ETSI SR 001 996 V5.1.3 (2010-11)

Human Factors (HF); An annotated bibliography of documents dealing with Human Factors and disability

RSR/HF-00128

General Information

• Status: Published
• Publication Date: 17-Nov-2010
• Technical Committee: HF - Human Factors
• Current Stage: 12 - Completion
• Due Date: 15-Dec-2010
• Completion Date: 18-Nov-2010

Standards Content (Sample)

Special Report
Human Factors (HF);
An annotated bibliography of documents dealing with
Human Factors and disability
2 ETSI SR 001 996 V5.1.3 (2010-11)

Reference
RSR/HF-00128
Keywords
ageing, disability, HF
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3 ETSI SR 001 996 V5.1.3 (2010-11)
Contents
Intellectual Property Rights . 4
Foreword . 4
1 Scope . 5
2 References . 5
3 Abbreviations . 5
4 Standards, recommendations and reports . 5
4.1 ETSI documents . 5
4.2 CEN documents . 19
4.3 ISO/IEC documents . 19
4.4 ITU-T documents . 23
4.4.1 E series Recommendations . 23
4.4.2 F series Recommendations . 25
4.4.3 P series Recommendations . 26
4.4.4 Z series Recommendations . 27
History . 28

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4 ETSI SR 001 996 V5.1.3 (2010-11)
Intellectual Property Rights
IPRs essential or potentially essential to the present document may have been declared to ETSI. The information
pertaining to these essential IPRs, if any, is publicly available for ETSI members and non-members, and can be found
in ETSI SR 000 314: "Intellectual Property Rights (IPRs); Essential, or potentially Essential, IPRs notified to ETSI in
respect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (http://webapp.etsi.org/IPR/home.asp).
Pursuant to the ETSI IPR Policy, no investigation, including IPR searches, has been carried out by ETSI. No guarantee
can be given as to the existence of other IPRs not referenced in ETSI SR 000 314 (or the updates on the ETSI Web
server) which are, or may be, or may become, essential to the present document.
Foreword
This Special Report (SR) has been produced by ETSI Technical Committee Human Factors (HF).
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5 ETSI SR 001 996 V5.1.3 (2010-11)
1 Scope
The present document provides a listing of standardization documentation relevant to Telecommunications on the
subjects of Human Factors and disability and gives a brief outline of the content of the listed standards that are
published and provides some comments on their applicability.
The present document is a living document which will be updated at intervals.
2 References
As the document is itself a listing of reference documents, it contains no specific references.
3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
AT&T An American Company named AT&T
CEPT Conférence des Administrations Européennes des Postes et Télécommunications
CLI Calling Line Information
DTMF Dual Tone Multi-Frequency
ETNS European Telephony Numbering Space
GSM Group Special Mobile
HMI Human Machine Interface
ISDN Integrated Services Digital Network
MIA Multiple Index Approach
MIRS Multimedia Information Retrieval Services
MMI Man-Machine Interface
MML Man-Machine Language
NTT Nippon Telegraph and Telephone Corp
PBI Phone Based Interface
PBX Private Branch Exchange
PSTN Public Switched Telephone Network
SDL Specification and Description Language
TETRA Trans-European Trunked Radio
TMN Telecommunications Management Network
UPT Universal Personal Telecommunications
VDT Visual Display Terminal
4 Standards, recommendations and reports
4.1 ETSI documents
ETR 029 (October 1991): Human Factors (HF); Access to telecommunications for people with special needs.
Recommendations for improving and adapting telecommunication terminals and services for people with
impairments
ETR 029 identifies some of the main factors that can inhibit the access to and use of telecommunications services by
people with special needs, such as those caused by advanced age, temporary or permanent physical disability,
intellectual impairment, lack of education or membership of a cultural or linguistic minority group.
It is an early report which has now been superseded by EG 202 116 which incorporates much of its content.
