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Re: Response Requested: Terminology use of Help vs Support

From: James A. <A.James@soton.ac.uk>
Date: Mon, 23 Mar 2020 19:16:22 +0000
To: John Kirkwood <kirkwood@citymouse.com>
CC: Rachael Bradley Montgomery <rachael@accessiblecommunity.org>, public-cognitive-a11y-tf <public-cognitive-a11y-tf@w3.org>
Message-ID: <91082E3B-CA22-4CCD-AAC4-5B6982ED2664@soton.ac.uk>


On 23 Mar 2020, at 18:23, John Kirkwood <kirkwood@citymouse.com> wrote:


Help: action given to provide assistance; aid

Support: maintain, sustain, uphold all mean to hold up and to preserve.[general]
Designed to allow something such as a piece of software or computer device to work with it. [tech]

[sitings from: wikidiff, merian webster]

Help actions can provide support.

Hopefully thats useful.

On Mar 23, 2020, at 9:51 AM, Rachael Bradley Montgomery <rachael@accessiblecommunity.org<mailto:rachael@accessiblecommunity.org>> wrote:


Lisa, Steve and I are trying to clarify the difference between the terms "Help" and "Support" within content usable document<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fraw.githack.com%2Fw3c%2Fcoga%2Fmaster%2Fcontent-usable%2Findex.html&data=01%7C01%7Ca.james%40soton.ac.uk%7C8af37f215daa49cbe86e08d7cf57540d%7C4a5378f929f44d3ebe89669d03ada9d8%7C0&sdata=jYhOJ%2BHsvPqVBXFWFabvVh3zpkX1HseEDHeFu81%2Fy2U%3D&reserved=0> 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 19:16:37 UTC

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