications of preliminary findings

• The right messages
• The right channels
• Need for appropriate equipment

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Contact us

• Helpdesk open between 9am and 5pm (EST)
• Voice 1800 555 660
• TTY 1800 555 630
• Fax [phone]
• SMS 0416 001 350
• Mail 88 Darling St, East Balmain NSW 2041
• Email Helpdesk_at_relayservice.com.au
• Web www.relayservice.com.au

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Questions?