WCAG 2.2 (A) SC 3.2.6 Consistent Help (w3.org)
Issue description
WCAG 3.2.6, “Consistent Help” aims to make it easier for users to find and access help information on a website, especially those with cognitive disabilities who may rely on consistent patterns and predictable locations for finding support.
Many websites offer help or support features, but these features are often inconsistent or difficult to locate. This can include:
- Inconsistent location: Help links or buttons are placed in different locations on different pages, making them hard to find.
- Varying labels: The same help feature is labeled differently across the website (e.g., “Help,” “Support,” “FAQ”).
- Inconsistent access methods: Different methods are used to access help on different pages (e.g., a link on one page, a button on another, a modal dialog on another).
Why consistent help matters
- Predictability: Users should be able to easily find and access help information, regardless of where they are on the website. Consistent placement and labeling make this possible.
- Efficiency: Users can quickly get the support they need without having to search for it.
- Accessibility: Consistent help is particularly important for users with cognitive disabilities who may have difficulty with change or remembering different locations for help features.
WCAG requirements
This guideline requires that a mechanism is available to locate help throughout a set of web pages, where the mechanism:
- Is consistent: The same mechanism is used on each page where help is available.
- Is persistent: The mechanism is available on every page in the set.
- Is identifiable: The mechanism is clearly identifiable as a way to access help.
Essentially, this guideline promotes a more user-friendly and accessible experience by ensuring that help features are consistently available and easy to find across the website. This benefits all users, especially those with cognitive disabilities who rely on predictable patterns and structures to navigate and find information effectively.
Related requirements
The following WCAG source criteria are often related to this as well. They can provide additional insights into specific challenges you may be encountering.
- WCAG (Level A) SC 3.2.1 On Focus
- WCAG (Level A) SC 3.2.2 On Input
- WCAG (Level AA) SC 3.2.3 Consistent Navigation
- WCAG (Level AA) SC 3.2.4 Consistent Identification
- WCAG (Level AAA) SC 3.2.5 Change on Request
Who this issue impacts
Follow the links for additional information on user impairments:
Suggestions for remediation
Remediating WCAG 3.2.6, “Consistent Help” involves ensuring that a mechanism for locating help is available throughout a set of web pages, and that this mechanism is consistent, persistent, and identifiable. Here’s how:
Choose a consistent help mechanism
- Dedicated help link or button: Use a dedicated link or button labeled “Help” or “Support” that is consistently placed in the same location on every page. Common locations include the header, footer, or a sidebar.
- Help icon: Use a recognizable icon, such as a question mark, to represent the help feature.
- Keyboard shortcut: Provide a keyboard shortcut (e.g., F1) that consistently opens the help section or documentation.
Ensure persistence
- Every page: Make the help mechanism available on every page within the set of web pages where it is relevant.
- Consistent location: Place the help link or button in the same location on every page, so users can easily find it.
Make it identifiable
- Clear label: Use a clear and concise label, such as “Help” or “Support,” that is easily understood.
- Visual cues: Use visual cues, such as color or icons, to make the help mechanism stand out.
Provide comprehensive help
- Help content: Ensure that the help content is comprehensive, easy to understand, and covers the most common user questions and issues.
- Search functionality: If the help content is extensive, provide a search function to allow users to quickly find the information they need.
Testing
- Visual inspection: Review the website to ensure that the help mechanism is consistently available and easily identifiable on every page.
- Keyboard testing: Test the help mechanism using only the keyboard to ensure it is accessible.
- Assistive technology testing: Test with screen readers to ensure that the help mechanism is identified and announced correctly.
Example
- You can add a “Help” link to the header of every page on your website. The link should be clearly visible and lead to a dedicated help section or page. You can also provide a keyboard shortcut (e.g., F1) that opens the help section from any page.
By following these practices, you can ensure that help is consistently available and easy to find throughout your website, making it more accessible and user-friendly for everyone.
