A model for adaptive multimodal mobile notification
- Authors: Brander, William
- Date: 2007
- Subjects: Mobile computing , Context-aware computing
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10473 , http://hdl.handle.net/10948/699 , Mobile computing , Context-aware computing
- Description: Information is useless unless it is used whilst still applicable. Having a system that notifies the user of important messages using the most appropriate medium and device will benefit users that rely on time critical information. There are several existing systems and models for mobile notification as well as for adaptive mobile notification using context awareness. Current models and systems are typically designed for a specific set of mobile devices, modes and services. Communication however, can take place in many different modes, across many different devices and may originate from many different sources. The aim of this research was to develop a model for adaptive mobile notification using context awareness. An extensive literature study was performed into existing models for adaptive mobile notification systems using context awareness. The literature study identified several potential models but no way to evaluate and compare the models. A set of requirements to evaluate these models was developed and the models were evaluated against these criteria. The model satisfying the most requirements was adapted so as to satisfy the remaining criteria. The proposed model is extensible in terms of the modes, devices and notification sources supported. The proposed model determines the importance of a message, the appropriate device and mode (or modes) of communication based on the user‘s context, and alerts the user of the message using these modes. A prototype was developed as a proof-of-concept of the proposed model and evaluated by conducting an extensive field study. The field study highlighted the fact that most users did not choose the most suitable mode for the context during their initial subscription to the service. The field study also showed that more research needs to be done on an appropriate filtering mechanism for notifications. Users found that the notifications became intrusive and less useful the longer they used them.
- Full Text:
- Date Issued: 2007
- Authors: Brander, William
- Date: 2007
- Subjects: Mobile computing , Context-aware computing
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10473 , http://hdl.handle.net/10948/699 , Mobile computing , Context-aware computing
- Description: Information is useless unless it is used whilst still applicable. Having a system that notifies the user of important messages using the most appropriate medium and device will benefit users that rely on time critical information. There are several existing systems and models for mobile notification as well as for adaptive mobile notification using context awareness. Current models and systems are typically designed for a specific set of mobile devices, modes and services. Communication however, can take place in many different modes, across many different devices and may originate from many different sources. The aim of this research was to develop a model for adaptive mobile notification using context awareness. An extensive literature study was performed into existing models for adaptive mobile notification systems using context awareness. The literature study identified several potential models but no way to evaluate and compare the models. A set of requirements to evaluate these models was developed and the models were evaluated against these criteria. The model satisfying the most requirements was adapted so as to satisfy the remaining criteria. The proposed model is extensible in terms of the modes, devices and notification sources supported. The proposed model determines the importance of a message, the appropriate device and mode (or modes) of communication based on the user‘s context, and alerts the user of the message using these modes. A prototype was developed as a proof-of-concept of the proposed model and evaluated by conducting an extensive field study. The field study highlighted the fact that most users did not choose the most suitable mode for the context during their initial subscription to the service. The field study also showed that more research needs to be done on an appropriate filtering mechanism for notifications. Users found that the notifications became intrusive and less useful the longer they used them.
- Full Text:
- Date Issued: 2007
An intelligent user interface model for contact centre operations
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
- Authors: Singh, Akash
- Date: 2007
- Subjects: User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Language: English
- Type: Thesis , Masters , MSc
- Identifier: vital:10475 , http://hdl.handle.net/10948/d1011399 , User interfaces (Computer systems) , Human-computer interaction , Mobile computing , Customer services -- Management , Call centers -- Customer services
- Description: Contact Centres (CCs) are at the forefront of interaction between an organisation and its customers. Currently, 17 percent of all inbound calls are not resolved on the first call by the first agent attending to that call. This is due to the inability of the contact centre agents (CCAs) to diagnose customer queries and find adequate solutions in an effective and efficient manner. The aim of this research is to develop an intelligent user interface (IUI) model to support and improve CC operations. A literature review of existing IUI architectures, modelbased design and existing CC software together with a field study of CCs has resulted in the design of an IUI model for CCs. The proposed IUI model is described in terms of its architecture, component-level design and interface design. An IUI prototype has been developed as a proof of concept of the proposed IUI model. The IUI prototype was evaluated in order to determine to what extent it supports problem identification and query resolution. User testing, incorporating the use of eye tracking and a post-test questionnaire, was used in order to determine the usability and usefulness of the prototype. The results of this evaluation show that the users were highly satisfied with the task support and query resolution assistance provided by the IUI prototype. This research resulted in the design of an IUI model for the domain of CCs. This model can be used to assist the development of CC applications incorporating IUIs. Use of the proposed IUI model is expected to support and enhance the effectiveness and efficiency of CC operations. Further research is needed to conduct a longitudinal study to determine the impact of IUIs in the CC domain.
- Full Text:
- Date Issued: 2007
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