Personalization Help and Support 1.0

W3C Working Draft

This version:
https://www.w3.org/TR/2019/WD-personalization-semantics-help-1.0-20190711/
Latest published version:
https://www.w3.org/TR/personalization-semantics-help-1.0/
Latest editor's draft:
https://w3c.github.io/personalization-semantics/help/
Previous version:
https://www.w3.org/TR/2018/WD-personalization-semantics-help-1.0-20181018/
Editors:
(Benetech)
(W3C)
(W3C)
Richard Schwerdtfeger (Knowbility) (Editor until October 2017)

Abstract

This document lists examples of the personalized help and support properties. This is an extension of Personalization Explainer 1.0. including the properties of literal, numberfree, easylang, alternative, explain, feedback, moreinfo,extrahelp, helptype.

Status of This Document

This section describes the status of this document at the time of its publication. Other documents may supersede this document. A list of current W3C publications and the latest revision of this technical report can be found in the W3C technical reports index at https://www.w3.org/TR/.

This document was published by the Accessible Platform Architectures Working Group as a Working Draft. This document is intended to become a W3C Recommendation.

This is a First Public Working Draft of Personalization Help and Support by the Accessible Platform Architectures Working Group. It was developed by the Personalization Task Force to provide a vocabulary of terms that can be used to enhance help and support function for web.

Personalization Help and Support is a part of Personalization Semantics, which is introduced in the Personalization Semantics Explainer 1.0.

To comment, file an issue in the W3C personalization semantics GitHub repository. If this is not feasible, send email to public-personalization-tf@w3.org (archives). Comments are requested by 15 August 2019. In-progress updates to the document may be viewed in the publicly visible editors' draft.

Publication as a Working Draft does not imply endorsement by the W3C Membership. This is a draft document and may be updated, replaced or obsoleted by other documents at any time. It is inappropriate to cite this document as other than work in progress.

This document was produced by a group operating under the W3C Patent Policy. W3C maintains a public list of any patent disclosures made in connection with the deliverables of the group; that page also includes instructions for disclosing a patent. An individual who has actual knowledge of a patent which the individual believes contains Essential Claim(s) must disclose the information in accordance with section 6 of the W3C Patent Policy.

This document is governed by the 1 March 2019 W3C Process Document.

1. Introduction

This section is non-normative.

This document lists examples of the personalized help and support properties, this is an extension of Personalization Explainer 1.0. including the properties of literal, numberfree, easylang, alternative, explain, feedback, moreinfo, extrahelp, helptype.

Editor's note

Personalization semantics defines a set of properties and values to annotate content. The specific mechanism to apply these properties to content and semantics has not been decided. Several approaches are under consideration and future drafts will show progress. To help understand the proposed properties, this document provides many examples of personalization semantics applied to content, which show attributes beginning with the prefix "data-". This prefix has not been decided on as the definitive approach, but is used as a way to illustrate the examples.

2. Use Cases and Requirements

The Requirements for Personalization Semantics describes use cases and requirements. This module provides properties to fulfill requirements related to providing help and support.

3. Vocabulary

3.1 vocabulary

3.1.1 Description

The following are property terms used to describe alternative or supportive content that may be useful for people with disabilities. The current list focuses on cognitive disabilities, hover we intended to merge the vocabularies for other disabilities in the next version.

Overview of supported values:

  • On text: active, chunks, dictionary, easylang, explain, faqs, glossary, humanhelp, literal, moreinfo, numberfree, simplified, smallsentences, thesaurus, vocab500, vocab1000, vocab2000
  • General: alternative, automated, helpforms, largefont, lessoptions, symbolic, whitespace
  • Images: p0, p1, p2, p3, realistic, symbolic

Note that there is no default value.

3.1.2 Values for alternative content and content accessibility support

Editor's note
This focuses on cognitive accessibility. We may add other collections from https://github.com/w3c/personalization-semantics/wiki/User-needs-collections such as https://www.w3.org/wiki/WebSchemas/Accessibility.
Value Description
easy-lang-chunks Breaks content up into smaller sections with a single topic per section.
easy-lang-all Provides an alternative version or rewrites the default content for easier comprehension. This may include:
  • chunking
  • simple tense (used to describe actions without specifically stating whether the actions are completed or ongoing.)
  • simple voice
  • clear text
  • clear
  • usage of short sentences
  • summary of long documents
less-options Provide fewer choices by combining related choices together.
literal-image provide the literal translation of existing casual language or idioms.
image-supplementary

symbol or illustration that is typically shown with alt=""

extra illustration that will not distract most people such as at the start of a paragraph or option

disability centric illustrations that can disturb other people and may be mid-sentence.

