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