1、INTERNATIONAL TELECOMMUNICATION UNION ITU-T TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU TELEPHONE NETWORK AND ISDN OPERATIONy NUMBERINGy ROUTING AND MOBILE SERVICE E.135 (1 0/95) HUMAN FACTORS ASPECTS OF PUBLIC TELECOMMUNICATION TERMINALS FOR PEOPLE WITH DISABILITIES ITU-T Recommendation E.135 (
2、Previously “CCITT Recommendation”) ITU-T RECMN*E-135 95 m 4862593 ObO807Y 634 m FOREWORD The ITU-T (Telecommunication Standardization Sector) is a permanent organ of the International Telecommunication Union (ITU). The ITU-T is responsible for studying technical, operating and tariff questions and i
3、ssuing Recommen- dations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Conference (WTSC), which meets every four years, establishes the topics for study by the IT-T Study Groups which, in their turn, produce Recommendations
4、on these topics. The approval of Recommendations by the Members of the IT-T is covered by the procedure laid down in WTSC Resolution No. 1 (Helsinki, March 1-12, 1993). ITU-T Recommendation E. 135 was prepared by ITU-T Study Group 1 (1993-1996) and was approved under the WTSC Resolution No. 1 proced
5、ure on the 3rd of October 1995. NOTE In this Recommendation, the expression “Administration” is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. O ITU 1996 Ali rights reserved. No part of this publication may be reproduced or utilized in any
6、 form or by any means, electronic or mechanical, including photocopying and microfilm, without permission in writing from the ITU. ITU-T RECflN*E.L35 95 4862591 Ob08075 570 m 5 6 7 8 9 10 CONTENTS General . 1.1 Introduction Scope Initialization step 3.1 Initialization step - Visually impaired 3.2 In
7、itialization step - Hearing impaired . 3.3 Initialization step - Motion impaired Means of payment step . 4.1 Means of payment step - Visually impaired . 4.2 Means of payment step - Hearing impaired . 4.3 Means of payment step - Motion impaired Identification step - Visually impaired . Identification
8、 step - Hearing impaired . Identification step - Motion impaired . Identification step . 5.1 5.2 5.3 Communications step . Communications step - Visually impaired . Communications step - Motion impaired . 6.1 6.2 Communications step - Hearing impaired 6.3 6.4 Communications step - Speech impaired .
9、Next step . 7.1 Next step - Visually impaired 7.2 Next step - Hearing impaired . 7.3 Next step - Motion impaired End step 8.1 End step - Visually impaired 8.2 End step - Hearing impaired 8.3 End step - Motion impaired Additional information regarding people with disabilities . 9.1 Hardware 9.2 User
10、instructions . References Page 1 1 1 2 2 3 3 3 3 4 4 4 4 4 5 5 5 6 6 6 6 6 6 7 7 7 7 7 7 7 7 8 Recommendation E.135 (10/95) 1 ITU-T RECflN*E-L35 95 D 4862593 Ob0807b 407 SUMMARY The intention of this Recommendation is to address telecommunication issues that are encountered by people with disabiliti
11、es. Telecommunications providers will be challenged with the opportunity of addressing the service requirements of this growing population. This initiative might also contribute to the requirements of the percentage of the population, ranging from 4-12%, that has some form of severe physical impairm
12、ent. 11 Recommendation E.135 (10/95) Recommendation E.135 HUMAN FACTORS ASPECTS OF PUBLIC TELECOMMUNICATION TERMINALS FOR PEOPLE WITH DISABILITIES (Geneva, 1995) 1 General 1.1 Introduction The intention of this Recommendation is to address telecommunication issues that are encountered by people with
13、 disabilities. Telecommunications providers will be challenged with the opportunity of addressing the service requirements of this growing population. This initiative might also contribute to the requirements of the percentage of the population, ranging from 4-12%, that has some form of severe physi
14、cal impairment. The International Standard IS0 9999 “Technical aids for disabled persons - Classification” contains the following definitions: - impairment: Any loss or abnormality of psychological, physiological, or anatomical structure or function. - disability: Any restriction or lack, resulting
15、from an impairment, of ability to perform an activity in the manner or within the range considered normal for a human being. - handicap: Disadvantage for a given individual, resulting from an impairment or disability, that limits or prevents the fulfilment of a role that is normal (depending on age,
16、 sex, and social and cultural factors) for that individual. In principle, impairments represent disturbances at the organ level, disabilities represent disturbances at the level of the individual, and handicaps result from the interaction with and adaptation to the individuals surroundings. Thus, a
17、physical disturbance may or may not result in an impairment. This impairment may or may not result in a disability and a disability may or may not result in a handicap. Whether an impairment becomes a disability or a handicap is an effect of the environment of the individual and provision made withi
18、n it to cater to his or her needs. 2 Scope This Recommendation includes services for people with vision, hearing, and motion impairments. Preferably, this Recommendation applies to all public terminals. Practically, however, this Recommendation may cover a subset of public terminals, as determined b
19、y particular service providers circumstances and/or national laws. The information that is contained in this Recommendation should be used at the various steps of user interaction that are addressed in Recommendation E. 134, “Human factors aspects of public terminals: Generic operating procedures”.