realistic-image provides a realistic version of a stylized or cartoonish (not real) image.The opposite of symbolic.
simplified-lang Provides, a version of the content that is easier to read and understand. Includes easylang and lessOptions
easy-lang-small-sentences provides a version of the content with shorter sentences and simple language.
symbolic provides an alternative, symbolic representation of an image, for example a picture rather than a photograph.The opposite of realistic.
vocab1000 Terms are limited to a core vocabulary of up to 1000 words - unless terms are defined using easy language
vocab2000 Terms are limited to a core vocabulary of upto 2000 words- unless terms are defined using easy language
vocab500 Terms are limited to a core vocabulary of upto 500 words- unless terms are defined using easy language
white-space add additional whitespace between characters, words, and rows.
interoprable-symbols Interoperable symbol sets are supported.
interoprable-controls Interoperable controls and regions are supported.
user-tested Core tasks, including submitting all forms, contacting help and feedback, have been successfully tested with people with memory, language, and numeracy impairments.
understandable-design Follows the design for understandable design such as theme 1 in https://docs.google.com/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit#. Must included: Must include: making each section of a content clear,using hierarchal grouping, consistent back functionality, and consistently visually clear controls.
human-focus Follows the design for helping people keep focus such as theme 3 in https://docs.google.com/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit# Must include that:
  • 1. there are no interruptions or interruptions can be easily turned off via one action or via an operating system setting.
  • 2. Purpose of each screen is clear.
useable-authentication Follows the design for authetification such as theme 4 in https://docs.google.com/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit#. Must included that Logging in does not rely on good memory or other cognitive skills.
useable-menus Follows the design for authentication such as theme 4 in https://docs.google.com/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit#. Must support the ability that voice menus can be avoided in voice interfaces (alternative mechanism), and clear hierarchical menus and search is available in visual interfaces.
support-API Browser extensions and APIs are supported
help-and-support Follows the design for understandable design such as theme 5 in https://docs.googlecom/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit#. Must include that Content and information is provided that helps users understand complex information, long documents, numerical information, relative and cardinal directions (North, South, East, and West), forms and non-standard controls. Where an understanding of mathematics is not a primary requirement for using this content, reinforce numbers with non-numerical values
reminders-and-steps Module 4 is supported
no-data-loss Forms do not timeout or data is not lost if the site times out for at least one week. Or provides information about all the information you might need and the time out.

3.1.3 Values for types of help

Editor's note
This may be added to or harmonized with link destinations in module 1. Or it may be added to the above table.
Value Description
automated-step provides an alternative step by step sequence for completing a task or procedure.
automated-bot provides an automated conversational help. Typically designed to look like human help.
dictionary provides a definition of the term or topic. May redirect to another URI or provide the information in-line, via a popup, or other method.
faqs redirects to a FAQ page with the related topic in view.
glossary provides a URI to a glossary page with the related topic in view.
helpform Used with forms when the user may need more or simplified information about the type of information being requested. Provides access/reference to a modified form with more information about each requested item.
humanhelp Provides the user with access to human help. This may be through a live chat, providing a phone number to call for human assistance, or other mechanism to reach a person for direct assistance.
morehelp Provides a more detailed explanation about the current topic or process.
moreinfo provides additional levels of detail.
simplified propose this should be easylang rather than simplified. Provides, a version of the content that is easier to read and understand.
thesaurus provides a list of synonyms for the current term. May redirect to another uri or provide a list of synonyms in-line, via a popup, or other method.
tooltips offers an option of adding tooltips to provide morehelp with more detailed information about the current topic or process.
topic-search provides a uri for the user to perform a search on the current topic with the suggested search term included.
explain provides a more detailed description of a process or term.
extra-help additional information about the current action or process in one or more formats.
feedback provides and identifies immediate information about any action that occurs.
trigger-warning Provides a label for content that may cause traumatic response.
hide-timer Provides a mechanism to hide the countdown clock in timed situations. For example, a timed exam.
useable-feedback Follows the design for understandable design such as theme 6 in https://docs.googlecom/document/d/1WcfVALVq8PS9CLXUuAfV9Op0wXvI2yJYedj5jO23GTk/edit#. Must include tat Feedback is usable by each core useability group.

