A Multi-channel Application Framework for Customer Care Service Using Best-First Search Technique

It has become imperative to find a solution to the dissatisfaction in response by mobile service providers when interacting with their customer care centres. Problems faced with Human to Human Interaction (H2H) between customer care centres and their customers include delayed response time, inconsistent solutions to questions or enquires and lack of dedicated access channels for interaction with customer care centres in some cases. This paper presents a framework and development techniques for a multi-channel application providing Human to System (H2S) interaction for customer care centre of a mobile telecommunication provider. The proposed solution is called Interactive Customer Service Agent (ICSA). Based on single-authoring, it will provide three media of interaction with the customer care centre of a mobile telecommunication operator: voice, phone and web browsing. A mathematical search technique called Best-First Search to generate accurate results in a search environmen

Where are your Manners? Sharing Best Community Practices in the Web 2.0

The Web 2.0 fosters the creation of communities by offering users a wide array of social software tools. While the success of these tools is based on their ability to support different interaction patterns among users by imposing as few limitations as possible, the communities they support are not free of rules (just think about the posting rules in a community forum or the editing rules in a thematic wiki). In this paper we propose a framework for the sharing of best community practices in the form of a (potentially rule-based) annotation layer that can be integrated with existing Web 2.0 community tools (with specific focus on wikis). This solution is characterized by minimal intrusiveness and plays nicely within the open spirit of the Web 2.0 by providing users with behavioral hints rather than by enforcing the strict adherence to a set of rules.Comment: ACM symposium on Applied Computing, Honolulu : \'Etats-Unis d'Am\'erique (2009

An Export Architecture for a Multimedia Authoring Environment

In this paper, we propose an export architecture that provides a clear separation of authoring services from publication services. We illustrate this architecture with the LimSee3 authoring tool and several standard publication formats: Timesheets, SMIL, and XHTML

HTML Macros -- Easing the Construction and Maintenance of Web Texts

Authoring and maintaining large collections of Web texts is a cumbersome, error-prone and time-consuming business. Ongoing development of courseware for the High Performance Computing Consortium (HPCC) TLTP has only helped to emphasise these problems. Courseware requires the application of a coherent document layout (templates) for each page, and also the use of standard icons with a consistent functionality, in order to create a constant look and feel throughout the material. This provides the user with an environment where he or she can access new pages, and instantly recognise the format used, making the extraction of the information on the page much quicker, and less immediately confusing. This paper describes a system that was developed at UKC to provide a solution to the above problems via the introduction of HTML macros. These macros can be used to provide a standard document layout with a consistent look and feel, as well as tools to ease user navigation. The software is written in Perl, and achieves macro expansion and replacement using the Common Gateway Interface (CGI) and filtering the HTML source. Using macros in your HTML results in your document source code being shorter, more robust, and more powerful. Webs of documents can be built extremely fast and maintenance is made much simpler. Keywords: Authoring, Automation Tools, Perl filters for HTML, Teaching and learning on the We

Education vs. Entertainment: A Cultural History of Children's Software

Part of the Volume on the Ecology of Games: Connecting Youth, Games, and Learning This chapter draws on ethnographic material to consider the cultural politics and recent history of children's software and reflects on how this past can inform our current efforts to mobilize games for learning. The analysis uses a concept of genre as a way of making linkages across the distributed but interconnected circuit of everyday play, software content, and industry context. Organized through three genres in children's software -- academic, entertainment, and construction -- the body of the chapter describes how these genres play out within a production and advertising context, in the design of particular software titles, and at sites of play in after-school computer centers where the fieldwork was conducted

Survey of Web Developers in Academic Libraries

A survey was sent to library web designers from randomly selected institutions to determine the background, tools, and methods used by those designers. Results, grouped by Carnegie Classification type, indicated that larger schools were not necessarily working with more resources or more advanced levels of technology than other institutions

TumorML: Concept and requirements of an in silico cancer modelling markup language

This paper describes the initial groundwork carried out as part of the European Commission funded Transatlantic Tumor Model Repositories project, to develop a new markup language for computational cancer modelling, TumorML. In this paper we describe the motivations for such a language, arguing that current state-of-the-art biomodelling languages are not suited to the cancer modelling domain. We go on to describe the work that needs to be done to develop TumorML, the conceptual design, and a description of what existing markup languages will be used to compose the language specification

VoodooFlash: authoring across physical and digital form

Design tools that integrate hardware and software components facilitate product design work across aspects of physical form and user interaction, but at the cost of requiring designers to work with other than their accustomed programming tools. In this paper we introduce VoodooFlash, a tool designed to build on the widespread use of Flash while facilitating design work across physical and digital components. VoodooFlash extends the existing practice of authoring interactive applications in terms of arranging components on a virtual stage, and provides a physical stage on which controls can be arranged, linked to software components, and appropriated with other physical design materials

Authoring and Operating Humanoid Behaviors On the Fly using Coactive Design Principles

Humanoid robots have the potential to perform useful tasks in a world built for humans. However, communicating intention and teaming with a humanoid robot is a multi-faceted and complex problem. In this paper, we tackle the problems associated with quickly and interactively authoring new robot behavior that works on real hardware. We bring the powerful concepts of Affordance Templates and Coactive Design methodology to this problem to attempt to solve and explain it. In our approach we use interactive stance and hand pose goals along with other types of actions to author humanoid robot behavior on the fly. We then describe how our operator interface works to author behaviors on the fly and provide interdependence analysis charts for task approach and door opening. We present timings from real robot performances for traversing a push door and doing a pick and place task on our Nadia humanoid robot.Comment: 8 pages, 12 figures, for Humanoids 202