How do you handle WCAG errors and feedback from external sources, such as users, clients, or regulators?

1 Understand the source

The first step to handle WCAG errors and feedback is to understand where they are coming from and what they are based on. Different sources may have different motivations, perspectives, and criteria for evaluating your web content accessibility. For example, users may report errors or feedback based on their personal experience and preferences, clients may have specific contractual or legal obligations to meet, and regulators may enforce official standards or guidelines that apply to your industry or region. Therefore, you need to identify the source of the error or feedback, the context and scope of their issue or suggestion, and the evidence or reference they use to support their claim or request.

3 Respond to the error or feedback

The third step is to respond to the error or feedback and communicate your findings, actions, and outcomes. Depending on the source and the nature of the error or feedback, you may need to use different channels, formats, and tones to convey your response. For example, you may need to use formal and professional language and documentation for clients or regulators, and informal and friendly language and media for users. You may also need to provide different levels of detail and explanation for different audiences and purposes. For example, you may need to provide a summary of your compliance status and actions for clients or regulators, and a detailed description of your accessibility features and benefits for users. In any case, you should always acknowledge the error or feedback, explain your validation process and results, describe your actions and outcomes, and invite further feedback or questions.

4 Fix the error or improve the feedback

The fourth step is to fix the error or improve the feedback and implement the necessary changes or enhancements to your web content accessibility. Depending on the severity, urgency, and complexity of the error or feedback, you may need to prioritize, plan, and execute different tasks and strategies to address them. For example, you may need to fix critical or high-priority errors as soon as possible, while you may schedule or defer low-priority or optional feedback for later. You may also need to collaborate with other stakeholders, such as developers, designers, testers, or content creators, to ensure the quality and consistency of your web content accessibility. Moreover, you may need to use different tools and techniques to fix the error or improve the feedback, such as code editors, validators, testers, or assistive technologies.

5 Monitor the error or feedback

The fifth step is to monitor the error or feedback and evaluate the impact and effectiveness of your actions and outcomes. You should not assume that fixing the error or improving the feedback will automatically resolve the issue or satisfy the source. You should instead measure and track the performance and perception of your web content accessibility after implementing the changes or enhancements. For example, you should use analytics, surveys, or feedback forms to collect and analyze data on your web content accessibility, such as user behavior, satisfaction, engagement, or conversion. You should also use audits, reports, or reviews to verify and document your web content accessibility compliance, such as conformance level, success criteria, or techniques.

6 Learn from the error or feedback

The sixth and final step is to learn from the error or feedback and improve your web content accessibility knowledge and skills. You should not view the error or feedback as a problem or a burden, but as an opportunity and a resource to enhance your web content accessibility. You should use the error or feedback as a catalyst and a guide to identify your strengths and weaknesses, gaps and opportunities, and best practices and trends in web content accessibility. You should also use the error or feedback as a source and a motivation to update and expand your web content accessibility resources and tools, such as WCAG versions, guidelines, techniques, methods, or examples.