Consistent Help (WCAG 2.2)

Consistent Help is WCAG 2.2 Success Criterion 3.2.6, a Level A requirement that mandates help mechanisms be located in the same relative position across a set of web pages. When a website provides ways for users to get help, such as contact information, live chat, FAQ links, or support phone numbers, those help features must appear in a consistent, predictable location on every page. This criterion was introduced in WCAG 2.2, published in October 2023, as part of a broader effort to address cognitive accessibility. It falls under Principle 3 (Understandable) and Guideline 3.2 (Predictable), reflecting the idea that users should be able to predict where to find help based on their experience with other pages on the same site. The criterion does not require websites to offer help. It applies only when help mechanisms exist. If a site has no contact page, no chat widget, and no FAQ, this criterion does not apply. But the moment help is provided, consistency becomes mandatory.

Finding help on a website should not itself be a task that requires help. Yet many websites place help mechanisms inconsistently: a chat bubble on the homepage, a "Contact Us" link buried in the footer on product pages, and a support phone number only on the about page. This inconsistency creates frustration for all users and a genuine barrier for people with cognitive disabilities. People with memory difficulties may remember that help exists but forget where they found it. People with attention deficits may not be able to scan an unfamiliar page layout to locate a help mechanism that has moved. People with learning disabilities may have spent significant effort learning where to find help on one page and are disoriented when it moves on another. Consistency reduces cognitive load. When users learn that the chat icon is always in the bottom right corner, or that the contact phone number is always in the footer, they can rely on that knowledge across the entire site. They don't have to relearn the interface on every page. This criterion also benefits users without disabilities. Everyone has experienced the frustration of searching for a way to contact a company whose help options seem to move from page to page. Consistent placement is a fundamental usability principle elevated to an accessibility requirement.

The criterion is straightforward in its requirements. If help mechanisms are present on multiple pages, they must maintain the same relative order within the page structure. **What qualifies as a help mechanism:** - **Human contact** - Phone numbers, email addresses, contact forms - **Human contact mechanisms** - Live chat, messaging systems, social media support channels - **Self-help** - FAQ pages, knowledge bases, help documentation, tutorials - **Automated contact** - Chatbots, virtual assistants, automated support systems **Consistency in practice:** If a website's standard page layout includes a header, navigation, main content, sidebar, and footer, and the help chat widget appears in the footer on one page, it should appear in the footer on all pages that include it. ```html <!-- Page 1 footer --> <footer> <nav aria-label="Footer navigation">...</nav> <div class="help-section"> <a href="/faq">FAQs</a> <a href="/contact">Contact Us</a> <button id="chat-widget">Live Chat</button> </div> <p class="copyright">...</p> </footer> <!-- Page 2 footer - same structure and order --> <footer> <nav aria-label="Footer navigation">...</nav> <div class="help-section"> <a href="/faq">FAQs</a> <a href="/contact">Contact Us</a> <button id="chat-widget">Live Chat</button> </div> <p class="copyright">...</p> </footer> ``` **The help mechanisms should also maintain consistent relative order among themselves.** If the FAQ link comes before the Contact link on one page, it should come before the Contact link on all pages. **Important clarifications:** - **Same relative position, not same absolute position.** Different page layouts (homepage versus article page) may position elements at different pixel coordinates, but the help should be in the same structural location (e.g., always in the footer, always in the header). - **Pages can omit help.** If some pages have help mechanisms and others don't, the criterion applies only to the pages that include them. The help doesn't have to be on every page. - **User-initiated changes don't violate the criterion.** If a user closes a chat widget, it's acceptable for it to remain closed on subsequent pages. The user initiated the change. - **Responsive layout changes are acceptable.** A help link visible in the header on desktop that moves into a hamburger menu on mobile is acceptable because the responsive change is consistent and predictable. **Implementation best practices:** - Use site-wide templates to ensure help mechanisms are included consistently. - Place help in highly visible, standard locations like the header or footer. - Use the same labeling and iconography for help across all pages. - Include help mechanisms in your design system as reusable components.