Consistent Help: The Decisions That Matter
Placing help mechanisms, such as contact details, chat, a help page link or a self-help option, in the same place on every page where they appear.
Marcus Adeyemi
Why does it matter?
People who need help should not have to search for it on each page, and WCAG 2.2 made consistent placement of help a level A requirement.
What are the numbers?
- WCAG 3.2.6 Consistent Help, A help mechanisms repeated across pages appear in the same relative order
- Covered mechanisms human contact details, contact methods, self-help options and automated contact such as chatbots
- Not required providing help; the rule applies when help is offered
- Added in WCAG 2.2
What should I do?
- Place help and contact links in the same spot in every template
- Keep chat launchers in a consistent position
- Include help within multi-step processes
- Label help links clearly
- Check help placement on mobile layouts
What should I avoid?
Avoid:
- Contact links that move between header and footer
- Help available on some steps of a form but not others
- Chat widgets that appear in different places
- Help hidden behind unclear icons
When should I get help?
Short answer Bring in help when support options vary across sections of a site, or when adding chat or help widgets.
Where this comes from
- W3C Web Accessibility Initiative — Understanding SC 3.2.6 Consistent Help
- W3C Web Accessibility Initiative — What's new in WCAG 2.2
The figures and practices above come from the sources listed.
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