Effects of visuals, menu depths, and menu positions on IVR usage by non-tech savvy users

Shrivastava, Abhishek; Joshi, Anirudha

doi:10.1145/2676702.2676707

Cited by 5 publications

(2 citation statements)

References 27 publications

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“…Indeed, practitioners such as Kazakos et al [35] have sought to explicitly style their telephony community engagements as community radio shows, a deliberate attempt to bring these two distinct entities together. While some have commented on the challenges of audience participation in these contexts [10], relatively little work 1 https://www.australian-children.com/school-of-the-air has explored the formats used within telephony 'shows' and the level of interaction afforded within the systems designed to support these practices [68], although some tried to address participation challenges by utilizing additional technologies (e.g. smartphones) to increase engagement [37].…”

Section: Using Synchronous Audio For Connecting Communitiesmentioning

confidence: 99%

Supporting Real-time Peer-Mentoring of Rural Volunteers

Varghese

Bartindale

Montague

et al. 2022

CHI Conference on Human Factors in Computing Systems

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Telephone-driven community forums have been a widely proposed solution to address the unreliable internet connectivity and large geographic scope that characterizes many international NGO contexts. Primarily, these applications support asynchronous activities, such as information portals or forums to access rural journalism, but opportunities for real-time experience sharing remain largely under-explored. In this paper, we explore the potential of such forums to support remote mentoring of NGO volunteers, a practice that requires synchronous, dialogical formats for experience sharing and peer discussion. We engaged 28 participants from a rural Indian NGO in the design of peer-mentoring sessions that leverage synchronous audio discussions, using the structure and format of traditional talk-show radio as a starting point. The participants favored an entertaining approach to mentoring and discussed the logistics required to achieve this within their resource constraints. We conclude with design implications for designing media-driven community engagement platforms and the ethical challenges around protecting marginalized community interests. CCS CONCEPTS• Human-centered computing → Human computer interaction (HCI); User studies; • Applied computing → Collaborative learning.

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Section: Using Synchronous Audio For Connecting Communitiesmentioning

confidence: 99%

Supporting Real-time Peer-Mentoring of Rural Volunteers

Varghese

Bartindale

Montague

et al. 2022

CHI Conference on Human Factors in Computing Systems

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“…Interactive Voice Response Systems (IVRs) are used to deliver different services of public interest in developing regions such as banking, healthcare, e-governance, agriculture etc. [1][2][3] [4]. IVRs are assumed to be easier systems to deploy and sustain.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

IVR Wizard of OZ Field Experiment with Less-Literate Telecom Customers

Padhi

Gupta

2017

Lecture Notes in Computer Science

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Interactive Voice Response (IVR) is a popular and one of the most deployed technology interventions in the developing countries. One of the primary business drivers is that it does not mandate the user to use any technologically advanced device. On the other hand, IVR has been studied for its usability issues. Even for the service providers, IVR costs are higher than services on data channels. However, given the sunk costs and low-technology investments, they are an attractive business proposition and continue to garner support. In this field trip, we propose to have an "experiential" trip of manning and experiencing the system when in use by a less-literate user. Our field trip would allow the participants to "listen" onto and experience first-hand the roller coaster experiential ride when using an IVR system. This will help us to reveal a lot of contextual data such as performance of a low-literate user with IVR, turn taking behaviour, machine and user relationship building, ambiguities etc. This will lead to interventions in the development of dialog structure personification, emotional value association, interaction design and user experience design. The methodology used to conduct the study would be wizard of context, and field observations followed by an affinity analysis.

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Challenges and Opportunities Designing Voice User Interfaces for Emergent Users

Doke,

Kopparapu

2024

Lecture Notes in Computer Science

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Effects of visuals, menu depths, and menu positions on IVR usage by non-tech savvy users

Cited by 5 publications

References 27 publications

Supporting Real-time Peer-Mentoring of Rural Volunteers

Supporting Real-time Peer-Mentoring of Rural Volunteers

IVR Wizard of OZ Field Experiment with Less-Literate Telecom Customers

Challenges and Opportunities Designing Voice User Interfaces for Emergent Users

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