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Thread: Screen reader-friendly chat feature - does one exist?
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From: Judith.A.Blankman
Date: Thu, Oct 22 2015 3:52PM
Subject: Screen reader-friendly chat feature - does one exist?
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Screen reader users - do you use online chat? Or do you prefer a different
way of seeking real time or other forms of customer support or sales
assistance?
Is there such a thing as a chat feature on a website that works well on
screen readers? I¹m interested in real working examples.
Is there a company out there that does this well? (IBM, AT&T, Target,
Comcast, etc.?)
The kinds of functionality and features we expect to beneficial are:
* When chat invitation is intrusive, knowing that it has popped up on the
screen
* Ability to move focus to the chat invitation popup in order to accept or
cancel
* If person cancels, to be able to return to where s/he was on the page
* Knowing when a service agent has responded to a question or comment.
Would an audio cue like a beep be helpful, if it can be muted when not
desired? Does anyone do this today?
Thanks,
Judith Blankman
Accessibility Strategist
Customer Experience (CX)
WFVC Digital | 550 California Street, 2nd floor | San Francisco, CA 94104
MAC A0112-020
Tel: 415-947-6583 | Cell: 415-601-1114
j <mailto: = EMAIL ADDRESS REMOVED = > = EMAIL ADDRESS REMOVED =
<mailto: = EMAIL ADDRESS REMOVED = >
From: Angel Chesimet
Date: Thu, Oct 22 2015 4:04PM
Subject: Re: Screen reader-friendly chat feature - does one exist?
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Google's im is accessible when in the standard mode. There is an
audible beep when the chat window appears and with every entry from
the other party. It is also easily read. Same with facebook.
I recently chatted with customer services on squarespace and Portland
State University library help and found the chat feature accessible.
Angel
On 10/22/15, = EMAIL ADDRESS REMOVED =
< = EMAIL ADDRESS REMOVED = > wrote:
> Screen reader users - do you use online chat? Or do you prefer a different
> way of seeking real time or other forms of customer support or sales
> assistance?
>
> Is there such a thing as a chat feature on a website that works well on
> screen readers? I¹m interested in real working examples.
>
> Is there a company out there that does this well? (IBM, AT&T, Target,
> Comcast, etc.?)
>
> The kinds of functionality and features we expect to beneficial are:
>
> * When chat invitation is intrusive, knowing that it has popped up on the
> screen
> * Ability to move focus to the chat invitation popup in order to accept or
> cancel
> * If person cancels, to be able to return to where s/he was on the page
> * Knowing when a service agent has responded to a question or comment.
> Would an audio cue like a beep be helpful, if it can be muted when not
> desired? Does anyone do this today?
>
>
> Thanks,
>
> Judith Blankman
>
>
>
> Accessibility Strategist
>
> Customer Experience (CX)
>
> WFVC Digital | 550 California Street, 2nd floor | San Francisco, CA 94104
> MAC A0112-020
>
> Tel: 415-947-6583 | Cell: 415-601-1114
>
>
> j <mailto: = EMAIL ADDRESS REMOVED = > = EMAIL ADDRESS REMOVED =
> <mailto: = EMAIL ADDRESS REMOVED = >
>
> > > > >
--
Angel Chesimet, MS, LPCi
Counselor
Disability Services
Portland Community College
Rock Creek Bldg: 9 Rm: 109
Office hours: Mon./Wed.
Voicemail: 971-722-8007
E-mail: = EMAIL ADDRESS REMOVED =
www.pcc.edu/resources/disability
Caution: This email may not be secure or confidential.
From: Jennifer Sutton
Date: Thu, Oct 22 2015 6:11PM
Subject: Re: Screen reader-friendly chat feature - does one exist?
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This question about chat comes up rather often, so please find, below, the links to threads I've collected where this has been discussed. I believe these are recent enough that the information should still be useful.
My short version, as a screen reader user?
I'd use it if it were accessible. If you build it right, people will come.
But so many chat implementations don't work that you've got an issue of trust, so then, it becomes a matter of publicity.
That's my two cents, anyway.
Jennifer
WebAIM thread -- Live Chat - ARIA recommendations andor good examples
http://webaim.org/discussion/mail_thread?threadf65
and
WebAIM thread accessible third-party commercial online chat options
http://webaim.org/discussion/mail_thread?threadf41
From: Charles Krugman
Date: Sat, Oct 24 2015 4:16PM
Subject: Re: Screen reader-friendly chat feature - does one exist?
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I don't know the chat feature or program that is used but I regularly
interact with the one that Best Buy uses for Geeksquad when I chat with
their agents. It is generally usable with the latest versions of JAWS.
Chuck