1、 ETSI EG 202 417 V1.1.2 (2006-12)ETSI Guide Human Factors (HF);User education guidelinesfor mobile terminals and servicesETSI ETSI EG 202 417 V1.1.2 (2006-12) 2 Reference DEG/HF-00070 Keywords HF, interface, MMI, mobile, service, user ETSI 650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRAN
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3、 made available in more than one electronic version or in print. In any case of existing or perceived difference in contents between such versions, the reference version is the Portable Document Format (PDF). In case of dispute, the reference shall be the printing on ETSI printers of the PDF version
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5、you find errors in the present document, please send your comment to one of the following services: http:/portal.etsi.org/chaircor/ETSI_support.asp Copyright Notification No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to repro
6、duction in all media. European Telecommunications Standards Institute 2006. All rights reserved. DECTTM, PLUGTESTSTM and UMTSTM are Trade Marks of ETSI registered for the benefit of its Members. TIPHONTMand the TIPHON logo are Trade Marks currently being registered by ETSI for the benefit of its Mem
7、bers. 3GPPTM is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI EG 202 417 V1.1.2 (2006-12) 3 Contents Intellectual Property Rights5 Foreword.5 Introduction 5 1 Scope 7 2 References 7 3 Definitions and abbreviations.9 3.1 Definitions9
8、 3.2 Abbreviations .10 4 The role of user education for mobile terminals and services11 4.1 The increasing importance of user education .11 4.2 User education during the product life cycle14 4.3 Choice of media .16 4.4 Legal and safety considerations18 4.5 Cost-benefit trade-offs and current industr
9、y practices18 5 Generic guidelines for user education 19 5.1 General .19 5.2 Development process .19 5.3 Content, structure and evaluation.20 5.3.1 Content20 5.3.2 Content Management Systems (CMS)21 5.3.3 Structure23 5.3.4 Evaluation.24 5.4 Language and terminology.24 5.4.1 Language 24 5.4.2 Termino
10、logy .27 5.5 Illustrations.28 5.6 Localization, translation management and validation 30 5.6.1 Localization 30 5.6.2 Translation management.31 5.6.3 Translation management with optimized source texts and work flows 32 5.6.4 Translation validation .33 5.7 Customization.33 6 Specific guidelines for pa
11、per-based user guides 34 6.1 General .34 6.1.1 The printing process35 6.1.2 Format and layout .35 6.2 Formal structure .37 6.3 Logical structure and consistency.39 6.4 Multiple user guidance .40 6.5 Legal and regulatory requirements (on safety and security).40 7 Specific guidelines for terminal-base
12、d user guides41 7.1 General .41 7.2 Applications for providing help41 7.2.1 Help texts41 7.2.2 Demonstrations .42 7.2.3 Interactive tutorials and avatars 42 8 Specific guidelines for PC screen-based user guides .43 8.1 General .43 8.2 Advantages and disadvantages of PC screen-based information44 8.3
13、 Guidelines for screen-based content.45 8.3.1 General45 ETSI ETSI EG 202 417 V1.1.2 (2006-12) 4 8.3.2 Text.46 8.3.3 Space.46 8.3.4 Margins.46 8.3.5 Graphics and simulation .48 8.4 Accessibility of screen-based content.49 8.5 Screen-based user guides presented from portable storage devices .49 9 Spec
14、ific guidelines for audio user guides.50 9.1 The potential of audio user guides50 9.2 Guidelines for the design of audio user guides.51 10 Specific guidelines for other information sources53 10.1 User forums 53 10.2 Information about mobile services .53 11 Specific guidelines for maximized accessibi
15、lity 54 11.1 General .54 11.2 Older users55 11.3 Visually impaired users 55 11.3.1 Users with mild to severe visual impairments 55 11.3.2 Blind users 56 11.4 Hearing-impaired users 57 11.5 Users with cognitive impairments 57 11.6 Young users (children) .58 11.7 Common platform for designed-for-all u
16、ser education 60 12 Specific guidelines for the usability evaluation of user guidance 61 12.1 Background 61 12.1.1 General61 12.1.2 Usability and accessibility of user guidance .62 12.2 Methods63 12.2.1 General63 12.2.2 Test tasks 63 12.2.3 Materials .63 12.2.4 Sample 64 12.2.5 Analysis and reportin
17、g64 12.3 Usability evaluation and testing with children .65 12.4 Conclusions and guidelines 67 Annex A (normative): Guideline listing .68 Annex B (informative): User needs and segmentation77 B.1 User needs and influencing factors.77 B.2 User segmentation78 B.3 Studying users 80 Annex C (informative)
18、: Bibliography.82 History 83 ETSI ETSI EG 202 417 V1.1.2 (2006-12) 5 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these essential IPRs, if any, is publicly available for ETSI members and non
