The Power of Words: Embracing "Disabled" to Break Barriers
The Case for Using 'Disabled'
You can listen to the main article in this newsletter (read by me).
Some time ago, I had an awkward conversation with someone responsible for accessibility in their organisation. For a very long time, this person tried to avoid the word "disabled" in a lengthy discussion. So I wanted to make it easy for them and said “disabled” often to give them a hint. It failed. Until the end of the conversation, I repeated it constantly while the other person avoided naming the customer group.
I thought if I said something, I would make it worse, and I usually don't like to correct people in these circumstances (at least as long as they don't call me a "person with special needs").
The term "disabled" is often mistakenly considered as negative. However, embracing the word "disabled" is important to fight the stigma attached to it. Understanding why "disabled" is not a bad word requires a shift in perspective, mainly through the lens of the social model of disability.
The social model of disability
The social model of disability distinguishes between impairment and disability. Impairment refers to individuals' physical, sensory, or cognitive impairments, while disability is seen as the societal barriers, structures and attitudes that restrict access and participation. Using the term "disabled" acknowledges that disabled people are disabled by these societal barriers. This perspective empowers disabled people. It emphasises the need for systemic change rather than focusing on individual limitations.
Using the word "disabled" is also part of the identity of many within the disability community. Rejecting euphemisms like "differently-abled" or "special needs" helps avoid minimising or erasing challenges faced by disabled people.
Special needs?
I find terms like "people with special needs" quite strange. Sorry, but how special is the need for step-free access in 2024? You often read this, especially in education, and it would be time to recognise that all students have different needs. A very musically talented child should pursue this talent and be supported accordingly. But hardly anyone says that this child has a "special need."
These euphemisms can reinforce stigma. They suggest that disability is something special and unusual. Using "disabled" as a neutral or positive term can help fight these misconceptions.
Using "disabled" encourages focusing on removing barriers and creating accessible environments. It shifts responsibility from individual disabled people to the society, encouraging everyone to consider how policies, structures, and attitudes can be improved to ensure full participation for all.
Empowerment not protection
In contrast, the more and more popular term "vulnerable" can be problematic when discussing disability. Labelling disabled people as "vulnerable" often implies inherent weakness or dependency. It supports paternalistic attitudes and undermines autonomy. It frames disabled people as passive recipients of care and charity, not as active citizens in society. This strange language encourages policies and practices that prioritise protection over empowerment.
I usually say, "I am a wheelchair user" when I want to explain why I'm asking about the number of steps, for example. This is a neutral description of myself, especially on the phone when people don't see me. The wheelchair is a mobility device, nothing more, nothing less. And, of course, I call myself "disabled". I'm not the problem when I'm saying that, but rather the stairs or whatever barrier is. The word describes that quite well.
In the UK, the social model of disability is much more established than in continental Europe, where I'm originally from, but it's getting better there too. This is also the reason why, in the UK, we say "disabled people" and not "people with disabilities" like the Americans or Germans. "Disabled people" assumes that someone is disabled by something, not that one has a disability.
I don't hold it against anyone if they use strange terms to talk about the fact that I am a wheelchair user. But if accessibility is included in their job description, my bar is a bit higher. Language often reflects attitude, and everyone who struggles to use the word "disabled" should ask themselves why.
Some interesting links
Phineas Harper, co-founder of New Architecture Writers, can see why the Elizabeth Line won the prestigious Stirling prize but thinks the judges missed an opportunity. One reason mentioned is the lack of level boarding at most stations.
Network Rail underspent by £99 million and failed to complete 72 projects in its programme to make stations more accessible during Control Period 6, 2019 to 2024.
Hundreds of blind people protested in front of Uber and Lyft headquarters in San Francisco, protesting against the companies’ failure to stop discrimination against blind people, particularly those with guide dogs.
Something to watch
The hotel company Hilton announced a partnership with Be My Eyes to ensure guests who are blind or visually impaired can experience a more accessible stay. Together with Be My Eyes, Hilton offers AI-powered assistance and dedicated Hilton Reservations and Customer Care support to guests who are blind across the U.S. and Canada. Be My Eyes is a free mobile app that connects blind users with sighted volunteers and companies through live video and AI, and now, directly connects Hilton guests with a team of dedicated, specially trained English-speaking Hilton Reservations and Customer Care agents.
Some final words
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Who is writing this newsletter?
I’m Christiane Link, and I improve the customer experience in aviation, transport, and travel. I worked as a journalist for over two decades and travelled extensively for business and leisure. I’m a wheelchair user.
Work with me
Whether you're a Customer service director, a Head of Customer Experience, a corporate Accessibility manager, a DEI leader, a transport planner, or a disabled employee resource group member, I can help you to make your organisation more inclusive. You can book me for speaking engagements or hire me as a consultant for your accessibility or DEI strategy, communications advice and other related matters. I have worked for airlines, airports, train operators, public transport providers, and companies in other sectors.
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