Draft of proposed SC Finding help

Hi,
The sub group working on the proposed draft for the success criteria about finding help would like you to review the draft below.
Please note the following:

  1.  In an effort to fit the scope of a typical success criteria, we reduced the scope of the proposed success criteria to focus only on finding help, and removed the language about providing feedback.
  2.  We were using Alastair’s template (https://docs.google.com/document/d/1YFo6zgmMkGF__Q4_bDmuuvp1j5n-omLlgBGKJOz5aLI/edit#)<https://docs.google.com/document/d/1YFo6zgmMkGF__Q4_bDmuuvp1j5n-omLlgBGKJOz5aLI/edit>. We have only included here the first 4 sections for your review. Once we have this feedback we will more formally address the other sections of the template.
  3.  I have copied JoAnne Juett on this email, a member of our subgroup.
We would like to receive feedback by the end of the day on July 25th. Thank you in advance for any feedback you can provide.
Draft Starts Here
Short name: Findable Help
Full Title: Make it easy for the user to find and get help.
Draft SC text

A mechanism is available in the navigation area (at the primary level), in the top 1/3 of the content area, or within the user’s profile area (second level) to find and ask for help on every page. At least one of the following is provided:

  *   A contact for a person (to call, message or email)
  *   A link to help content or support.

Plain English summary

The intent of this success criteria is to provide help beyond the support provided by the user interface alone such as help features like spell checkers and instructional text at the beginning of a form.

When having problems completing a task on a website, people with some types of disabilities may not be able to work through the issue without help. And, their disability may make it more difficult to find the help available (a “contact us” link, phone number, or support page) if the information is not present within a few interactions.

When a user is quickly able to find help, they are able to complete the task even if they encounter challenges.

When a human is available to help, the contact information must be easy to find. This cannot require working through another multi-step format, or a complicated chat interface. This can be provided through methods such as providing:

  *   a telephone number,
  *   a built-in messaging option,
  *   an email form or address.

If a human is not available to help, other methods such as a most frequently asked questions page or support page. If the site is no longer supported, this information must be present.

Jennie, Steve, and JoAnne
Jennie Delisi, MA, CPWA
Accessibility Analyst | Office of Accessibility
Minnesota IT Services | Partners in Performance
658 Cedar Street
St. Paul, MN 55155
O: 651-201-1135
Information Technology for Minnesota Government | mn.gov/mnit<http://mn.gov/mnit>
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