1、 ETSI EG 202 421 V1.1.1 (2007-01)ETSI Guide Human Factors (HF);Multicultural and language aspects of multimedia communicationsETSI ETSI EG 202 421 V1.1.1 (2007-01) 2 Reference DEG/HF-00054 Keywords broadband, ID, multimedia, user ETSI 650 Route des Lucioles F-06921 Sophia Antipolis Cedex - FRANCE Te
2、l.: +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 document may be made
3、 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 kept
4、 on a specific network drive within ETSI Secretariat. Users of the present document should be aware that the document may be subject to revision or change of status. Information on the current status of this and other ETSI documents is available at http:/portal.etsi.org/tb/status/status.asp If you f
5、ind 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 reproducti
6、on in all media. European Telecommunications Standards Institute 2007. 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.
7、 3GPPTM is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI EG 202 421 V1.1.1 (2007-01) 3 Contents Intellectual Property Rights6 Foreword.6 Introduction 6 1 Scope 8 2 References 9 3 Definitions and abbreviations.12 3.1 Definitions12 3.
8、2 Abbreviations .13 4 Language and cultural variation.14 4.1 Diversity of languages and cultures14 4.2 Internationalization and localization 14 4.2.1 Translation memory15 4.3 Current ways of providing cultural and language variants .15 4.4 Text to speech.16 4.4.1 Text to speech (TTS) engines .16 4.4
9、.2 Speech Synthesis Mark-up Language (SSML).17 4.4.3 Spoken Text Mark-up Language (STML) 18 4.4.4 Java Speech Mark-up Language (JSML)18 4.4.5 SABLE18 4.4.6 Voice Extensible Mark-up Language (VoiceXML) .18 4.5 Speech recognition .18 4.6 Language identification19 4.7 Design for flexible handling of us
10、ers needs.20 4.7.1 Universal Communications Identifier (UCI) 20 4.7.2 User profiles20 4.8 European multicultural and multilingual research21 4.9 Existing standards, recommendations and guidelines 21 4.9.1 Localization standards 21 4.9.1.1 Terminology, lexicon and ontology 22 4.9.1.2 Translation memo
11、ry 22 4.9.1.3 Localization markup language 23 4.9.1.4 Structured information 23 4.9.2 Natural language representation .24 4.9.3 Sign languages 24 4.9.4 Description of language and cultural capabilities .25 4.9.5 Character sets and character encoding25 4.9.6 Sorting order .25 4.9.7 Keyboard layouts 2
12、6 4.9.8 Spoken command vocabulary.26 4.9.9 Mobile telephony product and service design.27 4.9.10 Smart cards .27 4.9.11 User profiles28 4.9.12 Universal Communications Identifier (UCI) 29 4.10 Current constraints .29 4.10.1 Commercial.29 4.10.2 Legal .29 4.10.3 Technological and operational30 5 Requ
13、irements31 5.1 Introduction 31 5.2 User requirements.32 5.2.1 Generic user requirements 32 5.2.2 Emergency services 33 5.2.3 Repetition of preference information33 ETSI ETSI EG 202 421 V1.1.1 (2007-01) 4 5.2.4 Consistency.34 5.2.5 Privacy34 5.3 Factors affecting culture and language choices 34 5.3.1
14、 Country and region .34 5.3.2 Language and culture35 5.3.3 Accuracy of information.36 5.3.4 Specifying and changing user requirements .37 5.3.4.1 Changing cultural conventions38 5.3.4.2 Changing language skills 38 6 User profiles to support language and cultural preferences .38 6.1 Current situation
15、.38 6.2 Ideal situation .39 6.3 User profile support for user requirements.39 6.4 User profile support for system requirements 41 6.5 Rules.41 6.5.1 The concept of a rule 41 6.5.2 Conditions and actions42 6.5.3 Examples of rules .42 6.5.4 Rule exceptions.42 6.6 Address book42 6.7 Acquisition of lang
16、uage and cultural preferences 43 6.7.1 Explicit methods .43 6.7.2 Implicit methods - adaptive personalization .44 6.7.3 Combination of implicit and explicit methods45 6.8 Information sharing and privacy 45 7 Support required for multicultural communication45 7.1 Localization and internationalization
17、 .45 7.2 User profiles .46 7.3 Inferred language and cultural preferences 46 7.3.1 Assumptions .46 7.3.2 Independence of language and cultural preferences from the location of a user or information source .47 7.4 Separation of language and cultural preferences 47 7.5 Language 48 7.5.1 Choice of lang
18、uage - Negotiation .48 7.5.2 Definition of language choices .49 7.5.3 Description of language skills.50 7.5.3.1 List of possible languages .50 7.5.3.2 User language capabilities portfolio50 7.6 Language and cultural capabilities of services and terminals.53 7.6.1 Generic capabilities.53 7.6.2 Settin
