1、 ETSI TR 102 535 V1.1.2 (2007-07)Technical Report Human Factors (HF);Guidelines for real-time person-to-person communication services;Future requirementsETSI ETSI TR 102 535 V1.1.2 (2007-07) 2 Reference RTR/HF-00119 Keywords HF, interaction, quality, QoS, VoIP, video, service ETSI 650 Route des Luci
2、oles 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 document can be downloaded from: http
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6、 the foregoing restriction extend to reproduction 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 reg
7、istered by ETSI for the benefit of its Members. 3GPPTM is a Trade Mark of ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI TR 102 535 V1.1.2 (2007-07) 3 Contents Intellectual Property Rights4 Foreword.4 1 Scope 5 2 References 5 3 Definitions and abbre
8、viations.6 3.1 Definitions6 3.2 Abbreviations .9 4 Real-time person-to-person communication services: Overview and issues .10 4.1 A vision of user-centred real-time person-to-person communication services.11 4.2 The requirement for human-related technical guidelines .13 4.3 The intended guideline us
9、ers 15 5 Assessment of existing guidelines17 5.1 Guidelines in EG 202 534 3.18 5.2 Candidate guidelines: Requests for guidelines for which no base data currently exist 21 5.3 Guidelines outside the domain of person-to-person communication .22 6 Dissemination of guidelines within industry24 6.1 Scope
10、 of the web-based system24 6.2 Main functionality offered by the web-based system.26 6.2.1 Navigation.26 6.2.2 Education 27 6.2.3 Dissemination .28 6.3 Maintenance of the web-based system .29 7 Conclusions 29 8 Recommendations for further work .30 8.1 Extension of EG 202 534 330 8.2 Maintenance and
11、enhancement of the web-based system 31 History 32 ETSI ETSI TR 102 535 V1.1.2 (2007-07) 4 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 available for
12、 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 (http:
13、/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, or may
14、become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF). ETSI ETSI TR 102 535 V1.1.2 (2007-07) 5 1 Scope The present document is based on EG 202 534 3 and a web-based guideline Access and Tutorial System (http:/p
15、ortal.etsi.org/stfs/STF_HomePages/STF284/STF284.asp). The main content of EG 202 534 3 are guidelines for the real-time person-to-person communication services that provide text communication, audio communication, avatar communication, data communication, video communication and multimedia communica
16、tion. Service topics include audio-video asynchrony, video resolution, video delay and packet loss for fixed and mobile networks. User topics include communication tasks (e.g. negotiation, joint problem solving and persuasion), usage outcomes (e.g. task efficiency, task effectiveness and user satisf
17、action) and special user groups (e.g. persons who are deaf, blind and elderly). About 650 intended guideline users have been involved in the development work of EG 202 534 3 and the associated web-based system. The present document describes the requirements for guidelines and the tutorial system th
18、at were identified. It considers three main areas of future work based on experiences from the project: Enhancement of the existing EG 202 534 3 (e.g. through collection of test data on important topics). Enhancement of the web-based tutorial system. New service areas. 2 References For the purposes
19、of this Technical Report (TR), the following references apply: NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee their long term validity. 1 Hestnes, B., Brooks, P., Heiestad, S., Ulseth, T., Aaby., C. (2003): “Quality of Experience in rea
20、l-time person-person communication - User based QoS expressed in technical network QoS terms“, Proceedings of the 19th International Symposium on Human Factors in Telecommunication, Berlin, Germany, December 1-4 2003, pp. 3-10. 2 ETSI TR 102 274: “ Human Factors (HF); guidelines for real-time person
21、-to-person communication services“. 3 ETSI EG 202 534: “Human Factors (HF); guidelines for real-time person-to-person communication services“. 4 Heim, J., Brooks, P., Flstad, A., Schliemann, T., Hestnes, B., Heiestad, S., et al. (2001). “Final Verification of Real-time Communication Requirements“. P
22、roject IST-1999-11577 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies, EC Deliverable IST11577/SEF/DIS/DS/Pub/001/a1, October 2001. 5 Brooks, P., Hestnes, B., Heiestad, S., Aaby, C. (2006):. “Communicating Quality of Experience data for the development of multimedia servic
23、es“. Proceedings of the 20th International Symposium on Human Factors in Telecommunication, Sophia Antipolis, France, March 21-23 2006, (available from http:/www.hft.org/HFT06/HFT-06-programme.htm). 6 Brooks P, Brundell P, Hamnes K, Heiestad S, Heim J, Hestnes B, Heydari B, OMalley C, Schliemann T,
24、Skjetne JH, Ulseth T (1999): “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. 7 Brooks P, Schliemann T, Hestnes B, Frowein H, Aaby C, OMalley C, (2003): “Final Report Project IST-1999-115
25、77 Eye-2-Eye: Fitness-for-Purpose of Person-Person Communication Technologies“. EC Deliverable IST11577/SEF/DIS/DS/Pub/008/b1, June 2003. ETSI ETSI TR 102 535 V1.1.2 (2007-07) 6 8 Hamnes K, Brooks P, Brundell P, Heiestad S, Heim J, Hestnes B, Heydari B, OMalley C, Schliemann T, Skjetne JH, Ulseth T.
