Here's what the atm industry is saying about automatic teller machines
equipped with speech synthesis for the blind.  the article below is from
Atm magazine, an industry publication.

kelly

URL: http://www.atmmagazine.com/news.html?article=1083

   June 25, 1999

                         Automated talking machine?

   If an ATM could talk, visually impaired people like Theodore Young
   might find it easier to make banking transactions just as a sighted
   person does.
   A lawsuit filed by the National Federation of the Blind of
   Pennsylvania against Mellon Bank and PNC Bank may force the banking
   industry to take a closer look at making ATMs more accessible to users
   like Young. The federation wants to require the banks to provide
   voice-equipped ATMs for visually-impaired customers.
   At least one west coast bank, Wells Fargo, plans to resolve the
   problem soon by deploying 20 voice-activated ATMs.
   Young, president of the Pennsylvania federation, said talking ATMs are
   needed because only a small percentage of visually impaired people can
   read Braille. And even if Braille is available on an ATMs face,
   visually-impaired customers dont know what is being displayed on a
   screen. Talking ATMs not only need the capability to speak, but to
   read screen changes.
   Young, who owns a voice-activated computer business and is totally
   blind, said he believes that the technology is available for
   deployment on a widespread basis.
   Spokesmen for Mellon and PNC declined to comment on the lawsuit,
   citing corporate policies not to issue statements during pending
   litigation.
   While the top two U.S. ATM manufacturers produce talking machines,
   they say implementing the technology would pose a huge challenge for
   deployers.
   Technically speaking
   In 1997, Diebold introduced a voice guidance option that annunciates
   both screen displays and key selections including function keys, said
   Tiffini Bloniarz, Diebolds senior media relations coordinator. The
   voice guidance uses .WAV technology and can be programmed to see
   numbers and read them back. The ATMs are equipped with a jack to allow
   users to plug in headphones for security.
   However, Bloniarz said the technology must be able to work within the
   host environment, which could mean additional costs for an operator to
   establish compatible software. So far, Wells Fargo is the only bank
   that has made plans to install the voice guidance technology.
   Bloniarz offered a couple of theories on why voice guidance hasnt
   sold. Implementation requires not only the ATMs, but also the host
   driving environment to enable the capability, she said. Theres a lot
   more to it than hardware upgrade. Also, banks would be responsible for
   actually programming the .WAV files.
   Another reason deployers havent purchased the option is they may not
   be fully aware of its availability.
   Diebold isnt the only large ATM manufacturer to introduce
   voice-activated technology. Last year, Royal Bank of Canada piloted a
   talking ATM manufactured by NCR.
   NCR scripted each screen in the ATM with an audio file that would read
   its content to the customer, who would listen through stick
   headphones. The headphones were inserted on a jack in the face of the
   machine.
   Implementation on a widespread basis would require customizing each
   machine for each individual bank, said Rob Evans, NCRs marketing
   director. Its not the same for everybody. Its custom development for
   each machine, and thats something I think gets lost sight of when we
   talk about this implementation and how it can work.
   Additional consideration must be given to the fact that there are
   multiple networks that differ in their rules for processing
   transactions, Evans said.
   Script changes
   Evans said widespread deployment would require developing specific
   applications in conjunction with a bank and its switch network
   provider, then finding a way to deploy it on the ATMs. This could be
   cumbersome, he said.
   You cant take just simply one script of recorded screens, develop them
   and deploy them across every single machine because all your machines
   dont work the same, Evans said, explaining that not every ATM
   dispenses the same denominations nor does every one accept a deposit.
   Before the Americans With Disabilities Act passed in 1992, banks had
   already begun purchasing ATMs inscripted with Braille on the face. At
   the time, Evans said this was the best technology available.
   Evans said he believes banks have done a good job of trying to meet
   the needs of disabled customers. In addition to Braille on the
   machines, customers can get an audio tape that gives instructions on
   how to use the ATM.
   Other accommodations are made, as well. ATMs are often equipped with
   audio devices that sound beeps to alert customers to take their cash
   and the receipt. The numbers on keypads are usually raised so they can
   easily be read through touch.
   Evans said he respects the position of the federation and conceded
   that the availability of the technology hasnt moved quickly enough.