19、g up language preferences for complex multilingual situations 54 7.6.3 Information provided in two modes and two languages .55 7.6.4 Language support functionality 55 7.6.4.1 Enhanced language identification .55 7.6.4.2 Enhanced speech recognition55 7.6.4.3 Writing text in a range of languages .55 7
20、.6.4.4 Flexible use of diacritical marks .56 7.6.5 Time zones56 7.6.6 Automated voice services .57 7.6.7 Call centres .57 7.6.8 Emergency service centres58 7.6.8.1 Basic emergency service access58 7.6.8.2 Access to emergency services for deaf people and people with speech impairments .60 7.6.9 Relay
21、 services with a human intermediary .60 7.6.9.1 Human Simultaneous translation/Interpretation60 7.6.9.2 Textphone relay services.61 7.6.9.3 Signing relay services .61 7.6.9.4 Automated relay services 61 7.6.9.5 Automated text to speech 61 7.6.9.6 Signing avatar .62 ETSI ETSI EG 202 421 V1.1.1 (2007-
22、01) 5 7.7 Organizations (including businesses) .62 7.8 Needs of developing nations 62 8 Scenarios 63 8.1 Multicultural and multilingual business interoperability63 8.2 Accessing services across borders64 8.3 Network announcements 64 8.4 Emergency situations .65 8.4.1 Car crash .65 8.5 Public access
23、terminals.66 8.6 Supporting tourists .66 8.7 A person with a severe hearing loss .67 9 Areas for further study .68 9.1 User profiles .68 9.2 Preference and capability negotiation.68 9.3 Content markup 69 9.4 Time zones .69 9.5 Speech related technologies .70 9.6 Language identification70 9.7 Transla
24、tion related technologies.70 9.8 Widening the concepts of language70 9.9 Mobile telecommunication devices and services .71 9.10 Application of standards.72 9.11 Public policy.72 10 Strategic conclusions72 Annex A (informative): Requirements summary 74 Annex B (informative): Recommendation summary 76
25、 B.1 Acquisition of language and cultural preferences 76 B.2 Localization and internationalization .76 B.3 User profiles .76 B.4 Inferred language and cultural preferences 76 B.5 Separation of language and cultural preferences77 B.6 Language 77 B.7 Language and cultural capabilities of services and
26、terminals 77 B.8 Organizations (including businesses).79 Annex C (informative): Bibliography.80 History 82 ETSI ETSI EG 202 421 V1.1.1 (2007-01) 6 Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining t
27、o these essential IPRs, if any, is publicly available 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. L
28、atest updates are available on the ETSI Web server (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 upda
29、tes on the ETSI Web server) which are, or may be, or may become, essential to the present document. Foreword This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF). Intended readers of the present document are: standards developers; hardware manufacturers; software dev
30、elopers; content providers (including government/public organizations); globalization, internationalization, localization and translation (GILT) companies; service providers; voice technology companies; web technology companies; policy makers; regulators. Introduction “Despite popular beliefs to the
31、 contrary, the single greatest barrier to business success is the one erected by culture. “, in the words of the world famous experts on intercultural communication, Edward T. Hall and Mildred Reed Hall D. With enlargement of the European Union, citizens will come from an ever-increasing range of co
32、untries each of which may have a range of different cultures and languages. They will also encounter many more languages and cultures as the context of both business and leisure become increasingly global. The number of tourists and immigrant workers who use non-European languages will also increase
33、 within those countries. Therefore, the range of cultures and languages that must be supported in European communication and information services will need to grow significantly. There is a need to consider a wide range of interactions including: people communicating with other people; businesses de
34、aling with customers or organizations in other countries; access to automated services. Even when language and cultural factors are considered, it will probably never be practical to present services in variants suitable for every language and cultural variation within Europe. The present document p
35、roposes various means to ensure that the most appropriate version of a service interaction is delivered to each service user. ETSI ETSI EG 202 421 V1.1.1 (2007-01) 7 One of the key eEurope 2005 objectives 3 is “to give everyone the opportunity to participate in the global information society“. By se
