ITU-T E 137-1997 User Instructions for Payphones - Series E Overall Network Operation Telephone Service Service Operation and Human Factors Operation Numbering Routing and Mobile S.pdf

1、 STD-IT-T RECMN E-137-ENGL 1997 m 48b2.591 b38759 4T9 m INTERNATIONAL TELECOMMUNICATION UNION ITU-T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU EA37 (05/97) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS Operation, numbering, routing and mobile servi

2、ces - International operation - General provisions concerning users User instructions for pay phones ITU-T Recommendation E.137 (Previously CCITT Recommendation) STD-ITU-T RECMN E.137-ENGL 2997 D 48b259L Ob387b0 110 D ITU-T E-SEFUES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVI

3、CE OPERATION AND HUMAN FACTORS ?PEIUTION, NUMBERING, ROUTING AND MOBILE SERVICES INTERNATIONAL OPERATION Definitions General provisions concerning Administrations E. 100-E.229 E. 100-E. 103 E. 104-E. 1 19 E.120-E.139 Gene ns con _. Operation of international telephone services Numbering pian of the

4、international telephone service International routing plan Tones in national signalling systems Maritime mobile service and public land mobile service OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE Charging in the international telephone service Pro

5、cedures for remuneration of Administrations for facilities made available Measuring and recording call durations for accounting purposes Establishment and exchange of international accounts UTILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON- TELEPHONY APPLICATIONS General Phototelegraphy ISD

6、N PROVISIONS CONCERNING USERS QUALITY OF SER VICE, NETWORK MANAGEMENT AND TRAFFIC ENGINEERING NETWORK MANAGEMENT TRAFFIC ENGINEERING QUALITY OF TELECOMMUNICATION SERVICES: CONCEPTS, MODELS, OBJECTIVES AND DEPENDABILITY PLANNING E. 140-E. 159 E. 160-E. 169 E. 170-E. 179 E. 180-E. 199 E.200-E.229 E.23

7、0-E.299 E.230-E.249 E.250-E.259 E.260-E.269 E.270-E.299 E.3WE.329 E.300-E.319 E.320-E.329 E.330-E.399 E.400-E.489 E.490-E.799 E.800-E.899 For fUrther details, please refer to ITU-T List of Recommendations. STD.ITU-T RECMN E.137-ENGL 1797 m 48b2591 Ob387bL 057 m ITU-T RECOMMENDATION E.137 USER INSTRU

8、CTIONS FOR PAYPHONES Summary This Recommendation contains a set of guidelines for the design of user instructions for public telecommunications terminais. These guidelines are grouped into three main categories: general guidelines, guidelines for fixed (printed) instructions and guidelines for dynam

9、ic (displayed) instructions. An example of how the guidelines may be implemented is provided in Annex A. Source ITU-T Recommendation E.137 was prepared by ITU-T Study Group 2 (1997-2000) and was approved under the WTSC Resolution No. 1 procedure on the 26th of May 1997. Recommendation E.137 (05197)

10、1 - STD-ITU-T RECMN EmL37-ENGL L977 48b2571 Ob387b2 T73 FOREWORD IT (International Telecommunication Union) is the United Nations Specialized Agency in the field of telecornuni- cations. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of the IT. The ITU-T is responsible

11、 for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the IT-T

12、Study Groups which, in their turn, produce Recommendations on these topics. The approval of Recommendations by the Members of the -T is covered by the procedure laid down in WTSC Resolution No. 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are p

13、repared on a collaborative basis with IS0 and IEC. NOTE In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. INTELLECTUAL PROPERTY RIGHTS The IT draws attention to the possibility that t

14、he practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right. The IT takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by IT members or others outside of the Recommendati

15、on development process. As of the date of approval of this Recommendation, the ITU hadhad not received notice of intellectual property, protected by patents, which may be required to implement this Recommendation. However, impiementors are cautioned that this may not represent the latest information

16、 and are therefore strongly urged to consult the TSB patent database. O IT 1997 All rights reserved, No part of this publication may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. ii R

17、ecommendation E.137 (05/97) STD-ITU-T RECMN E-137-ENGL 1997 m 48b257L Ob387b3 72T = 1 2 3 4 5 6 7 CONTENTS Scope References Abbreviations . Introduction General guidelines 5.1 Instructions - General . 5.2 Amount of information . 5.3 Compatibility of instructions 5.4 Information legibility 5.5 Textua

