A while back, I met up with my Aunt. Knowing I now blog with RBC, she spoke of her concern regarding banking and people with vision problems.

Retinitis Pigmentosa runs in my family. It’s a disease that causes slow vision loss and, unfortunately, there is no cure.

My conversation with my aunt got me thinking about what services are offered to those with vision problems. I was surprised to learn that the first “talking” bank machine was introduced to the world on October 22, 1997. Users insert a headset to the machine and are prompted with audio options.

What’s even more interesting is that the first one was right here in Canada — at the corner of Bank Street and Queen Street in Ottawa. And the kicker: RBC put it there. It was the result of a human rights complaint by two blind men, and RBC responded.

Last year, RBC had 600 "talking" bank machines across Canada, according to its website. Today, when RBC purchases a new ATM for installation or replacement of an existing ATM, it is always audio enabled.

I had the opportunity to speak with Ted Murphy, head of ATM channels at RBC. Interestingly enough, one of Ted’s very first projects with the bank was the implementation of the first “talking” ATM.

“We asked our clients what would work best,” Ted tells me, speaking of the project. “It helped a lot because it debunked many of our preconceived notions of what blind individuals need.”
Ted told me that RBC reached out to the community when they are trying to solve accessibility issues. One of those community resources is the CNIB.

“Several years back when we were expanding the number of locations, we were trying to figure out where to put our new ATMs,” says Ted. “We went to the CNIB and they put a notice on their website asking for feedback—and we got a lot.”

Deborah Gillespie is Manager of Braille Publishing for the CNIB. She is responsible for all the Braille products produced, including telecommunications bills, tactile graphics, graphs, etc. Deborah says that RBC was a leader in making online banking accessible to the visually impaired.

“They were at the forefront,” Deborah says. “We did the original formatting of the website and they sold the program and the product.”

Deborah says that online banking has eased a task that had one time taken much effort. She, like many other blind individuals, uses an audible browser that can read aloud what appears online. As the user rolls the mouse over the page, a voice reads any text or tags placed within the site.

“The internet is great because it’s leveled the playing field for everybody,” she says, “If the website is properly coded and tagged, then almost anyone can handle it.”

In fact, to find out where a “talking” ATM is, clients simply have to use the online ATM locater. And to make things easier for the visually impaired, RBC has developed an introductory package to talking ATMs that is available in Braille, large print or audio.

“The package has a visual description of the ATM and general description on how to use it,” Ted Murphy says. “This way, when someone shows up to use the machine, they’re not trying to figure out how to use it.”

Users can just plug their headset into the machine for a brief introduction, however, if they do not obtain a copy of the introductory package. Packages are available by calling 1-800-ROYAL99.

RBC also makes client’s financial statements as well as other documents available in Braille to anyone who needs it.

Both Deborah and Ted suggest contacting your local branch if you require any assistance when it comes to your banking. Managers in the branch will be able to contact the appropriate division to get a response to your suggestion.

So, what about you? Can RBC do anything to make banking a little easier for you?