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ReferencesNavigation arrowAuthorsNavigation arrowE. A. Youngs
May 23

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E. A. Youngs

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Publications by E. A. Youngs (bibliography)

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1992
 
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Herring, R. D., List, J. A. and Youngs, E. A. (1992): Screen-Assisted Telephony and Voice Service Usability. In: Proceedings of the Human Factors Society 36th Annual Meeting 1992. p. 221.

“Many voice phone services are complicated to use, and several human factors obstacles may explain their lower than expected penetration and usage rates among subscribers. Usability difficulties with conventional telephones include: deciding which services are appropriate, knowing which services are available for a particular call, remembering complicated commands, and executing commands via conventional phones (e.g., network-based speed dialing). Bellcore sought to determine whether network services could be more efficient or acceptable to users if engineered to interface with more intelligent Customer Premises Equipment (CPE). For these reasons, it compared service usability of conventional CPE with an experimental screen-assisted telephone designed to help overcome these human factors obstacles. The experimental telephone provided a "context-sensitive" visual display showing available services, context-sensitive "soft keys" that accessed these services with a single key press, and a visual display of telephone numbers on list services. Usability tests showed that the experimental screen-assisted telephone provided significant gains for two services with respect to conventional CPE. The gain for Three-Way Calling (90% vs. 40% success) appeared due to automating the switch hook flashes that the service requires. The gain for Speed Calling (69% vs. 25% success) appeared due to eliminating the need to assign and remember dialing codes, and to providing feedback when an entry was incorrect. The experimental telephone also provided an average gain over all services tested (75% vs. 61% success), but this did not reach statistical significance. The results are an encouraging early attempt at creating richer visual displays for more usable network services.”

© All rights reserved Herring et al. and/or Human Factors Society

 
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May 23

“ Knowledge is commonly socially constructed, through collaborative efforts towards shared objectives or by dialogues and challenges brought about by different persons' perspectives. ”

-- G. Salomon (in "Distributed Cognitions: Psychological and Educational Considerations")

 
 

Featured chapter

Read the fascinating history of Wearable Computing, told by its father, Steve Mann

Read Steve's chapter !

 
 

Help us help you!

 
 
 
 
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