Create an inclusive business

The difference between inclusivity and accessibility

You may have seen both terms "inclusive" and "accessible" used about businesses.

Inclusivity is about your whole approach and ethos – in other words how your business welcomes and engages with customers who have different needs, offering them the same levels of customer service and quality of experience.

Accessibility is about the removal of physical barriers that may prevent a customer from enjoying an experience, whether that be accessible online content or a building designed to be accessible to everyone. Taking steps to be more accessible to customers is just one way in which your business can be more inclusive.

Purple Tuesday

Purple Tuesday has over 30 years’ experience in supporting organisations to become more accessible and disability inclusive.

VisitScotland sponsor the Purple Tuesday social movement, which is a change initiative working to improve customer experience for disabled people and their families.

Businesses can sign up with a commitment to change at least one practice that year which will help with greater inclusion and accessibility. Examples of changes include implementing the hidden disabilities sunflower lanyard scheme or carrying out an access audit of your website.

These changes are marked on the Global Disabled Customer Celebration Day, to be held on 4 November 2025.

Find out more with this video on what is Purple Tuesday and sign up for the Purple Tuesday movement 2025.

Purple 365 monthly webinar series

The Purple 365 webinar series focuses on building knowledge and understanding so that your business can provide a high-quality experience for disabled customers. Each month, topic experts share handy hints, tips, and advice. Sessions are recorded so your staff can watch them in their own time.

Scottish tourism and events businesses can benefit from free access to the monthly webinars as part of VisitScotland’s sponsorship agreement.

Check out the 2025 webinar schedule and get in touch with the VisitScotland team for details of how to access the webinar series.

Short online videos

Watch a series of short tutorials from Purple Tuesday on customer service, disability language and website accessibility. CEO of Purple Tuesday, Mike Adams OBE, recorded these during Covid-19 but much of the advice is still relevant today.

Watch Purple's e-tutorials on YouTube.

Deaf Action

Deaf Action offer advice and training to improve customer service for deaf people. They can also advise businesses on equipment and adaptions to better cater for deaf customers.

The courses available are British Sign Language online and in-person, and deaf awareness.

They also offer some simple awareness tips to help improve communication with deaf customers.

Find out more from Deaf Action.

Royal National Institute for the Blind (RNIB)

RNIB offer training and other advice services to help businesses become accessible for people with sight loss.

Find out more from RNIB.

Dementia Friends Scotland

A free learning initiative offered by Alzheimer Scotland to reduce stigma and raise awareness of dementia. They share simple and practical changes businesses can do to become more dementia friendly.

Find out more from Alzheimer Scotland.

VisitScotland guide

Read our practical business guide for dementia-friendly tourism | PDF 1.4MB.

Equality & Human Rights Commission

Browse guidance for businesses on various topics with regards to equality.

Find out more from the Equality & Human Rights Commission.

Assistance dogs

Check out this guide for businesses on assistance dogs from Equality & Human Rights Commission.

Inclusive communication - written and in-person

Some customers may find certain forms of communication difficult. You should offer a choice of ways to communicate with your business and ask for a customer’s preference where possible.

Written communication

Keep any written communications short and simple and use subheadings. You can find guidance on writing from the UK Government, who have a wide range of advice on planning, writing and managing online content.

Follow guidelines on accessibility in design such as:

• use a minimum font size of 12 point and make information available in large print (18 point) where possible
• use a plain sans serif font such as Arial. A font without decorative features is easier to read
• use black text on a white background where possible for high contrast

Best practice should be followed in all written communication, whether its on your website or in printed materials such as an accommodation welcome pack or emergency evacuation plans attached to the wall.

In-person

If a customer makes you aware of an accessibility requirement or shares their status with you, make sure your staff know not to overcompensate by talking slower or more simply. You should not patronise the person, but listen to them as you would any customer, be polite and be clear and concise in your response.

Maintain positive body language and be patient whilst they explain any requirements they have. Don’t be afraid to ask questions if you don’t understand, but remember they are under no obligation to explain their condition or provide solutions themselves.

Always address the customer directly when responding rather than to any companions such as carers.