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Relay

Making Calls with Convenience
by about.com

Before telecommunications relay services for the deaf were required nationally, making a simple telephone call was challenging. If you were lucky, you lived in an area with volunteer relay services. But it could take hours to make a single phone call because of the long line of callers ahead of you. When no relay service for the deaf was available, you had to rely on the kindness of hearing friends or relatives.

Types of Relay Services

There are two types of relay services: traditional and broadband, high speed video. Traditional relay services have all communication in text only, through a TTY or via the internet. A video relay service uses a videophone or a webcam, and a sign language interpreter.

Accessing Relay Services for the Deaf

Using a regular telephone, a traditional relay service can be accessed 24 hours a day by dialing either 711 or a toll-free number. The Federal Communications Commission has a fact sheet on using 711 to contact a relay service. Every state has its own relay service. An internet relay service can be accessed via a relay service website or instant messaging. Video relays are accessed by contacting the relay service via the videophone.

Relay Services for the Deaf Issues
Lack of Awareness

One problem facing users of relay services is that the general hearing public is largely unaware of the existence of relay services. Relay services have tried to increase awareness through public service announcements and commercials. However, it is still common for a hearing person to hang up on a deaf relay user.

Often, when I am making a relay service call, the hearing person at the other end of the line does not realize it is a relay call from a deaf person. I have been hung up on abruptly, accused of trying to sell things, and more. Even elderly relatives who know I am deaf do not realize when I am calling by relay and have hung up on me.

The relay operators cannot control if someone hangs up. If possible, the communications assistant can give a "canned" speech that explains what a relay service is. Users also have the option of instructing the communications assistant to not give this speech.

Criminal Abuse of Relay Services

Relay services have also been abused by criminals. Criminals have used relay services to get goods delivered without actually paying for them. This has made some merchants hesitant to accept relayed credit card orders.

Using Relay Services

Internet text relay services offer secure online communication. Most have features such as the ability to save a conversation as an HTML file, and the ability to adjust font size and background or text color. Web-based services may offer separate chat boxes for the caller and the communications assistant, plus emoticons. Instant message relay services also allow instant message conversations to be saved. Spanish translation is also available. Several companies offer relay services our sponsored links.