Remote Support Accessibility Context Embedding
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Solution Overview
Problem
Conventional remote technical support methods using visual snapshots of a user's desktop are ineffective for visually impaired support providers and may conflict with accessibility regulations, as they do not include accessibility context information.
Innovation Solution
A computer program product that captures and communicates accessibility context information alongside a screenshot of a remote computer display, allowing the display of accessibility parameters associated with application windows, enabling enhanced communication of serviceability information even in offline scenarios.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a visual snapshot (screenshot) is used to convey desktop content information, then the support provider can reference the exact information depicted on the user's screen, but the accessibility context information associated with application windows is not included
Solution Approach 1:
The patent embeds accessibility context information within the screenshot image itself by incorporating it into the image file structure. This nesting approach allows the accessibility information to be contained within the existing screenshot format without requiring separate external files or complex data structures, thus resolving the contradiction between information completeness and structural complexity
Solution Approach 2:
The patent introduces accessibility context information as an intermediary layer that bridges the visual screenshot and the underlying application window properties. This intermediary contains structured data about accessibility parameters (such as role, name, value, and state) that mediates between the visual representation and the functional accessibility characteristics, enabling visually impaired support providers to access this information through screen readers while maintaining the simplicity of the screenshot approach
2Adaptability or versatility
If conventional technical support services use images to identify desktop content in an off-line manner, then remote support can be provided without live connection, but it conflicts with statutory or regulatory requirements to accommodate people with physical disabilities or impairments
Solution Approach 1:
The patent incorporates accessibility context information into the screenshot during the image capture process itself, before the support provider receives or views the image. This preliminary inclusion of accessibility data ensures that when the screenshot is later viewed by a visually impaired support provider using a screen reader, the accessibility information is already embedded and ready for immediate access, eliminating the need for additional actions or modifications and thus maintaining ease of operation while achieving accessibility compliance
Solution Approach 2:
The patent creates a enriched copy of the screenshot that includes both the visual content and the accessibility context information. This copied image file contains duplicate or supplementary data structures that mirror the visual elements while adding accessibility metadata, allowing the same image to serve both visually impaired and non-visually impaired support providers without requiring different delivery methods, thereby maintaining operational simplicity while achieving regulatory compliance
Data Source
AI summary
A computer program product including a computer useable storage medium to store a computer readable program for communicating serviceability information according to accessibility information. The computer readable program, when executed on a computer, causes the computer to perform operations including displaying an image on a computer display. The image includes a screen shot of display content from a remote computer display. The operations further include identifying a selection indicator relative to the image of the display content from the remote computer display. The operations further include communicating accessibility context information to a user based on the location of the selection indicator relative to the image of the display content from the remote computer display. The accessibility context information includes an accessibility parameter associated with an application window depicted within the image of the display content from the remote computer display.