1、 ETSI EG 202 670 V1.1.2 (2010-03)ETSI Guide Human Factors (HF);User Experience Guidelinesfor real-time communication servicesexpressed in Quality of Service termsETSI ETSI EG 202 670 V1.1.2 (2010-03)2Reference REG/HF-00133 Keywords interaction, quality, service ETSI 650 Route des Lucioles F-06921 So
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8、202 670 V1.1.2 (2010-03)3Contents Intellectual Property Rights 5g3Foreword . 5g3Introduction 5g31 Scope 7g32 References 7g32.1 Normative references . 7g32.2 Informative references 8g33 Definitions and abbreviations . 11g33.1 Definitions 11g33.2 Abbreviations . 15g34 Overview of the real-time communi
9、cation services addressed in the present document . 16g34.1 Text communication . 20g34.2 Speech communication . 20g34.3 Video communication (including speech) 20g34.3.1 Face-to-face video communication . 20g34.3.2 Remote inspection or see what I see (SWIS) video communication . 20g34.4 Multimedia co
10、mmunication 21g34.5 Real-time games . 21g34.6 TV including PC TV and Mobile TV . 21g35 Overview of user experience guidelines expressed in Quality of Service terms 21g36 Advice on using the Guide . 24g36.1 Requirements for guidelines . 25g36.2 The structure of the guidelines . 25g36.3 Maturity and r
11、estrictions of the guidelines . 26g37 The guidelines 26g37.1 Text communication . 27g37.2 Speech communication . 30g37.3 Video communication (including speech) 41g37.3.1 Video communication: Face-to-face . 41g37.3.2 Video communication: Remote inspection . 57g37.3.3 Video communication: Multi-point
12、and heterogeneous networks 63g37.4 Multimedia communication 64g37.5 Real-time games . 72g37.6 TV 74g37.6.1 PC TV . 74g37.6.2 Mobile TV 76g37.7 Service selection . 85g3Annex A: Requirements for guidelines and a web-based guideline and tutorial system . 92g3A.1 Requirement derivation process . 92g3A.2
13、 Requirements for guidelines . 92g3A.2.1 Provide information on key topics of concern that will aid development choices . 92g3A.2.2 Provide information on related concepts 93g3A.2.3 Provide user experience data that can be used from different perspectives 93g3A.2.4 Link QoS and user experience varia
14、bles 93g3A.2.5 Provide information about user behaviour that is feasible to apply 94g3A.3 Requirements for a web-based system . 94g3Annex B: Sources for the guidelines . 95g3ETSI ETSI EG 202 670 V1.1.2 (2010-03)4B.1 Bespoke user studies 95g3B.1.1 Laboratory experiments 95g3B.1.2 Field studies 96g3B.
15、1.3 Survey 96g3B.1.4 Expert review and expert panels . 96g3B.2 Existing literature . 97g3History 98g3ETSI ETSI EG 202 670 V1.1.2 (2010-03)5Intellectual Property Rights IPRs essential or potentially essential to the present document may have been declared to ETSI. The information pertaining to these
16、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. Latest up
17、dates 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 updates on t
18、he 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). The present document is primarily for the HF community. The present document updates and replaces EG 202 534 i.1
19、1. New guidelines have been added and some guidelines from EG 202 534 i.11 were not considered relevant for the present document (e.g. because of being out of date with technology developments). In addition, whereas EG 202 534 i.11 focused on person-to-person (two-way) communication services, the pr
20、esent document extends to real-time person-to-machine (one-way) communication services. Introduction The real-time communication services that are currently available and in development place different demands on the communication channel and terminal equipment. Also they continue to evolve for both
21、 mobile and fixed usage. The services offer great potential but also complex choices regarding the most appropriate technologies and media that are suitable for different communication situations. Taking video communication as an example, there are advances at the two extremes of usage: for video ca
22、lls with mobile telephones and conference-room Telepresence systems and between these extremes video communication is increasingly available through personal computer-based Web-conferencing services. TR 102 353 i.64 identified the need to develop guidelines on real-time communication services. The m
23、ain aim is to provide guidelines for network operators, equipment manufacturers and service providers that address the user experience of different communication services in terms of either: the configuration and quality of service (QoS) of a particular communication service; the best choice between
24、 different communication services, where user experience data exists to enable recommendations on the basis of of set-up time, reliability, type of user tasks and user situations. The general requirements for the guidelines contained in the present document are / main inclusion criteria for the guid
25、elines are: Empirical basis - the guidelines are based on user test results where data has been collected on user performance and/or user opinion. The guidelines are therefore justified on the basis of either a laboratory experiment, field study, survey or an expert panel of people with empirical kn
26、owledge gained through experience with users or user tests. Known QoS - the test systems were of specified QoS parameter values, thereby enabling a statement of expected user experience for a given service with particular QoS. Technology independent - because the user experience results were related
27、 to test systems with specified QoS rather than a particular technology. ETSI ETSI EG 202 670 V1.1.2 (2010-03)6 Vendor independent - because the user experience results were related to test systems with specified QoS rather than a particular vendor. User communication phase - the guidelines concern
28、user experience once communication is established, therefore the guidelines do not address interface design and call control; Stakeholder interest - priority has been given to developing guidelines in areas where stakeholder interest has been shown or is anticipated. Therefore Guidelines are provide
