Re: proposed SC Findable Help

How about something like the following friendly amendment? WCAG 2.x is is a
page based conformance model, the only time we talk about more than one
page at a time is with the term "Set of pages". Perhaps we can iterate on
that concept.
====
When any of following information is available on a page within a set of
pages

   1. Human contact details – e.g. telephone number, email address
   2. Human contact mechanism – e.g. messaging system/chat client, email
   form
   3. Self-help option – Frequently Asked Questions/How Do I page, support
   page, or help content

Then the information is available in a consistent location on all of the
pages in the set, or there is a link to that information in a consistent
location on all of the pages.

> The above does not include options like chat bots.

Wouldn't a live agent chat be OK?

I don't think we can say "The above doesn't not include options like..."
It's too ambiguous and unclear.




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On Mon, Sep 9, 2019 at 11:20 AM Delisi, Jennie (MNIT) <
jennie.delisi@state.mn.us> wrote:

> Hi,
>
> Thank you to a large number of people that have been helping to craft the
> proposed success criteria for Findable Help/Make it easy for the user to
> find and get help.
>
> Steve Lee and I have come to the understanding after a lot of work that we
> believe half of the original intent for the SC may be able to pass to the
> next stage (getting something on every page) but specifying the location
> most likely would not.
>
> We have drafted some new language we would like reviewed and are sending
> to both lists. If you have would have a moment to review, share thoughts,
> it would be greatly appreciated. Feedback preference is to add comments
> into the Google Doc (
> https://docs.google.com/document/d/1fX4Iw169OGUny5RTd70S8qAneYy5e0hr7zupE21gPBM/edit#
> <https://docs.google.com/document/d/1fX4Iw169OGUny5RTd70S8qAneYy5e0hr7zupE21gPBM/edit>)
> but email would be fine as well. We would appreciate feedback by Thursday
> at 9am CST.
>
> I will paste the latest draft after my name in this email. Thanks for
> considering this request for feedback,
>
> Steve and Jennie
>
>
>
> Full title: Make it easy for the user to find and get help.
>
>
>
> Draft SC text:
>
> On every page at least one of the following is provided in a consistent
> location:
>
>    - Human contact details – e.g. telephone number, email address
>    - Human contact mechanism – e.g. messaging system/chat client, email
>    form
>    - Self-help option – Frequently Asked Questions/How Do I page, support
>    page, or help content
>
> The above does not include options like chat bots.
>
>
>
> 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. Task abandonment, failure to correctly complete a task, or the
> requirement to get help from people who do not necessarily keep private
> information secure may be required when help is not available from the site
> or site support staff. Self-help methods beyond the site, such as using
> internet search to find contact information for an organization, can be too
> difficult. Further, their disability may make it more difficult to find the
> help available (such as a “contact us” link, phone number, or support page)
> if the information is not present within a few interactions (e.g.
> scrolling, complex navigation menu).
>
> 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 or mechanism
> must be easy to find. This cannot require working through another
> multi-step format, or a complicated chat interface. This ease of use can be
> provided through methods such as providing:
>
>    - a telephone number,
>    - a built-in messaging option (i.e., chat client),
>    - an email form or address.
>
> If a human is not available to help, other methods such as a Frequently
> Asked Questions page must be provided. If the site is no longer supported,
> this information must be present.
>
> The preference is for the help to be visually present and available to
> assistive technologies in the top third of the website or app, preferably
> easy to visually identify without going into another mechanism (e.g.
> submenu).
>
>
>
> Benefits
>
> By providing easy access to a human assistant, users unable to understand
> an interaction can complete the task. Users who have difficulty tracking
> two processes simultaneously (i.e. a multi-step help format and a
> multi-step task) will better be able to complete the task. Users that
> experience cognitive fatigue or cognitive shut down will be able to reserve
> their energy for the task, instead of using it to find support.
>
>
>
> Test Procedure
>
> On every page verify that there is at least one of the following:
>
>    1. human contact details - e.g. telephone number, email address
>    2. human contact mechanism - e.g. messaging system/chat client, email
>    form,
>    3. self-help option - Frequently Asked Questions/How Do I page,
>    support page or help content.
>
> The above does not include options like chat bots.
>
> Note: the link to self-help content or support can be:
>
>    - A frequently asked questions page
>    - A support forum
>    - A manual or other support documentation
>    - A form to submit for questions, or to have an issue addressed.
>
> Note: the following do not satisfy the success criteria:
>
>    - Tool-tips
>    - Contextual help such as an “i” that on hover or click reveals more
>    information
>    - Instructions that would already be included for completing form
>    controls.
>
>
>
> [End of draft text]
>
> *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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>
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