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ETR 039 (March 1992): Human Factors (HF); Human Factors standards for telecommunications applications
An early bibliography, now well out of date.
ETR 051 (December 1992): Human Factors (HF); Usability checklist for telephones - Basic requirements
A short report demonstrating the use of a simple usability checklist for the very basic operations of setting up and
clearing a call on a simple telephone.
ETR 068 (September 1993): Human Factors (HF); European standard situation of telecommunication facilities
for people with special needs
ETR 068 sets out to review the situation on standards and facilities for people with special needs in the major European
Countries. The methods used for the document survey are reported and some attempt is made to predict future
telecommunications trends. The report provides a somewhat out of date view of the facilities available and makes
proposals for further standardization work.
ETR 070 (June 1993): Human Factors (HF); The Multiple Index Approach (MIA) for the evaluation of
pictograms
A report describing one method of assessing the value of pictograms. It gives a reasonably detailed description of the
experimental procedures and gives an example of the use of a questionnaire for the evaluation of pictograms for use
with videotelephones.
The report gives no guidance on mathematical treatment of the results.
ETR 095 (September 1993): Human Factors (HF); Guide for usability evaluations of telecommunications
systems and services
A useful and detailed discussion on the concept of usability. The report provides definitions and descriptions of the
evaluation process. Descriptions of a number of methods of evaluating usability are provided and their advantages and
disadvantages discussed. Measurement theory and scales are described.
It provides a useful introduction to the field of work for anyone needing to assess the usability of a system and gives a
number of references for further study. ETR 095 has now been updated by EG 201 472.
ETR 096 (August 1993): Human Factors (HF); Phone Based Interfaces (PBI), Human factors guidelines for the
design of minimum phone based user interface to computer services
A very basic introduction in general terms to the use of a telephone with DTMF keypad for services with a voice
response.
ETR 113 (October 1993): Human Factors (HF); Results of an evaluation study of pictograms for point to point
videotelephony
ETR 113 gives the results of an evaluation study of pictograms for use in videotelephony. It was used to justify the
effectiveness of the Multiple Index Approach for evaluation. Unfortunately the results are only as good as the design of
the restricted number of original sets of pictograms offered for testing. The work was the basis for ETS 300 375.
ETR 116 (June 1994): Human Factors (HF); Human Factors guidelines for ISDN - Terminal equipment design
ETR 116 has now been superseded by EG 202 116 where its contents have been largely reproduced and expanded. It is
a vade mecum and checklist for all of those aspects of a design that affect the user. ETR 116 was the chef-d'œuvre of
the ETSI Human Factors group and covered most aspects of terminal design.
ETR 131 (June 1994): Terminal equipment (TE); An investigation into the need for standardisation in the area
of stored voice services
ETR 131 reports a study into a range of services which make use of stored voice. The description "Stored Voice
Services" was first used in this report which identified the need for guidelines on user procedures and dialogues and on
their usability.
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ETR 147 (September 1994): Human Factors (HF); Usability checklist for Integrated Services Digital Network
(ISDN) telephone terminal equipment
ETR 147 provides a simple list of features of terminal design that should be checked to determine whether human
factors aspects have been properly dealt with in a design.
It should be useful both to designers and specifiers of terminal equipment.
ETR 160 (January 1995): Human Factors (HF); Human Factors aspects of multimedia telecommunications
ETR 160 defines and discusses many aspects of multimedia but deals mainly with automatically provided multimedia
services. It treats hypermedia issues such as links and navigation and in general provides advice on the main Human
Factors problems in multimedia.
ETR 165 (January 1995): Human Factors (HF); Recommendation for a tactile identifier on machine readable
cards for telecommunications terminals
ETR 165 presents the results of tests of tactile identifiers on a number of machine readable cards. The results
condemned the British Telecom phone cards then in use and a CEN TC 224 draft proposal. The design was
subsequently superseded by a different recommendation in ETS 300 767 which was adopted by British Telecom and
other manufacturers.
