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5.1 Results by Total Calls Made
5.2 Results by Quality of Interaction
5.3 Results in Federal Organizations
5.4 Other Findings
5.5 Summary
5.1 Results by Total Calls Made Test calls were made to 106 TTY numbers.7 Only 25 TTYs (24%) were responsive.8 5.2 Results by Quality of Interaction The 25 responsive TTYs were rated on the quality of interaction scale, as explained in section 4.4 (Testing Protocol). These results are presented in Figure 4. Figure 4: Quality of Interaction Results
| | Courteous | Interaction | Information | TTY skills | Overall | 1 | 5 | 5 | 5 | 5 | 5 | 2 | 4 | 4 | 4 | 1 | 3 | 3 | 4 | 4 | 4 | 1 | 3 | 4 | 3 | 4 | 2 | 1 | 3 | 5 | 5 | 5 | 4 | 5 | 5 | 6 | 4 | 5 | 5 | 5 | 5 | 7 | 5 | 5 | 4 | 5 | 5 | 8 | 5 | 5 | 4 | 5 | 5 | 9 | 5 | 4 | 4 | 5 | 4 | 10 | 5 | 5 | 5 | 5 | 5 | 11 | 4 | 4 | 4 | 4 | 4 | 12 | 5 | 5 | 5 | 4 | 5 | 13 | 0 | 0 | 0 | 0 | 0 | 14 | 4 | 4 | 3 | 1 | 3 | 15 | 4 | 3 | 3 | 3 | 3 | 16 | 5 | 4 | 5 | 4 | 5 | 17 | 5 | 4 | 5 | 4 | 5 | 18 | 5 | 4 | 5 | 4 | 5 | 19 | 3 | 2 | 3 | 1 | 2 | 20 | 3 | 2 | 3 | 3 | 3 | 21 | 3 | 2 | 4 | 1 | 2 | 22 | 4 | 4 | 4 | 4 | 4 | 23 | 5 | 5 | 5 | 4 | 5 | 24 | 5 | 5 | 4 | 4 | 5 | | 25 | 0 | 0 | 0 | 0 | 0 | Average | 4.17 | 3.92 | 3.92 | 3.29 | 3.80 |
| Legend: | 1 | = | Very Poor Quality | | 2 | = | Poor Quality | | 3 | = | Neutral | | 4 | = | High Quality | | 5 | = | Very High Quality | | 0 | = | TTY incompatible |
5.3 Results in Federal Organizations The 24 responsive TTYs belonged to 20 different federal organizations. In some cases, more than one TTY number was tested for an organization, since some organizations had more than one TTY listed on their Web site, or in the blue pages of the Ottawa–Gatineau or Vancouver telephone book. An organization was characterized as responsive if at least one of its listed TTYs was responsive. 5.4 Other Findings While developing the sample and conducting the test calls, the experts made these additional observations: - TTY numbers were sometimes listed in telephone book but not on the Web site, or vice versa;
- incorrect TTY numbers were listed;
- voice or fax numbers were listed as TTY numbers;
- the same TTY number was listed for multiple departments or different services;9
- the relay service number (711) was listed, without indicating the actual number to call; and
- different and inconsistent terms were used to refer to TTY service—in particular, TTY lines were identified as being for the "hearing impaired", a term unacceptable to the Deaf community and which has generally fallen into disfavour.
5.5 Summary - In the sample, 123 organizations listed a telephone number.
- Of these organizations, 64 (52%) also listed one or more TTY numbers.
- The test sample comprised 106 TTY numbers from 64 organizations.
- Only 24% of the 106 test calls could be completed successfully.10
- The quality of completed calls was high or slightly less than high.
- Only 20 (31%) of the 64 organizations that listed a TTY number had at least one operational TTY, which equates to 16% of all 123 organizations that listed a telephone number.
Final results are illustrated in Figure 5. Figure 5: Final Results 
■ Number of selected organizations that list a telephone number
■ Number of selected organizations that list a TTY
■ Number of organizations that have a responsive TTY |
7. As mentioned in sections 4.3 and 4.5, a total of 118 TTY numbers were included in the sample. Of these 118 TTYs, 12 could not be tested, as one TTY was partially listed and the other 11 were provincial toll-free numbers. 8. A call was considered responsive if it resulted in an actual response or call return within two working days. Although calls were monitored after the two working days cut-off time, no other calls were received. 9.The use of centralized TTY numbers for many departments or services may indicate a lack of the type of individualized service available to voice callers. 10. It should be noted that the test did not take into account the volume of calls to any one number.
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