Voice Interaction Design

by Harris

• ISBN13: 9781558607682
• ISBN10: 1558607684
• Format: Paperback
• Copyright: 2004-12-13
• Publisher: Elsevier Science

Summary

From the voice on the phone, to the voice on the computer, to the voice from the toaster, speech user interfaces are coming into the mainstream and are here to stay forever. Soundly anchored in HCI, cognitive psychology, linguistics, and social psychology, this supremely practical book is loaded with examples, how-to advice, and design templates. Drawing widely on decades of researchin lexicography, conversation analysis, computational linguistics, and social psychologyauthor Randy Allen Harris outlines the principles of how people use language interactively, and illustrates every aspect of design work. In the first part of the book, Harris provides a thorough conceptual basis of language in all its relevant aspects, from speech sounds to conversational principles. The second part takes you patiently through the entire process of designing an interactive speech system: from team building to user profiles, to agent design, scripting, and evaluation. This book provides interaction designers with the knowledge and strategies to craft language-based applications the way users will expect them to behave.

Table of Contents

Preface	xv
Introduction	3	(32)
Interfaces	3	(13)
Command-line Interfaces	5	(2)
Graphic Interfaces	7	(1)
Multimodal Interfaces	8	(2)
Keypad Interfaces	10	(2)
Voice Interfaces	12	(4)
Why Speech?	16	(2)
Why Conversation?	18	(2)
Talking to Machines	20	(3)
What Isn't in This Book	23	(1)
My Approach	24	(3)
The Rest of This Book	27	(4)
Summary	31	(4)
Speech	35	(6)
Sound and Meaning	41	(34)
A Note About `Grammaticality'	44	(1)
Sound	45	(4)
Words	49	(9)
Synonymy, Homonymy, and Ambiguity	52	(6)
Syntax	58	(4)
Semantics	62	(4)
Prosody	66	(2)
An Interlude on Speech Synthesis	68	(2)
Summary	70	(5)
Doing Things with Words	75	(52)
Pragmatics	76	(2)
Conversational Pragmatics	78	(9)
Quantity	79	(2)
Quality	81	(1)
Relevance	82	(1)
Manner	82	(3)
Given Information, New Information	85	(2)
Register	87	(2)
Register and Grice's maxims	88	(1)
Listening	89	(5)
Speech as Action	94	(7)
Assertions	95	(1)
Imperatives	96	(1)
Interrogatives	96	(5)
Dialogue Acts	101	(6)
Task Management	107	(13)
Constitutive Acts	108	(3)
Informative Acts	111	(7)
Obligative Acts	118	(2)
Summary	120	(7)
An example	122	(5)
Conversation	127	(32)
Dialogue Management	128	(1)
Dialogic Pairs	129	(8)
Turns	137	(6)
Flow Regulating Dialogue Acts	138	(5)
Groundskeeping	143	(14)
Feedback	145	(4)
Repair	149	(3)
Initiative	152	(5)
Summary	157	(2)
Glue	159	(30)
Topic Management: Coherence and Cohesion	160	(19)
Coherence	164	(8)
Cohesion	172	(7)
Summary	179	(1)
Appendix: Coherence Relations	180	(9)
Diction	189	(14)
Usage	191	(5)
Lexical Friends and Relatives	196	(3)
Collocation	196	(1)
Colligation	197	(2)
Summary	199	(4)
Crafting Voice Interfaces	203	(20)
To Voice or Not to Voice	205	(4)
Voicing the Web	209	(2)
Bad Habits	211	(6)
A Voice Interface is Not an Auditory GUI	211	(3)
Why Menus are Very, Very Bad for Voice-Interaction Design	214	(3)
Habitability	217	(2)
Summary	219	(4)
The Team and the Process	223	(18)
The Team	223	(2)
Team Organization	224	(1)
