The Overlooked Role of Help Sections in Accessibility
Most websites spend time polishing their visuals, layouts, and navigation—but the help section is often ignored. Ironically, it’s the one place users go when they’re stuck. For many people with disabilities, this section becomes a barrier instead of a bridge.
An accessible help section isn’t a nice-to-have—it’s part of digital inclusion. Under WCAG 2.2 and ADA web accessibility standards, users should be able to find and use help features easily on every page.
What WCAG Says About Consistent Help (3.2.6)
The WCAG 2.2 Success Criterion 3.2.6: Consistent Help requires that help options—like contact forms, chat widgets, or support links—remain in the same place and function consistently across all pages.
The goal is simple: if a user needs help once, they should always know where to find it again.
Common Accessibility Failures in Help Sections
Many websites fail this standard without realizing it. Some common issues include:
- Help links that appear on one page but vanish on others.
- Contact forms missing proper labels or keyboard focus.
- Chat buttons that open automatically and trap focus.
- Icons with no accessible names or ARIA labels.
- Poor color contrast and confusing error messages.
Real User Impact: When Help Isn’t Actually Helpful
As a screen reader user, I often just want to send a simple email—but the experience can be frustrating. Sometimes, the “Contact Us” form looks perfect visually, but form fields aren’t labeled properly or the submit button doesn’t activate.
Live chat widgets are even trickier. They open suddenly, take over focus, and don’t announce new messages to the screen reader.
Even AI-powered chat assistants can miss the mark. There are times I try to give accessibility feedback about a website, a plugin, or even the AI tool itself, but I can’t locate the feedback button or the form won’t submit.
It’s ironic: you want to help improve accessibility, but the very system that asks for feedback locks you out.
How to Make Your Help Section WCAG-Compliant (and Actually Helpful)
A truly accessible help section supports everyone—keyboard users, screen reader users, non-native speakers, and those new to technology.
Here’s how to build one that meets WCAG 2.2 and ADA compliance:
- Keep help options consistent: Place your “Help,” “Contact Us,” or “Live Chat” link in the same visible location on every page, such as the header or footer.
- Use clear and simple wording: Avoid technical or complex terms. Your help options should make sense instantly, even to users who aren’t native speakers.
- Ensure help icons are labeled buttons: Every icon must have a descriptive label like “Open Help” or “Start Live Chat” so screen readers can identify it.
- Make everything keyboard-friendly: Users should be able to reach, open, and close all help tools using only the keyboard.
- Avoid cluttered filters or endless dropdowns: Over-filtered or complex search options frustrate users. Keep filters minimal and name them clearly.
- Offer more than one accessible contact option: Give users a choice between at least two options, such as email, contact form, live chat, or phone.
- Provide short, friendly instructions: For example, “Need help? You can email us or start a chat.” Simple, conversational text makes everyone feel welcome.
- Check forms and chat widgets for screen reader compatibility: Ensure focus order, announcements, and ARIA roles are correct.
- Test regularly with real users: Automated tools can miss real-world barriers. Feedback from assistive technology users shows what truly works.
Testing and Maintaining Accessibility
Accessibility isn’t a one-time checklist—it’s an ongoing process. Each time you redesign a page or change your support plugin, retest it for WCAG and ADA compliance.
This keeps your help section inclusive and easy to use for everyone.
Final Thoughts: Help That Truly Helps
Accessible help sections build trust. They show that your organization values every user, not just those who navigate effortlessly.
At BeyondOurVision, I work to help organizations meet WCAG 2.2 and ADA standards through inclusive design, accessibility audits, and awareness training.
Because true accessibility isn’t just about passing tests—it’s about making sure everyone can reach out, ask for help, and be heard.