By Bernard Maldonado
A Captcha was submitted to Solona yesterday by a user who was attempting to use the Shopping Cart on the Dell Outlet Website.
At first, I thought “no way, impossible!” “Impossible that there’s a Captcha on Dell’s website!” But a moment later, I calmed down and decided to check it out for myself.
The Captcha is presented at the time someone attempts to ‘add an item’ to their shopping cart.
Dell provides a long explanation for the Captcha. Here is the text, which is taken directly from their screen entitled “Add to Cart Validation” :
“Why do I need to type characters from a picture before I add a product to the cart?
Typing the characters from a picture helps ensure that an individual, and not an automated program, is adding a product to their cart.
This is important because hackers use harmful programs to try to reserve large amounts of inventory, which then means inventory is unavailable to our customers. To protect the integrity of your purchase, we ask you to take this step. In most cases, an automated registration program can’t recognize the characters in the picture.”
Once you read this screen, you will see that there is an image and an edit box in which the letters and numbers must be typed. If the Captcha code is mis-typed, it is refreshed once again to be solved. There is no audio alternative, nor is there any information on how to Contact Dell if you need assistance at this point.
Dell has no right to use an inaccessible Captcha that prevents a group of customers from using web resources. If there is a bot-related problem, then Dell must address that properly and not implement a component that creates a barrier for a group of people. Period. There is plenty of technology to address that issue.
It doesn’t matter that Solona or WebVisum can solve this Captcha. That is not the point at all. This is a matter of independence, accessibility, and responsible web design. Dell has an obligation, as a public company, to provide equal access and proper design so that everyone can use their web-related resources.
Now that the case has been made about the Captcha on the Dell Outlet Website, let us take a step back and look at this issue from a different perspective. There is more going on here than just a Captcha. A deeper investigation reveals that Dell basically avoids Accessibility information. Allow me to explain.
I subscribe to the theory that everything, whether it is good, bad, or indifferent, starts at the top and rolls down hill. With that in mind, and applying this to Accessibility, one should be able to visit a corporate website and easily find information that provides the corporate accessibility guidelines and initiatives. If a company embraces Accessibility, it should be available for the public to see and reflect upon.
I decided to research several large computer firms with Accessibility in mind.
The first firm I investigated was IBM. Accessibility within IBM. It is very easy to find a link to Accessibility directly from the main page of the IBM website. This is a good example of rolling down hill. The topic is out in the forefront for everyone to find and review. The information is clearly presented and many details are provided. Two thumbs up for IBM and their Accessibility campaign and presentation.
Next, I decided to visit HP and read about Accessibility at HP. Just as the case with IBM, HP has a direct link on the main page of the HP Website for Accessibility. The page is very informative and provides insight to how HP is promoting Accessibility at every level within the organization. Without knowing anything about HP and Accessibility, a visitor can easily be informed by reading the Accessibility page. Again, two thumbs up for HP and their proactive approach to this important topic.
Next, I checked out Fujitsu. The main web page has a direct link to the Fujitsu Accessibility information page that illustrates how the company works to provide accessibility to customers and end users. I encourage you to read their Accessibility page. Fujitsu makes very good points about testing and proactive design so that all users can enjoy their content. The page isn’t long, but it is strong. Please take a moment and read the Fujitsu Accessibility Page. As small as their PC/laptop market share may be in North America, their Web Page is very impressive and it is backed up with high quality management, people, products, and practices.
The last firm I researched was Dell. When you open the main website at Dell.com, you will see no such link or reference to Accessibility. There are many links to different portions of the website, but none related to Accessibility.
There is a link called Corporate Responsibility. Upon opening that link, you will see that Dell addresses issues like: Cultural Diversity, Environmental Responsibility, Corporate Accountability, and Social Giving.
Dell does not mention Accessibility here ANYWHERE!
Don’t get me wrong, all those topics are important. However, I do not understand how such a large and almost ubiquitous company can all but avoid the topic of Accessibility on their website. Dell has enough resources to address all of those topics including Accessibility.
Dell is not a startup company. Dell is a twenty years old company with endless resources and management centers. How could a company of this stature avoid this topic compared to their competition?
IBM, HP, and Fujitsu have clearly stated and easy-to-find pages that are dedicated to Accessibility. Dell fails miserably in this category. The Captcha on their Outlet Store only reinforces their inability to understand the needs of such a large market segment of dedicated customers.
That is what I mean when I say that the Captcha is just one component of the overall problem at Dell.
Someone at Dell thinks that the Captcha is a good thing since it fends off bot-related attacks. The fact is that it is a complete departure from responsible web design and Corporate Responsibility.
Several other firms make a point to promote Accessibility and explain how they reinforce the principles that provide equal access to resources. IBM, HP, and Fujitsu are just three examples of such firms who should be commended for their actions.
Dell: take a hint from them. Devote resources to Accessibility, publish specific information related to this topic, listen to your customers, follow guidelines, and most of all..LOSE THAT CAPTCHA!
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