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3.2.6
If a web page contains any of the following help mechanisms, and those mechanisms are repeated on multiple web pages within a set of web pages, they occur in the same relative order to other page content, unless a change is initiated by the user:
- Human contact details;
- Human contact mechanism;
- Self-help option;
- A fully automated contact mechanism.
Whenever a help feature appears on more than one page of a website.
Browse through a set of web pages to identify recurring help features.
The feature can be a link to help or on the page itself.
Look for:
- contact details such as phone, email or office address
- contact methods such as live chat, contact forms or social media channels
- self-help such as frequently asked questions or help pages
- automated contact methods such as chatbots
Check if recurring help features are in the same relative order to other page content.
Recurring help features do not need to be in the same position visually or appear on every page. You can check the order in the code by using the same tools as under 1.3.2 Meaningful Sequence.
This success criterion does not apply:
- to content-specific help, such as hint text or tooltips in forms
- between different zoom levels and orientations - for example, the help mechanism's position at 100% zoom does not need to match its position at 200% zoom
- A working help feature is available on every page.
- The help feature is in the same visual position on each page it appears.
- If a particular help option is not available (for example, no phone option outside of office hours) then alternative help features (such as an email address) are clearly signposted.
- Different features can link to each other - for example, chatbots can refer users to other contact details.
- Users who are not using a mouse to navigate must be able to easily close and reopen chatbots, as is required for 2.1.1 Keyboard.
No difference