1、 ETSI TR 103 073 V1.1.1 (2003-11)Technical Report Universal Communications Identifier (UCI);Improving communications for disabled,young and elderly peopleETSI ETSI TR 103 073 V1.1.1 (2003-11) 2 Reference DTR/HF-00047 Keywords Ageing, children, HF, MMI, smart card, UCI, user ETSI 650 Route des Luciol
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6、 Telecommunications Standards Institute 2003. 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. 3GPPTM is a Trade Mark o
7、f ETSI registered for the benefit of its Members and of the 3GPP Organizational Partners. ETSI ETSI TR 103 073 V1.1.1 (2003-11) 3 Contents Intellectual Property Rights5 Foreword.5 Introduction 5 1 Scope 6 2 References 6 3 Definitions and abbreviations.7 3.1 Definitions7 3.2 Abbreviations .7 4 Backgr
8、ound 7 4.1 The benefits of UCI with evolving network architectures7 4.1.1 The Universal Communications Identifier (UCI) .7 4.1.2 The Personal User Agent (PUA).8 4.1.3 The Service Agent (SA)8 4.1.4 The UCI in operation 9 4.1.5 Some UCI benefits relevant to disabled, elderly and young people .9 4.2 Th
9、e need for a “Design for All“ approach10 4.3 Changes of relevant user characteristics.11 5 The requirements capture process 12 5.1 Methodology 12 5.2 Taxonomy of key user characteristics/issues for UCI consideration12 5.3 In-depth Interviews.13 5.4 Questionnaires14 5.5 Comment on interviews and ques
10、tionnaires.15 6 Important communication issues identified15 6.1 Requirements focus 16 6.2 Accessibility.16 6.3 Usability .16 6.3.1 Performing the sequence of steps required to make a call 16 6.3.2 Lifting a handset and ending a call .17 6.3.3 Accurately dialling telephone numbers.17 6.3.4 Rememberin
11、g telephone numbers.17 6.3.5 Looking up telephone numbers in address books and directories.17 6.3.6 Needing reassurance .18 6.3.7 Participating in an effective conversation.18 6.3.8 Using interactive voice response (IVR) systems 18 6.3.9 Usability conclusions18 6.4 Privacy and trust.19 6.4.1 Exposin
12、g vulnerability19 6.4.2 Allowing public access .19 6.4.3 Avoiding unwanted communications20 6.4.4 Dealing with sensitive communications .20 6.5 Control of communications set-up .21 6.5.1 Initial set-up21 6.5.2 Delegation of control 22 6.5.3 Adapting to changing user requirements 22 6.6 Control of ma
13、king a communication22 6.6.1 Being aware of the financial implications of a communication22 6.6.2 Making urgent communications to a partner/carer/parent 23 6.6.3 Providing a reminder and reassurance call facility .23 6.7 Contacting the emergency services 24 7 Conclusion24 ETSI ETSI TR 103 073 V1.1.1
14、 (2003-11) 4 Annex A: Generic user requirements for communications systems 25 A.1 Notes relating to the user requirements25 A.1.1 Origin of the user requirements25 A.1.2 Assumptions concerning the Universal Communications Identifier 25 A.1.3 Dependencies and conflicts 25 A.2 The user requirements 25
15、 A.2.1 Unifying the control of communications25 A.2.2 Seamless communication across networks and services 26 A.2.3 Increasing the options available to the originator.26 A.2.4 Increasing the options available to the recipient.26 A.2.5 Dealing with communications conflicts between originator and recip
16、ient.26 A.2.6 Maintaining backward compatibility26 A.2.7 Trust in the system .27 A.2.8 Appropriate level of privacy.27 Annex B: Organizations consulted28 B.1 Organizations associated with young children.28 B.2 Organizations associated with elderly people 28 B.3 Organizations associated with people w
17、ith disabilities28 Annex C: Questionnaires .29 History 57 ETSI ETSI TR 103 073 V1.1.1 (2003-11) 5 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 avail
18、able 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 updates are available on the ETSI Web serve
19、r (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 the ETSI Web server) which are, or may be,
20、 or may become, essential to the present document. Foreword This Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF). Introduction User requirements for Universal Communication Identification (UCI) based services have been specified in EG 201 940 3. The technical i
21、mplications of implementing these user Requirements were reported in EG 202 067 5. The impact of UCI systems in improving the usability of communications has been described in TR 103 077 7. One specific area of usability identified in TR 103 077 7 has been the consideration of features of UCI system
22、s which might be used to improve communications both for people with various functional impairments (e.g. people with different disabilities and some elderly people) and also for young people (up to 12 years of age). There are aspects of UCI systems that would appear to offer significant potential f
23、or improving communications for these groups of users. The current document describes the most important communication requirements related to disability, ageing and young people and the method by which they were determined. An adapted version of the taxonomy of EG 202 116 6 was used to ensure the i
24、nclusion of a representative sample of organizations in the consultation process so that the requirements would be as comprehensive as possible. Particular attention has been given to requirements related to access for people in the workplace and to ease of contacting emergency services. Representat
25、ive international and national user groups were consulted in the preparation of the current document. Input from these groups, using face to face interviews and questionnaires, has been used to ensure that the any proposals made represent practical approaches to addressing the most important communi
26、cation problems experienced by each group. Groups targeted have been identified using the taxonomy. Priorities for the different communication problems have been taken from the various user groups consulted. Recommendations on these issues will be the subject of an ETSI Guide. ETSI ETSI TR 103 073 V
27、1.1.1 (2003-11) 6 1 Scope The present document reports on the use of UCI systems to improve communications for disabled, young people (up to 12 years of age) and elderly people. In addition the present document reports the process that was used to determine the important communication usability issu
28、es identified by means of consultations with key stakeholders (e.g. groups representing disabled people, elderly users and young people up to 12 years of age) and more widely distributed questionnaires. Current communication barriers and problems experienced by these groups, derived from the consult
