Standard Operating Procedures (SOPs)

SOPs are available in the Agency Accessibility System. Members also have full access to all tools, courses, and support.

If you prefer a filterable & searchable list, visit the SOP filter list.

If you are looking for the most recently updated SOPs, the SOP filter list is ordered by date modified so you can always see the most recent updates first.

There are a lot of SOPs here, but they are categorized and include introductions about each.

For example, if you are doing sales calls, you should read through the appropriate sales SOPs in advance and select which ones you will be using for a given client.

The one day build content has been moved to the Build an accessible website course.

Testing, email newsletter, & social media are moved to the Testing & Reporting course.

Copywriting & Video/Audio have been moved to the Content Creators course.

Sales

Where to start:

Before you get into strategies, you want to look at the levels of accessibility to offer.

Then review questions and follow-up questions. These are essential to your sales.

Use Qualifying clients to determine what clients you should sell what services to.

When you encounter a client who isn’t a good fit, the refer-out strategy is generally the best bet.

Best performing sales strategies:

3 Nos: when the prospect has an existing provider and you want them to switch.
3 Yeses: almost every sales call.
Needs to meet a law: when the prospect needs to meet a specific law.
Excluded audience: when a prospect needs to consider risks of doing nothing.
Anchor high: for price adverse prospects.
3 Price points (S – M – L): for encouraging prospects to choose the highest price option.
Handle overlays: when the prospect wants to talk about using an overlay.
ADA Tax Credit: US businesses can save on taxes.

Selling at specific times:

Selling to “I heard my site needs to be accessible”.
Selling a trigger point, using an outside event to trigger a campaign, like the website legal responsibilities.
Selling with the FTC “click to cancel” law.

Legal

This is educational content and is not legal advice. If you need legal advice, read which lawyers you should talk to about accessibility.

The first item to understand is what you can and can not promise.

Accessibility statements are now a requirement in Europe.

Once accessibility issues are resolved, you can move them to your accessibility history log.

Accessibility is part of many laws around the world, read the legal primer on web accessibility.

European Accessibility Act: The EAA does not require you to be perfect, and if you follow the rules, regulators don’t get involved, even when you aren’t perfect.

There are country-specific items that you should know if you are in these locations or sell to these markets (or your clients do):

General waiver for website accessibility (includes two versions).