This research investigates organisations' ability to be inclusive. It seeks to isolate the conditions necessary for inclusion of the organisation's publics who identify with disability and who come from a non-English speaking background given they can be estranged. This is achieved through a case study of a service organisation that is obliged to engage with its publics and has a strategy to do so. Data were gathered from the organisation's documentation and interviews with instigators of policies and processes. Feedback from the organisation's clients was collected, focusing on their experience of being engaged and included given norms of inclusion may not be shared. A thematic analysis was undertaken of the data to isolate themes on inclusion. Themes revealed: a culture of inclusion; a policy that encouraged an exchange; and processes established by professionals with expertise to design and promote inclusion beyond their usual publics.

中文翻译：

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疏远但不陌生：残障人士和来自NESB的人士的组织访问规范具有挑战性

这项研究调查了组织具有包容性的能力。它力求隔离包容具有残疾身份且来自非英语背景的组织公众的必要条件，因为他们可以疏远。这是通过对服务组织的案例研究来实现的，该组织有义务与公众互动并制定了策略。数据是从组织的文档中收集的，并与政策和流程的倡导者进行了访谈。收集了组织客户的反馈，重点是他们参与和参与的经验，因为可能无法共享包容性准则。对数据进行了主题分析，以分离出包含的主题。揭示的主题：包容的文化；鼓励交流的政策；