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This chapter contains the specific electronic and information technology (EIT) performance requirements related to the following subpart of Section 508:
EIT Technical Standard 1194.41, 11 Information, Documentation, and Support, provisions (a) thru (c).
The phrase "information, documentation, and support" is used to define the support material required to understand and use EIT. It includes interactions that support people with limited vision, mobility, speech, or hearing.
The requirements in this chapter cover the following:
• All information about EIT products and their support services, regardless of technology type. Persons with disabilities need this information to support their effective use of the EIT products covered by Section 508.
• Any documentation provided by the Postal Service or its EIT suppliers to its technology users must be available upon request in appropriate alternate formats. Agencies are required to supply end users with information about accessibility or compatibility features that are built into a product, upon request. This information is vital in knowing how to use certain products such as self-contained, closed products. It is also essential for the installation of assistive technology in IT devices that are open to software which provides functions as speech output, speech recognition, screen enlargement, or keyboard alternatives.
• Help desks and other technology support services serving the Postal Service's employees and customers must be able to accommodate the communications needs of persons with disabilities. For example, an agency help desk may need to communicate through a TTY. The help desk or support service must also be familiar with such features as keyboard-only access and other options important to people with disabilities. Electronic methods of interaction - e.g., Web forms, IVR systems, and online help systems - must also work properly for the employees and customers of the Postal Service.
The requirements in this chapter support Part 1194.41 of Section 508 and cover all classes of technology. The requirements are applicable to a single device, a device that represents the convergence of multiple technical standards (e.g., a fax machine that supports two-way voice communications), or a custom set of products within a complex system.
This chapter applies to anyone who buys or develops information, documentation, and support services or technology for the Postal Service (i.e., Postal Service employees, suppliers, contractors, and business partners).
Each part of this chapter describes the specific requirements that support one or more provisions in the technical standards for information, documentation, and support services. The technical standards of Section 508 were written primarily from a technology perspective. The Postal Service may consolidate some provisions to help Postal Service employees and business partners understand Postal Service compliance requirements from the perspective of designing for accessibility. Each specific requirement includes a rationale, techniques, testing methods, and references as shown below in section 11-2.
11-1, Overview
11-2, Provide support documentation in alternate formats (Provision §1194.41a)
• Rationale
• Techniques
• Testing
• References
11-3, Provide access to a description of accessibility features (Provision §1194.41 b)
11-4, Accommodate various communication needs in support services (Provision §1194.41 c)
Appendix 11-A, Checklist
Every instance of technology needs informational and instructional material. Despite "intuitive" interfaces, effective use of sophisticated technology requires a full spectrum of documentation and support services to help end users understand and effectively use product functions and features. Regardless of the class (or classes) of technology represented by a given EIT product, both the product itself and its documentation can present the following challenges to people with disabilities:
• People who are deaf or who have hearing impairments are typically faced with challenges such as:
• Audible beeps without an equivalent visual signal.
• Instructional videos that do not include captioning.
• Telephone support systems - both human support and IVR systems - that are inaccessible or unsupportive of multiple communication modes.
• People who are blind or who have visual impairments are typically faced with challenges such as:
• Documentation available only in print.
• Documentation available only in proprietary electronic formats.
• Multimedia information that does not include an accessible and appropriate audio channel.
• Graphics and diagrams that do not include text-based alternate descriptions.
• People who have dexterity or mobility impairments are typically faced with challenges such as:
• Navigation of graphical information systems that rely on mouse input.
• Lack of timeout controls and saving of user input upon timeout in IVR and interactive forms.
• Lack of error-recovery features.
Accessibility is accomplished not only by purchasing or developing compliant products that accommodate the widest range of users but also by insuring that the information, documentation, and support services for the products are also compliant. Listed below are some general requirements that will help the Postal Service ensure continued accessibility of both purchased and developed EIT information, documentation and support:
• The Postal Service will procure products and systems with documentation and support that are accessible to the users of the system. These users may be Postal Service employees who access the system or customers who will interact with the system or its developed outputs.
• The Postal Service will develop products and systems that have accessible information, documentation, and support.
