Re: Finding Help

Hi Gundula

I'm interested why you do not feel a well maintained FAQ is not suitable 
as a form of self help online documentation?

Self help online documentation can take many, many forms and I have 
definitely seen some that are worse than even the most basic FAQ would 
be. Personally I often find a FAQ to be the best format  when I have a 
specific question in mind.

If you are considering a full manual-style set of pages or tutorials as 
the only suitable form of self help online documentation than I agree 
with the the comments others have made that there are many sites for 
which it cannot be mandated.

Steve

On 14/04/2020 13:54, Niemann, Gundula 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 <mailto:rachael@accessiblecommunity.org>
> 
> "I will paint this day with laughter;
> 
> I will frame this night in song."
> 
>   - Og Mandino
>

Received on Tuesday, 14 April 2020 14:18:26 UTC