19、-members, and can be found in ETSI SR 000 314: “Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in respect of ETSI standards“, which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web server (http:/webapp.etsi.org/IPR/
20、home.asp). Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web server) which are, or may be, or may become, essential to
21、the present document. Foreword This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Intended users of the present document are user experience and interaction design professionals, developers of mobile terminals, services and applications, mobile network and system
22、providers, terminal approvers, standard writers, product managers and developers. Other stakeholders who may benefit from its use include service and application providers, virtual operators and others. The focus of the guidelines provided in the present document is on public mobile network terminal
23、s and services but they are mostly also applicable to other technologies, e.g. cordless or IP-based telephony and Wi-Fi. Introduction Information and communication technologies (ICT) play a key role in the everyday life of many people and mobile communication services are a mass market. New applicat
24、ions and services are increasingly used to perform necessary or entertaining tasks. Connectivity and interoperability between telecommunications networks, personal computing, the Internet and ever-smarter mobile devices and services offer enormous potential for improving quality of life, if used as
25、intended and usable by all. Users who cannot understand and learn how to efficiently use their terminals, services and integrated or additionally offered applications will be permanently excluded from the eSociety. Ensuring access to mobile communication for all is a common goal of vendors, operator
26、s, service providers, user associations, as well as policy makers, often referring to the creation of the e-inclusive information society. In the past (and currently still in underdeveloped countries), the question of the “digital divide“ defined the “haves“ and “have-nots“ mainly in economic terms,
27、 dividing those who can afford new technology from those who cannot. Technological progress in network and infrastructure deployment and manufacturing and economy-of-scale effects in household availability and service provision make access to services affordable to the largest proportion of the Euro
28、pean society. More recently, a new facet of a possible “digital divide“ has been noted, namely the one that is related to the comprehension of how to use new terminals and services. This latter aspect of the “digital divide“ has direct economic and societal consequences as the uptake of mobile servi
29、ces will only be at a successful level if the new terminals and services can actually be accessed, set up and used by the European citizens. Improved user education helps end users to discover, understand, access, maintain and make use of new and existing services. Consequently, this also benefits s
30、ervice and network operators through increased service uptake and society, as a whole, by ensuring improved access to mobile ICT for consumers who might otherwise be excluded (e.g. older users or users with disabilities). ETSI ETSI EG 202 417 V1.1.2 (2006-12) 6 The present document introduces and an
31、alyses the most important areas and issues of relevance to user education and provides clear sets of guidelines on how user instructions for mobile terminals and services ought to be provided, taking into account the requirement of different user groups (e.g. young, older, disabled and less literate
32、 users) and the possibilities offered by different media. The guidelines have a practical focus on the most common difficulties and problems faced by ICT users. The guidelines provided take into consideration the constraints faced by the ICT industry in the provision of user education e-service. The
33、 present document provides generic guidelines covering the content and development and validation process of user education material for mobile terminals and services, in addition to the general guidelines provided in 20. In addition, it provides generic guidelines applicable to the terminology and
34、illustrations used. This is followed by the provision of specific guidelines, applicable to paper-based user guides, terminal-based user guides, PC-screen based user guides (also when presented from portable storage devices), audio user guides and other information sources. In the last clauses, spec
