Usability engineering of interactive voice responsive (IVR) systems in oral users of Southern Africa

Includes bibliographical references (p. 96-109).This research study focuses on the feasibility of using the telephone as a tool for information access in the oral communities of Southern Africa. The OpenPhone and BGR systems are used as case studies and their designs have been influenced by field studies with the targeted users. The OpenPhone project aims to design an Interactive Voice Response (IVR) health information system that enables people who are caregivers for HIV/AIDS infected children to access relevant care-giving information by using a telephone in their native language of Setswana in Botswana, Southern Africa. The BGR system allows soccer fans to access results of recently played matches in Premier Soccer League (PSL) of South Africa

Comparing speech recognition and touch tone as input modalities for Technologically unsophisticated users

Using an automated service to access information via the telephone has become an important productivity enhancer in the developed world. However, such automated services are generally quite inaccessible to users who have had little technological exposure. There has been a widespread belief that speech-recognition technology can be used to bridge this gap, but little objective evidence for this belief has been produced. To address this situation, two interfaces, touchtone and speech-based, were designed and implemented as input modalities to a system that provides technologically unsophisticated users with access to an informational/transactional service. These interfaces were optimised and compared using transaction completion rates, time taken to complete tasks, error rates and user satisfaction. The speech-based interface was found to outperform the touchtone interface in terms of completion rate, error rate and user satisfaction. The data obtained on time taken to complete tasks could not be compared as the DTMF interface data were highly influenced by people who are not technologically unsophisticated. These results serve as a confirmation that speech-based interfaces are more effective and more satisfying and can therefore enhance information dissemination to people who are not well exposed to the technology.Dissertation (MSc)--University of Pretoria, 2006.Computer Scienceunrestricte

Chatter--a conversational telephone agent

Thesis (M.S.)--Massachusetts Institute of Technology, Program in Media Arts & Sciences, 1993.Includes bibliographical references (leaves 126-130).by Eric Thich Vi Ly.M.S

The Kiosk Culture: Reconciling The Performance Support Paradox In The Postmodern Age Of Machines

Do you remember the first time you used an Automatic Teller Machine (ATM)? Or a pay-at-the-pump gas station? Or an airline e-ticket kiosk? How did you know what to do? Although you never received any formal instruction in how to interact with the self-service technology, you were likely able to accomplish your task (e.g., withdrawing or depositing money) as successfully as an experienced user. However, not so long ago, to accomplish that same task, you needed the direct mediation of a service professional who had been trained how to use the required complex technology. What has changed? In short, the technology is now able to compensate for the average consumer\u27s lack of experience with the transactional system. The technology itself bridges the performance gap, allowing a novice to accomplish the same task as an experienced professional. This shift to a self-service paradigm is completely changing the dynamics of the consumer relationship with the capitalist enterprise, resulting in what is rapidly becoming the default consumer interface of the postmodern era. The recognition that the entire performance support apparatus now revolves around the end user/consumer rather than the employee represents a tectonic shift in the workforce training industry. What emerges is a homogenized consumer culture enabled by self-service technologies--a kiosk culture. No longer is the ability to interact with complex technology confined to a privileged workforce minority who has access to expensive and time-consuming training. The growth of the kiosk culture is being driven equally by business financial pressures, consumer demand for more efficient transactions, and the improved sophistication of compensatory technology that allows a novice to perform a task with the same competence as an expert. The Kiosk Culture examines all aspects of self-service technology and its ascendancy. Beyond the milieu of business, the kiosk culture is also infiltrating all corners of society, including medicine, athletics, and the arts, forcing us to re-examine our definitions of knowledge, skills, performance, and even humanity. The current ubiquity of self-service technology has already impacted our society and will continue to do so as we ride the rising tide of the kiosk culture