For Minster Law, accessibility isn’t a standalone initiative. It’s becoming part of everyday decision-making across customer communications, digital experiences, recruitment, and organisational culture.
We spoke to Annie, Customer Experience Manager, about what sparked Minster Law’s accessibility journey, the progress made so far, and how the Recite Me Assistive Toolbar is helping create a more inclusive experience for customers and colleagues.
A Simple Conversation That Sparked Change
Minster Law’s accessibility journey began with feedback on a piece of website content.
While working on a project, Annie submitted content for review and was introduced to the challenges that generic link text, such as “click here”, can create for people using screen readers. The feedback led her to explore digital accessibility in more detail and opened her eyes to the barriers many people still face online.
“It really opened my eyes to how uninclusive digital spaces still are.”
The experience highlighted an important point: accessibility isn’t just about compliance. It’s about ensuring everyone can access information and services equally.
Building Awareness Across the Business
One of the first opportunities Minster Law identified was education.
The team began sharing accessibility best practices and practical tips with colleagues, helping raise awareness of how small changes can make a big difference to someone’s experience.
By encouraging conversations around accessibility, Minster Law has helped make inclusion a shared responsibility across the business.
Embedding Accessibility into Everyday Decisions
As awareness grew, accessibility became part of wider business discussions.
Today, it is considered across customer support initiatives, governance groups, product development, marketing, and communications.
Minster Law recognises that accessibility is about more than technology. The language organisations use and the way they communicate can have a significant impact on how inclusive an experience feels.
Supporting Customers with the Recite Me Assistive Toolbar
For Minster Law, accessible digital experiences are essential. Customers are often navigating complex and emotional situations, and accessing support should never be an additional challenge.
The organisation has invested heavily in its online help and advice resources. To ensure those resources are accessible to as many people as possible, Minster Law implemented the Recite Me Assistive Toolbar.
The toolbar allows website visitors to personalise their experience using a range of accessibility and language support tools, including translation options, font customisation, and dyslexia-friendly settings.
“If someone can’t access a website because it hasn’t been designed with them in mind, we’ve already failed them before they’ve even started.”
The benefits also extend to prospective employees, supporting Minster Law’s wider commitment to inclusion and its Disability Confident ambitions.
Looking Ahead
Accessibility remains an ongoing focus for Minster Law, particularly when it comes to customer communications.
The organisation is continuing to ensure customers can engage in ways that suit their individual needs and preferences, rather than being directed towards a single communication channel.
By giving people greater flexibility and choice, Minster Law aims to create more inclusive and supportive experiences throughout the customer journey.
Championing Inclusive Language
One achievement Annie is particularly proud of is Minster Law’s focus on inclusive language.
Over the last two years, the organisation has worked to promote more inclusive communication internally and externally, with support from colleagues across the business and leadership team.
This commitment has helped make accessibility and inclusion an ongoing conversation throughout the organisation.
Accessibility as an Ongoing Journey
What started as a single piece of feedback has grown into a wider commitment to accessibility across Minster Law.
By embedding accessibility into everyday processes and providing customers with tools that help them access information in the way that works best for them, Minster Law is continuing to remove barriers and create more inclusive experiences.
If you’d like to explore how accessibility technology can support your website visitors, get in touch with the Recite Me team to find out more.