18、l instructions 5.6 Alternative methods for presenting instructions . Guidelines for fixed instructions 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10 6.1 1 6.12 6.13 6.14 6.15 6.16 Amount of information . Information content Completeness of information Instructional steps . Modular presentation Locating i

19、nformation Information legibility Indication of movements Emergency information Labelling . Pictographic instructions Choice of language . Multiple languages International calls Charging . Other information . Guidelines for dynamic instructions . 7.1 Instructional steps . 7.2 Highlighting 7.3 Legibi

20、lity of displays 7.4 Textual instructions 7.5 Choice of language . 7.6 Charging . Annex A . Cardphone Appendix I - Bibliography . Page 1 1 1 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 5 5 5 5 6 6 6 6 6 6 7 1 7 7 7 7 7 8 9 Recommendation E.137 (0997) . 111 STD-ITU-T RECMN E-137-ENGL 1797 = 48b2571 Ob387bll Bbb M

21、Recommendation E.137 USER INSTRUCTIONS FOR PAYPHONES (Geneva, 1997) 1 Scope This Recommendation contains a set of guideline principles for the design of user instructions for public telecommunications terminals, particularly as applied to payphones. These instructions may be mounted on or next to th

22、e terminal, or may be presented dynamically on a visual display. These guidelines are based on human factors practice, on experimental results and the analysis of telephone instructions available worldwide. This Recommendation is intended for designers of public telecommunications terminals and boot

23、hs in order to enhance their use and user satisfaction. Should the design activity lead to trade-offs, one of the targets of this Recommendation is to ensure that any such trade-off favours the user. Annex A contains an example of how the design principles for fixed instructions may be implemented.

24、The example refers to a panel to be placed near public telephone terminals. A subset of such instructions may be placed on the front of the terminal itself. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute prov

25、isions of this Recommendation. At the time of publication, the editions indicated were valid. All Recommendations and other references are subject to revision; all users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommen

26、dations and other references listed below. A list of the currently valid ITLJ-T Recommendations is regularly published. ETSI ETR 116 (1994), Human factors guidelines for ISDN terminal equipment design. IT-T Recommendation E. 121 (1996), Pictograms, symbols and icons to assist users of the telephone

27、service. ITU-T Recommendation E. 134 (1993), Human factors aspects ofpublic terminals: generic operutingprocedures. ITU-T Recommendation E. 135 (1993, Human fuctors aspects of public telecommunication terminals for people with disabilities. ITU-T Recommendation E.161 (1993), Arrangement of digits, l

28、etters and symbols on telephones and other devices that can be used for gaining access to a telephone network. IES Code for Interior Lighting, The Illumination Engineering SoCies, London 1977. IS0 3864: 1984, Safest colours and safe signs. IS0 4196: 1984, Graphical symbols - Use of arrows. IEC Publi

29、cation 416 (1988), Generalprinciples for the creation of graphical symbols for use on equipment. Abbreviations This Recommendation uses the following abbreviations. CCITT ETR ETSI Technical Report HF Human Factors International Telegraph and Telephone Consultative Committee Recommendation E.137 (051

30、97) 1 STD-ITU-T RECMN E-137-ENGL 1997 48b2571 Ob387b5 7T2 = IEC IES ISDN IS0 ISSUE ITU-T RACE 4 4.1 Intemational Electrotechnical Commission Illumination Engineering Society Integrated Services Digital Network International Organization for Standardization IBC Systems and Services Usability Engineer

31、ing International Telecommunication Union - Telecommunication Standardization Sector Research in Advanced Communication in Europe Introduction While the operating procedures of public telecommunication terminals should be as intuitive and self-explanatory as possible, user instructions are often nec

32、essary, given the variety of worldwide technical implementations. 4.2 Designers should test their implementations before making them available to the general public. These guidelines for user instructions should be used in conjunction with consultation of user groups. 4.3 guidelines referring to fix

33、ed instructions, and the third applies to messages presented dynamically on visual displays. The guidelines are divided into three, clauses: the first contains general guidelines, the second contains 5 General guidelines 5.1 Instructions - General 5.1.1 It should be a goal for designers to produce a

