Re: Finding Help

Sorry I replied on another thread. Jus tt oadd a little o jennie's 
comments here.

I totally agree with you that Context help should be provided and is 
already covered by SC 3.3.5 (AAA)

As Jennie says, this SC is for when people get stuck even if there is 
context help. For people with cognitive disabilities this might be a 
complete barrier rather than an annoyance. Ideally, a person could be 
contacts but that is unrealistic for many websites, hence the ability to 
provide self help options, including FAQs. We can really address 
quality, but can say *something* must be provided.

I hope that helps clarify our thinking for the SC.

Steve

On 14/04/2020 16:26, Delisi, Jennie (MNIT) wrote:
> 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
> 
> *Jennie Delisi, MA, CPWA*
> 
> Accessibility Analyst | Office of Accessibility
> 
> *Minnesota IT Services*|*Partners in Performance*
> 
> 658 Cedar Street
> 
> St. Paul, MN 55155
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> O: 651-201-1135
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> *From:* Niemann, Gundula <gundula.niemann@sap.com>
> *Sent:* Tuesday, April 14, 2020 10:15 AM
> *To:* Alastair Campbell <acampbell@nomensa.com>; Rachael Bradley 
> Montgomery <rachael@accessiblecommunity.org>; Keim, Oliver 
> <oliver.keim@sap.com>; WCAG <w3c-wai-gl@w3.org>; Delisi, Jennie (MNIT) 
> <jennie.delisi@state.mn.us>
> *Subject:* RE: Finding Help
> 
>  
> 
> *This message may be from an external email source.*
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> Do not select links or open attachments unless verified. Report all 
> suspicious emails to Minnesota IT Services Security Operations Center.
> 
> ------------------------------------------------------------------------
> 
> 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):
> 
>       o How can I zoom the image with keyboard?
>       o How can I pan with keyboard?
>       o …
> 
> 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,
> 
> Gundula
> 
> *From:* Alastair Campbell <acampbell@nomensa.com 
> <mailto:acampbell@nomensa.com>>
> *Sent:* Dienstag, 14. April 2020 15:35
> *To:* Niemann, Gundula <gundula.niemann@sap.com 
> <mailto:gundula.niemann@sap.com>>; Rachael Bradley Montgomery 
> <rachael@accessiblecommunity.org 
> <mailto:rachael@accessiblecommunity.org>>; Keim, Oliver 
> <oliver.keim@sap.com <mailto:oliver.keim@sap.com>>; WCAG 
> <w3c-wai-gl@w3.org <mailto:w3c-wai-gl@w3.org>>; Delisi, Jennie (MNIT) 
> <jennie.delisi@state.mn.us <mailto:jennie.delisi@state.mn.us>>
> *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. 
> https://squoosh.app/ 
> <https://gcc01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fsquoosh.app%2F&data=02%7C01%7Cjennie.delisi%40state.mn.us%7C81622fa8a5e3490cb44e08d7e086a1c7%7Ceb14b04624c445198f26b89c2159828c%7C0%7C0%7C637224741156177151&sdata=JMtvDFxsAaREzJOs4XOsTIwLR%2BeX0emkHxjkbT6Vnuc%3D&reserved=0>.
> 
> (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,
> 
> -Alastair
>

Received on Tuesday, 14 April 2020 16:15:36 UTC