ETR 166 (January 1995): Human Factors (HF); Evaluation of telephones for people with special needs; An
evaluation method
ETR 166 is based on the checklist of ETR 051 applied to conventional telephones and adds evaluation criteria said to be
appropriate for groups of people with various disabilities. It does not apply to telephones for those people so severely
disabled as to need special devices or features which cannot be expected to be supplied in conventional telephones.
It is an early report which has now been superseded by EG 202 116 which incorporates and updates much of its content.
ETR 167 (January 1995): Human Factors (HF); User instructions for public telecommunications services
ETR 167 gives good advice for the design of user instructions intended to be placed on or near payphones. It contains
some references to additional source material and gives a couple of (Italian) examples of instruction layouts.
ETR 170 (January 1995): Human Factors (HF); Generic user control procedures for telecommunication
terminals and services
ETR 170 describes general concepts related to user control procedures and interaction with telecommunication
terminals and services. A number of general rules are described and example user procedures are described in SDL
format.
The report is rather theoretical, being purely generic, with no detailed recommendations for particular procedures.
ETR 175 (February 1995): Human Factors (HF); User procedures for multipoint videotelephony
ETR 175 deals with user procedures for setting up multipoint videotelephone calls, procedures for switching multipoint
video signals within the framework of the switched mode, and procedures for controlling the mixture of video signals
within the framework of the mixed mode.
Much of ETR 175 does little more than identify organizations working in the field. A little over two pages are on
preliminary recommendations for the broad outlines of procedures. Recommendations are made for more research.
ETR 187 (April 1995): Human Factors (HF); Recommendation of characteristics of telephone service tones when
locally generated in telephony terminals
A largely discredited report based generally on ITU-T Recommendation E.180 written by the author of the
Recommendation. Contains the content of a putative ETS that failed its vote.
ETR 198 (October 1995): Human Factors (HF); User trials of user controlled procedures for ISDN
videotelephony
ETR 198 gives the results of four European experiments in videotelephony to evaluate a set of control procedures for
E.170. The experiment showed that the original procedures were defective. The report provided the basis for further
Human Factors work.
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ETR 208 (September 1995): Human Factors (HF); Universal Personal Telecommunications (UPT) User
requirements
ETR 208 identifies types of UPT users by reference to a UPT model which was used to generate user requirements.
Interaction between users and between users and tasks are described.
The report provides a detailed description of the facilities that may be provided by UPT. An annex describes a number
of procedures in SDL.
ETR 261-1 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 1: General approach and summary of findings
ETR 261-1 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 1 describes the approach to the work and summarizes results from the data collected.
It sets out a useful introduction to the elements to be considered in the design of an MMI for supplementary services.
ETR 261-2 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum
man-machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 2: Literature review - Memory and related issues for dialling supplementary services using number codes
ETR 261-2 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 2 gives a literature review on memory and other issues related to supplementary services accessed and controlled
with numeric codes.
ETR 261-2 provides a basic tutorial on memory and related issues and provides a useful bibliography of the subject.
ETR 261-3 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 3: Experimental comparison of two MMIs - Simulated UPT access and prototype ISDN supplementary
services
ETR 261-3 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 3 describes the experimental comparison of two MMIs, one a phase 1 UPT simulation and the other and the other
an ISDN prototype.
The experiment compared interfaces using a 12 button keypad, tones and announcements with another that also had a
text display. The results were limited and somewhat inconclusive.
ETR 261-4 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 4: Experimental comparison of the effect of categorized and non-categorized formats within user
instructions
ETR 261-4 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 4 describes the experimental comparison of two forms of instruction manual.
One form of manual is structured to reflect a user model of a supplementary service and the other is structured to reflect
the necessary user procedures. The report is at times difficult to follow due to editorial errors in the figure and table
numbering.
ETR 261-5 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 5: Experimental evaluation of the CEPT and GSM code schemes
ETR 261-5 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 5 describes the experimental comparison of CEPT and GSM code schemes used to access and control
supplementary services.