36、eking to remove or reduce the cultural barriers that can exclude people from such participation, the issues discussed and the recommendations made in the present document will strongly support the achievement of this goal. In addition, citizens whose cultural backgrounds are not one of the major Eur
37、opean cultures or citizens who have various disabilities could easily be excluded from accessing eGovernment, eLearning, eHealth and eBusiness services. Recommendations are also provided to address this issue. The eEurope 2005 Action Plan 3 aimed to encourage the conditions where broadband enabled c
38、ommunication would bring social as well as economic benefits. It was also hoped that e-inclusion, cohesion and cultural diversity would be supported. Such a goal will only be realized if communication and information services present content to users of those services in a form that they are able to
39、 clearly understand. This not only includes presenting information in a language that the user can understand but it also necessitates that the culture of the user is taken into account together with any other special requirements. Culturally appropriate interaction with emergency services, voice me
40、nus and network announcements will also be critical factors in ensuring that everyone can use communications services in efficient, effective and safe ways. Indeed, failing to do so could have severe, possibly fatal, consequences in emergency situations. The present document proposes ways in which e
41、veryone can be offered a cultural variant of a service best matched to their preferences and abilities, even when their preferred cultural variant is unsupported. Achieving this will require a means to determine a persons range of cultural preferences and abilities, a standard way to store them, and
42、 a means for services to access them so that the most culturally compatible service variant can be provided to the user. ETSI ETSI EG 202 421 V1.1.1 (2007-01) 8 1 Scope People communicating and accessing commercial, eGovernment, eLearning, eHealth and eBusiness and emergency services should be provi
43、ded with an interaction that is compatible with their own culture. Services should ideally be able to support the context dependent cultural and language preferences of a wide range of users, such as: people communicating with people or accessing services in other countries; a person visiting or res
44、iding in a country where the language is not their native language; an individual who only speaks a minority language of a country; someone who only has a limited vocabulary in their own language; someone who lipreads; a user of sign language; a person using the Blissymbols system; businesses dealin
45、g with customers or organizations in other countries. The present document gives examples of the language selection options available in existing products and services. It also describes some of the difficulties and barriers encountered by people attempting to communicate and access information when
46、 they are in environments where the cultures and languages are different to their own. To enable all of the above cases to be supported, the present document gives guidance on: ways in which people can define their language skills; methods to acquire information about a persons cultural preferences
47、and language skills for storage in a user profile or on a smart card (with minimum effort required by the user); methods by which the cultural preference and language proficiency information in a persons user profile (e.g. stored on a smart card) can be accessed to enable the service provider to del
48、iver the service in a form most suited to the users stated preferences and abilities; the feasibility of, and issues related to, the production and delivery of content and the handling of user input taking account of a range of cultures and languages; matching of available service variants to specif
49、ied user preferences and the resolution of conflicts between these; existing standards and guidelines that should be adopted and any additions or modifications that could be made to them; the need for the development of new standards and guidelines; the handling of country-specific legal requirements which might be incorporated into business communication and information provision services. In practice it will not be feasible to offer services in variants suitable for every cultural variation in all of these sc
