Web Accessibility

The Hershey Company is dedicated to making its websites usable and welcoming for all individuals, including those with disabilities. This commitment reflects the company’s broader belief that digital spaces should be designed with inclusivity in mind, ensuring that everyone can access information, products, and services without unnecessary barriers. To guide these efforts, the company looks to established standards in web accessibility, particularly the Web Content Accessibility Guidelines, specifically version 2.0 at Level AA. These guidelines are widely recognized as the benchmark for creating accessible online content, covering a range of recommendations that address issues such as text readability, navigation by keyboard, color contrast, compatibility with screen readers, and the proper labeling of images and form fields. By striving to meet these standards, the company aims to provide a user experience that is equitable and functional for people with a variety of disabilities, including visual, auditory, motor, and cognitive impairments.

The company understands that accessibility is not a one-time task but an ongoing process. As websites are updated, new features are added, and technologies evolve, maintaining accessibility requires continuous attention, testing, and improvement. The Hershey Company regularly reviews its digital properties to identify and address potential barriers, working with internal teams and external experts to ensure that accessibility considerations are integrated into the design and development process from the beginning. This proactive approach helps prevent accessibility issues from arising in the first place, rather than simply fixing them after they have been reported. The company also recognizes that accessibility benefits all users, not just those with permanent disabilities. For example, captions on videos can help someone in a noisy environment, clear navigation can assist an older adult less familiar with technology, and high-contrast text can be easier for anyone to read under bright sunlight. In this way, improving accessibility improves the overall quality and usability of the websites for every visitor.

Despite the company’s best efforts, there may occasionally be pages or features that are not fully accessible to every user. Technology platforms, third-party integrations, and legacy content can sometimes present challenges that take time to resolve. The Hershey Company takes these situations seriously and is committed to responding to concerns promptly and effectively. When a user encounters difficulty accessing any part of the websites, the company wants to know about it so that the issue can be investigated and corrected. The most effective way to report a problem is to contact the team directly with a clear description of what happened. Providing specific details, such as the type of assistive technology being used, the browser and operating system version, and the exact page or feature that caused difficulty, allows the technical team to replicate the issue and develop a solution more quickly. Even if the description is brief, any report is valuable because it alerts the company to a problem that might otherwise go unnoticed.

To ensure that users have a reliable way to reach out when accessibility issues arise, the company has established a dedicated contact method. Individuals who experience any difficulty can send a message to lilysa@outlook.com. When writing, it is helpful to include a brief explanation of the problem, along with information about the device and any assistive software being used. If a phone conversation is preferred, support is also available at (751) 784-8462. Speaking with someone directly can sometimes make it easier to describe a visual or interactive issue, especially for users who are not comfortable writing detailed technical descriptions. Whichever method is chosen, the goal is the same: to listen carefully to the user’s experience, document the barrier encountered, and take steps to resolve it as quickly as possible. The company views each report not as a complaint but as an opportunity to learn and improve.

The commitment to accessibility extends beyond simply fixing problems as they are reported. The Hershey Company also strives to build accessibility into training for web developers, content creators, and other team members who contribute to the websites. This includes educating staff on how to write alternative text for images, structure headings properly, ensure that forms can be completed with a keyboard alone, and test pages with common assistive technologies. By fostering a culture of accessibility awareness, the company reduces the likelihood of new issues being introduced and empowers employees to think inclusively in all aspects of their work. Outside vendors and partners who provide software, plugins, or content for the websites are also expected to meet accessibility standards whenever possible. The company includes accessibility requirements in procurement processes and contracts, recognizing that third-party components can be a significant source of accessibility barriers if not properly vetted.

The company also acknowledges that accessibility standards continue to evolve. The Web Content Accessibility Guidelines themselves are periodically updated, and what is considered best practice today may change tomorrow. The Hershey Company remains attentive to developments in accessibility law, technology, and user expectations, adjusting its policies and practices accordingly. Feedback from users is an essential part of this process, as real-world experience often reveals gaps that automated testing tools cannot detect. For example, a screen reader user might find that the reading order of a page does not match the visual order, or a person with limited mobility might discover that a dropdown menu requires overly fine motor control. These insights cannot be captured by software alone, which is why direct communication with users is so highly valued.

In addition to responding to individual reports, the company periodically conducts its own accessibility audits using a combination of automated scanners and manual testing by accessibility specialists. These audits help identify patterns of issues across multiple pages and prioritize fixes based on severity and frequency of impact. The results of these audits are shared with relevant teams, and action plans are developed to address the findings within reasonable timeframes. The company recognizes that some fixes may require significant development work or content restructuring, but it remains committed to making continuous progress rather than pursuing perfection all at once. Transparency is also part of this process, and the company is open about its accessibility efforts, including any known limitations, when asked.

Ultimately, the mission behind this accessibility work is simple: to ensure that every person who visits The Hershey Company’s websites can have a positive, productive, and dignified experience. No one should feel excluded or frustrated because a website was not designed with their needs in mind. By adhering to recognized guidelines, responding actively to user feedback, and fostering a culture of continuous improvement, the company strives to live up to that mission every day. If any user encounters a barrier, no matter how small, they are encouraged to reach out to lilysa@outlook.com or call (751) 784-8462. Every report helps build a better, more accessible web for everyone.