AOL Boosts AIM Relay Service

Expanding Access to Relay Services Through AOL and AIM

For users who rely on telecommunications relay services - whether they are deaf, hard of hearing, or speech‑disabled - having a convenient way to initiate calls is essential. In a move that broadens that convenience, Hamilton Relay Services has partnered with AOL to make its relay offerings available directly from the AIM Relay Service. The partnership brings the familiar interface of AOL’s instant‑messaging platform into the world of telephone communication, allowing people to place relay calls with the same ease they use for chatting with friends and colleagues. This integration supports the growing demand for accessible communication tools in both professional and personal settings, giving users more choice and comfort when selecting a relay provider.

Previously, connecting to a relay service meant locating a relay operator, often via a separate application or a dedicated TTY device, and then typing out the number you wanted to call. Now, the process starts with a single screen name - HipRelay - that you add to your AOL or AIM buddy list. From there, you can request a call to any ten‑digit phone number simply by sending an instant message. The relay operator reads the text to the hearing party and transcribes spoken responses back into text, just like a traditional relay call, but without the need for additional hardware or software.

The impact of this rollout is immediate. When the AIM Relay Service debuted at the National Association of the Deaf conference on July 8th, it logged more than 100,000 calls within the first month, a clear indicator of the demand for streamlined access. AOL members, AIM users, and even Apple iChat users can now leverage the service from any computer or mobile device that supports AOL or AIM. This ubiquity removes geographic or device barriers that previously limited relay usage.

In addition to Hamilton’s contribution, the AIM Relay Service has formed alliances with other prominent relay providers, including IP‑RELAY.com - powered by MCI - and Hands On Video Relay Service. The MCI relay is represented in the AIM community by the screen name MyIPRelay, while Hands On’s service appears as Hovrsim. By offering multiple partners within a single platform, AOL and AIM give users the freedom to choose the relay provider that best fits their style, fee structure, or language preference. This multi‑vendor approach is especially valuable for organizations that work with diverse clients or require specific relay features, such as video or high‑speed text relay.

Because the AIM Relay Service is free for all AOL and AIM users, there is no financial barrier to improving communication. The service is integrated into the core AOL experience, meaning users who already rely on AOL for messaging do not need to install or learn new tools. For those who prefer a mobile experience, many smartphones include AIM or a compatible client, and the service works seamlessly on devices like the Danger Sidekick with T‑Mobile or AT&T Wireless’s Ogo. This level of accessibility aligns with AOL’s broader Accessibility Policy, which prioritizes technology solutions that serve people with disabilities.

Beyond just the convenience of placing calls, the AIM Relay Service also supports video relay. When a user initiates a video call through the AIM platform, the relay operator can communicate with the caller in American Sign Language via a webcam. Video relay is available to all AOL members, and it can also be accessed by users of AIM 5.5 or 5.9, as well as by those running the Apple iChat AV 2.1 client. Video relay offers a richer, more natural interaction for users who rely on sign language for communication. By integrating this feature into a widely used instant‑messaging service, AOL is giving a new level of immediacy to those who need visual communication.

The partnership demonstrates AOL’s commitment to inclusivity and technological innovation. By simplifying the relay process, the company has reduced the friction that previously discouraged some users from accessing telephone communication. The result is a more inclusive ecosystem where deaf, hard‑of‑hearing, and speech‑disabled individuals can maintain equal footing in both professional and social contexts.

Using the AIM Relay Service: From Buddy List to Call Completion

Getting started with the AIM Relay Service is straightforward, and a few simple steps will have you connected in no time. If you’re new to the platform, the first thing to do is log in to AOL or AIM and ensure you’re running the latest client version - AIM 5.5 or 5.9 is recommended for the best experience. If you use Apple iChat, make sure you have version 2.1 or later installed. Once you’re signed in, you’ll be ready to add the relay vendor’s screen name to your buddy list.

Open your buddy list, click “Add Buddy,” and type in the screen name you want to connect with. For Hamilton Relay Services, the screen name is HipRelay. For MCI’s IP‑Relay, enter MyIPRelay, and for Hands On Video Relay Service, use Hovrsim. After adding the name, send a brief instant message asking for a call. A typical message might read: “Please connect me to 555‑123‑4567.” The relay operator will reply to confirm the request and provide any necessary instructions. If you’re initiating a video call, you’ll need to agree to a video session by replying with a simple “Yes.”

Once the operator joins the conversation, they will read the text you typed to the hearing party. The operator then places the telephone call and relays each side’s spoken words back into text. You’ll see the operator’s typed messages appear in real time on your screen. When the hearing party speaks, the operator types the words back. The conversation continues in this manner until either side ends the call. At the end, the operator typically sends a short thank‑you note and closes the session.

Because the AIM Relay Service replaces the need for a TTY device, users can rely on their own computer or phone keyboard to input the message. This change eliminates the technical barrier that many users faced when learning to navigate TTY software. In addition, the interface is familiar to anyone who has used instant messaging: friends, emojis, and even file attachments can be used in the same way. This familiarity speeds up the learning curve and encourages frequent use.