Re: Finding Help

Hello Gundula,

Does the additional clarification requiring a search capability in self
help along with removing FAQ as a technique address your concern?

Thank you,

Rachael

On Tue, Apr 14, 2020 at 8:54 AM Niemann, Gundula <gundula.niemann@sap.com>
wrote:

> Hello Rachael,
>
>
>
> in fact I do not at all object to requesting a self-help option. To the
> contrary, I highly recommend to request it.
>
> This includes online documentation, context help, application help, …
>
>
>
> I do object to accepting an FAQ to fulfill the requirement. An FAQ is a
> nice-to-have, but it does not suffice the intention of the SC: to ensure
> available help for the end-user.
>
>
>
> Best regards,
>
> Gundula
>
>
>
> *From:* Rachael Bradley Montgomery <rachael@accessiblecommunity.org>
> *Sent:* Mittwoch, 8. April 2020 20:26
> *To:* Keim, Oliver <oliver.keim@sap.com>; Niemann, Gundula <
> gundula.niemann@sap.com>; WCAG <w3c-wai-gl@w3.org>; Delisi, Jennie (MNIT)
> <jennie.delisi@state.mn.us>
> *Subject:* Finding Help
>
>
>
> Hello Oliver and Gundula,
>
>
>
> We are trying to move Finding Help
> <https://docs.google.com/document/d/1fX4Iw169OGUny5RTd70S8qAneYy5e0hr7zupE21gPBM/edit#heading=h.c1ri43umkho0>
> 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