When testing products and systems for compliance, it is crucial to be aware of the end-user environment. This includes an understanding of the product's stated accessibility features in the context of Postal Service use.
Manual testing, using the testing methods described in this chapter, is mandatory, because it simulates use by disabled users. Automated testing tools or integrated development environment (IDE) features, useful in testing some technical classes of EIT, are of little value for evaluation of information, documentation, and support. Perhaps one of the best ways to test for accessibility of information, documentation, and support, is to simulate use of product accessibility documentation, alternate formats for product documentation, and support services.
Product support documentation provided to end users must be made available in alternate formats upon request, at no additional charge (§1194.41, Provision a).
The goal of this provision is to enable people with disabilites to access independently, and in a timely manner, the information and support available to non-disabled people. From the Final Rule of Section 508, alternate formats are defined as follows: "Formats usable by people with disabilities may include, but are not limited to, Braille, ASCII text, large print, recorded audio, and electronic formats that comply with this part."
In common usage, the most universal fomat is HTML, as defined in Chapter 6, Web-Based Information and Applications Accessibility Guidelines. This format separates content and format, and - if done properly - constains proper document structure. HTML also provides nonlinear access, which is virtually essential for access to large and complex collections of information.
Many common help systems rely on HTML or have an interface that is accessible and functionally equivalent to a well-structured Web resource.
For self-contained, closed products, both the content and the accessibility functions need to be an integral aspect of the design.
For purchased products, evaluate the supplier's VPAT or similar statement that describes how the product's documentation can be provided in alternate formats.
If there are special needs that are required by the particular Postal Service technology implementation, alternate formats can be specified as an additional deliverable at time of purchase.
For developed products, ensure that all product documentation is provided in alternate formats.
Adhere to the requirements for Web-based information in chapter 6 for documentation provided via the Internet or Web.
a. Inspect the product or evaluate the supplier's VPAT or similar statement that describes whether the product in question's documentation is provided in alternate formats, and that those formats are clearly communicated. Alternate formats may include, but are not limited to, Braille, ASCII text, large print, recorded audio, and electronic formats that comply with applicable requirements depending on their delivery method.
b. For documentation delivered via the Web or Internet, adhere to the requirements for Web-based information stated in Chapter 6, Web-based Information and Applications Accessibility Guidelines.
c. For documentation delivered within a software application (i.e., executable demo), adhere to the requirements for software applications stated in chapter 5.
d. For documentation delivered using video or multimedia, adhere to the requirements for video and multimedia found in Chapter 8, Video and Multimedia Products.
e. Review the documentation using the appropriate testing methods based on delivery method. Use the functional performance criteria found in section 4-2.1 to ensure that the documentation can be accessed by people with limited vision, hearing, speech, or mobility.
f. If an exception was taken for a product whose documentation is not fully accessible, define and clearly communicate the appropriate alternate formats or access methods that will be used to provide equivalent access to people with disabilities who can not readily use the product documentation.
The following reference applies to the specific requirements stated in this section:
• Guide to the Section 508 Standards for Electronic and
Information
Technology, Equivalent Facilitation
http://www.access-board.gov/sec508/guide/scope.htm#Equivalent%20
Facilitation
End users must have access to a description of the accessibility and compatibility features of products in alternate formats or alternate methods upon request, at no additional charge. (§1194.41, Provision b).
For products that have built-in accessibility features or support the installation of assitive technology, information on the use of these features must be have clear documentation of how to use such features effectively. For self-contained, closed products, both the content and the accessibility functions need to be an integral aspect of the design.
For purchased products, evaluate the supplier's VPAT or similar statement that describes the product's built-in accessibility features in an alternate format or alternate access method.
If there are special needs that are required by the particular Postal Service implementation, alternate formats can be specified as an additional deliverable at time of purchase.
For developed products, ensure that all product documentation includes a description of the product's built-in accessibility features in an appropriate alternate format or alternate access method.
