ETSI TR 102 849-2010 Human Factors (HF) Inclusive eServices for all Background analysis of future interaction technologies and supporting information (V1 1 1)《人为因素(HF) 所涵盖的所有电子化业务 .pdf

1、 ETSI TR 102 849 V1.1.1 (2010-11)Technical Report Human Factors (HF);Inclusive eServices for all;Background analysis of future interaction technologiesand supporting informationETSI ETSI TR 102 849 V1.1.1 (2010-11) 2Reference DTR/HF-00127 Keywords accessibility, design for all, interaction, interfac

2、e, user ETSI 650 Route des Lucioles F-06921 Sophia Antipolis 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 docume

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8、nd owned by the GSM Association. ETSI ETSI TR 102 849 V1.1.1 (2010-11) 3Contents Intellectual Property Rights 4g3Foreword . 4g3Introduction 4g31 Scope 5g32 References 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions and abbreviations . 6g33.1 Definitions 6g33.2 Abbreviati

9、ons . 7g34 Conceptual framework . 7g35 From eServices to user interaction technologies 9g35.1 eService clusters and their components (step 1) . 10g35.2 Interaction Modalities and their mapping to eService Components (step 2) 13g35.3 Technologies supporting Interaction Modalities (step 3) . 15g36 Ass

10、essing the accessibility of UI technologies . 15g37 Levels of uncertainty in future-related work 16g37.1 General . 16g37.2 Study of the future: Proceed with caution! . 17g37.3 Development and Innovation as dynamic process 17g38 Outlook / future work . 18g3History 20g3ETSI ETSI TR 102 849 V1.1.1 (201

11、0-11) 4Intellectual 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-members, and can be found in ETSI SR 000 314: “Intellectual P

12、roperty 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/home.asp). Pursuant to the ETSI IPR Policy, no investigation,

13、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 the present document. Foreword This Technical Report (TR) has

14、been produced by ETSI Technical Committee Human Factors (HF). Introduction As a response to the fact that new products and services are frequently being offered that do not take sufficiently into account the needs of people with mild or severe impairments, ETSI has published EG 202 848 i.1 listing f

15、orthcoming user interaction technologies, and identifying for each technology likely accessibility issues and possible solutions that rectify those shortcomings. The present document complements EG 202 848 i.1 by providing additional information related to the approach taken for and results of that

16、document. In particular, the following issues are addressed: the focus of the EG on atomic user interface technologies as opposed to higher-level user interaction concepts is explained; the application of the user interaction technology roadmaps is illustrated giving guidance on how to identify rele

17、vant user interaction technologies for any given eService; the approach for assessing accessibility issues of forthcoming user interaction technologies is explained; the question of inevitable insecurities in predictions and their outcome is addressed. In order to identify user interaction technolog

18、ies and Design for All solutions, a combination of data gathering and analysis methods has been applied, including: desktop research; specialist interviews and visits to company laboratories; workshops with stakeholders (e.g. representatives of organisations for elderly and/or disabled people, indus

19、trial key players and scientists); presentation of papers and information gathering at international conferences. While the intention when developing EG 202 848 i.1 was to establish findings with long-lasting applicability, continuing innovations in the field may require the updating of that documen

20、t at a later stage. ETSI ETSI TR 102 849 V1.1.1 (2010-11) 51 Scope The present document complements EG 202 848 i.1 by providing additional information related to the approach taken for and the results provided by that document. It explains the focus of EG 202 848 i.1 on atomic user interaction techn

21、ologies as opposed to higher-level user interaction concepts, illustrates the application of the user interaction technology roadmaps identified in EG 202 848 i.1, and explains the approach for assessing accessibility issues of forthcoming user interaction technologies. Furthermore, the question of

22、inevitable insecurities in predictions and their outcome is addressed and the combination of data gathering and analysis methods employed for EG 202 848 i.1 are presented. The guidelines mentioned in the present document are to be found in EG 202 848 i.1 and are outside of the scope of the present d

23、ocument. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For specific references, only the cited version applies. For non-specific references, the latest version of the reference document (including any amendmen

24、ts) 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 valid at the time of publication ETSI cannot guarantee their long term validity. 2.1 Norm

25、ative references The following referenced documents are necessary for the application of the present document. Not applicable. 2.2 Informative references The following referenced documents are not necessary for the application of the present document but they assist the user with regard to a particu

26、lar subject area. i.1 ETSI EG 202 848: “Human Factors (HF); Inclusive eServices for all: Optimizing the accessibility and the use of upcoming user-interaction technologies“. i.2 ITU-T Next-Generation Networks (NGN) Focus Group (FG). Proceedings. Part II. ITU, 2005. i.3 ITU-T Recommendation F.703 (20

27、00): “Multimedia conversational services“. i.4 ETSI EG 202 116: “Human Factors (HF); Guidelines for ICT products and services; “Design for All“. i.5 ISO/IEC TR 29138-1: “Information technology - Accessibility considerations for people with disabilities - Part 1: User needs summary“. i.6 ISO/TR 22411

