Accessibility Help Desk Resources Flowchart

This document provides a flow chart showing how Web Accessibility cases are handled by the Help Desk.

Help Desk web accessibility inquiry flowchart         Customer question - When a question comes to the Help Desk about Web Accessibility or the Campus Policy Governing World Wide Web Accessibility, the agent clarifies the question specifics.
FAQs/Policy/Web Resources - Agents can use the FAQs as a reference. Agents may also refer customers to the FAQs or to the Accessible Web Policy Web page These Web pages will have links to policy, classes, services and events that address Web accessibility questions.
If the FAQs and web resources do not provide answers to customer questions, the agent escalates the case to Help Desk's Advanced Desktop Support (ADS).
ADS - ADS reviews the case and determines if the case can be resolved with its own resources. If not the case is further escalated to the Web Doctor via 1-Accessibility-General queue.
Web Doctor - The Web Doctor reviews the case and determines if a web doctor appointment is needed, or another group or individual within DoIT can answer the question or provide resources.

Keywords:Web Accessibility Help Desk Inquiry resources flowchart flow chart   Doc ID:1656
Owner:Sandi A.Group:Campus IT Accessibility & Usability
Created:2002-08-11 18:00 CSTUpdated:2020-07-16 08:32 CST
Sites:Campus IT Accessibility & Usability, DoIT Help Desk
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