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Factors Affecting the Accessibility of Voice Telephony for People with Hearing Loss: Audio Encoding, Network Impairments, Video and Environmental Noise

This paper describes four studies with a total of 114 individuals with hearing loss and 12 hearing controls that investigate the impact of audio quality parameters on voice telecommunications. These studies were first informed by a survey of 439 individuals with hearing loss on their voice telecommunications experiences. While voice telephony was very important, with high usage of wireless mobile phones, respondents reported relatively low satisfaction with their hearing devices’ performance for telephone listening, noting that improved telephone audio quality was a significant need. The studies cover three categories of audio quality parameters: (1) narrowband (NB) versus wideband (WB) audio; (2) encoding audio at varying bit rates, from typical rates used in today's mobile networks to the highest quality supported by these audio codecs; and (3) absence of packet loss to worst-case packet loss in both mobile and VoIP networks. Additionally, NB versus WB audio was tested in auditory-only and audiovisual presentation modes and in quiet and noisy environments. With WB audio in a quiet environment, individuals with hearing loss exhibited better speech recognition, expended less perceived mental effort, and rated speech quality higher than with NB audio. WB audio provided a greater benefit when listening alone than when the visual channel also was available. The noisy environment significantly degraded performance for both presentation modes, but particularly for listening alone. Bit rate affected speech recognition for NB audio, and speech quality ratings for both NB and WB audio. Packet loss affected all of speech recognition, mental effort, and speech quality ratings. WB versus NB audio also affected hearing individuals, especially under packet loss. These results are discussed in terms of the practical steps they suggest for the implementation of telecommunications systems and related technical standards and policy considerations to improve the accessibility of voice telephony for people with hearing loss.