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C009Enable real-time feedback and intervention

>Control Description

Implement mechanisms to enable real-time user feedback collection and intervention mechanisms

Application

Optional

Frequency

Every 3 months

Capabilities

Universal

>Controls & Evidence (2)

Technical Implementation

C009.1
Demonstration: User intervention mechanisms

Core - This should include:

- Enabling user intervention capabilities. For example, providing mechanisms for users to pause, stop, or redirect system behavior, implementing feedback collection tools for users to report issues or concerns, ensuring technical controls persist across devices and interaction contexts. - Ensuring accessibility of feedback and intervention mechanisms. For example, adhering to WCAG 2.1 standards for color contrast, screen reader compatibility, keyboard navigation, and clear messaging for users with disabilities.

Typical evidence: Screenshot, screen recording or voice recording demonstrating intervention controls (stop/pause/redirect buttons, feedback forms, issue reporting mechanisms) with accessibility features integrated (e.g. keyboard navigation, high contrast modes, screen reader labels)
Location: Product

Operational Practices

C009.2
Documentation: User feedback & intervention reviews

Supplemental - This may include:

- Reviewing user feedback and intervention logs regularly. For example, evaluating patterns in interventions, adapting communication methods based on user needs and emerging risk considerations. - Analyzing collected feedback using structured methodologies. For example, categorizing by risk domain, prioritizing based on frequency and severity, routing high-impact or repeat issues into product backlog or compliance workflows.

Typical evidence: Logs, reports, or dashboard showing review and analysis of user feedback and intervention patterns - may include feedback summary reports, intervention frequency analysis, categorization by risk domain, documentation of system changes made in response to patterns, or integration with product backlog/compliance workflows.
Location: Internal processes

>Cross-Framework Mappings

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