Chapter 6: Documentation and Support Services

  1. 601 General
  2. 602 Documentation
  3. 603 Support Services

601 General

601.1 Scope.  The technical requirements in Chapter 6 shall apply where required by Chapter 2 or where referenced by a requirement in this document.

602 Documentation

602.1 General.  Documentation that supports the use of ICT shall conform to 602.

Advisory 602.1 General.  Examples of documentation that supports ICT are installation guides, user guides, and manuals that describe the features of a product and how it is used.  Documentation may take the form of stand-alone documents or be integrated into products as on-line or context-sensitive help.

602.2 Accessibility and Compatibility Features.  Documentation shall list and explain how to use the accessibility and compatibility features of the ICT that support the technical requirements of this document.  Documentation shall include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.

Advisory 602.2 Accessibility and Compatibility Features.  One example of an accessibility feature is the ability to access commands and navigate using the keyboard.  Voice recognition, screen readers, and alternative keyboards rely upon keyboard control of features for accessible and efficient operation.  Keyboard navigation includes support for the following:  cursor keys (up, down, left and right arrows), tab and shift-tab (to cycle through fields), enter or spacebar (to select or activate), hot keys, macros, and other keyboard acceleration mechanisms.

Where ICT components are designed to be part of an integrated system, this provision requires that the documentation explains how to configure the system to support accessibility.  For example, the documentation for a DVD player and multimedia projector is required to explain how to configure the DVD player and projector to support the display of closed captions.

602.3 Materials.  When ICT support services provide documentation, documentation materials shall conform to 602.3.

602.3.1 WCAG Conformant.  Documentation in electronic format shall conform to all Level A and Level AA Success Criteria and all Conformance Requirements in WCAG 2.0 (incorporated by reference in Chapter 1).

602.3.2 Alternate Formats.  Alternate formats shall be provided upon request.

603 Support Services

603.1 General.  ICT support services including, but not limited to, help desks, call centers, technical support, and training services shall conform to 603.

603.2 Information on Accessibility and Compatibility Features.  ICT support services and training shall include information on the accessibility and compatibility features required by 602.2 to be listed and explained in ICT documentation.

Advisory 603.2 Information on Accessibility and Compatibility Features.  A best practice is for ICT support services to provide training programs about the following topics:  accessibility requirements for individuals with disabilities; methods of communication used by individuals with disabilities; assistive technology commonly used with ICT products; designing for accessibility; solutions for accessibility and compatibility of ICT with assistive technology; the use of people-first language; and sensitivity training concerning disability issues.

603.2.1 Method of Delivery.  Support services shall be provided directly to the user or through a referral to a point of contact.  Support services that are provided through a referral shall include a contact method conforming to 603.3.

Advisory 603.2.1 Method of Delivery.  The Federal Communications Commission maintains a list of contact information for telecommunications service providers and manufacturers of telecommunications products that can be useful when support services are provided through a referral.

603.3 Effective Communication.  ICT support services shall accommodate the communication needs of individuals with disabilities.

Advisory 603.3 Effective Communication.  To be effective, communication with individuals with disabilities should include alternate methods of communication for both in-person and remote communication.  Examples of alternative methods are sign language interpreters, assistive listening systems, TTYs, real time captioning, and telecommunications relay services.  Examples of telecommunication relay services are TTY speech-to-speech and video relay.

A best practice is for help desk and other ICT support services to use a variety of communication technologies.  Examples of such communication technologies include Internet posting (such as message boards and website blogs), cellular telephones, two way radios, email, fax, postal mail, texting, and instant messaging.

603.3.1 Materials Provided.  When support services provide documentation, the documentation materials shall conform to 602.