ITU-T E 138-2002 Human factors aspects of public telephones to improve their usability for older people Series E Overall Network Operation Telephone Service Service Operation and hl.pdf

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1、 INTERNATIONAL TELECOMMUNICATION UNION ITU-T E.138TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (06/2002) SERIES E: OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS International operation General provisions concerning users Human factors aspects of public telephon

2、es to improve their usability for older people ITU-T Recommendation E.138 ITU-T E-SERIES RECOMMENDATIONS OVERALL NETWORK OPERATION, TELEPHONE SERVICE, SERVICE OPERATION AND HUMAN FACTORS INTERNATIONAL OPERATION Definitions E.100E.103 General provisions concerning Administrations E.104E.119 General p

3、rovisions concerning users E.120E.139 Operation of international telephone services E.140E.159 Numbering plan of the international telephone service E.160E.169 International routing plan E.170E.179 Tones in national signalling systems E.180E.189 Numbering plan of the international telephone service

4、E.190E.199 Maritime mobile service and public land mobile service E.200E.229 OPERATIONAL PROVISIONS RELATING TO CHARGING AND ACCOUNTING IN THE INTERNATIONAL TELEPHONE SERVICE Charging in the international telephone service E.230E.249 Measuring and recording call durations for accounting purposes E.2

5、60E.269 UTILIZATION OF THE INTERNATIONAL TELEPHONE NETWORK FOR NON-TELEPHONY APPLICATIONS General E.300E.319 Phototelegraphy E.320E.329 ISDN PROVISIONS CONCERNING USERS E.330E.349 INTERNATIONAL ROUTING PLAN E.350E.399 NETWORK MANAGEMENT International service statistics E.400E.409 International netwo

6、rk management E.410E.419 Checking the quality of the international telephone service E.420E.489 TRAFFIC ENGINEERING Measurement and recording of traffic E.490E.505 Forecasting of traffic E.506E.509 Determination of the number of circuits in manual operation E.510E.519 Determination of the number of

7、circuits in automatic and semi-automatic operation E.520E.539 Grade of service E.540E.599 Definitions E.600E.649 Traffic engineering for IP-networks E.650E.699 ISDN traffic engineering E.700E.749 Mobile network traffic engineering E.750E.799 QUALITY OF TELECOMMUNICATION SERVICES: CONCEPTS, MODELS, O

8、BJECTIVES AND DEPENDABILITY PLANNING Terms and definitions related to the quality of telecommunication services E.800E.809 Models for telecommunication services E.810E.844 Objectives for quality of service and related concepts of telecommunication services E.845E.859 Use of quality of service object

9、ives for planning of telecommunication networks E.860E.879 Field data collection and evaluation on the performance of equipment, networks and services E.880E.899 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. E.138 (06/2002) i ITU-T Recommendation E.138 Human fact

10、ors aspects of public telephones to improve their usability for older people Summary This Recommendation contains guidelines for the design of public telephone terminals for voice communication to make them more usable for older people, whose sensory, cognitive and motor functions may have deteriora

11、ted. “Public telephones“ include all telephones that are not in private offices or households, but that are generally accessible to many people. These guidelines are derived from the requirements of older people that can be identified for each of the steps connected to using a public telecommunicati

12、on terminal: locating it; initiating a call; providing payment; identifying oneself and the communication counterpart; actually communicating; possibly setting up a further call; terminating the communication. Source ITU-T Recommendation E.138 was prepared by ITU-T Study Group 2 (2001-2004) and appr

13、oved under the WTSA Resolution 1 procedure on 29 June 2002. ii ITU-T Rec. E.138 (06/2002) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent orga

14、n of ITU. ITU-T is responsible for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the t

15、opics for study by the ITU-T study groups which, in turn, produce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are p

16、repared on a collaborative basis with ISO and IEC. NOTE In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the

17、practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation de

18、velopment process. As of the date of approval of this Recommendation, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this Recommendation. However, implementors are cautioned that this may not represent the latest information and are the