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ETR 261-6 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 6: Survey of existing PSTN, ISDN and mobile networks, and a user survey of supplementary service use
within Centrex and PBX environments
ETR 261-6 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 6 describes the questionnaire and survey data collected in two surveys of supplementary services, one in public
networks and the other in Centrex and PBX environments.
ETR 261-7 (October 1996): Human Factors (HF); Assessment and definition of a harmonized minimum man-
machine interface (MMI) for accessing and controlling public network based supplementary services;
Part 7: Experimental evaluation of draft ETS 300 738
ETR 261-7 presents the results of research to develop a harmonized MMI particularly for supplementary services.
Part 7 Presents the results of an experimental evaluation of the harmonized MMI proposed in a draft ETS for the
minimum MMI for the control of public supplementary services.
ETR 294 (August 1996): Terrestrial Trunked Radio (TETRA); Voice + data and direct mode operation; Mobile
station man machine interface
ETR 294 sets out the minimum man machine interface required to gain access to and to control TETRA services and
supplementary services.
It describes a standard and an expanded keypad and provides information on supplementary service codes.
ETR 297 (July 1966): Human Factors (HF); Human Factors in videotelephony
ETR 297 identifies HF issues in videotelephony and stresses the need for usability. It provides advice on many aspects
of videotelephony. An annex provides recommended pictograms.
ETR 329 (December 1996): Human Factors (HF); Guidelines for procedures and announcements in Stored Voice
Services and Universal Personal Telecommunications
ETR 329 provides a set of generic user commands for access to and control of any service that uses recorded voice
announcements and also deals with the prompts and feedback for use with voice services, the use of tones and the
provision of equivalent text.
It provides a useful introduction to these services and gives advice on the creation of a satisfactory and usable service.
ETR 333 (May 1998): Human Factors (HF); Text telephony; Basic user requirements and recommendations
ETR 333 summarizes in simple terms the basic user requirements for text telephony. It gives information on existing
text telephony methods and describes the characteristics of possible alternative implementations. It also gives
recommendations for the use of V.18 capable modems for implementation of text telephony in different networks.
ETR 334 (December 1996): Human Factors (HF); The implications of human ageing for the design of telephone
terminals
ETR 334 gives much information on the characteristics of the elderly including demographic changes, attitudes to
technology, economic resources and employment. It also gives details of most kinds of age related changes.
ETR 345 (January 1997): Human Factors (HF); Characteristics of telephone keypads and keyboards;
Requirements for elderly and disabled people
ETR 345 sets out to give recommendations about the physical characteristics of telephone keypads corresponding to the
requirements of elderly and disabled people.
No research results are given to support the recommendations provided.
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TCR-TR 02 (October 1994): Human Factors (HF); Assignment of alphabetic letters to digits on push button
dialing keypads
This document specified the assignment of the alphabetic letters to the digits on telephone keypads. It was superseded in
1996 by ETS 300 640 which later became the worldwide standard in 2002 as ITU-T Recommendation E.161
TCR-TR 023 (October 1994): Human Factors (HF); Assignment of alphabetic letters to digits on push button
dialling keypads
A report formally stating that TC-HF supports option "A" of ITU-T Recommendation E161 but with no commitment to
recommend any service that assumes this option.
ETS 300 375 (November 1994): Human Factors (HF); Pictograms for point to point videotelephony
ETS 300 375 specifies a set of pictograms representing eight point to point videotelephony functions.
ETS 300 381 (December 1994): Telephony for hearing impaired people; Inductive coupling of telephone
earphones to hearing aids
ETS 300 381 specifies the requirements for the magnetic field to be produced at the earphone to permit satisfactory
coupling to a hearing aid.
ETS 300 488 (January 1996): Terminal Equipment (TE); Telephony for hearing impaired people;
Characteristics of telephone sets that provide additional receiving amplification for the benefit of the hearing
impaired
ETS 300 488 specifies the electro-acoustic performance characteristics of telephones with receive amplification greater
than that normally provided.