20、This Recommendation is organized to correspond to the steps outlined in Recommendation E.134. Figure lE.134 has been added to provide visual representation of the various stages of user interaction for public terminals. Although the elderly are frequently associated with the disabled in literature d
21、ealing with human factors and telecommunications, this Recommendation focuses on people with disabilities. The gerontological perspective, which focuses on the elderly, should be treated separately. The intent of Recommendation E.134 is to provide a sequence for the basic user actions that should be
22、 supported in the design of all public telecommunications terminals. Customers will benefit by being able to use procedures in Recommendation E. 134 when using an unfamiliar terminal or a new type of terminal. See Figure 1. Recommendation E.135 (10/95) 1 Initialization 0 I Means of payment Identific
23、ation Communication FIGURE 1E.135 Generic operation procedures for public terminals 3 Initialization step This step is the user action that activates the service being provided. 3.1 The public terminal should be located so that there is no risk of collision by visually-impaired persons. The national
24、 guidelines to achieve this in the country concerned should be followed. 3.1.1 Signage Signage to locate the public terminal from a distance may consist of a pictogram (see Recommendation E. 121 for further information) or text. Initialization step - Visually impaired Character height - The letters
25、and numbers on these signs should be sized according to the distance from which they are to be read. For people with an average visual acuity, 1.0, the minimum height of upper case characters and numbers should be U125 of the reading distance - for people with a visual acuity of 0.25 this minimum he
26、ight should be 2.5 times higher, i.e. 1/50 of the reading distance. Character proportion - Letters and numbers on signs should have a width-to-height ratio between 35 and 1:l and a stroke width-to-height ratio between 1 :5 and 1: 10. Finish and contrast - The characters and background of signs shoul
27、d be eggshell, matte, or other non-glare finish. Either light characters on a dark background or dark characters on a light background may be used. The luminance contrast ratio between light and dark character details, within or between characters, should be at least 3: 1, 2 Recommendation E.135 (10
28、/95) ITU-T RECMN*E-335 95 4862573 Ob08079 L3b 3.1.2 Instructions On presenting the instructions to the user, the size of characters, the contrast, the lighting conditions, and the colour codes should take into account the requirements of the user. Instructions and information graphics should be unde
29、rstood by an international user group. Recommendation E. 121 gives appropriate guidelines to this effect. They should be designed to convey the maximum amount of information to people with visual impairments. This requires, if at all possible, good, even lighting where the public terminal is located
30、. Furthermore, large characters or symbols and high contrast between any text and its background should be provided. Basically, the same rules as for Signage apply - for instance, the lower-case x-height should be 4 mm for people with a visual acuity of at least 0.25, corresponding to an uppercase X
31、-height of 6-6.4 mm. Still larger characters, however, do not further improve legibility for people with reduced visual acuity. 3.2 The public terminal should, if possible, be located in “low-noise-level” environment with good architectural acoustics. The telephone should be equipped with an adjusta
32、ble volume control which can be identified and located visually and by touch. Initialization step - Hearing impaired 3.3 Public terminals should be accessible to individuals with motion impairments. The physical location should be such that motion-impaired users have free and unimpeded access. Furth
33、ermore, the public terminal should be located and designed in such a manner so that it can be easily operated by wheelchair users and other persons with functional disabilities. There should be sufficient room under and around the public terminal for wheelchair access. A clear floor or ground space
34、of at least 760 mm deep by 1220 mm wide that allows either forward or parallel approach by an individual in a wheelchair should be required. Knee space required for forward approach should also be taken into account when determining clear floor and ground space. The minimum knee clearance should be
