Usability engineering of an interactive voice response system in a diverse-cultured and multilingual setting

Innovative Techniques in Instruction Technology, E-Learning, E-Assessment, and Education

Volumn , Issue , 2008, Pages 554-559

  Ndwe, T J ^a   Dlodlo, M E ^b   Mashao, D J ^b  

^a CSIR MERAKA INSTITUTE   (South Africa)

^b UNIVERSITY OF CAPE TOWN   (South Africa)

Author keywords

[No Author keywords available]

Indexed keywords

E-LEARNING; USABILITY ENGINEERING; USER INTERFACES;

END-PRODUCTS; INTERACTIVE VOICE RESPONSE; INTERACTIVE VOICE RESPONSE SYSTEMS; LOW LITERACIES; OFFICIAL LANGUAGES; SOUTH AFRICA; USER-CENTRED;

ENGINEERING EDUCATION;

EID: 84855789467     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1007/978-1-4020-8739-4_98     Document Type: Conference Paper

References (25)

1. Akst, D., and Jensen, M., (2001). Africa Goes Online: Digital Divide Network. [Online]. Available: http://www.digitaldividenetwork.org [2003, June].
2. ANSI, (2001). Common Industry Format for Usability Test Reports (ANSI-NCITS 354-2001). American National Standards Institute, Washington, DC, USA.
3. Baecker, R., Grudin, J., Buxton, W., and Greenberg, S., (1999) Extract: Chapter 2: Design and evaluation. In Readings in Human Computer Interaction: Towards the Year 2000. Morgan-Kaufman, pp. 73-91.
4. Castells, M., (1997). The Power of Identity. Blackwell Publishers, MA, USA.
5. Cooper, M., (July 1994). Human Factors in Telecommunications Engineering. British Telecommunications Engineering Journal, 13(2), pp. 98-102.
6. Faulkner, L., (2003), Beyond the Five-user Assumption: Benefits of Increased Sample Sizes in Usability Testing. Behaviour Research Methods, Instruments and Computers, 35(3), 379-383.
7. Holtgraves, T., (2002), Language as a Social Action: Social Psychology and Language. Lawrence Erlbaum Associates, Mahwah, NJ, USA.
8. Janse van Rensburg, E., (2001). An orientation to research, Rhodes University, Environmental Education Unit, research methods short course 2001.
9. Kaag, M., Chapter 2: Ways Forward in Livelihood Research. In:Globalisation and Development: Themes and Concepts in Current Research. Kalb, D., Pansters, W., Siebers, H. (Eds.), Kluwer Academic Publishers, Netherlands, 2004, pp. 49-74.
10. Massey, A., (1998). 'The Way We Do Things Around Here': The Culture of Ethnography." [Online]. Available: http://www.geocities.com/Tokyo/2961/ waywedo.htm [2003, July].
11. Mrazek, R., (1993) Alternative Paradigms in Environmental Education Research. Monographs in Environmental Education and Environmental Studies, 3. North American Association of Environmental Education, Troy, USA.
12. Nass, C. and Brave, S., (2005). Wired for Speech: How Voice Activates and Advances the Human-Computer Relationship, MIT Press, USA.
13. Nielsen, J. Chapter 2: Heuristic Evaluation. In Usability Inspection Methods, Nielsen, J. and Mack, R.L., Eds. John Wiley and Sons, New York, 1994, pp. 25-62.
14. Nielsen, J., (1993). Usability Engineering. AP Professional, Boston, MA, USA.
15. Nuance Communications Inc., (June, 2003). Speech Satisfies a Broad Consumer Market. [Online]. Available: http://investor.nuance.com/ireye/ir-site. zhtml?ticker=nuan&script=410&layout=6&item-id=425519 [2003, July 28].
16. Pinker, S., (1994). The Language Instinct: How the Mind Creates Language, Morrow and Company, New York, N.Y., USA.
17. Plauché, M., Nallasamy, U., Pal, J., Wooters, C., and Ramachandran, D., (May, 2006). Speech Recognition for Illiterate Access to Information and Technology. Proceedings of 1st International Conference on ICT and Development, UC Berkeley. [Online]. Available: http://www.icsi.berkeley.edu/ pubs/speech/speech-illiterate.pdf [2007, February].
18. Russo, P. and Boor, S., (1993). Proceedings of the SIGCHI conference on Human factors in computing systems: How fluent is your interface? Designing for international users, p. 342-347, ACM Press, New York, N.Y., U.S.A.
19. Schaffer, E. and Sorfaten, J. (1999). Interactive Voice Response (IVR) Case Study: Testing Your Telephone-Based e- Commerce. The Journal of Electronic Commerce, 12(2), pp. 78-84. (Also available: www.humanfactors.com/downloads/ivr. asp.)
20. Shneiderman, B., (1998). Designing the User Interface: Strategies for Effective Human-Computer Interaction, Addison Wesley, USA.
21. South African Government Information-Constitution-1996- Chapter 2-Bill of Rights, (1996). [Online] Available: http://www.info.gov.za/documents/ constitution/1996/96cons2.htm#2ft [2007, February 19].
22. Statistics South Africa Census 2001, (2003). [Online] Available: http://www.statssa.gov.za [2003, July 08].
23. Stentiford, F.W.M. and Popay, P.A., (1999). The Design and Evaluation of Dialogues for Interactive Voice Response Services. British Telecommunications Technology Journal, 17(1).
24. Virzi, R.A., (1992). Refining the Test Phaseof Usability Evaluation: How many subjects is enough?, Human Factors, 34, pp. 457-468.
25. Wikipedia contributors, 'Mutual intelligibility', Wikipedia, The Free Encyclopedia, 10 March 2007, 13:47 UTC, 〈http://en.wikipedia.org/w/index. php?title=Mutual-intelligibility&oldid=114058889〉 [accessed 13 March 2007].