ETS 300 640 (August 1996): Human Factors (HF); Assignment of alphabetical letters to digits on standard
telephone keypads
ETS 300 640 specifies which letters go on which keys on keypads for all terminals, both public and private. It is fully
harmonized with ITU-T Recommendation E.161 and with ISO/IEC 9995-8.
ETS 300 679 (September 1996): Terminal Equipment (TE); Telephony for the hearing impaired; Electrical
coupling of telephone sets to hearing aids
ETS 300 679 specifies the electrical and mechanical requirements for the direct electrical connection of a telephone set
to a hearing aid.
ETS 300 738 (June 1997): Human Factors (HF); Minimum Man-Machine Interface (MMI) to public network
based supplementary services
ETS 300 738 defines the format of the control actions required to gain access to and to control public network based
supplementary services. It describes the necessary information to be provided by the network during the resultant
dialogue.
It sets out to provide a complete listing of supplementary services and their codes based upon information derived from
CEPT, ETSI standards and common usage. Some of the codes listed appear never to have been brought into use. No
definitions are provided for the service names listed.
ETS 300 767 (July 1997): Human Factors (HF); Telephone Prepayment Cards; Tactile Identifier
ETS 300 767 specifies the form, dimensions and position of the shape cut out of the short edge of a machine readable
card as a tactile identifier.
EN 301 104 (October 1998): Human Factors (HF); Human factors requirements for a European Telephony
Numbering Space (ETNS)
EN 301 104 specifies the human factors requirements dealing with aspects of a European telephony numbering space. It
covers those aspects of a ETNS services of importance to users of those services and to other affected users.
It provides rules for the formatting of numbers, for migrating from an ETNS service to a global service, for CLI
information, call charging information, delays and linguistic difficulties.
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EN 301 462 (March 2000): Human Factors (HF); Symbols to identify telecommunications facilities for deaf and
hard of hearing people
EN 301 462 specifies a range of symbols to identify telecommunications facilities for deaf and hard of hearing people.
The symbols derive from the work described in TR 101 767. The document does not provide any indication of preferred
colours.
EG 201 013 (April 1997): Human Factors (HF); Definitions, abbreviations and symbols
EG 201 013 provides a convenient listing of those definitions, abbreviations and symbols used in documents prepared
by TC HF.
EG 201 024 (May 1997): Human Factors (HF); User interface design principles for the Telecommunications
Management Network (TMN) applicable to the "G" Interface
EG 201 024 provides a set of design principles for the human to computer interface of telecommunications management
networks. The time criticality of networks is identified and methods are described for reducing the quantity of
information to be handled. A set of symbols is recommended.
EG 201 103 (February 1998): Human Factors (HF); Human factors issues in Multimedia Information Retrieval
Services (MIRS)
EG 201 103 focuses on the principles that are important for navigation in Multimedia Information Retrieval Services
identified as provided by ETSI members. The guide proposes general Human Factors guidelines aimed at being
applicable to a range of different services.
The document provides useful information to assist in the design of an easily usable and successful system.
EG 201 219 (March 2006): User requirements; Guidelines on the consideration of user requirements when
managing the standardisation process
EG 201 219 is a User Group document giving guidance to authors of standards on how users’ requirements should be
taken into account during the writing process. It deals with users as users of a product or service who may be business
or private users (consumers).
It lists a number of generic user requirements and calls for more user involvement in the standards making process.
EG 201 379 (December 1998): Human Factors (HF); Framework for the development, evaluation and selection
of graphical symbols
EG 201 379 is intended to provide a framework for the development, evaluation and selection of graphical symbols for
use in a telecommunications environment. Some difficulties have been found in evaluating symbols in accordance with
the guidance given.
EG 201 472 (February 2000): Human Factors (HF); Usability evaluation for the design of telecommunication
systems, services and terminals
EG 201 472 is intended to give guidance on usability evaluation methods with special emphasis on its use within the
Human-Centred Design Process. The document updates the techniques described in ETR 095 and provides a readable
and very useful tutorial on the subject.