28、: “Ergonomics data and guidelines for the application of ISO/IEC Guide 71 to products and services to address the needs of older persons and persons with disabilities“. i.7 Linstone, Harold L., Turoff Murray (2002): “The Delphi Method: Techniques and Applications“. NOTE: Available at http:/is.njit.e

29、du/pubs/delphibook/ (last visited: August 2010). ETSI ETSI TR 102 849 V1.1.1 (2010-11) 6i.8 OECD and Eurostat (2005), Oslo Manual: “Guidelines for collecting and interpreting innovation data“, 3rd edition. i.9 Schumpeter, Joseph (1942): “Capitalism, Socialism and Democracy“, Taylor and a service con

30、text which consists of an eService with its characteristics and functional components, and the requirements that are put on the interface of the communication enabling device. Figure 4.1: Conceptual framework of eService access ETSI ETSI TR 102 849 V1.1.1 (2010-11) 8The communication enabling device

31、 itself mediates between those two contexts and can itself be divided into two separate groups of components, the functional components and the user interaction components. The functional components comprise all software, hardware, and communication components enabling the eService with the exceptio

32、n of those atomic components that make up the user interface and comprise the interaction components of the communication enabling device. While a number of different levels of abstraction can be identified in describing user interaction (e.g. ranging from a simple button to a complex touch screen i

33、nterface) the technology roadmaps in i.1 focus on atomic user interaction technologies because: all upcoming user interaction concepts will consist of distinct configurations of those atomic user interaction technologies; and the characteristics of these atomic user interaction technologies strongly

34、 influence the accessibility of upcoming interaction concepts and thereby of the user interfaces of eServices. It is worthwhile to mention that the usability and accessibility of user interfaces for eServices are affected by other user interface design issues (e.g. cognitive workload) which are not

35、covered by the present document or i.1. 5 From eServices to user interaction technologies Inclusive eServices require accessible user interaction technologies. This clause explains in detail how eServices are related to future interaction technologies. This mapping process (see figure 5.1) consists

36、of three steps: 1) Identification of current and future eService clusters, e.g. eLearning, their eService components, e.g. voice conversation, and their relationship. 2) Identification of user interaction modalities, e.g. audio input and audio output, and their mapping to eService components. 3) Ide

37、ntification of user interaction technologies, e.g. sound beam, supporting interaction modalities. Figure 5.1: Relation of eService clusters to interaction technologies The process of these steps is illustrated in figure 5.1. As a first step, current and future eService clusters (denoted “S1“, “S2“,

38、) are identified; each of these eService clusters is making use of one or many eService components (abbreviated “SCo1“, “SCo2“, ). These eService components comprise categories of telecommunications services such as total conversation, text telephony, and file sharing. ETSI ETSI TR 102 849 V1.1.1 (2

39、010-11) 9The second step starts off by identifying interaction modalities (in figure 5.1 shown as “IM1“, “IM2“, for input modalities and “OM1“, “OM2“, for output modalities). Following this, the previously identified eService components are mapped onto these interaction modalities. It is now, as the

40、 last step, possible to specify interaction technologies (“T1“, “T2“, ) that support the interaction modalities identified and related to the eService components and eService clusters. Readers who are interested in either a specific eService cluster or eService component may follow the process just

41、described to identify applicable interaction technologies. A description of each of those interaction technologies is available in i.1. These steps are explained in greater detail in the following clauses. Each step in the process described is also annotated with a simple example to show how this pr

42、ocess can be applied to the eService cluster of home automation services, more specifically to a smart homes eService. 5.1 eService clusters and their components (step 1) The following list provides generally-accepted clusters of eServices and an explanation about the included services as examples.

43、The eService clusters have been selected to cover a wide range of services: eGovernment services: eGovernment services include authentication services, electronic application for id-cards, passports, drivers licenses etc., remote payment of supplies like energy and water, as well as eTax services th

44、at include the electronic filing of tax forms, electronic payment of taxes, and communication with tax offices. eHealth services: eHealth services are, among others telecare services, remote health monitoring, access to patient data, remote diagnosis and electronic prescription services. Social serv

45、ices delivered through electronic means: Social services delivered through electronic means comprise remote supervision of people in need, ICT-supported caretaking (incl. robotics applications), social communities, electronic support for old people in need, messaging services, sharing services for p

46、ictures, video and music, ICT supported access to personalized human assistance. Home automation services: Home automation services supply services, energy management, light and entertainment management in the house, remote building control, or other “Smart Home“ services. eBanking services: eBankin

47、g requires secure transmission and transaction services, remote authentication services as well as data- and secure information delivery to customers (e.g. for bank statements). Electronic purchasing services: Electronic purchasing services include and require electronic payment, authentication serv

48、ices, information and database search, and secure transactional communication, electronic travel booking and management, download of electronic content (music, video) and applications (app stores). Information services: Including news, sports results, and information retrieval. eLearning services: R

49、emote access to school and university databases, virtual classrooms and remote teaching, remote access to museums. Mobile office applications and services: Mobile office applications include remote access to office data, Computer Supported Co-operative Work (CSCW) environments, electronic publishing services, remote translation services, messaging services, remote conference services, mobile email access, remote storage of personal data, etc. eGames and entertainment services: eG