The Leadership Conference on Civil and Human Rights

Transition in Trouble

• Table of Contents
• Acknowledgements
• Executive Summary
• Introduction
• Many Will Suffer Significant Harm if the DTV Transition Fails
• The Leadership Conference has Identified Numerous Issues that Threaten a Successful DTV Transition
  • Transition Planning Lacks Leadership and a Comprehensive Plan
  • Transition Awareness is Low; Consumers and Retailers are Confused; Outreach Efforts are Inadequate
  • Coupon Program is Confusing, Burdensome, and Restrictive
  • Costs and Burdens to Many Communities and Viewers are Excessive or Overwhelming
  • Many Communities Will Lose, not Gain, Television Stations and Service
  • No Rapid Response is in Place to Deal with Inevitable Transition Problems
• Recommendations
  • Improve Organization of the Transition
  • Fund Increased Consumer Outreach, Education and Research
  • Reduce Costs and Burdens of Transition on Viewers
  • Preserve Communities' Access to Their Television Stations
  • Prepare for Rapid Response to Problems
• Conclusion

Recommendation: Prepare for Rapid Response to Problems

The federal government should fund and organize Rapid Response Teams ready to act starting January 1, 2009 to effectively assist the most vulnerable populations who may end up losing television service on February 17, 2009. Congressional offices should have staff trained and ready to answer constituents' urgent, confused, and potentially angry questions about the transition and how to restore their lost television service. The NTIA and FCC DTV consumer assistance telephone lines should be fully staffed and include customer service representatives trained in languages other than English, or in assisting people with disabilities, to help all who are confused about the transition or the coupon program. Community-based organizations should be empowered and funded to mobilize teams that will assist their members who are unsuccessful in making the transition. The NTIA and FCC should be prepared to conduct significant and rapid outreach to media outlets that may reach those who have lost television service, such as community and ethnic newspapers and radio. Each rapid response team should include an individual trained in the technical problems of pass-through of captioning and video description services.

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