EG 201 795 (July 2000): Human Factors (HF); Issues concerning user identification in future
telecommunications systems
EG 201 795 is a brief document which sets out the issues in user oriented identification requirements. It provides
guidelines for authors of standards to ensure that users' identification needs are met by the systems that they specify.
The document is concerned explicitly with the set-up of communications and not with their content.
EG 201 940 (April 2001): Human Factors (HF); User identification solutions in converging networks
EG 201 940 details the user requirements for a unique end user identification. A number of potential solutions are
investigated which require little or no change to existing numbering schemes and identification mechanisms. The
Universal Communications Identifier (UCI) is proposed as a solution.
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EG 202 048 (August 2002): Human Factors (HF); Guidelines on the multimodality of icons, symbols and
pictograms
EG 202 048 is a somewhat academic study of the design and use of multimodal symbols with special emphasis on the
requirements of people with disabilities and elderly people. It provides guidelines to good practice and describes how
their use can facilitate the Design for All approach.
The subject is treated in some detail and an extensive bibliography is provided.
EG 202 067 (September 2002): Universal Communications Identifier (UCI); System framework
EG 202 067 is a major report providing an introduction to the framework of UCI and that defines the system
architecture and operations needed to implement UCI, capitalizing on existing and emerging standards which are
identified in the document.
The main UCI functional entities, the required capabilities and technical requirements are described. Further
descriptions cover details of communications using UCI and how it assists in privacy protection, the data handled and
the security framework. An introduction is given to administration issues and the standards that could support UCI.
EG 202 072 (September 2002): Universal Communications Identifier (UCI); Placing UCI in context; Review and
analysis of existing identification schemes
EG 202 072 contributes to the third phase of the UCI project and provides a detailed overview of existing naming,
numbering and addressing schemes. It also reports on the application programming interface work ongoing in ETSI
EG 202 116 (March 2009): Human Factors (HF); Guidelines for ICT products and services; "Design for All"
EG 202 116 is a revised and updated version of ETR 116 which takes on board the concept of Design for All. It
provides a one-stop shop for advice on the Human Factors aspects of ICT devices and is aimed at the practical designer
rather than the Human Factors expert.
EG 202 132 (August 2004): Human Factors (HF); User interfaces; Guidelines for generic user interface elements
for mobile terminals and services
EG 202 132 reports on the consensus building within the mobile telephone industry to achieve generic user interfaces
without restricting the ability of market players to further improve and develop their terminals and services. It aims to
provide simplified access to basic and selected advanced functions of mobile communications. It provides detailed
advice on the harmonization of many aspects of terminals and services.
EG 202 191 (August 2003): Human Factors (HF); Multimodal interaction, communication and navigation
guidelines
EG 202 191 deals with multimodal interaction, communication and navigation at the user interface showing how to
reduce the exclusion of people with disabilities by using multimodality to compensate for impairments. The document
sets out a number of design principles for multimodal systems. It also reports the results of a number of consultations
with key researchers in the area.
EG 202 249 (March 2004): Universal Communications Identifier (UCI); Guidelines on the usability of UCI based
systems
This is a lengthy document (101 pages) which gives detailed usability guidelines for the development and
implementation of UCI systems. It also identifies those areas where further research is necessary or where technical
details are not yet resolved.
EG 202 301 (May 2004): Universal Communications Identifier (UCI); Using UCI to enhance communications for
disabled, young and elderly people
This document gives guidance on how the UCI additional information field and Personal User Agents can be used to
enhance the communications experience of young and elderly people and people with disabilities.
It provides a number of recommendations which, if followed, would greatly enhance communications for the target
groups.
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EG 202 320 (October 2005): Human Factors (HF); Duplex Universal Speech and Text (DUST) communications
This document sets out the requirements for those users who need or prefer to communicate by text. It provides stage 1
and stage 2 descriptions of a service that could satisfy those needs and provides scenarios of practical solutions.
