1、 ETSI TR 102 783 V1.1.2 (2010-03)Technical Report Human Factors (HF);Web-based Guideline and Tutorial System forReal-time Communication Services;QoE (Quality of Experience) expressed inQoS (Quality of Service) terms;Supporting and maintenance informationETSI ETSI TR 102 783 V1.1.2 (2010-03) 2Referen
2、ce RTR/HF-00132 Keywords interaction, quality, service 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
3、 notice Individual copies of the present document can be downloaded from: http:/www.etsi.org The present document may be made 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 Por
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5、on on the current status of this and other ETSI documents is available at http:/portal.etsi.org/tb/status/status.asp If you find 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 m
6、ay be reproduced except as authorized by written permission. The copyright and the foregoing restriction extend to reproduction in all media. European Telecommunications Standards Institute 2010. All rights reserved. DECTTM, PLUGTESTSTM, UMTSTM, TIPHONTM, the TIPHON logo and the ETSI logo are Trade
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8、M and the GSM logo are Trade Marks registered and owned by the GSM Association. ETSI ETSI TR 102 783 V1.1.2 (2010-03) 3Contents Intellectual Property Rights 4g3Foreword . 4g31 Scope 5g32 References 5g32.1 Normative references . 5g32.2 Informative references 5g33 Definitions and abbreviations . 6g33.
9、1 Definitions 6g33.2 Abbreviations . 7g34 Overview of the System . 7g34.1 The main facilities of the web-based system 7g34.1.1 Navigation facility 7g34.1.2 Education facility 9g34.1.3 Dissemination facility . 10g34.2 Types of Guidelines 10g34.3 Types of tutorials 11g35 Overview of the design. 11g35.
10、1 Find Guideline module . 13g35.2 Take tutorial module 14g35.3 Maintenance requirements of the web-based system . 15g36 Design considerations. 15g36.1 Rationale for the design 15g36.2 Realisation and Implementation . 16g37 Internal data model . 19g3History 22g3ETSI ETSI TR 102 783 V1.1.2 (2010-03) 4
11、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 ETSI members and non-members, and can be found in ETSI SR 000 314: “Intellectual Property
12、 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, includi
13、ng 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 been pr
14、oduced by ETSI Technical Committee Human Factors (HF). ETSI ETSI TR 102 783 V1.1.2 (2010-03) 51 Scope The present document provides documentation on the specification, implementation and maintenance of the WBGTS (Web-based Guideline and Tutorial System) for real-time communication services. The WBGT
15、S can be accessed from the ETSI site: http:/portal.etsi.org/stfs/STF_HomePages/STF354/. It contains guidelines from EG 202 670 i.1. It is based on a specification of user requirements described in TR 102 643 i.3. Like EG 202 670 i.1, the Web-based system presents guidelines for real-time communicati
16、on services that provide text communication, speech communication, video communication, multimedia communication, IP-TV, mobile-TV and real-time games. Unlike EG 202 534 i.9, the Web-based system offers both greater detail of the empirical sources of each guideline and tutorials on key concepts to s
17、upport understanding and applying the guidelines. 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 be made only to a complet
18、e 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 to be publicly available
19、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 are indispensable for the a
20、pplication 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. 2.2 Informative references The following referenced documents are not essential to
21、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 ETSI EG 202 670: “Human Factors (HF); User Experience Guidelines for real-time communi
22、cation services expressed in Quality of Service terms“. i.2 ETSI TR 102 535: “Human Factors (HF); Guidelines for real-time person-to-person communication services; Future requirements“. i.3 ETSI TR 102 643: “Human Factors (HF); Quality of Experience (QoE) requirements for real-time communication ser
23、vices“. ETSI ETSI TR 102 783 V1.1.2 (2010-03) 6i.4 Hestnes, B., Brooks, P., Heiestad, S. (2009): “QoE (Quality of Experience) - measuring QoE for improving the usage of telecommunication services“, Telenor R Guidelines for real-time person-to-person communication services“. i.10 ISO 9001: “Quality m
24、anagement systems - Requirements“. 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: Quality of Experience (QoE) (1): measure of user performance based on both objective and subjective psychological measures of using
25、an ICT service or product NOTE 1: It takes into account technical parameters (e.g. QoS) and usage context variables (e.g. communication task) and measures both the process and outcomes of communication (e.g. user effectiveness, efficiency, satisfaction and enjoyment). NOTE 2: The appropriate psychol
26、ogical measures will be dependent on the communication context. Objective psychological measures do not rely on the opinion of the user (e.g. task completion time measured in seconds, task accuracy measured in number of errors). Subjective psychological measures are based on the opinion of the user
27、(e.g. perceived quality of medium, satisfaction with a service). EXAMPLE: A service provider may conclude that a service with a certain level of QoS used for a particular communication situation offers users excellent QoE, whist with a different level of QoS provides poor QoE. Quality of Experience
28、(QoE) (2): overall acceptability of an application or service, as perceived subjectively by the end-user NOTE 1: Quality of experience includes the complete end-to-end system effects (client, terminal, network, services infrastructure, etc.). NOTE 2: Overall acceptability may be influenced by user e
29、xpectations and context. NOTE 3: ITU-T Recommendation P.10/G.100 Amendment 2 i.6 definition. Quality of Service (QoS): totality of characteristics of a telecommunications service that bear on its ability to satisfy stated and implied needs of the user of the service NOTE: ITU-T Recommendation E.800
