Re: Draft of proposed SC Finding help

Hi Jennie,

For the most part, I like this a lot. One quibble/observation however: it's
not so much that it is find-able "help", but rather find-able "assistance":

> help available (a “contact us” link, phone number, or support page)

A common user-pattern, yet one that does not seem to be addressed here
specifically, is the difference between the type of help envisioned (i.e.
assistance) versus the kind of "help" that tool-tips and/or modal help
instructions provide. For example, I have previously seen a form that asks
for various types of information, and after each form input there is a
small italicized "i" in a circle ("information"), that when hovered over or
clicked provide rudimentary information: Telephone number _______ (i)  [the
"i" text then reads "Provide your 10-digit telephone number with no spaces"]

I am fairly confident this is NOT what you are addressing with this SC, yet
what I described is often referred to as "help", and so making this
explicit distinction more apparent would be an improvement.

JF

On Wed, Jul 24, 2019 at 9:17 AM Delisi, Jennie (MNIT) <
jennie.delisi@state.mn.us> wrote:

> 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
>
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-- 
*​John Foliot* | Principal Accessibility Strategist | W3C AC Representative
Deque Systems - Accessibility for Good
deque.com