This informal CPD article, ‘The Business Case for Accessible Communication: Unlocking Growth Through Inclusive Practice’, was provided by Values into Action Scotland, who believe in a Scotland where people with learning disabilities or autism have the same opportunities as everyone else and are supported to achieve these goals, whether to work, live where they want or to have a relationship.
In a competitive and fast-moving market, organisations often search for new ways to reach customers, strengthen loyalty, and improve operational performance. Yet one of the most effective strategies remains widely underestimated: accessible communication.
When businesses make their information clearer and easier to understand, they open their doors to far more people. They also remove hidden barriers that quietly weaken sales, customer engagement, and internal efficiency.
Accessible communication is not simply a specialist requirement. It is a practical business tool that supports growth, reduces risk, and strengthens inclusion across an organisation.
The Economic Power of the Purple Pound
The financial argument for accessibility is compelling. The “Purple Pound” refers to the spending power of disabled consumers and their households (1).
In the UK, this is estimated at £274 billion per year—a level that places disabled people firmly within mainstream consumer demographics. With one in five working-age adults reporting a disability, this is not a fringe audience; it is a significant and growing part of the national market.
When communication is unclear, overly complex, or simply not provided in an accessible format, organisations unintentionally exclude this customer base.
Research suggests that disabled people and their families abandon purchases when they encounter inaccessible information or processes. The result is lost revenue, weaker customer retention, and missed market opportunities.
Clearer communication directly supports access to this spending power. When customers understand products, services, and terms without difficulty, they are more likely to complete transactions, return in the future, and recommend a business to others.
The Disability Inclusion Advantage
Accessible communication is also a productive component of wider disability-inclusion strategies, which deliver measurable business benefits.
Data shows that over 80 per cent of member organisations report that disability inclusion (2):
- expands access to skilled talent
- increases staff motivation
- strengthens sales and market reach
- supports strategic business goals
International research supports the pattern. Analysis (3) of disability-inclusive companies found that they:
- achieve 28% higher revenue
- double their net income
- generate 30% higher economic profit margins
- outperform peers on productivity by 25%
These outcomes illustrate a clear connection between inclusion and commercial performance. Accessible communication plays a central role in that success: when information is understandable and available, both employees and customers can participate fully.
Legal landscape reinforces business case
Legal and Ethical Imperatives: The Equality Act 2010
The legal landscape reinforces the business case. Under the Equality Act 2010, organisations must make “reasonable adjustments” to ensure disabled people are not placed at a disadvantage (4). Communication sits squarely within this duty. Depending on an individual’s needs, this may involve Easy Read materials, large print, sign language, audio versions, or other accessible formats.
Failure to provide reasonable adjustments in communication carries significant risks. These include legal complaints, financial penalties, and substantial reputational damage. Organisations that meet their duties not only reduce risk but also build trust among customers, employees, and stakeholders. Accessible communication reflects an organisation’s values and contributes to a culture of fairness and respect.
Easy Read as a Gateway to Accessibility
Among the accessible formats available, Easy Read has proven to be one of the most versatile and effective.
It uses short sentences, clear structure, and supportive images to convey information simply and accurately (5). While originally developed for people with learning disabilities, the format benefits a much wider range of individuals, including:
- people with lower literacy levels
- people with dyslexia
- people for whom English is not their first language
- individuals processing information under stress or time pressure
Research by the DWP found that Easy Read materials significantly improved comprehension and reduced the need for follow-up clarification across diverse user groups (6).
For organisations, this clarity has practical impact. Easy Read materials reduce misunderstandings, lower customer support demand, and allow people to act on information independently. This level of autonomy strengthens customer confidence and contributes to smoother service delivery.
Easy Read also improves internal communication. Staff onboarding becomes faster, workplace expectations are clearer, and employees spend less time trying to interpret unclear information. Clarity of communication supports inclusion within teams and helps create environments where more people can contribute effectively.
The Strategic Imperative
The evidence points in a single direction: accessible communication is a strategic asset. It drives customer engagement, supports operational performance, meets legal duties, and strengthens an organisation’s reputation. Businesses that treat accessibility as an add on or a compliance task risk overlooking substantial commercial benefits. Those that integrate accessible communication into their core strategy position themselves to compete more effectively and respond to the needs of a diverse population.
Accessible communication is not simply good practice. It is a foundation for growth, inclusion, and accountability; one that enables organisations to reach more people, operate more effectively, and play a leading role in creating a more equitable marketplace.
Final thoughts
Making communication accessible ensures that no one is left behind. Organisations that prioritise clarity can engage diverse audiences more effectively while demonstrating an authentic commitment to equality.
We hope this article was helpful. For more information from Values into Action Scotland, please visit their CPD Member Directory page. Alternatively, you can go to the CPD Industry Hubs for more articles, courses and events relevant to your Continuing Professional Development requirements.
References:
- Scope (2023) Attracting more disabled customers and the Purple Pound. Scope for Business. Available at: https://business.scope.org.uk/article/disabled-customers-purple-pound (Accessed: 02/12/2025).
- Business Disability Forum (2024) Why disability inclusion matters. Available at: https://businessdisabilityforum.org.uk/join-us/why-disability-inclusion-matter (Accessed: 02/12/2025).
- Accenture (2018) Getting to Equal 2018: The Disability Inclusion Advantage. Accenture, Disability:IN and the American Association of People with Disabilities. Available at: https://www.accenture.com/content/dam/accenture/final/a-com-migration/pdf/pdf-89/accenture-disability-inclusion-research-report.pdf (Accessed: 02/12/2025).
- Equality Act 2010. Available at: https://www.legislation.gov.uk/ukpga/2010/15/contents (Accessed: 02/12/2025).
- Leeds Learning Disability Service (2021) Easy Read Guide. Available at: https://www.learningdisabilityservice-leeds.nhs.uk/wp-content/uploads/2021/10/Easy-Read-Guide.pdf (Accessed: 02/12/2025).
- Government Digital Service (2019) How DWP used the Easy Read format to make its content more accessible. Available at: https://accessibility.blog.gov.uk/2019/10/11/how-dwp-used-the-easy-read-format-to-make-its-content-more-accessible/ (Accessed: 02/12/2025).
