Record Accessibility Exceptions Instead of Quietly Ignoring Them

A small team may discover that a legacy PDF, video or booking page is difficult for some customers to use but cannot correct every issue before a campaign date. Quietly ignoring the barrier leaves nobody accountable; declaring the asset fully accessible is misleading. An exception register makes the known problem visible, records the impact and identifies a correction plan. It should support improvement, not become a permanent excuse for excluding customers.

Set the rule before work begins

Describe the specific barrier in observable terms: text embedded in an image without an equivalent, captions missing from a video, low-contrast text, a form field without a clear label, or a document that cannot be navigated as expected. Avoid vague entries such as “accessibility issue.” Record the asset and version, where the problem occurs, the likely user impact, the date discovered and the person responsible for deciding the next step.

Apply the decision method

Assess the consequence before deciding whether a temporary release is acceptable. A decorative social image may have a straightforward text alternative; a booking form that prevents a customer from requesting a service is more serious. Offer a practical alternative only if it is usable and monitored. For example, a phone route is not an adequate substitute if the business does not answer calls or the customer cannot use voice communication. Ask affected users or a qualified reviewer where appropriate rather than assuming the team knows every barrier.

Make ownership visible

Assign a correction owner, target date and verification method. The person who fixes the issue should not automatically mark it resolved without checking the new version. If a deadline requires a temporary exception, name the approver and explain why the mitigation is considered proportionate. Some issues may require specialist evaluation, especially where legal or formal accessibility obligations apply. The register does not replace applicable standards or professional assessment.

Verify the customer-facing result

Prevent exceptions from disappearing into a spreadsheet by reviewing open items during release planning. Block reuse of assets with unresolved critical barriers unless an authorised decision and workable alternative are documented. When a source template is the cause, fix the template so future campaigns do not inherit the defect. If a vendor controls the affected page, include the issue in the service review and agree how completion will be evidenced.

Learn from the record

Look for patterns across the register: the same document export problem, recurring caption omissions or inaccessible form components. Prioritise changes that remove barriers from many assets at once. Track the age and severity of open exceptions rather than counting only closed items. The goal is to make accessibility work visible, time-bound and progressively less repetitive while being honest about what has and has not been corrected.

Working checklist

• Identify the person accountable for record accessibility exceptions instead of quietly ignoring them.
• Capture the evidence and version relevant to record accessibility exceptions instead of quietly ignoring them.
• Verify the real-world result for record accessibility exceptions instead of quietly ignoring them before closing the task.
• Record the remaining issue specific to record accessibility exceptions instead of quietly ignoring them and its review date.