26、 (1999): “Specifications of Fitness-for-Purpose. ACTS Project AC314 Vis-Vis: Fitness-for-Purpose of Videotelephony in Face-to-Face Situations“. CEC Deliverable A314/Tel/MuM/DS/P/004/b1, June 1999. 9 Hestnes B, Heiestad S, Ulseth T, Schliemann T, Brooks P, Flstad A, Frowein H, Aaby C, OMalley C, Brun
27、dell 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. 10 Hestnes B, Paint F, Geers R, Heiestad S, Fuglem I, Alapnes S, Bje
28、lke P C. 3G service optimization. Fornebu, Telenor R Human Factors in Videotelephony“. 12 ETSI ES 201 275: “Human Factors (HF); User control procedures in basic call, point-to-point connections, for Integrated Services Digital Network (ISDN) videotelephony“. 13 ETSI TS 300 375: “Human Factors (HF);
29、Pictograms for point-to-point videotelephony“. 14 ETSI ETR 175: “Human Factors (HF); User procedures for multipoint videotelephony“. 15 ETSI EG 202 132: “Human Factors (HF); User Interfaces; guidelines for generic user interface elements for mobile terminals and services“. 16 ETSI EG 202 416: “Human
30、 Factors (HF); Guidelines for set-up procedures for mobile terminals and services“. 17 ETSI EG 202 417: “Human factors; User education guidelines for mobile terminals and services“. 18 ETSI EG 202 421: “Human Factors (HF); Multicultural and language aspects of multimedia communications“. 19 ETSI ETR
31、 160: “Human Factors (HF); Human Factors aspects of mulitmedia telecommunications“. 20 ISO 9241-11 (1998): “Ergonomic requirements for office work with visual display terminals (VDTs) Part 11: Guidance on usability“. 21 ITU-T Recommendation E.860: “Framework of a service level agreement“. 3 Definiti
32、ons and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: almost live streaming: download and play service with the purpose of showing new information as a whole (e.g. last news) NOTE: This is often associated with live streaming despi
33、te the use of FTP instead of RTSP. See also live streaming. 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. Typically the audio information arrives before the video information in an as
34、ynchronous 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 250 ms and video delay is 200 ms, then asynchrony is -50 ms). audio communication: use of a service that transm
35、its voice in real-time over a telecommunication network, such as ordinary telephony with a handset and loud-speaking audio conferencing ETSI ETSI TR 102 535 V1.1.2 (2007-07) 7 audio conferencing: telephone service that does not rely on amplification of the voice signal in very close proximity to the
36、 recipients ear; i.e. loud-speaking audio communication 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 us
37、ing a handset as distinct from loud-speaking audio conferencing avatar communication: use of a service that transmits voice signals in real-time over a telecommunication network in combination with a graphical (human) representation of the speaker bandwidth: range of frequencies which can safely be
38、conveyed in a communication channel burst packet loss: loss of two or more packets in sequence 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 o
39、f the ETSI definition of a representation medium, which has various possible coded forms (ETR 160 19, 1995). communication service: service that is provided via a telecommunication network NOTE: Examples are audio-telephony, email, videoconferencing, avatar-telephony, audio conferencing. communicati
40、on situation: combination of task, motive, content and user (group) characteristics communicative behaviour: end-user behaviour while using a communication service, including turn taking, interruptions, verbal and non-verbal back-channels and gaze conversational text: See real-time text. data commun
41、ication: use of a service that transmits personal computer-based information (e.g. presentation slides) in real-time over a telecommunication network in conjunction with the transmission of voice signals in real-time duration: length of time of the communication task dyadic communication: (distance)
42、 communication between two people effectiveness: (ISO 9241 20 definition) accuracy and completeness with which specified users can achieve specified goals in particular environments efficiency: (ISO 9241 20 definition) resources expended in relation to the accuracy and completeness of goals achieved
43、 end-users: people who use a communication service for person-to-person communication frame-rate: frequency by which a full video frame is updated, sometimes called video temporal resolution or image frequency group: (distance) communication between three or more people NOTE: Either in a point-to-po
44、int or a multi-point configuration. interpersonal perception: extent to which the perception of the other persons attributes (how likeable, intelligent, friendly etc.) is positive or negative lip synchrony: coincidence of lip movements with spoken sound, as is the case in face-to-face communication.
45、 Non-coincidence is a case of asynchrony live streaming: the use of streaming protocol (e.g. RTSP) for continuous download and playing information media effects: effect a particular communication medium has on an end-users task outcome, communicative behaviour, attitudes and beliefs media/medium: Se
46、e communication media/medium. ETSI ETSI TR 102 535 V1.1.2 (2007-07) 8 monitor size: number in inches of the diagonal of the image screen on a screen multimedia communication: use of a service that transmits voice, video and data signals in real-time over a telecommunication network multi-point: dist
47、ance communication between three or more locations network quality of service: degree of conformance of the service delivered to a user by a provider with an agreement between them NOTE: From ITU-T Recommendation E.860 21. packet loss: loss of one packet that can be described using a certain statist
48、ical model packet size: the maximum number of bits in a packet transmitted over a packet switching network as part of a message transferred from one user to another point-to-point: distance communication between two locations Quality of Experience: the performance of users when using what is present
49、ed by a communication service or application user interface NOTE 1: It takes into account the individual Quality of Services and measures the acceptability of a service or application by including factors such as usability, utility, fidelity and level of support from the application or service provider (e.g. sales, delivery, error corrections). NOTE 2: Quality of Experience is derived from users usage of a service (see also Quality of Service). EXAMPLE: A service provider may conclude that a parti
