ETSI TR 102 274-2004 Human Factors (HF) Guidelines for real-time person-to-person communication services (V1 1 2)《人为因素(HF) 人与人之间的实时通信业务指南(版本1 1 2)》.pdf

1、 ETSI TR 102 274 V1.1.2 (2004-01)Technical Report Human Factors (HF);Guidelines for real-time person-to-personcommunication servicesETSI ETSI TR 102 274 V1.1.2 (2004-01) 2 Reference RTR/HF-00068 Keywords HF, interaction, quality, QoS, VoIP, video ETSI 650 Route des Lucioles F-06921 Sophia Antipolis

2、Cedex - FRANCE Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16 Siret N 348 623 562 00017 - NAF 742 C Association but non lucratif enregistre la Sous-Prfecture de Grasse (06) N 7803/88 Important notice Individual copies of the present document can be downloaded from: http:/www.etsi.org The present doc

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5、atus.asp If you find errors in the present document, send your comment to: editoretsi.org Copyright Notification No part may be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. European Telecommunications Standard

6、s Institute 2004. 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 Members. 3GPPTM is a Trade Mark of ETSI registered for the be

7、nefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI TR 102 274 V1.1.2 (2004-01) 3 Contents Intellectual Property Rights5 Foreword.5 Introduction 5 1 Scope 6 2 References 6 3 Definitions and abbreviations.8 3.1 Definitions8 3.2 Abbreviations .11 4 Purpose and context of report.12

8、4.1 Real-time person-to-person communication services and issues12 4.2 Background work .13 4.3 Scope of the guidelines.14 4.3.1 Focus.15 4.3.2 Guidelines as statements of advice or principle15 4.3.3 Towards generic and IP networks.15 4.4 Relationship with other standards work.15 5 Guidelines.16 5.1

9、Real-time text .19 5.2 Audio telephony and audio conferencing.19 5.3 Avatar telephony 21 5.4 Videoconferencing .21 5.4.1 Videoconferencing: Face-to-face communication (talking head video) .22 5.4.2 Videoconferencing: Remote inspection (video as data)25 5.4.3 Videoconferencing: Mobile small screens25

10、 5.5 Multimedia conferencing .26 6 Conclusions and recommendations for future work.26 6.1 Guideline approach.26 6.2 Interest for potential guideline users 27 6.2.1 Ability to address knowledge requirements27 6.2.2 Mix and value of guidelines providing advice or principles.27 6.3 Enhancement of the g

11、uideline set.28 6.4 Enhancement of the guideline presentation28 6.5 Requirement for tutorial support 29 7 Proforma copyright release text block30 Annex A: Review of previous work.31 A.1 Guideline methodology 31 A.2 Test methodology.31 Annex B: Guideline user requirements 32 B.1 Results of guideline

12、user interviews.32 Annex C: Overview of intermediate guidelines .34 C.1 Purpose.34 C.2 Format 34 C.2.1 Core attributes of the intermediate guideline format34 C.2.1.1 Communication situation36 C.2.1.2 Service prescription 37 C.2.1.3 Technical parameters 37 ETSI ETSI TR 102 274 V1.1.2 (2004-01) 4 C.2.

13、1.4 User behaviour38 C.2.2 Additional attributes of the intermediate guideline format.38 C.2.2.1 Guideline identifier.38 C.2.2.2 Guideline title .38 C.2.2.3 Rationale.38 C.2.2.4 Probability.39 C.2.3 Other format elements 39 C.2.3.1 Example(s)39 C.2.3.2 See also .39 C.2.3.3 Definitions 39 C.2.4 The s

14、et of intermediate guidelines39 C.2.4.1 Principles applied for extraction of guidelines from empirical data .40 C.2.4.2 An example intermediate guideline 40 C.2.4.3 Listing of current intermediate guidelines 42 Annex D: Derivation of general guidelines from intermediate guidelines.48 D.1 Summary of

15、derivation process48 Annex E: Bibliography.49 History 50 ETSI ETSI TR 102 274 V1.1.2 (2004-01) 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 availa

16、ble for ETSI members and non-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

17、 (http:/webapp.etsi.org/IPR/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,

18、or may become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF). Introduction The present document presents initial guidelines intended for network operators, equipment manufacturers and service providers about re

19、al-time person-to-person communication services. In addition to presenting the initial guidelines, the present document provides conclusions for next-stage development of the work into mature guidelines that could form the basis of a future ETSI Guide. ETSI ETSI TR 102 274 V1.1.2 (2004-01) 6 1 Scope

