Thread Subject: Re: Helpful help desk staff

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From: Brett, Thomas F
Date: Fri, Jan 19 2007 10:50 AM

David said: "The question to the TEITAC is whether you would want to
recommend that
this provision be modified to require that the personnel at the support
service desk be knowledgeable regarding the information required in the
previous provision, which addresses providing documentation about
accessibility features of the product"

I would concur that there should be a provision that the help desk
personnel be able to provide assistance to users of assistive
technology. However it should be recognized that the will require
manufactures to more fully document the accessibility features of a
product for the help desk personnel. Most Government Help Desks are
contract personnel. While they are well versed in Windows environment
not many of them are aware of how AT operates or what the short cut key
combinations are.


Tom Brett,
2026061206
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-----Original Message-----
From: = EMAIL ADDRESS REMOVED =
[mailto: = EMAIL ADDRESS REMOVED = ] On Behalf Of
Baquis David
Sent: Thursday, January 18, 2007 4:03 PM
To: = EMAIL ADDRESS REMOVED =
Subject: [teitac-documentation] Helpful help desk staff

I wanted to raise the issue of support services (e.g., help desk). Even
though this is called the documentation subcommittee, there is that
third provision in 508 regarding support services and the communication
needs of persons with disabilities.

On your issues page, you have a section for support services, but
perhaps you would like to consider expanding issues bulleted under it.
Here is one of those bullets currently listed:

"Examine where delivery mechanisms for technical support have changed
and need to be addressed (email, instant messages etc.)"

During today's conference call, I mentioned that there have been
complaints that support services were not prepared to provide
information about the accessibility features of products (e.g., keyboard
shortcuts to help users who are blind). That is a separate subject from
whether a user can communicate with the help desk (via TTY or other
means). I know one person who believed that the meaning of that
provision could be stretched to cover both interpretations, but that
intent is not explicit.

The question to the TEITAC is whether you would want to recommend that
this provision be modified to require that the personnel at the support
service desk be knowledgeable regarding the information required in the
previous provision, which addresses providing documentation about
accessibility features of the product. Related to that - requirements
should be enforceable. Do you think that would be measurable? How would
you determine sufficiency in meeting such a requirement and when a
complaint would be justifiable? Would this challenge move this idea to
an advisory note, as opposed to a requirement?

David Baquis
Accessibility Specialist
U.S. Access Board
1331 F Street, NW, #1000
Washington, DC 20004
800-USA-ABLE; (202) 272-0013 (voice)
www.access-board.gov; = EMAIL ADDRESS REMOVED =

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