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Don't be surprised if disabled people express discontent when they find that a piece of information is inaccessible - or if they dislike the way you have represented disability.
Many people have experienced discrimination, even abuse, in their lives. Living in an inaccessible and unfriendly world can make the ordinary tasks of life tiring and frustrating.
Try not to get angry yourself or insist on an "It's not my fault" approach. Acknowledge the anger or complaint. Apologise if relevant. Pass on any criticism to those who can respond.
If you feel that the complaint is unjustified or if the person's behaviour becomes abusive, you have every right to point this out and to end communication. You won't please all the people all of the time and this goes for disabled people. It can be upsetting to be criticised, especially by someone with a significant impairment. Treat people respectfully. Value their expertise. But disabled people can be wrong, unfair and rude, just like anyone else.
If we believe in a particular way of depicting a disabled person in a campaign because it challenges people's preconceptions, we should be strong enough to deal with any criticism. If we have made a mistake we can learn from it for the next time.
Don't get too hung up on trying to be politically correct. Being ultra-sensitive to the "right" and "wrong" language and representations may stop you doing anything - and this won't help disabled people.
For practical tips, visit the top tips section of this guidance.
For other information resources, go to the resources section of this guidance.
Page last reviewed: 11 August 2008