Under the Information and Communications Standards of the AODA, organizations must make their websites and web-based apps accessible. Organizations must do so by making their websites compliant with Web Content Accessibility Guidelines (WCAG) 2.0, Level AA. This international standard gives web developers guidelines on how to make their webpages accessible to computer users with disabilities. However, updates to the Information and Communications Standards could require organizations to comply with more recent versions of WCAG. An improved version of these guidelines, version 2.2, was released in October 2023. This article will outline WCAG 2.2’s web accessibility guidelines for help or support.
Web Accessibility Guidelines for Help or Support
Most websites provide users with ways to access help or support. Some of these help access options give users the chance to search for information on their own. For example, some websites provide links to:
- Frequently asked questions (FAQ) pages
- Articles with detailed or step-by-step answers to specific questions
Alternatively, websites can put users in contact with website administrators or other people who can answer questions or solve problems. For instance, some websites provide links to:
- Chat functions to access support from a human in real time
- “Contact us” pages listing contact information, including:
- Addresses
- Phone numbers
- Email addresses
- Forms to contact someone for support directly through the website
When links to help or support appear in a consistent location, users can easily find it. Therefore, designers creating sites with multiple webpages should place these links in the same location on every page.
Advanced Requirements
The WCAG webpage provides the full list of requirements, as well as technical guidance on how to implement them. The AODA only requires websites to follow guidelines in version 2.0, level AA. However, the WCAG webpage provides guidelines at level AAA. While websites do not need to follow these guidelines, they can choose to follow them as a best practice. Websites that follow more guidelines have the chance to welcome more visitors and do more online business.
Updates to the Information and Communications Standards may require compliance with web accessibility guidelines for help or support. Learn more now.