19、refore strongly urged to consult the TSB patent database. ITU 2002 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. E.138 (06/2002) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Terms and definitions

20、. 2 4 Abbreviations 2 5 Characteristics of older people . 3 6 Organization of this Recommendation . 5 7 Locating and accessing a telephone: Visual requirements . 6 7.1 Terminal identification signs 6 7.2 Lighting 6 7.3 Operating instructions 6 7.4 Information displays and visual indicators. 8 8 Loca

21、ting and accessing a telephone: Hearing requirements. 9 9 Locating and accessing a telephone: Strength, mobility and dexterity requirements. 9 9.1 Space surrounding the telephone 9 9.2 Area immediately around the telephone. 9 10 Initialization step: Call set-up: Visual, tactile and dexterity require

22、ments. 10 10.1 Keypads 10 11 Initialization step Call set-up: Hearing requirements 11 12 Initialization step Call set-up: Cognitive requirements . 12 13 Initialization step Call set-up: Mobility requirements. 12 14 Initialization step Payment: Visual requirements 12 14.1 Cards. 12 15 Initialization

23、step Payment: Hearing requirements 13 16 Initialization step Payment: Tactile, strength, mobility and dexterity requirements . 13 16.1 Location of coin, card and token slots 13 16.2 Cards to be inserted 13 16.3 Cards to be swiped 13 17 Communication step: Tactile, strength, mobility and dexterity re

24、quirements . 13 17.1 The cord connecting handset and terminal. 13 17.2 The handset: location, weight and shape 14 iv ITU-T Rec. E.138 (06/2002) Page 17.3 Hands-free operation 14 18 Communication phase 14 18.1 Mildly hard of hearing (some high frequency loss) . 14 18.2 Moderately hard of hearing (sig

25、nificant loss of high frequencies and some loss of middle frequencies). 14 18.3 Severe hearing loss (significant loss of high and middle frequencies) 15 18.4 Profoundly deaf (cannot use hearing for any form of verbal communication) 15 19 Next call (follow-on call): Visual, tactile, strength, mobilit

26、y and dexterity requirements . 15 19.1 Redial 16 19.2 New number call. 16 20 Terminate call: Visual requirements. 16 20.1 Receipts 16 21 Terminate call: Hearing requirements 16 22 Terminate call: Tactile, strength, mobility and dexterity requirements 16 22.1 Retrieving remaining coins. 16 22.2 Card

27、retrieval 16 23 Bibliography . 17 ITU-T Rec. E.138 (06/2002) v Introduction Throughout the Western world, as well as in parts of Asia, life expectancy has changed significantly during the 20th century Dall, 1992; Collins et al., 1992. Not only are more people getting older, they also tend to be bett

28、er educated and in better health than their forbears, which means that they lead much longer active lives. This activity includes the use of telecommunication facilities. But, many older people find it difficult to use many of todays telephones, and other telecommunication terminals. This is because

29、 sensory, cognitive and motor faculties deteriorate with advancing age. Such reductions in severe cases lead to impairments or even disabilities, but it would be misleading to equate older people with disabled people although this is often done. In fact, provided that proper measures are taken, the

30、majority of older users of telecommunications need not experience serious hindrances. It is important to society as a whole to enable older people to remain active as long as possible, and to participate in activities such as travelling and to communicate via public telecommunication terminals Colli

31、ns et al., 1992. This means that available data on changes in human faculties with progressing age must be taken into account. Missing information in this field must be compiled through appropriate research Garbe et al., 1992. It should be realized that any adaptations of public telephones that incr

32、ease their usability for older people, such as larger font size and higher contrast on visual displays, will normally also benefit younger users Blaich, 1992. ITU-T Rec. E.138 (06/2002) 1 ITU-T Recommendation E.138 Human factors aspects of public telephones to improve their usability for older peopl

33、e 1 Scope This Recommendation proposes guidelines for the design of public telephone terminals for voice communication to make them simpler to use for older people whose sight, hearing, information processing and motor functions have deteriorated. This Recommendation provides information on the requ

