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Lack of multimedia tools in intervention support for running system

Wik, Malin, 1989- (författare)
Karlstads universitet, Handelshögskolan (from 2013)
Pettersson, John Sören, 1961- (författare)
Karlstads universitet, Handelshögskolan (from 2013)
Karlstads universitet Fakulteten för humaniora och samhällsvetenskap (from 2013). Handelshögskolan (from 2013). (creator_code:org_t)
2019
Engelska.
Ingår i: International Journal of Web Science. - InderScience Publishers. - 1757-8795. ; 3:2, s. 148-173
  • Tidskriftsartikel (refereegranskat)
Abstract Ämnesord
Stäng  
  • Engrafting support staff into dialogues between users and customer support systems can compensate for system design flaws. Further, such dialogues can give grounds for system development. This article surveys the levels of interactivity of user support systems, where overt or covert support agents take an active part in the communication between a customer and a system. The main purpose is to demonstrate the prevailing lack of multimedia outputs in the tools supporting human intervention in systems with a graphical user interface (GUI). This is followed by an account of experimentation with human support engrafted in a web system that has a fuller range of GUI expression. The experiment explores the possibility of using multimedia in intervention in human-computer interaction and how such intervention can be built when it is not yet part of the augmented system.

Ämnesord

NATURVETENSKAP  -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)
NATURAL SCIENCES  -- Computer and Information Science -- Information Systems (hsv//eng)
SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

multimedia tools; intervention support; running systems; engrafting support; customer support; user support systems; multimedia output; graphical user interface; GUI; web services; human-computer interaction; web science; interactive systems; Wizard-of-Oz; WOz; user involvement
Information Systems
Informatik

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