Re: Finding Help

Correct. It should look like this:

For single page apps or any set of web pages
<https://www.w3.org/TR/WCAG21/#dfn-set-of-web-pages> with blocks of content
that are repeated on multiple web pages
<https://www.w3.org/TR/WCAG21/#dfn-web-page-s>, at least one of the
following is included or linked in a consistent location:


   - Human contact details
   - Human contact mechanism
   - Self-help option that includes a search capability
   - A fully automated chatbot that can:
      - recognize misspelled words,
      - provide human contact details if the chatbot is unable to provide a
      satisfactory response after 3 attempts,
      - be dismissed with a single interaction, and recalled using a link
      or button.


Except for archival unsupported content which is clearly labeled as such,
or where finding help would invalidate the activity.


On Thu, Apr 9, 2020 at 3:55 PM Charles Adams <charles.adams@oracle.com>
wrote:

> Rachael,
>
> Just to be clear, that last bullet in the list is intended to be indented,
> and be a child of "A fully automated chatbot..."?
>
> Regards,
>
> Chuck
> On 4/9/2020 9:53 AM, Rachael Bradley Montgomery wrote:
>
> Hello,
>
> The criteria under the chatbot are additional requirements that came from
> the COGA taskforce. They are not the same as the examples we removed from
> the other bullets. They are included within the SC text because certain
> chatbots are not accessible for people with cognitive disabilities.
>
> One possible way forward would be to add similar criteria to the self help
> option that would meet the needs you are concerned about from meeting
> self-help. I think the SC text would then look something like this though
> it will need word smithing:
>
> For single page apps or any set of web pages
> <https://urldefense.com/v3/__https://www.w3.org/TR/WCAG21/*dfn-set-of-web-pages__;Iw!!GqivPVa7Brio!P4OwOS_1aqzUkvWoi4yTOyKVYLhd9KT4zj7pwInbfAzzmmYtok2MPBl3uOUBgc8Itg$>
> with blocks of content that are repeated on multiple web pages
> <https://urldefense.com/v3/__https://www.w3.org/TR/WCAG21/*dfn-web-page-s__;Iw!!GqivPVa7Brio!P4OwOS_1aqzUkvWoi4yTOyKVYLhd9KT4zj7pwInbfAzzmmYtok2MPBl3uOUl2IGCKQ$>,
> at least one of the following is included or linked in a consistent
> location:
>
>
>    - Human contact details
>    - Human contact mechanism
>    - Self-help option that includes a search capability
>    - A fully automated chatbot that can:
>       - recognize misspelled words,
>       - provide human contact details if the chatbot is unable to provide
>       a satisfactory response after 3 attempts,
>    - be dismissed with a single interaction, and recalled using a link or
>    button.
>
> Except for archival unsupported content which is clearly labeled as such,
> or where finding help would invalidate the activity.
>
>
> Thoughts?
>
> Rachael
>
> On Thu, Apr 9, 2020 at 11:11 AM Keim, Oliver <oliver.keim@sap.com> wrote:
>
>> Hello Rachael,
>>
>> moving the examples to the understanding section is certainly a good
>> idea. We appreciate if all the allowed compliance options show discrete
>> examples on conforming to this SC.
>>
>> However, we think that the option of providing an FAQ may not be the very
>> best idea. FAQs are typically short and very general. FAQs are nice to have
>> but do not qualify to fulfill the SC:
>>
>> Our experience with questions from users with special needs are the
>> opposite, ranging from basic to very very specific, such as "what keyboard
>> key can I use to open the value help in a combobox", or "what other touch
>> gestures are provided for the list control, other than 'tap'." These
>> questions are typically not reflected in an FAQ and would make FAQs endless.
>>
>> Therefore the "self-help option" should point to help facilities, which
>> are able to offer information on very detail. Online documentation and
>> context help support it, specifically because the later two often support
>> search capabilities.
>>
>> We agree Human help comes first. Nevertheless we suggest the order is
>> based on distance, from direct human contact, to indirect human contact, to
>> a computer contact (chatbot) and finally self-help.
>> In addition all options should look balanced, that means the details on
>> the chatbot should also go into the understanding section.
>>
>> Kind regards,
>> Oliver (and Gundula)
>>
>>
>>
>>
>>
>> On 8. Apr 2020, at 20:25, Rachael Bradley Montgomery <
>> rachael@accessiblecommunity.org> wrote:
>>
>> Hello Oliver and Gundula,
>>
>> We are trying to move Finding Help
>> <https://urldefense.com/v3/__https://docs.google.com/document/d/1fX4Iw169OGUny5RTd70S8qAneYy5e0hr7zupE21gPBM/edit*heading=h.c1ri43umkho0__;Iw!!GqivPVa7Brio!P4OwOS_1aqzUkvWoi4yTOyKVYLhd9KT4zj7pwInbfAzzmmYtok2MPBl3uOX8K1IQhA$>
>> to CFC and want to work with you to resolve your objections to the SC.
>>
>> Oliver, we believe we have addressed your point about the balance of the
>> bullets by moving the examples from all the bullets to the understanding
>> documents.
>>
>> Gundula, you objected to including self-help as an option but, as Oliver
>> and others pointed out in previous conversations and emails, many websites
>> and preshipped software can not support a human option. The intent of this
>> SC, which I believe is being met with the current SC text, was to:
>>
>> 1. Ensure some form of help was provided and
>> 2. Ensure it is in a consistent location.
>>
>>
>> To address your concern that organizations may fall back to the self help
>> option only as it is easiest, I've added a phrase to the
>> understanding document that states "*Human help is the recommended
>> option but* if a human is not available to help, other methods such as a
>> Frequently Asked Questions page must be provided. "
>> Do these changes address your concern?
>> Thank you,
>> Rachael
>>
>> --
>> Rachael Montgomery, PhD
>> Director, Accessible Community
>> rachael@accessiblecommunity.org
>>
>> "I will paint this day with laughter;
>> I will frame this night in song."
>>  - Og Mandino
>>
>>
>>
>
> --
> Rachael Montgomery, PhD
> Director, Accessible Community
> rachael@accessiblecommunity.org
>
> "I will paint this day with laughter;
> I will frame this night in song."
>  - Og Mandino
>
>

-- 
Rachael Montgomery, PhD
Director, Accessible Community
rachael@accessiblecommunity.org

"I will paint this day with laughter;
I will frame this night in song."
 - Og Mandino