34、irements of older people and how telephones can be adapted for their use. This Recommendation addresses manufacturers, designers, procurers, network operators, regulatory authorities, and those who deploy telecommunication terminals intended for general (public) use. In this Recommendation the term

35、public telephone shall include all telephones that are not in private offices or households, but that are generally accessible to many people, for instance, public pay-phones, telephones for general use in hotels, airports, hospitals, shopping malls, universities, schools, official agencies, etc. Th

36、is Recommendation is regarded as necessary, next to the already-existing ITU-T Rec. E.135: Human factors aspects of public telecommunication terminals for people with disabilities, because: i) although older people are frequently associated with the disabled in literature and general opinion, this i

37、s incorrect and misleading in terms of specific user requirements; ii) by ITU-T Rec. E.138s restriction to public telephones, as opposed to public terminals, its scope in this respect may seem to be narrower than that of ITU-T Rec. E.135, but on the other hand is wider because all types of public pl

38、aces such as hotels, airports, hospitals and shopping malls are included, with the available telephones that are there. It is of interest to everybody involved in the telecommunication business to be informed about the relation between their products and the needs of an ever-increasing proportion of

39、 their customers, i.e., older people. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute provisions of this Recommendation. At the time of publication, the editions indicated were valid. All Recommendations and o

40、ther references are subject to revision; users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommendations is regularly published. The

41、referencce to a document within this Recommendation does not give it, as a stand-alone document, the status of a Recommendation. ITU-T Recommendation E.121 (1996), Pictograms, symbols and icons to assist users of the telephone. ITU-T Recommendation E.134 (1993), Human factors aspects of public termi

42、nals: Generic operating procedures. ITU-T Recommendation E.135 (1995), Human factors aspects of public telecommunication terminals for people with disabilities. ITU-T Recommendation E.136 (1997), Specification of a tactile identifier for use with telecommunication cards. ITU-T Recommendation E.137 (

43、1997), User instructions for payphones. 2 ITU-T Rec. E.138 (06/2002) ITU-T Recommendation E.161 (2001), Arrangement of digits, letters and symbols on telephones and other devices that can be used for gaining access to a telephone network. ITU-T Recommendation E.180/Q.35 (1998), Technical characteris

44、tics of tones for the telephone service. ITU-T Recommendation F.901 (1993), Usability evaluation of telecommunication services. ITU-T Recommendation P.370 (1996), Coupling of hearing aids to telephone sets. ITU-T Recommendation V.18 (2000), Operational and interworking requirements for DCEs operatin

45、g in the text telephone mode. ISO 13406-2:2001, Ergonomic requirements for work with visual displays based on flat panels Part 2: Ergonomic requirements for flat panel displays. EN 1332-4, Machine-readable cards, related device interfaces, and operations. Part 4: Coding of user requirements for peop

46、le with special needs. ETSI EN 301 462 (2000), Human Factors (HF); Symbols to identify telecommunications facilities for deaf and hard of hearing people. JIS S 0012:2000, Guidelines for all people including older people and people with disabilities Usability of consumer products. 3 Terms and definit

47、ions This Recommendation defines the following terms: 3.1 older people: This term has succeeded the elderly and equally should be understood in a broad sense. Older people are often, but by no means always, characterized by deterioration of their sensory, cognitive and motor facilities. 3.2 public t

48、elephones: This term shall include all telephones that are not in private offices or households, but that are generally accessible to many people, for instance, public payphones, telephones for general use in hotels, airports, hospitals, shopping malls, universities, schools, official agencies, etc.

49、 4 Abbreviations This Recommendation uses the following abbreviations: CEN Comit Europen de Normalisation (European Committee for Standardization) EN European Norm ES European Standard ETR ETSI Technical Report ETS European Technical Standard ETSI European Telecommunications Standards Institute ISO International Organization for Standardization LCD Liquid Crystal Display LED Light-Emitting Diode lux Unit of illumination strength N Newton (the SI unit for force, and weight) PIN Personal Iden