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Response Requested: Terminology use of Help vs Support

From: Rachael Bradley Montgomery <rachael@accessiblecommunity.org>
Date: Mon, 23 Mar 2020 09:51:02 -0400
Message-ID: <CAL+jyYKOO8m=MafA_GwcbfjXV3dUY3Z=cGvMUv9sD8N94zuDZw@mail.gmail.com>
To: public-cognitive-a11y-tf <public-cognitive-a11y-tf@w3.org>

Lisa, Steve and I are trying to clarify the difference between the terms
"Help" and "Support" within content usable document
<https://raw.githack.com/w3c/coga/master/content-usable/index.html> and
would value your insights.

Below is  a proposal on how we could use them. Please take a look and let
us know what you think and what changes are needed.


   Help is user centered

      Help: (v) provide assistance or assist the user

      Help: (n) as in “online help or human help”
      - Examples:
      - Help users understand what things are and how to use them
         - I find the design familiar such that user interface elements
         such as menus, buttons and design components as well as
elements common to
         many websites such as help and search...
      - Support is technology centered

      Support: (n) provide what is needed for technology to work or
      information about that technology
      - Examples:
         - As a user who struggles with text and words, I need speech
         support, with synchronized highlighting, so I can follow as I go
         - Support Adaptation and Personalization

Thank you,


Rachael Montgomery, PhD
Director, Accessible Community

"I will paint this day with laughter;
I will frame this night in song."
 - Og Mandino
Received on Monday, 23 March 2020 13:51:27 UTC

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