20、 The present document presents and discusses initial human factors guidelines developed from the EC IST-1999-11577 project Eye-2-Eye 1. The guidelines are primarily generated from the empirical results of the Eye-2-Eye project that mainly address business use of communication services. Whilst some g

21、uidelines are drawn from existing published literature this is not extensive and does not address findings for special user groups (e.g., use of videoconferencing and avatar-telephony by deaf persons). The communication services examined are real-time text, audioconferencing, avatar-telephony, video

22、conferencing and multimedia conferencing. Service aspects include audio-video synchrony, video resolution, video delay and packet loss for generic networks and specifically IP networks. Data were collected for a range of objective and subjective measures of user behaviour and opinion. The aim is the

23、 development of guidelines of use to network operators, service providers and equipment manufacturers. The report provides initial guidelines and recommendations for their further development. 2 References For the purposes of this Technical Report (TR), the following references apply: 1 Brooks P, Sc

24、hliemann T, Hestnes B, Frowein H, Aaby C, OMalley C: “Final Report Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“, EC Deliverable IST11577/SEF/DIS/DS/Pub/008/b1, June 2003. 2 Hestnes B, Heiestad S, Ulseth T, Schliemann T, Brooks P, Flstad A, Frowei

25、n H, Aaby C, OMalley C, Brundell P: “Fitness-for-Purpose Guidelines for Person-Person Communication. Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“, EC Deliverable IST11577/TEL/RAD/DS/Pub/065/b1, March 2003. 3 Brooks P, Brundell P, Hamnes K, Heiest

26、ad S, Heim J, Hestnes B, Heydari B, OMalley C, Schliemann T, Skjetne JH, Ulseth T: “Final Report. ACTS Project AC314 Vis-Vis: Fitness-for-Purpose of Videotelephony in Face-to-Face Situations“, CEC Deliverable A314/NSS/PB/DS/P/005/b1, June 1999. 4 Schliemann T, Asting T, Brooks P, Flstad A, Heim J, S

27、kjetne J.H, Hestnes B, Heiestad S, Ulseth T, Frowein H, Devoldere P, Aaby C, OMalley C, Brundell ., Lonsdale P: “Results of Baseline Communication Experiments. Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“, EC Deliverable IST11577/SEF/DIS/DS/5FP/0

28、02/b1, July 2001. 5 OMalley C, Brundell P, McFadzean,J, Lonsdale P, Schliemann T, Brooks P, Flstad A, Heim J, Hestnes B, Heiestad S, Ulseth T, Frowein H, Devoldere P, Aaby C: “Results of Laboratory Experiments of Communication Media. IST Project 1999-11577. Eye-2-Eye: Fitness-for-purpose of Person-P

29、erson Communication Technologies“, CEC Deliverable IST11577/UON/SOP/DS/Pub/003/b1, December 2002. 6 Flstad A, Brooks P, Heim J, Schliemann T, Wiig S, Hestnes B, Heiestad S, Ulseth T, Frowein H, Aaby C, OMalley C, Brundell P, Lonsdale P: “Results of Field Experiments of Communication Media. IST Proje

30、ct 1999-11577. Eye-2-Eye: Fitness-for-purpose of Person-Person Communication Technologies“, CEC Deliverable IST11577/SEF/DIS/DS/Pub/004/b1, October 2002. 7 Schliemann T, Brooks P, Flstad A, Heim J, Hestnes B, Heiestad S, Ulseth T, Aaby C, OMalley C, Brundell P, McFadzean J: “Consolidation of user te

31、sts with real-time communication services and applications. Project IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“, EC Deliverable IST11577/SEF/DIS/DS/Pub/001/b1, January 2003. 8 ETSI ETR 160: “Human Factors (HF); Human Factors aspects of multimedia teleco

32、mmunications“. ETSI ETSI TR 102 274 V1.1.2 (2004-01) 7 9 ETSI ETR 297: “Human Factors (HF); Human Factors in Videotelephony“. 10 Nortel Networks (Canada):“Quality of Experience. ITU-T Recommendation COM 12-D95, Geneva 27-31 January 2003“. 11 ETSI ETR 333: “Human Factors (HF); Text Telephony; Basic u

33、ser requirements and recommendations“. 12 Hestnes B, Heiestad S, Brooks P, Drageset L: “Real situations of wearable computers used for video conferencing - and implications for terminal and network design. Proceedings of the Fifth International Symposium on Wearable Computers (pp. 85-93), Zrich, 8-9

34、 October 2001. IEEE Computer Society, USA“. 13 Hamnes K, Brooks P, Brundell P, Heiestad S, Heim J, Hestnes B, Heydari B, OMalley C, Schliemann T, Skjetne JH, Ulseth T. (1999): “Specifications of Fitness-for-Purpose. ACTS Project AC314 Vis-Vis: Fitness-for-Purpose of Videotelephony in Face-to-Face Si

35、tuations, CEC Deliverable A314/Tel/MuM/DS/P/004/b1, June 1999“. 14 Arnfeld A, Rosbottom J. (1998): “Improving the availability and cost-effectiveness of guidelines for guidelines-users: towards a structured approach. Behaviour and Information Technology, 17(3), 135-140“. 15 Tetzlaff L, Schwartz D.R.

