Communication and User Feedback

Gathering feedback from people that use your products is critical. At Facebook, we rely on a number of channels that provide distinct kinds of feedback.

Help Center

Since our team’s beginning, we've had a Help Center page describing ways to achieve the most accessible experience on Facebook. We also have a contact form on this page that lets anyone report bugs or feature requests. We respond to every report and turn this feedback into engineering tasks whenever possible.

facebook.com/accessibility & @fbaccess

To make our work more transparent, we post monthly updates about product improvements on Facebook and Twitter. We also have an ongoing series called Spotlight which highlights people at Facebook working on accessibility-related initiatives. Our Twitter account is a good place to get technical feedback and comments from accessibility professionals. For complex reports that need more details, we will often move a report that starts on facebook.com/accessibility or @fbaccess to our Help Center.

Usability Studies

At the beginning of 2014 we started running usability studies with people who use assistive technology. This is a fantastic way to get in-depth feedback and understand the entire experience of using Facebook. While many challenges for accessibility can be resolved at a detail level, we have to understand how people interact with our product from beginning to end to build a complete experience. Usability studies are also a great way to make accessibility less abstract and more tangible for engineers learning about it for the first time.

Internal Feedback

The final source of feedback comes from within our own walls – we call this dogfooding at Facebook. We have an internal group at Facebook specifically for people who are interested in the company's accessibility initiatives. Our fellow colleagues, who use Facebook all day, often have high-quality feedback related to accessibility.

In summary, we use a range of channels and methods for communicating and gathering feedback. Each of these channels serves slightly different purposes and it’s helpful to plan out what your company or product needs before jumping in. We've evolved our approach as we saw opportunities to tap in to new kinds of feedback and improve our understanding of Facebook's accessibility needs.

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