30、i.5 definition. real-time communication service: service with which users expect to share information instantly and continuously with one or more other user NOTE 1: A real-time communication service generates and delivers either text, audio, graphics, video and data or some combination of these comm
31、unication media. ETSI ETSI TR 102 783 V1.1.2 (2010-03) 7NOTE 2: The information sharing process occurs either by: (1) a person interacting via technology directly to another person (person-to-person) or; (2) a person interacting with a machine (person-to-machine). EXAMPLE: An example real-time perso
32、n-to-person communication service is videoconferencing and an example real-time person-to-machine communication service is Live TV. 3.2 Abbreviations For the purposes of the present document, the following abbreviations apply: BC Book Chapter CP Conference Proceedings EP Expert Panel FAQ Frequently
33、asked questions ICT Information and Communications Technology IP-TV Internet Protocol Television ITU International Telecommunication Union JA Journal Article QoE Quality of Experience QoS Quality of Service RA Research ArticleREF ReferenceRR Research Report STF Specialist Task Force WBGTS Web-Based
34、Guidelines and Tutorial System WP Workshop Proceedings 4 Overview of the System The Web-Based Guideline and Tutorial System (WBGTS) addresses the Quality of Experience (QoE) of real-time communication services by providing guidelines developed from user test results. Each guideline includes one or m
35、ore important Quality of Service (QoS) parameter that was tested with users. Therefore the web-based system provides QoE Guidelines expressed in QoS terms. A description of the concepts of QoE and QoS and how guidelines are developed is provided in i.4. An overview of the real-time communication ser
36、vices covered is provided in TR 102 643 i.3. The guidelines are from EG 202 670 i.1 and the WBGTS is based on a specification of user requirements described in TR 102 643 i.3. 4.1 The main facilities of the web-based system The web-based System offers three main facilities: Navigation Education Diss
37、emination 4.1.1 Navigation facility The aim of the navigational facility is to assist guideline users to discover whether or not guidelines exist that cover the issue in which they are interested. The navigation facility offers three paths to reach a specific guideline, via: Communication services G
38、uideline topics ETSI ETSI TR 102 783 V1.1.2 (2010-03) 8 User keyword search EXAMPLE: A network provider is considering launching a new ADSL product for video calls. A Strategic network planner in this organization would like to determine the number of subscriptions that are possible on the same sub-
39、network. By using the “Find a guideline“ link it is possible to find guidelines about “Services“ and then “Video communication“ as a Service sub-set. Also, navigating through the Topic of “Technical parameters“ will similarly lead to information on Packet loss. If the need concerns one specific serv
40、ice, such as Speech communication, all other information is excluded. This is also the case when selecting a particular topic, such as “Purpose of communication“. If the topic of “Purpose of communication“ is chosen and then Negotiation task, then all guidelines from user tests based on a negotiatio
41、n context will be presented for all the services for which there are test results. If neither of these paths provide relevant information for a particular guideline user it is possible that the general search engine could identify additional information. There could be a problem with terminology; fo
42、r example, between use of the words “Delay“ and “Latency“. Whilst navigating via Services and Topics enables a relatively simple but effective traverse through a relatively broad information space, the Search function is available as a final option to the user when necessary. The navigation engine a
43、lso enables guideline users to enter deeper into available data than in a traditional ETSI Standard, ETSI Guide or an ETSI Technical Report. Due to the constraints of a mainly “linear“ paper or electronic document, these documents usually present single-sentence summary justifications for guidelines
44、 whereas detailed information for each empirical source is made available with the web-based system. These detailed justifications provide more comprehensive information about the test result from which it is derived (e.g. types of users, experimental design, complete technical set-up, statistical r
45、esults). Some key original literature sources for the guidelines are also available for download directly by the user of the web-based system. Table 1 shows the services and topics in which the Guidelines are grouped. ETSI ETSI TR 102 783 V1.1.2 (2010-03) 9Table 1: Guideline topics per service Servi
46、ce Topic Service Topic Text communication Delay Face-to-face video (continued) Deaf or hearing impairment Duration Speech impairmentNegotiation Remote inspection video Audio-video asynchrony Person perception Resolution Deaf or hearing impairment Frame-rate Speech communication Delay Packet loss Ste
47、reo Cost-benefitSpatial speaker recognition Self view Packet loss Instruction task Media Quality Problem solving task Business communication Showing surroundings User performance Object recognition task Listening task Blind or visual impairment Negotiation task Multipoint video Window configuration
48、Problem solving task Multimedia communication Audio-video asynchrony Instruction task AppearancePerson perception Eye contact Elderly Media QualityDeaf or hearing impairment Urgency Face-to-face video Packet loss Deaf or hearing impairment Audio-video asynchrony Cognitive impairment Delay Medical in
49、terview task Packet loss Real-Time Games Delay Resolution Media Quality Background noise Screen size Person perception Reliability Social wellbeingCost-benefit IP-TV Frame-rateUrgency Packet lossNegotiation task Colour depth Problem solving task Mobile TV Frame-rate Instruction task ResolutionDecision making task Packet loss Medical interview task Bit-rate Group video communication Screen size Human support Content type Appearance Pattern of useEye contact Viewing distance Person perception 4.1.2 Education facility The aim of the
