RE: Finding HHello jennie,elp

Hello Jennie,

of course some background helps. Thank you for providing.
Nevertheless, context help according to my experience with end-users and with testing is the one most often needed and very often missed.
You stated something is needed beyond that.
I understand that context help in your point of view is needed (from your wording I conclude you take it as a prerequisite), yet it does not suffice.

What about requesting both then?

So the suggestion for the SC is:

For single page apps or any set of web pages<> with blocks of content that are repeated on multiple web pages<>, a self-help option including a context help is available and at least one of the following is included or linked in a consistent location:
· Human contact details
· Human contact mechanism
· A fully automated chatbot that can:
o recognize misspelled words,
o provide human contact details if the chatbot is unable to provide a satisfactory response after 3 attempts,
o 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.

(I colored the background of the main change.)

Best regards,

From: Delisi, Jennie (MNIT) <>
Sent: Dienstag, 14. April 2020 17:26
To: Niemann, Gundula <>; Alastair Campbell <>; Rachael Bradley Montgomery <>; Keim, Oliver <>; WCAG <>
Subject: RE: Finding Help

Maybe some context would be helpful.

Contextual help is not the intent of this proposed success criteria. This is intended to support beyond contextual help. And, there should still be language that indicates contextual help does not satisfy the success criteria.

What a website does is also not the intent of the help. Originally, the goal was to support those using a website to complete a task on the site. And, that have trouble finding the help available – easily. The intent is a scenario like:

  1.  I am on a website, trying to complete a task. I encounter difficulty.
  2.  Finding the help available, preferably a person, is easy to locate. Easy: meaning in the same location on every page.
  3.  When a person is not available, knowing what help is available (such as an FAQ) helps me quickly determine if there is something that can help me beyond the contextual help on that page.

Please let me know if this helps clarify the intent.

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
Information Technology for Minnesota Government |<>
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From: Niemann, Gundula <<>>
Sent: Tuesday, April 14, 2020 10:15 AM
To: Alastair Campbell <<>>; Rachael Bradley Montgomery <<>>; Keim, Oliver <<>>; WCAG <<>>; Delisi, Jennie (MNIT) <<>>
Subject: RE: Finding Help

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Hello Alastair,

maybe we can use the example to illustrate what I would like to see as online help (specifically context help).

I opened that app, and I have no clue what it does. No explanation, no input help.
No clue.
Even after interaction (“try one of these” – I chose one) I have no clue what this app does.
My colleague found out what it does: It compresses image files.

So what it needs (let’s imagine it was accessible and well-designed):

  *   An explanation what it does and which options it provides. Amount: a few lines, maybe half a page.
  *   Context help that answers the questions (with the respective UI element):

     *   How can I zoom the image with keyboard?
     *   How can I pan with keyboard?
     *   …
Amount: some words or a sentence each

Our main concern is that context help should be provided.
Most user questions arise around how interaction is done for specific UI elements, and here specifically with keyboard.

The help should be adequate for the complexity of the application / web site.
A small app might need a one-pager next to it and some context help.
A large business application might need a handbook which explains interaction as well as the application, next to context help inside the application itself.
The handbook for the large application is rarely missing.
The context help inside the application is often missing, independently of the size of application.

I agree a search mechanism is not adequate in all cases and thus might be recommended in case of complex sites with a large help, but a search mechanism should not be requested for all applications / web sites.

Best regards,

From: Alastair Campbell <<>>
Sent: Dienstag, 14. April 2020 15:35
To: Niemann, Gundula <<>>; Rachael Bradley Montgomery <<>>; Keim, Oliver <<>>; WCAG <<>>; Delisi, Jennie (MNIT) <<>>
Subject: RE: Finding Help

Hi Gundual,

> 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.

A lot of the smaller organizations (/people) I work with would not be able to provide a full help section, especially with a search mechanism.

There are small websites and single page apps that do one thing, e.g.<>.
(Just an example that came to mind, no personal connection and I’m not saying it is paragon of accessibility.)

Including a help section bigger than the rest of the website is an odd requirement to make.

Kind regards,


Received on Tuesday, 14 April 2020 15:42:36 UTC