Consistent Help
Summary:
WCAG 3.2.6, "Consistent Help," focuses on providing users with consistent access to help across a website. This includes access to human contact, self-help options, and fully automated contact mechanisms. It’s particularly beneficial for users who may experience difficulties or confusion while navigating a site, including those with cognitive disabilities or users unfamiliar with the site.
What:
This guideline requires that websites offer consistent means of help and support. This can be in the form of FAQs, contact forms, chatbots, or direct contact information. The key is that help mechanisms are consistently available across various pages including the actual location on the page and the order in menus, which is especially beneficial for screen reader users.
Why:
Having reliable and consistent access to help improves the user experience, especially for those who might struggle with certain aspects of a site. It ensures that users can quickly find assistance without added frustration.
Examples and Scenarios:
- Contact Information on Every Page: Including a 'Contact Us' link in the footer of every page.
- Chatbots on E-commerce Sites: Offering a chatbot for help on all product pages.
- FAQs in Online Services: Providing a link to a comprehensive FAQ section accessible from all major sections of the site.
How to Comply:
- Websites: Implement a consistent help mechanism that’s easily accessible from all pages, such as a persistent help button or footer links.
- Mobile Apps: Ensure that help options are available and consistently placed within the app’s interface.
- Software Applications: Include easy-to-find help features, ensuring they are consistently available throughout different parts of the application.
Exceptions:
- Single-page Websites: Where the content is limited to one page, multiple help mechanisms might not be necessary.
- Context-specific Help: In some cases, help may be specific to certain tasks or sections and may not be relevant across all pages.