34、s simple instructions as possible. 5.1.2 The instructions should be consistent with the functions and procedures supported by the terminal. Where the functions and/or procedures differ from the ones reported in Recommendation E.134 3, extra care should be taken to ensure that the instructions suppor

35、t the user in interacting with the terminal. . 5.2 Amount of information 5.2.1 equipment. The overall amount of instructional material should be kept to a minimum through appropriate design of the Examples - - - - - transfemng the card initialization task from the user to the terminal; use of design

36、 features which ensure correct card insertion (see Norman, 1988; Bibliography i); flexibility as to the order of the procedural steps; automatic card ejection after call completion: provision of directory assistance via operator. 5.3 Compatibility of instructions 5.3.1 exploit instructional elements

37、 from non-telecommunications devices for similar functions. The instructions should support existing user experience. Where applicable, opportunities should be taken to Example Instructions for card insertion in automatic cash dispensers. 2 Recommendation E.137 (05/97) STDmITU-T RECMN E-137-ENGL 199

38、7 D 98b2.571 Ob387bb b37 D 5.4 Information legibility 5.4.1 - Good legibility can be achieved through an appropriate combination of Illumination of the environment (the luminance of the surface of the instructional panel should not be less than 100 ludSquare metre, as stated in the “ES Code for Inte

39、rior Lighting“ 6). Appropriately chosen size of font. - Example At a (nomai) reading distance of 305-355 mm (12-14 inches), a 12-point font should be used. Both smaller and larger fonts reduce legibility. For other reading distances and angles other than 90 degrees, the font size should be increased

40、 or decreased in proportion (see Spencer, 1969; Bibliography DI). This assumes adequate illumination and normal or corrected vision. Legibility for visually-impaired users and for wheelchair users should be enhanced by use of enlarged and well contrasted characters, and by tilting downwards the pane

41、l of instructions, respectively (see also subclause 3.6, ETR 116 i and Recommendation E.135 4). To meet the needs of people with low visual acuity, it is recommended that larger lettering be used and the type of font be easy to read. 5.5 Textual instructions 5.5.1 5.5.2 5.5.3 Text should be short an

42、d clear. Technical expressions should be avoided (e.g. “receiver“ is preferable to “handset“). For the sake of brevity, pleasantries (e.g. “please“, “thank you“) can be omitted. 5.5.4 example, use either “dial“ or “enter“, not both. 5.5.5 synonyms to the user may cause confusion and should be avoide

43、d. The same word should be used to indicate the same objectlaction throughout the system-to-user dialogue. For The same terms should be used for the same things throughout the instructions. Terms which might sound as 5.6 Alternative methods for presenting instructions 5.6.1 people with disabilities

44、see Recommendation E.135 4). Example Printed, tactile (engraved, embossed, Braille), auditory instructions; instructions presented on visual displays. 5.6.2 information should be available on how they can be used. Instructions provided via multiple channels are useful for the general public and hig

45、hly recommended for When additional facilities exist for people with disabilities, e.g. textphones, hearing- and speech-aid devices, 6 Guidelines for fixed instructions 6.1 Amount of information 6.1.1 if the telephone is not enabled for international communication). The amount of information depends

46、 on the context of use (e.g. no information is needed for intemational users 6.2 Information content 6.2.1 - means of payment accepted; - - Information should be available on items such as the following: user procedures to make a regular call; user procedures to make an emergency call; Recommendatio

47、n E.137 (05197) 3 - facilities for hearing-impaired persons; - - international calls. numbers to be dialled to reach the operator; 6.3 Completeness of information 6.3.1 Where instructions are common across different procedures, then the full set of instructions should be replicated for each procedur

48、e. A completely separate set of instructions showing only the differences between procedures is not recommended. Example Care needs to be taken when designing user procedures to make a call by using coins, prepaid cards, credit cards. 6.4 Instructional steps 6.4.1 The instructions relevant to the va

49、rious steps of the user procedures should be displayed vertically or horizontally on a single column or line and numbered in sequence. If this layout is not possible, the correct sequence should be made clear by spacing and numbering. One action should be indicated on each step (e.g. lift receiver, insert card, etc.). Example 1 (first step) 2 (second step) 3 (third step) 4 (fourth step) or 1 (first step) 2 (second step) 3 (third step) 4 (fourth step) 6.4.2 unnumbered at the appropriate point in the sequence and made clearly distinguishable by means of suitable