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Thread: Live Chat - ARIA recommendations and/or good examples?
Number of posts in this thread: 7 (In chronological order)
From: Judith.A.Blankman
Date: Thu, Nov 13 2014 1:44PM
Subject: Live Chat - ARIA recommendations and/or good examples?
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I'm being asked to review, for accessibility considerations, the design requirements for a pretty standard live chat interface on desktop. Tablet and smartphone are not in scope at this time.
I'm clear about specifying the need for focus when the chat initially opens, the form fields, etc.
My concerns are around how a blind customer using a screen reader would interact with the input field for their message, how this person would know that the service representative is responding, and then when the rep responds. So, it seems like there is a need to inform the customer when these events happen in a way that is clear, not confusing.
(This could also be reversed, saying that the service representative would be the screen reader user, however the interface I'm reviewing is customer-facing.)
Is this a good use of aria live regions?
Also, I'd appreciate any examples of where this has been delivered successfully with accessibility in mind.
Thanks,
Judith Blankman
Accessibility Strategist
Customer Experience
Wells Fargo Digital Channels Group | 550 California Street, 2nd floor | San Francisco, CA 94104
MAC A0122-020
Tel 415-947-6583 | Cell 415-601-1114 | Fax 415-974-7452
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From: Bryan Garaventa
Date: Thu, Nov 13 2014 2:38PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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The technique for implementing live chat with custom messages is actually very easy.
All you really need is an offscreen container element at the end of the page that innerHTML can be used to write custom strings to,
and include aria-live='polite' within the offscreen tag.
This automatically works across desktop and mobile.
Live demo:
http://whatsock.com/tsg/Coding%20Arena/Web%20Chat%20and%20Dynamic%20Message%20Announcement/Web%20Chat%20(Static)/demo.htm
From: Jonathan Avila
Date: Thu, Nov 13 2014 6:51PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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> how this person would know that the service representative is responding, and then when the rep responds. So, it seems like there is a need to inform the customer when these events happen in a way that is clear, not confusing.
In addition, to Bryan's comment, it may be useful to provide keystrokes or navigation structures to allow users of screen readers to move between messages so that they may review what's been said. A review of how screen readers work with programs like Skype, Lync, and AIM may be useful.
Sounds (earcons) may also be useful to provide other auditory feedback.
Jonathan
From: Ryan E. Benson
Date: Fri, Nov 14 2014 12:31PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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Jonathan said:
In addition, to Bryan's comment, it may be useful to provide keystrokes or
navigation structures to allow users of screen readers to move between
messages so that they may review what's been said. A review of how
screen readers work with programs like Skype, Lync, and AIM may be useful.
While I agree, however I would say this might be slightly overkill for
people with mobility disabilities, so allowing them to tab into the
container and scroll using only the arrow keys would help.
--
Ryan E. Benson
On Thu, Nov 13, 2014 at 8:51 PM, Jonathan Avila < = EMAIL ADDRESS REMOVED = >
wrote:
> > how this person would know that the service representative is
> responding, and then when the rep responds. So, it seems like there is a
> need to inform the customer when these events happen in a way that is
> clear, not confusing.
>
> In addition, to Bryan's comment, it may be useful to provide keystrokes or
> navigation structures to allow users of screen readers to move between
> messages so that they may review what's been said. A review of how
> screen readers work with programs like Skype, Lync, and AIM may be useful.
>
> Sounds (earcons) may also be useful to provide other auditory feedback.
>
> Jonathan
>
>
From: Joy Relton
Date: Fri, Nov 14 2014 3:24PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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Can a mobility impaired person using Dragon "scroll"? I know that they can
command the software to "tab". Ihaven't tested with Dragon for a while but I
didn't think that it scrolled.
From: Jonathan Avila
Date: Fri, Nov 14 2014 4:42PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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> Can a mobility impaired person using Dragon "scroll"?
If the scrolling area is keyboard focusable they can give commands to move down or move up or issue keyboard commands by voice.
Earlier today I posted a blog on considerations for testing with Dragon and speech recognition software.
https://www.ssbbartgroup.com/blog/2014/11/14/considerations-for-testing-with-speech-recognition-software-such-as-dragon-naturally-speaking/
Best Regards,
Jonathan
From: Jennifer Sutton
Date: Sat, Nov 15 2014 1:26PM
Subject: Re: Live Chat - ARIA recommendations and/or good examples?
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When I recently brought up this question (perhaps with a slightly
different spin), here's an example that was brought to my attention offlist:
http://www.liveperson.com/
A sample implementation is here:
http://support.microsoft.com/answerdesk/accessibility
For reference, here's a link to the thread I started on this topic:
http://webaim.org/discussion/mail_thread?thread=6641
And because I often hope/trust others turn to the Archives as often
as I do, I'm going to respond to my earlier thread to link it to this one.
Jennifer