35、685 mm. The height of the highest operable part of the public terminal should be within reach of motion impaired individuals as well as walking users. If the clear floor space only allows for forward approach, the maximum high forward reach should be 1220 mm. If parallel approach is used, the maximu
36、m high forward reach allowed should be 1370 mm. Initialization step - Motion impaired 4 Means of payment step Means of payment include coins, tokens, and all forms of card technologies. Some services may be provided without charge - in those cases this step could be bypassed. Recommendation E.133 de
37、scribes the human interaction with a public terminal for card means of payment. 4.1 Public terminals can be accessed using a variety of transaction cards. These cards should conform with the International Organization for Standardization (ISO) 7810. The characteristics of these cards should be such
38、that they identify to the user where/how to hold the card and facilitate proper orientation when inserting the card into a public terminal. Card- operated public terminals should give the user a clear tactile and visual indication of how and in which direction the card is to be inserted. If multiple
39、 card slots appear on a single phone, clear tactile and visual identifiers should be included to identify which slot to use for which card. Recornmendation E.136I) describes the location, size, and shape of a notch used for card orientation. Based on their physical characteristics, telecommunication
40、s cards fall into two categories: embossed and unembossed. Because embossed cards provide more information for card orientation by visually impaired users, such cards are preferred to unembossed cards. Means of payment step - Visually impaired Presenty at the stage of draft. Recommendation E.135 (10
41、/95) 3 - ITU-T RECMN*E.135 95 4862591 Ob08080 938 = 4.1.1 Embossed cards IS0 781 1-1 specifies requirements for embossed characters on identification cards. If these standards are used, a person with limited vision can sometimes orient these cards by touch. 4.1.2 Unembossed cards These cards are typ
42、ically used as a form of telephone payment (cash, debit, prepaid or change). A card should have a tactile marker (Le. notch) so that it is easily identifiable as a phone card. Cards should also have a tactile marker to aid in the orientation of the card. Clearly perceivable auditory indications that
43、 the credit is about to expire should be given. Currently, Recommendation E. 136 addresses the specification of a tactile identifier for use with telecommunications cards. 4.2 Messages such as “card rejected” or “remove card” should be apparent both on display and by speech or other audible indicati
44、on. It should be possible, both by speech and on display, to be informed of the residual value on the card. This information can be displayed on the card and/or terminal. Clearly perceivable visual and auditory indication that the credit is about to expire should be given. Means of payment step - He
45、aring impaired 4.3 The coin insertion slot and the card inseri slot should be located so that they are easily accessible by persons with motion impairments. The maximum high forward reach measurements are addressed in 3.3, paragraph 3. Means of payment step - Motion impaired 5 Identification step Th
46、e identification step is the point in the service where the initiating party identifies the destination of the com- munication. 5.1 Button labelling should be clear with large, high-contrast lettering. There should be enough space between the buttons to prevent accidental operation of two at the sam
47、e time. Buttons should be large enough to easily locate and operate. Buttons should also provide audible indication of key activation. Identification step - Visually impaired With regard to the keyboard layout and location of the keys *, 0, and #, the keyboard should comply with Recommendation E.161
48、 concerning keyboard layout. If the telephone is equipped with function keys other than those prescribed in Recommendation E. 161, clear tactile identification is desired. There should be the highest possible contrast between key background and text. Black text on white key background is preferable.
49、 The colours red and green must not be used together. There should also be the highest contrast between key and terminal background colour. Highly reflective, engraved keys should be avoided. If guidance is given to the user from a liquid crystal display, the lettering should be large and well lit. The telephone display should have the best possible contrast. Black writing on a white background is preferable. The display should be equipped with background lighting and the viewing angle should be designed in such a way so that it is readable from a wheelchai