3.1.4 Characteristics

Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: landmarks and regions in Divs and sections, alternative (in headers) some cases alt text
Value: token list

4. Example Implementations

The Working Group is currently exploring different methods of implementing help and support in the context of the Personalization effort. The following examples are for illustration only, to assist in visualizing how this may work. The examples illustrate "large" amounts of alternative content, contained inline but hidden from traditional views. This content would be exposed to the end user on demand. For smaller pieces of content, additional information and support can be provided inline within the relative context of the content.

Editor's note

Currently all examples are implemented through attribute/value pairs. This does not imply that attribute/value pairs are the only implementation strategy. The Working Group plans to add additional examples using other mechanisms as previously indicated.

4.1 Implementation in different content sections

4.1.1 Alternative

4.1.1.1 Description

Would be used on an alternative content as an alternative to more detailed or difficult to understand content. alternative can be used on a span, div, link or image that servers as alternative content to it's direct parent element.

Editor's note

This data model may be too complex, so this property could undergo substantial changes.

Supported values:

  • On text: easylang, explain, more, vocab500, vocab1000, vocab2000, active, literal, numberfree, smallsentences, chunks
  • General: lessoptions. Whitespace, largefont
  • Images: symbolic , realistic
  • p0, p1, p1, p2, p3 Where p0 are images with true content, p1 is a symbol or illustration that is typically shown with alt="", P2 are extra illustration that most people will not mind such as at the start of a paragraph or option. p3 are for disability centric illustrations that can disturb other people and may be mid sentence.

Note that there is no default value.

4.1.1.2 Example

The below example section show how alternative used when coding.

Example 1: Alternative Using data-
    <div>
	<span data-alternative="easylang numberfree vocab1000" class="hidden">
 	   most people prefer simple text
  	</span>
        In studies it was found that only 30% of users prefer long convoluted text
  	with obtuse words and lots of numbers,
  	with 56% claiming there preferred the simplified text,
  	with the remainder unsure or stated it depends on the context.
</div>
4.1.1.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: token list

4.1.2 helptype

4.1.2.1 Description

Would be used on additional content to indicate the type of extra help provided. helptype can be used on a span, div, link or image that provides or redirects the user to additional help information.

Overview of supported values:

  • On text: dictionary, faqs, glossary, humanhelp, literal, morehelp, simplified, thesaurus, vocab500, vocab1000, vocab2000
  • General: automated, helpform, largefont, lessoptions, symbolic, tooltips, whitespace
  • Images: p0, p1, p2, p3, realistic, symbolic

Note that there is no default value.

4.1.2.2 Example

The below example section show how helptype used when coding.

Example 2: Helptype Using data-
    <button type="button" data-extrahelp="uri2 uri3" >undo</button>


URI 2 may read: 


    <div id="uri2" data-helptype="morehelp" data-hidden="true">
        pressing the undo button will erase all your work on this page.
        Use this button with care.
        If you press it by mistake, press control and y at the same time
        and your answers will come back.
    </div>

<a href="functiongethelp()" data-helptype="humanhelp" data-hidden="true">
  I want a person to help me</a>

<div id="uri3" data-extrahelp="glossary" data-hidden="true">
4.1.2.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: token

4.2 Inline Implementation

For small inline support and changes, attributes may be used.

4.2.1 literal

4.2.1.1 Description

literal provides alternative text for people who prefer content that does not use non literal text, such as metaphors.

A personalization agent may replace the content with the literal alternative, or it may put the literal alternative in a tooltip.

User agents may also render non-literal text in a different way so that users will be able to identify non literal content. They can then use a mouse over or other technique to receive the alternative.

A user agent must be able to replace the non literal content with the literal alternative without loss of meaning.

Supported value: String text

Note that there is no default value.

4.2.1.2 Example

The below example section show how literal used when coding.

Example 3: Literal Using data-
    	   It is <span data-literal="raining hard">raining cats and dogs</span>
4.2.1.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: string text

4.2.2 numberfree

4.2.2.1 Description

numberfree provides alternative text for people who prefer content that does not use numerical concepts.

A personalization agent may replace the content with the number free alternative, or it may put the number free alternative in a tooltip or sidebar. The content must still be understandable when a user agent replaces the original content with the number free alternative.

Supported value: String

Note that there is no default value.

4.2.2.2 Example

The below example section show how numberfree used when coding.

Example 4: Numberfree Using data-
			<span data-numberfree="almost all">9 out of 10 </span>
Example 5: Numberfree Using data-
			<span data-numberfree="hat and coat weather">The weather is 9 degrees</span>
4.2.2.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: string

4.2.3 easylang

4.2.3.1 Description

easylang provides an alternative text of the content that is easier to read and understand. Note that this only works on small sections of text as the easylang attribute does not support full HTML, such as lists and tables.