Adhere to the requirements for Web-based information in chapter 6 for documentation provided via the Internet or Web.
a. Inspect the product or evaluate the supplier's VPAT or similar statement that describes whether the product in question's documentation includes a description of the product's built-in accessibility features.
b. Review the description of the product's built-in accessibility features and test those features using the documentation and the functional performance criteria found in section 4-2.1 to ensure that the documentation can be accessed by people with limited vision, hearing, speech, or mobility.
c. If an exception was taken for a product whose documentation does not provide built-in accessibility features or a description of those accessibility features, define and clearly communicate the appropriate alternate formats or access methods that will be used to provide equivalent access to people with disabilities who can not readily use the product documentation.
The following reference applies to the specific requirements stated in this section:
• Guide to the Section 508 Standards for Electronic and
Information
Technology, Equivalent Facilitation
http://www.access-board.gov/sec508/guide/scope.htm#Equivalent%20
Facilitation
Support services for products must accommodate the communication needs of end-users with disabilities (§1194.25, Provision c).
Support services can include telephone support (live and IVR), Web support (FAQs, searchable knowledge bases, downloads and updates, interactive forms, chat, subscriptions, online events, training courses, and newsgroups), and dispatched technicians. Each of these presents somewhat different challenges to people with diverse functional limitations (see section 11-1.4). Awareness of needs and provisions for accessible formats is the clear goal.
For purchased products, evaluate the supplier's VPAT or similar statement that describes how the product support services (regardless of type) are accessible to people with disabilities.
If there are special needs that are required by the particular Postal Service implementation, alternate formats or access methods can be specified as an additional deliverable at time of purchase. All published support material must be provided in an appropriate accessible format, and descriptions of how to access the support materials must be readily accessible. Adhere to the requirements for Web-based information in chapter 6 for documentation provided via the Internet or Web. Adhere to the requirements for telecommunications products for telephone-based support services (live and IVR).
For developed products, ensure that all product support services (regardless of type) are accessible to people with disabilities.
All published support material must be provided in an appropriate accessible format, and descriptions of how to access the support materials must be readily accessible. Adhere to the requirements for Web-based information in chapter 6 for documentation provided via the Internet or Web. Adhere to the requirements for telecommunications products for telephone-based support services (live and IVR).
a. Inspect the product or evaluate the supplier's VPAT or similar statement that describes how the product in question's support services support people with disabilities. Make sure that the support services are clearly communicated.
b. For support services delivered via the Web or Internet, adhere to the requirements for Web-based information stated in chapter 6. Web or internet based support services can include, but are not limited to, FAQs, searchable knowledge bases, downloads and updates, interactive forms, chat, subscriptions, online events, training courses, and newsgroups.
c. For support services delivered using telecommunications products or services, including live support or IVR, adhere to the requirements for telecommunications products stated in chapter 7.
d. Regardless of delivery method, use the functional performance criteria found in section 4-2.1 to ensure that the support services can be accessed by people with limited vision, hearing, speech, or mobility.
e. If an exception was taken for a product whose support services are not fully accessible, define and clearly communicate the appropriate alternate formats or access methods that will be used to provide equivalent access to people with disabilities who can not readily use the product support services.
The following reference applies to the specific requirements stated in this section:
• Guide to the Section 508 Standards for Electronic and
Information
Technology, Equivalent Facilitation
http://www.access-board.gov/sec508/guide/scope.htm#Equivalent%20
Facilitation
Appendix 11-A
Information,
Documentation, and Support
Accessibility Questions
Products that are freestanding, nonportable, and intended to be used in one location and which have operable controls must comply with the following requirements:
| Standard | Questions to Ask | Notes | |
|---|---|---|---|
| Subpart D-Information, Documentation, and Support | |||
| (a) | Product support documentation provided to end users must be made available in alternate formats upon request, at no additional charge. | Does the program come with documentation that is accessible to persons with disabilities? | |
| (b) | End users must have access to a description of the accessibility and compatibility features of products in alternate formats or alternate methods upon request, at no additional charge. | Can the vendor provide a description of accessibility features (e.g., the VPAT)? | |
| (c) | Support services for products must accommodate the communication needs of end users with disabilities. | Can the vendor provide a description of its accessibility features of all support features? | blank |