WCAG SC 3.2.6 requires that help mechanisms provided on a web page, such as human contact details, self-help options, or automated contact mechanisms, are consistently located across multiple web pages within a set of pages. This consistency helps users, especially those with cognitive disabilities, to find help easily and efficiently. Note that this success criterion does not mandate authors to include a help mechanism or content on the website but to ensure consistency if such a help mechanism exists.
To ensure consistent placement of help mechanisms across a set of web pages, users with cognitive disabilities often require assistance to complete actions or tasks on websites.
For instance, when filling out a form on an airline website that requires a member ID, users with varying memberships may struggle to understand the requirement and may need further assistance from a 'contact us' widget.
The 'contact us' widget must be consistently located across all pages within the same set to meet this success criterion. Users who use help mechanisms once tend to rely on them repeatedly, and maintaining a consistent location reduces their search time and fatigue.
Additionally, if users zoom in, change the browser orientation, or adjust the page's default settings, the success criterion will still be met, as these changes are user-initiated.
Consistent Location: Place help mechanisms in the same location on every page within a set.
Accessible Labels: Use clear and descriptive labels for help links and buttons.
User Initiated Changes:Acknowledge that user-initiated changes like zooming and reorientation may alter the layout but strive for consistency within these variations as well.
Example: Consistent Labeling of Contact Links
An online job application provides contact details on various pages, but the location of the "Contact Us" link varies from page to page.
The "Contact Us" link is located at the top of some pages and at the bottom of others.
Explanation:This inconsistent placement makes it difficult for users to find the help they need, leading to frustration and confusion.
An online job application provides contact details on various pages, at this time, the location of the "Contact Us" link remains consistent, at the top right corner through all pages.
Explanation:By maintaining a consistent location for the "Contact Us" link, users can easily find the help they need, enhancing their ability to complete tasks efficiently.