35、ific guidelines for improved accessibility and usability evaluation are presented. In Annex A (normative), a listing of all design guidelines previously introduced in the document is provided (without introducing any new guidelines in addition to those in earlier clauses). These carry an indication
36、about their applicability and the clause they can be found in the present document, together with further details and information. Annex B (informative) introduces key aspects of user needs and user segmentation. It should be noted that the guidelines provided in the present document should only be
37、regarded as enabling, not guaranteeing, the creation of user education material meeting the above discussed goals. The guidelines provided have been developed by experts with considerable expertise in technical communication and have been discussed and agreed with key players of the ICT industry in
38、a consensus-oriented way. They have also been presented at various conferences and dedicated requirement collection and consensus building workshops. ETSI ETSI EG 202 417 V1.1.2 (2006-12) 7 1 Scope The present document provides guidelines for the development, presentation, and evaluation of user edu
39、cation such as paper-based user guides or digital help systems for mobile terminals and services. The aim of the present document is to provide generic and specific guidelines, based on stakeholder and expert consensus that help increase the uptake and usage of mobile terminals and services for avai
40、lable and emerging mobile infrastructures. Appropriate examples of best practices are provided to ensure that users will receive user instructions and other guidance that are appropriate for their level of expertise and abilities, using media or a combination of media that benefits the largest range
41、 of users; and that are structured in a way to offer an excellent user experience. An integrated Design-for-All approach has been adopted throughout the present document, taking into account the needs and requirements of children, older users and users with disabilities. It is acknowledged, however,
42、 that some users with very extensive and complex disabilities may have requirements beyond the level addressed in the present document. Furthermore, mechanisms for user instructions documents are explored that facilitate the production of specific versions of user guides, addressing users with speci
43、fic requirements. 2 References The following documents contain provisions which, through reference in this text, constitute provisions of the present document. References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific r
44、eference, subsequent revisions do not apply. For a non-specific reference, the latest version applies. Referenced documents which are not found to be publicly available in the expected location might be found at http:/docbox.etsi.org/Reference. NOTE: While any hyperlinks included in this clause were
45、 valid at the time of publication ETSI cannot guarantee their long term validity. 1 ETSI EG 202 132: “Human Factors (HF); User Interfaces; Guidelines for generic user interface elements for mobile terminals and services“. 2 ETSI EG 202 416: “Human Factors (HF); User Interfaces; Setup procedure desig
46、n guidelines for mobile terminals and e-services“. 3 ETSI EG 202 421: “Human Factors (HF); Multicultural and language aspects of multimedia communications “. 4 ETSI TR 102 068: “Human Factors (HF); Requirements for assistive technology devices in ICT“. 5 ETSI ES 202 076: “Human Factors (HF); User In
47、terfaces; Generic spoken command vocabulary for ICT devices and services“. 6 ETSI EN 301 462: “Human Factors (HF); Symbols to identify telecommunications facilities for the deaf and hard of hearing people“. 7 ETSI EG 202 116: “Human Factors (HF); Guidelines for ICT products and services; “Design for
48、 All“. 8 ETSI TR 102 133: “Human Factors (HF); Access to ICT by young people: issues and guidelines“. 9 ETSI EG 202 423: “Human Factors (HF); Guidelines for the design and deployment of ICT products and services used by children“. ETSI ETSI EG 202 417 V1.1.2 (2006-12) 8 10 ETSI EG 202 191: “Human Fa
49、ctors (HF); Multimodal interaction, communication and navigation guidelines“. 11 ETSI EG 201 379: “Human Factors (HF); Framework for the development, evaluation and selection of graphical symbols“. 12 ETSI TR 101 767: “Human Factors (HF); Symbols to identify telecommunications facilities for deaf and hard of hearing people; Development and evaluation“. 13 ETSI ETR 116: “Human Factors (HF); Human factors guidelines for ISDN Terminal equipment design“. 14 ETSI ETR 095: “Human Factors (HF); Guide for usability evaluations of telecommunications
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