36、 (1991): “The Use of Guidelines in Interface Design, Proceedings of ACM CHI91 Conference on Human Factors in Computing Systems (pp. 329-333)“. 16 Mosier J.N, Smith S.L. (1986): “Application of guidelines for designing user interface software. Behaviour and Information Technology, 5(1), 39-46“. 17 Th

37、ovtrup H, Nielsen J. (1991): “Assessing the Usability of a User Interface Standard, Proceedings of ACM CHI91 Conference on Human Factors in Computing Systems (pp. 335-341)“. 18 Scapin D.L. (1990a): “Decyphering human factors recommendations. In W. Karwoski and M. Rahimi (Eds.), Ergonomics of hybrid

38、automated systems II (pp. 27-34). Amsterdam, The Netherlands: Elsevier Science Publishers B. V“. 19 Potosnak K. (1988): “Getting the Most Out of Design Guidelines. IEEE Software, 5(1), pp. 85-86“. 20 Newman W.M, Lamming M.G. (1995). “Interactive System Design. Reading, Massachussets: Addison-Wesley

39、Publishing Company“. 21 ITU-T Recommendation P.910: “Subjective video quality assessment methods for multimedia applications“. 22 ITU-T Recommendation P.920: “Interactive test methods for audiovisual communications“. 23 ETSI EG 201 472: “Human Factors (HF); Usability evaluation for the design of tel

40、ecommunication systems, services and terminals“. 24 Valley K. L., Moag J, Bazerman M. H. (1998): “A matter of trust: Effects of communication on the efficiency and distribution of outcomes. Journal of Economic Behavior and Organization, 34, pp. 211-238)“. 25 Boyle E. A, Anderson A. H, and Newlands A

41、. (1994): “The effects of visibility on dialogue performance in a cooperative problem solving task. Language and Speech, 37(1), pp. 1-20“. 26 Void. 27 Mullin J, Smallwood L, Watson A, Wilson G. ( 2001): “New techniques for assessing audio and video quality in real-time interactive communications“, E

42、TNA Project Report (2001) IHM-HCI 2001, Lille, France. NOTE: (http:/www-mice.cs.ucl.ac.uk/multimedia/projects/etna/)“ 28 ITU-T Recommendation E.860: “Framework of a service level agreement“. 29 ITU-T Recommendation G.1010: “End-user multimedia QoS categories“. ETSI ETSI TR 102 274 V1.1.2 (2004-01) 8

43、 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: asynchrony: when audio and video information that leaves one communicating party at the same time is received by the other communicating party at different times (e.g

44、. typically the audio information arrives before the video information in an asynchronous situation) NOTE: It is calculated as audio delay subtracted from video delay (e.g., if audio delay is 50 ms and video delay is 200 ms, then asynchrony is 150 ms; if audio delay is 100 ms and video delay is 50 m

45、s, then asynchrony is -50 ms). attention: extent to which the task does (foreground) or does not (background) require the full attention of the parties in the communication audio conferencing: telephone service that does not rely on amplification of the voice signal in very close proximity to the re

46、cipients ear audio delay: time required for a audio signal generated at the talkers mouth to reach the listeners ear audio protocol: set of rules defining the way audio information is represented in a network audio telephony: “ordinary“ telephone service as distinct from audio conferencing Avatar te

47、lephony: service for transmitting voice signals in real-time over a telecommunication network in combination with a graphical (human) representation of the speaker background experience: overall strength of pre-existing experience held by the communication parties that is relevant to the task (exper

48、ience of the communication service and goal task requirements) bandwidth: range of frequencies which can safely be conveyed in a communication channel burst packet loss: loss of two or more packets in sequence common ground: extent to which the communication parties have the same understanding of th

49、e goal and context of the communication and the concepts involved communication activity: what the end-users (want to) do with a communication service (e.g. social chatting, buying or selling shares, conducting a job interview, etc.) communication media: types of information with which humans communicate NOTE: Examples are text, audio and moving image (graphics and video). This is consistent with the “Nature of information“ component of the ETSI definition of a representation medium, which has v