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Cardiac-eu.org

Checklist for Help Facilities

No significant benefits No significant benefits
Minor benefits Minor benefits
Major benefits Major benefits
User Groups
Visual
Hearing
Physical
Cognitive
Ageing
           
Error messages and alerts          
Signals from the basic system, such as alarms, warnings, status lamps and error messages are available in alternative forms
No significant benefits visual
Major benefits hearing
No significant benefits physical
No significant benefits cognitive
Minor benefits ageing
The volume, pitch and frequency of signals from the basic system, such as alarms, warnings, status lamps and error messages are adjustable
Minor benefits visual
Major benefits hearing
No significant benefits physical
No significant benefits cognitive
Minor benefits ageing
The volume can be reset to a default level
No significant benefits visual
Major benefits hearing
No significant benefits physical
No significant benefits cognitive
Minor benefits ageing
Warnings and similar alert messages must remain stable for a sufficiently long time to be discovered by the user
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Provide the user with specific information relative to the task context rather than a generic message
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Provide information on how to recover from errors
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Keep spoken messages short and simple
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Do not use abbreviations in audio messages
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
The error message / dialogue box appears in a prominent position on the screen
Minor benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
           
Help functions          
Guidance should be readily distinguishable from other displayed information
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
A recognised icon such as a question mark or the letter "i" should be used
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Ideally, multi-modal help should be provided
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Allow skilled users the option of switching off help prompts if they are not required
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Allow users to interrupt the help at any time and return to the task
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Make sure that an intelligent help facility is not an adequate solution to a poor user interface
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
           
Written instructions          
There is a table of contents and an index
Major benefits visual
No significant benefits hearing
No significant benefits physical
Major benefits cognitive
Minor benefits ageing
The instructions are task orientated
Minor benefits visual
No significant benefits hearing
No significant benefits physical
Major benefits cognitive
Minor benefits ageing
Information is available in alternative formats
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Documentation is provided in alternate modes of delivery (e.g. fax, Internet, email)
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
The typeface is clear and easy to read, such as Tiresias LP font or Arial
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Kerning between characters is sufficient so as to ensure legibility
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
A minimum type size of 12 point is used
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
A medium type weight is used
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Constant use of capital letters or italics is avoided
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Test is aligned to the left margin
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
There is a clear contrast between text and images and the background colour
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Printing text over photographs or images is avoided
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Yellow with blue and green with red combinations are avoided
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Information is conveyed in test as well as images
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Captions for images are used in a consistent way
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
If text is wrapped around an image, the image is on the right hand side of the page
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
Illustrations are line drawings with thick, dark strokes or outlines
Major benefits visual
No significant benefits hearing
No significant benefits physical
Minor benefits cognitive
Minor benefits ageing
           
Call centres and helplines          
Messages are short, and include some prominent key words
Major benefits visual
Major benefits hearing
No significant benefits physical
Major benefits cognitive
Major benefits ageing
Use consistent terminology
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
The most important or the most commonly selected items in a menu should be presented first in a list
Major benefits visual
Minor benefits hearing
Major benefits physical
Minor benefits cognitive
Minor benefits ageing
Menu options are be based on why customers call, not organisational structure
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
Menus should not exceed four choices
Major benefits visual
No significant benefits hearing
No significant benefits physical
Major benefits cognitive
Minor benefits ageing
Customers are given two or three chances to select an option
Major benefits visual
No significant benefits hearing
Major benefits physical
Minor benefits cognitive
Minor benefits ageing
The system transfers a caller to an operator if no option is chosen
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing
There is a repeat facility
Major benefits visual
Major benefits hearing
Major benefits physical
Major benefits cognitive
Major benefits ageing

Checklist for Alternative Formats
Checklist for Hardware
Checklist for Interactive Voice Response