29、d for topics that have been identified as important for intended guideline users and for which user-based data existed or could be collected. For this reason, the development of guidelines from published literature is not exhaustive. The guidelines are grouped into topics that include different user
30、 tasks (e.g. decision making, negotiation, persuasion), technical parameters (e.g. delay, packet loss, frame-rate) and special user groups (e.g. people with speech impairments, deaf and hearing impaired people, people with cognitive impairments). The user test results are derived primarily from indu
31、stry and European Commission Framework Programme research reports, journal articles, conference proceedings and standards documents. ETSI ETSI EG 202 670 V1.1.2 (2010-03)71 Scope The present document provides guidelines for the user experience of real-time communication services. The services includ
32、e person-to-person (two-way) communication and person-to-machine (one-way) communication. The present document is revised from EG 202 534 i.11 that was restricted to person-to-person communication services. The revision adds new guidelines that have been requested by stakeholders and omits some of t
33、he previous guidelines that are no longer considered relevant. The guidelines are based on empirical data about user experience. Most of the data is obtained from scientific papers. A minority of guidelines are based on existing standardisation documents to ensure that relevant normative and informa
34、tive standards material is clear amongst results available from journal articles, conference papers, research reports, etc. The present document does not replace any existing standards. Most of the guidelines derived from scientific papers are specific to a particular context, in that the original u
35、ser tests were for specific tasks, users and technical parameters and therefore the results may not be generalisable. Although the guidelines provide information about the main user experience measure(s) and technical parameter(s) of a particular test result, it is beyond the scope of the present do
36、cument to provide all of the variables concerned with each user test. However, the origin of each empirical source of a guideline is shown and listed in the References. Those readers interested in the details of a particular guideline empirical source are also directed to a web-based system (http:/p
37、ortal.etsi.org/stfs/STF_HomePages/STF354/) that provides this information. 2 References References are either specific (identified by date of publication and/or edition number or version number) or non-specific. For a specific reference, subsequent revisions do not apply. Non-specific reference may
38、be made only to a complete document or a part thereof and only in the following cases: - if it is accepted that it will be possible to use all future changes of the referenced document for the purposes of the referring document; - for informative references. Referenced documents which are not found
39、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 Normative references The following referenced documents ar
40、e indispensable for the application of the present document. For dated references, only the edition cited applies. For non-specific references, the latest edition of the referenced document (including any amendments) applies. Not applicable. ETSI ETSI EG 202 670 V1.1.2 (2010-03)82.2 Informative refe
41、rences The following referenced documents are not essential to the use of the present document but they assist the user with regard to a particular subject area. For non-specific references, the latest version of the referenced document (including any amendments) applies. i.1 Anderson, A., Smallwood
42、, S., MacDonald, R., Mullin, J., Fleming, A. Overbeeke, K., Monk, A., Wright, P. (Eds) (2004). “Funology: From Usability to Enjoyment“ Kluwer Academic. i.5 Brennan, D., Georgeadis, A., Baron, C., Barker, L. (2004): “The Effect of Videoconference-Based Telerehabilitation on Story Retelling Performanc
43、e by Brain-Injured Subjects and Its Implications for Remote Speech-Language Therapy“, Telemedicine Journal and e-Health. June 1, 2004, 10(2): 147-154. i.6 Brooks, P., Schliemann, T., Hestnes, B., Frowein, H., Aaby, C., OMalley, C. (2003): “Final Report Project IST-1999-11577 Eye-2-Eye: Fitness-for-P
44、urpose of Person-Person Communication Technologies“. EC Deliverable IST11577/SEF/DIS/DS/Pub/008/b1, June 2003. i.7 Brooks, P. Guidelines for real-time person-to-person communication services“. i.12 ETSI ES 202 667 : “Speech and multimedia Transmission Quality (STQ); Audiovisual QoS for communication
45、 over IP networks“. i.13 ETSI ES 202 737: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for narrowband VoIP terminals (handset and headset) from a QoS perspective as perceived by the user“. i.14 ETSI ES 202 738: “Speech and multimedia Transmission Quality (STQ); Transm
46、ission requirements for narrowband VoIP loudspeaking and handsfree terminals from a QoS perspective as perceived by the user“. i.15 ETSI ES 202 739: “Speech and multimediaTransmission Quality (STQ); Transmission requirements for wideband VoIP terminals (handset and headset) from a QoS perspective as
47、 perceived by the user“. i.16 ETSI ES 202 740: “Speech and multimedia Transmission Quality (STQ); Transmission requirements for wideband VoIP loudspeaking and handsfree terminals from a QoS perspective as perceived by the user“. ETSI ETSI EG 202 670 V1.1.2 (2010-03)9i.17 ETSI ETR 292: “Terrestrial T
48、runked Radio (TETRA); Voice plus Data (V+D); Technical requirements specification; Network management“. i.18 ETSI TR 102 535: “Human Factors (HF); Guidelines for real-time person-to-person communication services; Future requirements“. i.19 ETSI ETR 334: “Human Factors (HF); The implications of human
49、 ageing for the design of telephone terminals“. i.20 ETSI ETR 297: “Human Factors (HF); Human Factors in Videotelephony“. i.21 ETSI TS 122 105: “Universal Mobile Telecommunications System (UMTS); Services and service capabilities (3GPP TS 22.105)“. i.22 ETSI TS 123 107: “Digital cellular telecommunications system (Phase 2+); Universal Mobile Telecommunications System (UMTS); LTE; Quality of Service (QoS) concept and architecture (3GPP TS 23.107 Release 8)“. i.23 Flstad, A., Brooks, P., Heim, J., Schliemann