   The widespread accommodation has not happened with the speed that the
   advocacy community would like to have seen it happen, he said.
   However, Evans warned of a danger in the government mandating any
   specific technology. What if something better does come along?
   He mentioned that some visually impaired people have used shortwave FM
   broadcasting that was installed within an ATM. Customers wear an
   earphone hooked to a radio, which broadcasts through a shortwave
   frequency. Customers are alerted when they reach the ATM, given
   instructions and notified when to take their money and receipt.
   Although he doesnt know if the talking ATM that NCR piloted in Canada
   will resolve the matter, Evans believes it is a good first step. He
   even anticipates voice activated ATMs growing into widespread use some
   day.
   But, the industry is a long way from a massive deployment of the
   machines. For one thing, there are more low-end devices being
   installed at off-premise sites. These ATMs generally dont have audio
   output because theyre produced at lower costs and provide few frills.
   I dont know how you would do a digitized service on them because they
   dont have the requisite processor, Evans said.
   That leaves the initial change up to financial institutions, which
   typically deploy fuller-function machines.
   John Hall, spokesman for the American Bankers Association, thinks that
   trying to mandate the same technology for individual institutions
   could be problematic.
   Theres no standardization of ATMs because every business wants to
   feature something different on their ATM. It allows for flexibility
   and also more ATMs in the marketplace, he said. There are a variety of
   costs, a variety of prices of ATMs because of this.
   Young said that he doesnt believe cost should be an issue, especially
   since most banks issue surcharges on non-customers using their ATMs.
   Youre hard put to find any sympathy from me in terms of a minor cost
   in making those machines accessible.
   The banking industry may be forced eventually to install voice
   activated ATMs. The Federal Access Board, which adopts standards for
   the Americans With Disabilities Act Accessibility Guideline (ADAAG),
   is expected to issue a proposed guideline by the end of the year to
   require banks to provide talking ATMs for customers, said Nessa
   Feddis, senior federal counsel for the ABA.
   Any proposals made by the Access Board must be adopted by the Justice
   Department before they become industry regulations.
   I think youll see a lot of bigger banks moving toward it. They already
   are, Feddis said.
   Wells Fargo Bank intends to place at least 20 ATMs in San Francisco,
   Los Angeles and San Diego for a program it's developing with the
   California Council for the Blind. In addition, the San Francisco-based
   bank has announced an overall plan to establish 1,500 talking ATMs
   throughout California if the pilot is successful, with 100 being
   placed by 2000, according to an Associated Press article.
   The machines will be equipped with an earphone jack for security and
   will recite instructions on how to make various transactions as well
   as purchase stamps.
   Seven years ago, when the Americans With Disabilities Act passed and
   when ADAAG was created, Feddis participated in meetings regarding the
   American National Standards Institute (ANSI) 117, a building code
   standard for the banking industry. The standards still used today were
   the best technology had to offer at that time, she said.
   ATMs are included under ANSI 117. Individual states and municipalities
   decide whether to adopt the standard as it is, modify it or ignore it.
   Like Evans, Feddis mentioned the challenges involved in customizing
   software for every machine.It sounds as though its an easy project to
   make ATMs talk, as it were. But the problem is its not a closed
   system, she said.
   Talk aint cheap
   Since there are varying levels of voice technology, Feddis said that
   one question that needs to be addressed is specific requirements for
   the talking ATMs. Some can talk more than others, she said. Will both
   large and small banks alike be required to install talking ATMs?
   Hall said that costs to upgrade or replace existing machines will be
   the main point of concern for banks.
   The costs for this could really put a burden, not only on the
   industry, but particularly on smaller institutions. Small banks would
   really have a problem, he said.
   Their costs are going to rise which tends to be absorbed somewhere, at
   least in part, by consumers, Feddis noted.
   To Young, the cost is a small price for banks to pay to accommodate
   all customers. He said that the visually-impaired market is virtually
   untapped for ATM usage, because only a small percentage currently use
   ATMs.
   Because theyre not accessible now, people dont use them. So its very
   difficult to say how many people would use them if they were
   available, Young said. Only a few (blind) people are brave enough to
   risk withdrawing when they want to deposit.


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