- Requirement details
- Context
- How to add alt text
- Writing appropriate alt text
- Internal support article content for further reading
Requirement details
As part of our ongoing efforts to support customers with accessibility needs, all emails sent externally which include an image must also incorporate Alt Text. This includes emails to customers from Freshdesk and emails sent externally from Outlook.
- In Freshdesk, this is done by clicking the image and choosing the ‘i’ “Alternative Text” icon (see screenshot below).
- In Outlook, this is done either by right-clicking the image and selecting ‘Add alternate text’ or left-clicking the image to bring up the ‘Picture format’ window at the top of the email client (see screenshots below. Please note that different Outlook versions may look slightly different, but will have comparable user journeys).
Context
Images and screenshots require alt text for accessibility reasons. We are likely to be unaware of when someone that we are emailing is using assistive technology such as a screenreader. This tool reads out webpage information like alt text as text-to-speech for users who are unable to read it themselves, such as people who are blind.
Even outside of accessibility requirements, many users without an accessibility need may be using email settings that do not allow images to load when initially opening an email. Alt text is crucial in these cases so that the user knows what sort of information they will gain from an image. They can then choose whether to allow the image to load or not.
We have performed work to add alt text to all Freshdesk canned responses with images. Agents can check whether a canned response already has an appropriate image with alt text, to avoid generating a new one. Please also consider whether an image is necessary before sending it.
How to add alt text
Adding alt text in Freshdesk
Clicking on the image brings up an icon menu where the ’i’ icon is for ”Alternative Text”.
Adding alt text in Outlook (new design)
Right-clicking the image brings up an “Add alternate text” option”.
Or, left-clicking the image brings up a “Picture format” menu that contains an alt text button.
Adding alt text in Outlook (older design)
When right-clicking an image, the "View Alt Text..." option will bring you to where you can write alt text for the image.
Writing appropriate alt text
We have found Microsoft Copilot to write generally appropriate alt text if you provide it with a screenshot and ask it to generate alt text for the image, but please check any output it gives you before using it.
It is better to get into the habit of writing alt text yourself. It does not have to be long, especially if you have described the context behind the screenshot clearly in your email to the customer. Below are two examples using the Springer Nature Link and Nature platforms.
Springer Nature Link example
Email text: "Our 'Advanced search' feature can be found on the homepage of Springer Nature Link underneath the Search bar."
Screenshot and alt text example:
Alt text: "Screenshot of the Springer Nature Link homepage, with the "Advanced search" link under the search bar highlighted by a yellow box and arrow for emphasis."
Nature example
Email text: "To navigate to browse our full list of Nature journals, please land on the homepage for Nature, and click the "View all journals" button in the top-right of the page."
Screenshot and alt text example:
Alt text: "Screenshot of the Nature homepage, with a red box and arrow pointing towards the "View all journals" link in the menu options in the top-right of the page added for emphasis."