Lainey explains the approach in clear and well-organized chapters, with illustrations from dozens of successful negotiations against major banks, retailers, and even Major League Baseball.  One of the rewarding “sub-plots” of the book is the fascinating evolution of accessible technology over the past two decades for those who are “print-disabled.”  She explains how “talking ATMs,” accessible websites and audio description for movies have become state-of-the-art methods for corporations to better serve all of their customers.