Standards capable of providing these solutions are identified as are a number of outstanding issues that need to be
addressed.
EG 202 325 (October 2005): Human Factors (HF); User Profile Management
This document provides guidelines on the management by users of their profiles which allow them to set their personal
preferences for terminals and services. The document particularly aims to reduce the number of times that users have to
enter the same profile information.
It provides a very large number of scenarios and much detailed guidance. The over 200 guidelines given reflect the
large amount of work that went into preparing this guide.
EG 202 416 (December 2006): Human Factors (HF); User Interfaces; Setup procedure design guidelines for
mobile terminals and services
The growing complexity of modern mobile terminals often provides barriers to new users who need guidance on the
access and use of these terminals. This document sets out extensive user interface guidelines for set up procedures for
terminals and services. The guide provides a design for all approach taking into account the needs of children and the
elderly as well as disabled users.
The extensive guidelines are illustrated through a number of scenarios and use cases.
EG 202 417 (December 2006): Human Factors (HF); User education guidelines for mobile terminals and services
This document provides guidance for the creation of user guides and help systems for mobile terminals and services. It
provides both generic and specific guidelines that are intended to help to increase the uptake and usage of mobile
terminals and services.
Examples are given showing how to provide instructions and advice appropriate to the expertise of the user. Taid the
clarity, a summary of the over 150 guidelines is provided in an annex.
EG 202 421 (January 2007): Human Factors (HF); Multicultural and language aspects of multimedia
communications
This document is effectively a textbook that provides a significant tutorial on cultural and language aspects arising from
wide research on the subject. It concentrates more on language than culture. The users needs are expected to be handled
by use of the Universal Communications Identifier (UCI) and by the use of User Profiles. Scenarios and guidelines
illustrate how user difficulties may be handled in the future.
One annex summarizes 17 main requirements and a second gives recommendations on good practice.
EG 202 423 (August 2005): Human Factors (HF); Guidelines for the design and deployment of ICT products and
services used by children
This document is intended to provide guidelines for standards developers and ICT designers on how to take account of
the needs of children of 12 years and younger in the design and deployment of ICT products and services. It is a useful
tutorial on those aspects of design that need to be taken into account when considering the needs of child users.
Annexes discuss the rationale for the document, describe the characteristics of children using ICT products, and provide
advice on usability testing with children.
EG 202 487 (February 2008): Human Factors (HF); User experience guidelines; Telecare services (eHealth)
This Guide builds on TR 102 415 and provides a comprehensive list of guidelines intended to optimize the user
experience of health and social care delivered within or outside their homes with the support of systems enabled by
ICT. Due mainly to the large range of aspects considered (e.g. privacy, ethics, legal aspects, reliability, integrity, etc.),
the advice given is somewhat difficult to access as it addresses research, development and deployment aspects.
The document is aimed at those who design, develop, procure and deploy telecare services.
ETSI
14 ETSI SR 001 996 V5.1.3 (2010-11)
EG 202 534 (November 2006): Human Factors (HF); Guidelines for real-time person-to-person communication
services
EG 202 534 is a somewhat academic document that provides guidelines for communication in a number of modes such
as text, audio and video and covers face to face communication, remote inspection and multipoint communication. The
needs of user groups such as blind or hearing impaired users are treated.
EG 202 670 (March 2010): Human Factors (HF); User Experience Guidelines for real-time communication
services expressed in Quality of Service terms
An updated version of EG 202 534 that has been extended to cover real-time person to machine communication as well
as person to person communication. It takes a somewhat academic approach to its subject.
A large number of topics are addressed in a form that is sometimes a little difficult to follow. The document is
supported by a searchable web based tutorial that can be found at http://portal.etsi.org/stfs/STF_HomePages/STF354/
that makes the information more readily approachable.
