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Cornell University

Web Accessibility Reviews

All Guidelines

77

Help mechanisms such as contact details, messaging, chat, or self-help options must be in the same relative order on all pages where the information is present.

WGAC 2 criterion 3.2.6 Consistent Help (A)
Category Structure

WCAG 2 criterion

3.2.6 Consistent Help (Level A)

Tools and requirements

  • Manual Evaluation

Test procedure

Help mechanisms are a broad scope of mechanisms. These must be in the same relative order on every page wherever the mechanism is repeated. It is not required to provide these mechanisms, only to put them in the same relative order if they do exist.

Help mechanisms in scope include

  • Human contact information (phone number, fax number, email addresses, hours of operation, physical address)
  • Direct human contact mechanisms (messaging client, live chat, contact forms, social media links)
  • Self-help mechanisms (FAQs, Support information)
  • Automated help mechanisms (chat bots)