29、ations and questionnaires are highlighted. These issues form the basis for identifying where UCI solutions to the communication problems are needed. It takes those issues relevant to accessibility already identified in previous UCI documents 3, 5 and 7 and considers them in relation to the material
30、in the ETSI Guidelines for ICT Products and Services: “Design for All“ document 6. The present document includes a taxonomy of the most relevant disabilities and effects related to ageing and young people that could be addressed by UCI systems. This taxonomy established a framework for ensuring that
31、 a comprehensive range of stakeholders were consulted. 2 References For the purposes of this Technical Report (TR), the following references apply: 1 CEN/CENELEC Guide 6: “Guidelines for standards developers to address the needs of older persons and persons with disability“. 2 ETSI EG 201 472: “Huma
32、n Factors (HF); Usability evaluation for the design of telecommunication systems, services and terminals“. 3 ETSI EG 201 940: “Human Factors (HF); User identification solutions in converging networks“. 4 ETSI TR 102 133: “Human Factors (HF); Access to ICT by young people: issues and guidelines“. 5 E
33、TSI EG 202 067: “Universal Communications Identifier (UCI); System framework“. 6 ETSI EG 202 116: “Human Factors (HF); Guidelines for ICT products and services; “Design for All“. 7 ETSI TR 103 077: “Universal Communications Identifier (UCI); Maximizing the usability of UCI based systems“. 8 Roe, Pat
34、rick R. W. (ed.) (2001): “Bridging the GAP? Access to telecommunications for all people“, The Commission of the European Communities. 9 “Eurostat yearbook 2003 - The statistical guide to Europe - Data 1991-2001“, The Statistical Office of the European Communities, Luxembourg. 10 Katz and all (1997):
35、 “Public attitudes to towards voice-based electronic messaging technologies in the United States: a national survey of opinions about voice response units and telephone answering machines“, Behaviour and Information Technology, Vol. 16, No. 3, 125-144. 11 Dulude, Louise (2002): “Automated telephone
36、answering systems and aging“, Behaviour and Information Technology, 2002, Vol. 21, No 3, 171-184. 12 ETSI ETR 329 (ed.1 (1996-12): “Human Factors (HF); Guidelines for procedures and announcements in Stored Voice Services (SVS) and Universal Personal Telecommunication (UPT)“. ETSI ETSI TR 103 073 V1.
37、1.1 (2003-11) 7 3 Definitions and abbreviations 3.1 Definitions For the purposes of the present document, the following terms and definitions apply: Universal Communications Identifier (UCI): descriptor which provides a single identifier for all personal communications 3.2 Abbreviations For the purp
38、oses of the present document, the following abbreviations apply: CLI Calling Line Identification ICT Information and Communications Technology ISDN Integrated Services Digital Network PUA Personal User Agent SA Service Agent UCI Universal Communications Identifier 4 Background 4.1 The benefits of UC
39、I with evolving network architectures Implementation of UCI systems as proposed in 1 and 2 will overcome the many limitations that arise from the use of the current identifiers in todays communications systems. When the UCI is used within a supporting network architecture it will: support the fundam
40、ental generic user requirements for communication (see annex A); identify the user not the terminal or service; avoid the need to have many different identifiers for a range of different communications services; provide the potential for verifying the true identity of the originator or recipient of
41、a communication; remain unchanged when moving to a different service provider or service type; provide a common environment for the management and control of all personal communications irrespective of service type (as opposed to a range of different control mechanisms that are service specific); al
42、low user profiles to be set up to provide comprehensive management of outgoing and incoming communications. ensure that any special requirements are automatically catered for with both incoming and outgoing communications. In a UCI system, every user has at least one UCI each with an associated Pers
43、onal User Agent (PUA). For every service used, the user has an associated Service Agent (SA). This is described in clause 4.1.3. 4.1.1 The Universal Communications Identifier (UCI) The UCI is a single, unique identifier for a user. It consists of an alphanumeric part, a numeric part and an additiona
44、l information field (not directly seen by those making or receiving communication). It is only the numeric part of the UCI that is unique and hence it is this that uniquely identifies the user. The UCI would be allocated by a trusted authority and be stable, i.e. it would not change over time even w
45、ith a change of service provider. ETSI ETSI TR 103 073 V1.1.1 (2003-11) 8 e.g. John Smith8837460633789 Some of the key characteristics of the UCI are: it is a unique identifier for a person, role or organization; it allows a “user-friendly“ name to be used as a label which describes the originator a
46、nd/or recipient of a communication; it allows important additional information to be available to anybody using it such as preferred media, acceptable languages, whether business/personal, label authenticity or alias, etc; it allows the originator or recipient of a communication to claim authenticit
47、y for their identifier; where it is particularly important to verify the claimed authenticity, additional procedures can be invoked to make sure that it is not another person accidentally or intentionally making use of the UCI; it is independent of services and networks; it is independent of service
48、 providers. 4.1.2 The Personal User Agent (PUA) A PUA is an entity external to the main communication networks and with a one-to-one relationship to a specific UCI. It stores, or has access to, information on all of a users communication services and their service identifiers (e.g. telephone numbers
49、, email addresses, etc.). The PUA also stores, or has access to, current state and personal preferences information in relation to all communications services. These preferences (or user profile) would consist of access, filtering and redirection rules which could operate on a wide range of factors including: the identity (UCI) of people attempting to communicate with the user or with whom the user is trying to communicate; the date and time when communication is attempted; the location of th