EG 202 745 (September 2008): Human Factors (HF); Guidelines on the provision of ICT services to young
children
Provides brief guidelines for service and content providers who are deploying and provisioning ICT services being used
by children under 12 years of age.
EG 203 072 (November 2003): Universal Communications Identifier (UCI); Results of a detailed study into the
technical areas for identification harmonization; Recommendations on the UCI for NGN
This Guide sets out in some technical detail the requirements for users, terminals and networks whereby UCI can be
implemented in an NGN environment.
ES 201 125 (February 1998): Human Factors (HF); Universal Personal Telecommunications (UPT);
Specification of the minimum Man-Machine Interface (MMI) for Phase 1 UPT
ES 201 125 defines the minimum Man-Machine Interface for the phase 1 UPT service, describing the requirements to
be met by the service provider, the network operator and the terminal device.
The minimum transitions are illustrated with state transition diagrams and the UPT control procedures are profusely
described in Specification and Description Language (SDL) in a set of diagrams.
ES 201 275 (August 1998): Human Factors (HF); User control procedures in basic call, point-to-point
connections, for Integrated Services Digital Network (ISDN) videotelephony
ES 201 275 specifies the minimum set of user procedure necessary to control a basic call point to point connection for
the ISDN videotelephony service. It covers fallback to ordinary ISDN and PSTN telephony. It describes the various
videotelephony services available and the different communication modes.
User control procedures and the call handling processes are described in a set of SDL diagrams. Compliance
requirements and procedures are described.
ES 201 381 (December 1998): Human Factors (HF); Telecommunications keypads and keyboards; Tactile
identifiers
ES 201 381 specifies the form, dimensions and location of tactile identifiers on digit "5" of keypads and on the "F" and
"J" keys of keyboards.
ES 201 382 (December 2003): Human Factors (HF); Procedure for registering a supplementary service code
ES 201 382 describes the procedure to be followed when applying for a supplementary service code for use in a public
network that is to be registered in the ETSI register of supplementary service codes.
ES 201 930 (May 2001): Human Factors (HF); Specification of user requirements for use in ETSI deliverables
This document lays down a requirement that all ETSI deliverables should contain an annex setting out the users of the
product or service described, their goals, the equipment used, the tasks and feedback for users and the circumstances in
which the product or service is intended to be used. The annex should also state how the answers have been validated.
ETSI
15 ETSI SR 001 996 V5.1.3 (2010-11)
ES 202 076 (August 2009): Human Factors (HF); User Interfaces; Generic spoken command vocabulary for ICT
devices and services
ES 202 076 specifies a set of spoken commands in five European languages that can be used to control the functions of
ICT devices equipped with speech recognition. All languages for the commands were user tested in their respective
countries.
The commands are applicable to the functions of navigation, information retrieval, basic call handling and the
configuration of preferences and they address the most common telecommunications services.
ES 202 130 (September 2007): Human Factors (HF); User Interfaces; Character repertoires, ordering rules and
assignments to the 12-key telephone keypad
ES 202 130 specifies the assignment of characters to the keys in a 12 button keypad to enable such a keypad to be used
for writing an SMS message or entering information into a database. It also deals with the ordering of characters.
This latest version of the document is a tour de force of nearly 300 pages that covers Latin Greek and Cyrillic script and
is applicable to the official languages of the EU, those used in EFTA and Russian selected non-European languages
used by significant minorities. It now extends to 98 languages in all, with an appendix dealing with three Indian
languages.
This standard provides a major contribution to the work of handling cultural diversity in Europe.
ES 202 432 (November 2006): Human Factors (HF); Access symbols for use with video content and ICT devices
ES 202 432 is a simple document which defines the symbols to be used to identify the availability of subtitling, audio
description, signing, speech output and spoken command on a range of ICT devices and services. The work of
development and evaluation of these symbols is described in TR 102 520.
ES 202 746 (February 2010): Human Factors (HF); Personalization and User Profile Management; User Profile
Preferences and Information
This standard specifies a set of user profile preference and information settings for use in ICT services a
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