Tietoturvan ja sisällöllisen saavutettavuuden diskurssit pankkialalla

Abstract

The aim of the study is to find out how banks’ accessibility experts and customer service staff talk about the accessibility and information security of online banking services. The focus is on content accessibility, in which the content of the communication is understandable and easy to adopt. Research material was collected from accessibility experts and customer service representatives through interviews and a survey. Discourse analysis is used as a method of analysis. The results of the study show that content accessibility and information security are approached through equality, the bank’s reputation, and the security of services. As a conclusion of the study, it can be stated that information security offers a concrete perspective on content accessibility and emphasizes that it is an advantage for the bank to meet more than the minimum accessibility requirements in its online banking services, whereby the meaning of the language used in the content of the services is emphasized.