Interaction Architect	225	(2)
Credentials	226	(1)
Functions	227	(1)
Lexicographer	227	(3)
Credentials	228	(1)
Functions	229	(1)
Interactive-Dialogue Writers	230	(2)
Credentials	231	(1)
Functions	231	(1)
Soundscape Designer	232	(1)
Credentials	232	(1)
Functions	233	(1)
Quality Assurance Prime	233	(2)
Credentials	234	(1)
Functions	234	(1)
Usability Prime	235	(1)
Credentials	235	(1)
Functions	235	(1)
Research Prime	236	(1)
Technology Expert	236	(1)
Subject-matter Expert	237	(1)
The Process	237	(3)
Summary	240	(1)
Users, Tasks	241	(24)
User Profiles	242	(3)
Task Analysis	245	(5)
Gathering the Data	250	(11)
Observation Phase	252	(4)
Interview Phase	256	(4)
Other Methods	260	(1)
Summary	261	(1)
Appendix: Sample Task Analysis	262	(3)
Building the Discourse Model	265	(36)
Collecting Appropriate Vocabulary	268	(19)
Building the Corpus	269	(6)
Building the Lexicon	275	(12)
Determining Commonly Used Grammatical Constructs	287	(5)
Discovering Effective Interaction Patterns	292	(5)
Summary	297	(4)
Agents	301	(46)
Personification	302	(6)
The Case Against Interface Personification	305	(3)
Primary Considerations	308	(3)
Branding	308	(1)
Aesthetics	309	(1)
Productivity	309	(1)
Ergonomics	309	(1)
Role	309	(1)
Capabilities	309	(2)
Cast	311	(34)
Real or Synthetic	311	(4)
Gender	315	(3)
Dialect	318	(4)
Character	322	(9)
Personality	331	(5)
Emotion	336	(3)
Diction	339	(1)
Physical Characteristics	340	(1)
Number and Constituency	341	(2)
Casting	343	(2)
Constrained Variability	345	(1)
Summary	345	(2)
Dialogue Matters	347	(76)
Errors and Slippages	348	(8)
Recognition Errors	349	(2)
Interaction Slippages	351	(3)
Task Slippages	354	(1)
Error Spirals	355	(1)
Prevention	356	(9)
Prompting	357	(1)
Lexical Density	358	(2)
Stealth Training	360	(1)
Reserve Synonyms and Metonyms	361	(1)
The Suitcase Strategy	362	(3)
Repair	365	(44)
Repairing Nonrecognitions	366	(5)
Repairing Misrecognitions	371	(1)
Diagnosing Slippages	372	(7)
Managing Slippages	379	(15)
Managing Initiative	394	(5)
Expanding and Tapering	399	(7)
Last Resorts	406	(1)
OK, Users Can Be the Cause of Some Slippages	407	(2)
Pre-Existing Sources	409	(8)
Voicing Tabular Data	409	(2)
Voicing Links	411	(4)
Lexical Translations	415	(2)
Legacy	417	(2)
Summary	419	(4)
Scripting	423	(50)
Developing the Dialogue	426	(27)
Elaborating the Script	428	(1)
Writing the Dialogue	429	(7)
Designing Turns	436	(13)
Shaping the Diction	449	(2)
Using Scenarios	451	(2)
Planning the Call Flow	453	(15)
Sequencing and Dependencies	454	(4)
Broadening the Interaction	458	(5)
Plotting the Call Flow	463	(5)
Specifying the Design	468	(4)
Summary	472	(1)
Iterative Evaluation	473	(44)
Wizard of Oz	474	(28)
The Resources	477	(2)
The Timing	479	(1)
The Wizard	479	(2)
The Support Team	481	(1)
The Tools	482	(2)
The Process	484	(6)
The Test	490	(5)
The Analysis	495	(7)
Usability Testing	502	(2)
Other Usability Inspection Methods	504	(6)
Heuristic Evaluation	505	(2)
Pluralistic Talkthrough	507	(3)
Beta Tests, Field Studies	510	(2)
Local Field Studies	510	(1)
Remote Field Studies	510	(2)
Beta Tests	512	(1)
Summary	512	(1)
Appendix 15-1: Sample Scalar Questions	513	(3)
Appendix 15-2: Transcription Sample	516	(1)
Conclusion --- Pursuing Habitability	517	(4)
Glossary	521	(30)
Bibliography	551	(22)
Index	573