A personalization agent (3rd-party tool or browser extension) may replace the content with the simpler alternative, or it may put the alternative in a tooltip or help panel.

User agents may also render hard text in a different way so that users will be able to identify text that has an alternative provided.

The content must still be understandable when a user agent replaces the original content with the simpler alternative.

Supported values: String text

Where easylang should use as simple well-known words as possible, and active voicing, literal text, small simple sentences. Acronyms and abbreviations should be avoided, unless they are the common way to refer to an item.

4.2.3.2 Example

The below example section show how easylang used when coding.

Example 6: Easylang Using data-
			<span data-easylang="some text that is easy to read"> some convoluted obtuse text</span>
4.2.3.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: string text

4.2.4 explain

4.2.4.1 Description

This attribute provides any information that helps the user anticipate the functionality, such as letting the user know what behavior will trigger an event. This is most important if the mechanism is not standard.

User experience: This help can be rendered as a tool tip, help link or read when the control or link is read. Most users will not want this text rendered or spoken, but other users however will need it to understand the behavior of the element.

Note that there is no default value.

These values will change when the email is sent.

4.2.4.2 Example

The example section below shows how explain used when coding.

Example 7: Explain Using data-
			data-explain="press enter to send the email" 
4.2.4.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: string text

4.2.5 feedback

4.2.5.1 Description

This attribute provides immediate feedback that can be shown or spoken when any event is triggered on a control.

User experience: This can be rendered as text at the top of the page and read immediately. Most users will not want this text rendered and spoken. Other users however will need it to know what has just happened.

4.2.5.2 Example

The example section below shows how feedback might be used when coding.

Example 8: Feedback Using data-
			data-feedback="your email on %topic% was sent" 
4.2.5.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: string text

4.2.6 moreinfo

4.2.6.1 Description

moreinfo provides users access to additional information about the current content in one of several formats.

A personalization agent may add additional explanatory text or provide an action for the user to take to obtain more detailed information about the content.

Supported values: URI

Note that there is no default value.

4.2.6.2 Example

The example section below shows how moreinfo would be used when coding.

Example 9: Moreinfo Using data-
			N/A - Example needed.
4.2.6.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: URI

4.2.7 extrahelp

4.2.7.1 Description

extrahelp provides users access to additional information about the current action or process in one or more formats.

A personalization agent may add additional explanatory text or provide an action for the user to take to obtain more detailed information or assistance in completing a task

Supported values: URI

Note that there is no default value.

4.2.7.2 Example

The example section below shows how extrahelp would be used when coding.

Example 10: Extrahelp Using data-
			N/A - Example Needed
4.2.7.3 Characteristics
Characteristic Value
Related Concepts:
Used in Roles: All elements of the base markup
Inherits into Roles: Placeholder
Value: URI

A. Vocabulary Implementations

The vocabulary implementations of this document are available at Personalization Explainer 1.0 Vocabulary Implementations section.

B. Change Log

This section is non-normative.

The full commit history to personalization semantics content is available.

B.1 Significant editorial changes since the First Public Working Draft

C. Acknowledgments

This section is non-normative.

The following people contributed to the development of this document.

C.1 Participants active in the Personalization TF at the time of publication

C.2 Other Personalization TF contributors, commenters, and previously active participants

C.3 Enabling funders

This publication has been funded in part with U.S. Federal funds from the Health and Human Services, National Institute on Disability, Independent Living, and Rehabilitation Research (NIDILRR) under contract number HHSP23301500054C. The content of this publication does not necessarily reflect the views or policies of the U.S. Department of Health and Human Services, nor does mention of trade names, commercial products, or organizations imply endorsement by the U.S. Government.

D. References

D.1 Informative references

[DOM4]
DOM Standard. Anne van Kesteren. WHATWG. Living Standard. URL: https://dom.spec.whatwg.org/
[SVG2]
Scalable Vector Graphics (SVG) 2. Nikos Andronikos; Rossen Atanassov; Tavmjong Bah; Amelia Bellamy-Royds; Brian Birtles; Cyril Concolato; Erik Dahlström; Chris Lilley; Cameron McCormack; Doug Schepers; Dirk Schulze; Richard Schwerdtfeger; Satoru Takagi; Jonathan Watt et al. W3C. W3C Working Draft. URL: http://www.w3.org/TR/2015/WD-SVG2-20150915/