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Joseph Goldberg


Publications by Joseph Goldberg (bibliography)

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Wu, Min, Bhowmick, Arin and Goldberg, Joseph (2012): Adding structured data in unstructured web chat conversation. In: Proceedings of the 2012 ACM Symposium on User Interface Software and Technology 2012. pp. 75-82. http://dx.doi.org/10.1145/2380116.2380128

Web chat is becoming the primary customer contact channel in customer relationship management (CRM), and Question/Answer/Lookup (QAL) is the dominant communication pattern in CRM agent-to-customer chat. Text-based web chat for QAL has two main usability problems. Chat transcripts between agents and customers are not tightly integrated into agent-side applications, requiring customer service agents to re-enter customer typed data. Also, sensitive information posted in chat sessions in plain text raises security concerns. The addition of web form widgets to web chat not only solves both of these problems but also adds new usability benefits to QAL. Forms can be defined beforehand or, more flexibly, dynamically composed. Two preliminary user studies were conducted. An agent-side study showed that adding inline forms to web chat decreased overall QAL completion time by 47 percent and increased QAL accuracy by removing all potential human errors. A customer-side study showed that web chat with inline forms is intuitive to customers.

© All rights reserved Wu et al. and/or ACM Press

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Partridge, Kurt, Dahlquist, Bradley, Veiseh, Alireza, Cain, Annie, Foreman, Ann, Goldberg, Joseph and Borriello, Gaetano (2001): Empirical measurements of intrabody communication performance under varied physical configurations. In: Marks, Joe and Mynatt, Elizabeth D. (eds.) Proceedings of the 14th annual ACM symposium on User interface software and technology November 11 - 14, 2001, Orlando, Florida. pp. 183-190. http://doi.acm.org/10.1145/502348.502381

Intrabody communication (IBC) is a wireless communications technology that uses a person's body as the transmission medium for imperceptible electrical signals. Because communication is limited to the vicinity of a person's body, ambiguities arising from communication between personal devices and environmental devices when multiple people are present can, in theory, be solved simply. Intrabody communication also potentially allows data to be transferred when a person touches an IBC-enabled device. We have designed and constructed an intrabody communication system, modeled after Zimmerman's original design, and extended it to operate up to 38.4Kbps and to calculate signal strength. In this paper, we present quantitative measurements of data error rates and signal strength while varying hand distance to transceiver plate, electrode location on the body, touch plate size and shape, and several other factors. We find that plate size and shape have only minor effects, but that the distance to plate and the coupling mechanism significantly effect signal strength. We also find that portable devices, with poor ground coupling, suffer more significant signal attenuation. Our goal is to promote design guidelines for this technology and identify the best contexts for its effective deployment.

© All rights reserved Partridge et al. and/or ACM Press

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Ray, William J., Hess, Stephen and Goldberg, Joseph (1997): Mapping Physiology to Cognition in Adaptive Interface Design. In: Smith, Michael J., Salvendy, Gavriel and Koubek, Richard J. (eds.) HCI International 1997 - Proceedings of the Seventh International Conference on Human-Computer Interaction - Volume 2 August 24-29, 1997, San Francisco, California, USA. pp. 491-494.

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