Consistent Help

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.

The intent of this Success Criterion is to ensure users can find help for completing tasks on a Web site, when it is available. When the placement of the help mechanism is kept consistent across a set of pages, users looking for help will find it easier to identify. This is distinct from interface-level help, such as contextual help, features like spell checkers, and instructional text in a form.