Recommendation 4.2.4:
Keep chatbot messages as short as possible
Benefits Users
Visual | Cognitive | Physical
Relevant W3C Guidance
Phase 1: Gather & Organize
Read More
- PlainLanguage.gov has a guide to short, concise sentences.
Phase 2: Design & Implement
Examples
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Allow the screen reader to skip longer messages
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Consider allowing the user to adjust the level of detail by offering a “tell me more” button or linking to a detailed article.
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If the chatbot needs to communicate a lot of information (e.g., legally required disclaimer), divide long messages into paragraphs or multiple messages
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Reduce amount of text and use symbols and colors to enhance meaning, provided these changes work with assistive devices
Antipattern
- Sentences should not exceed two lines of text. Consider simplifying long sentences or breaking them into multiple sentences.
Phase 3: Test & Evaluate
Ask the User
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Were any messages too long?
- This question is subjective; use a Likert scale. This question can be asked mid-study or post-study.