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Communication with disabled fans at sports events : approaches, challenges, and opportunitiesMartin Koželj,
Iztok Podbregar,
Maja Meško,
Irena Nančovska Šerbec, 2025, original scientific article
Abstract: This study investigates how effectively European football clubs communicate
and implement accessibility features for disabled fans, aiming to develop a comprehensive
framework for evaluating these practices. Using a multi-phase research design, the study
analyzes disability support systems through semi-structured interviews with representatives from eleven European football clubs and a systematic analysis of club documentation.
The methodology combined traditional qualitative analysis with large language model
(LLM)-assisted content analysis, enabling robust identification of thematic patterns and
performance indicators. Our findings reveal significant disparities in disability support
practices, with larger clubs demonstrating structured approaches through dedicated Disability Access Officers (DAOs) and comprehensive communication strategies. Analysis
identified three distinct performance tiers: Elite Performers, primarily well-resourced clubs
with advanced systems; Solid Performers, mid-tier clubs with established frameworks; and
Developing Systems, smaller organizations with emerging support structures. We present
a validated Fan Communication Model incorporating key weighted criteria, including
infrastructure, dedicated personnel, engagement, specific adaptations, ticketing, challenge
management, and feedback systems. This model provides a standardized framework
for evaluating disability support communication in football organizations. The research
demonstrates the importance of integrating technological solutions with human-centered
approaches while maintaining universal design principles. Our findings contribute to the
sports accessibility literature and provide evidence-based recommendations for football
organizations seeking to enhance their communication with disabled fans.
Keywords: disability access, football organizations, fan communication, communication strategies, sport accessibility, inclusive design, performance evaluation
Published in DKUM: 26.08.2025; Views: 0; Downloads: 4
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