Recommendation 4.3.16:
Use a conversation pace that lets the user complete the task efficiently but doesn't rush them
Benefits Users
Visual | Cognitive
Relevant W3C Guidance
Phase 1: Gather & Organize
Additional Information
- People with vision impairment who use text-to-speech devices may be able to understand speech much faster than people who do not rely on such technology. Conversely, people with cognitive or learning disabilities may not be able to read text or listen to speech as quickly as people without those disabilities.
Phase 2: Design & Implement
Design Question
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Will you break a long chatbot message into several shorter messages?
- Sometimes it is necessary to deliver a long message, but a “wall of text” can be overwhelming and awkward for the user to navigate. An alternative is to deliver several shorter messages in a row, which raises questions about how these messages should be paced. Digital content should not change unexpectly. Ideally, the user can anticipate and control when new content appears.
Tip
- When multiple messages are necessary, allow a reasonable reading pause but indicate that there is more text coming with a typing indicator.
Examples
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Wait for a response from the user
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Re-prompt only after a long timeout, perhaps by re-phrasing the question.
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After a long message, give the user the option to get more information or continue with the task.
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Offer a “Read More” button or a “Continue” button
Phase 3: Test & Evaluate
Ask the User
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How did you feel about the pace of the conversation?
- This question is subjective; use a Likert scale. This question should be asked post-study.