Re: Draft of proposed SC Finding help

Thanks John,
I appreciate the feedback. You are correct that the lower case i is not the type of assistance we were discussing and we will draft a sentence to add which clarifies.

Jennie

Jennie Delisi
Accessibility Analyst | Office of Accessibility
Minnesota IT Services | Partners in Performance | mn.gov/mnit
658 Cedar Street | Saint Paul, MN 55155
jennie.delisi@state.mn.us | O: 651-201-1135
________________________________
From: John Foliot <john.foliot@deque.com>
Sent: Wednesday, July 24, 2019 10:46:43 AM
To: Delisi, Jennie (MNIT) <jennie.delisi@state.mn.us>
Cc: public-cognitive-a11y-tf@w3.org <public-cognitive-a11y-tf@w3.org>; jjuett@salesforce.com <jjuett@salesforce.com>
Subject: Re: Draft of proposed SC Finding help


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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<mailto: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://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fdocs.google.com%2Fdocument%2Fd%2F1YFo6zgmMkGF__Q4_bDmuuvp1j5n-omLlgBGKJOz5aLI%2Fedit&data=02%7C01%7Cjennie.delisi%40state.mn.us%7C5f26f73d15b347b1fccb08d7104e46bd%7Ceb14b04624c445198f26b89c2159828c%7C0%7C0%7C636995800692726384&sdata=6%2FMJbsvJj7rY70aaFYnXm20eKRxLb5Eam0AdloI3Ots%3D&reserved=0>. 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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​John Foliot | Principal Accessibility Strategist | W3C AC Representative
Deque Systems - Accessibility for Good
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