ETSI TR 102 783 V1.1.2 (2010-03)

Human Factors (HF); Web-based Guideline and Tutorial System for Real-time Communication Services; QoE (Quality of Experience) expressed in QoS (Quality of Service) terms; Supporting and maintenance information

RTR/HF-00132

General Information

• Status: Published
• Publication Date: 17-Mar-2010
• Technical Committee: HF - Human Factors
• Current Stage: 12 - Completion
• Due Date: 31-Mar-2010
• Completion Date: 18-Mar-2010

Standards Content (Sample)

ETSI TR 102 783 V1.1.2 (2010-03)
Technical Report

Human Factors (HF);
Web-based Guideline and Tutorial System for
Real-time Communication Services;
QoE (Quality of Experience) expressed in
QoS (Quality of Service) terms;
Supporting and maintenance information

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2 ETSI TR 102 783 V1.1.2 (2010-03)



Reference
RTR/HF-00132
Keywords
interaction, quality, service
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3 ETSI TR 102 783 V1.1.2 (2010-03)
Contents
Intellectual Property Rights . 4
Foreword . 4
1 Scope . 5
2 References . 5
2.1 Normative references . 5
2.2 Informative references . 5
3 Definitions and abbreviations . 6
3.1 Definitions . 6
3.2 Abbreviations . 7
4 Overview of the System . 7
4.1 The main facilities of the web-based system . 7
4.1.1 Navigation facility . 7
4.1.2 Education facility . 9
4.1.3 Dissemination facility . 10
4.2 Types of Guidelines. 10
4.3 Types of tutorials . 11
5 Overview of the design. 11
5.1 Find Guideline module . 13
5.2 Take tutorial module . 14
5.3 Maintenance requirements of the web-based system . 15
6 Design considerations. 15
6.1 Rationale for the design . 15
6.2 Realisation and Implementation . 16
7 Internal data model . 19
History . 22

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4 ETSI TR 102 783 V1.1.2 (2010-03)
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 Technical Report (TR) has been produced by ETSI Technical Committee Human Factors (HF).
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5 ETSI TR 102 783 V1.1.2 (2010-03)
1 Scope
The present document provides documentation on the specification, implementation and maintenance of the WBGTS
(Web-based Guideline and Tutorial System) for real-time communication services.
The WBGTS can be accessed from the ETSI site: http://portal.etsi.org/stfs/STF_HomePages/STF354/.
It contains guidelines from EG 202 670 [i.1]. It is based on a specification of user requirements described in
TR 102 643 [i.3].
Like EG 202 670 [i.1], the Web-based system presents guidelines for real-time communication services that provide
text communication, speech communication, video communication, multimedia communication, IP-TV, mobile-TV and
real-time games. Unlike EG 202 534 [i.9], the Web-based system offers both greater detail of the empirical sources of
each guideline and tutorials on key concepts to support understanding and applying the guidelines.
2 References
References are either specific (identified by date of publication and/or edition number or version number) or
non-specific.
• For a specific reference, subsequent revisions do not apply.
• Non-specific reference may be made only to a complete document or a part thereof and only in the following
cases:
- if it is accepted that it will be possible to use all future changes of the referenced document for the
purposes of the referring document;
- for informative references.
Referenced documents which are not found to be publicly available in the expected location might be found at
http://docbox.etsi.org/Reference.
NOTE: While any hyperlinks included in this clause were valid at the time of publication ETSI cannot guarantee
their long term validity.
2.1 Normative references
The following referenced documents are indispensable for the application of the present document. For dated
references, only the edition cited applies. For non-specific references, the latest edition of the referenced document
(including any amendments) applies.
Not applicable.
2.2 Informative references
The following referenced documents are not essential to the use of the present document but they assist the user with
regard to a particular subject area. For non-specific references, the latest version of the referenced document (including
any amendments) applies.
[i.1] ETSI EG 202 670: "Human Factors (HF); User Experience Guidelines for real-time
communication services expressed in Quality of Service terms".
[i.2] ETSI TR 102 535: "Human Factors (HF); Guidelines for real-time person-to-person
communication services; Future requirements".
[i.3] ETSI TR 102 643: "Human Factors (HF); Quality of Experience (QoE) requirements for real-time
communication services".
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6 ETSI TR 102 783 V1.1.2 (2010-03)
[i.4] Hestnes, B., Brooks, P., Heiestad, S. (2009): "QoE (Quality of Experience) - measuring QoE for
improving the usage of telecommunication services", Telenor R&I R 21/2009.
[i.5] ITU-T Recommendation E.800: "Definitions of terms related to quality of service".
[i.6] ITU-T Recommendation P.10/G.100: "Amendment 2: New definitions for inclusion in
Recommendation ITU-T P.10/G.100".
[i.7] Nielsen, J.: "Usability Engineering". Boston, MA: Academic Press, 1993.
[i.8] W3C Web Accessibility Initiative, online.
NOTE: Available at http://www.w3.org/WAI/.
[i.9] ETSI EG 202 534: "Human Factors (HF); Guidelines for real-time person-to-person
communication services".
[i.10] ISO 9001: "Quality management systems - Requirements".
3 Definitions and abbreviations
3.1 Definitions
For the purposes of the present document, the following terms and definitions apply:
Quality of Experience (QoE) (1): measure of user performance based on both objective and subjective psychological
measures of using an ICT service or product
NOTE 1: It takes into account technical parameters (e.g. QoS) and usage context variables (e.g. communication
task) and measures both the process and outcomes of communication (e.g. user effectiveness, efficiency,
satisfaction and enjoyment).
NOTE 2: The appropriate psychological measures will be dependent on the communication context. Objective
psychological measures do not rely on the opinion of the user (e.g. task completion time measured in
seconds, task accuracy measured in number of errors). Subjective psychological measures are based on
the opinion of the user (e.g. perceived quality of medium, satisfaction with a service).
EXAMPLE: A service provider may conclude that a service with a certain level of QoS used for a particular
communication situation offers users excellent QoE, whist with a different level of QoS provides
poor QoE.
Quality of Experience (QoE) (2): overall acceptability of an application or service, as perceived subjectively by the
end-user
NOTE 1: Quality of experience includes the complete end-to-end system effects (client, terminal, network, services
infrastructure, etc.).
NOTE 2: Overall acceptability may be influenced by user expectations and context.
NOTE 3: ITU-T Recommendation P.10/G.100 Amendment 2 [i.6] definition.
Quality of Service (QoS): totality of characteristics of a telecommunications service that bear on its ability to satisfy
stated and implied needs of the user of the service
NOTE: ITU-T Recommendation E.800 [i.5] definition.
real-time communication service: service with which users expect to share information instantly and continuously
with one or more other user
NOTE 1: A real-time communication service generates and delivers either text, audio, graphics, video and data or
some combination of these communication media.
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7 ETSI TR 102 783 V1.1.2 (2010-03)
NOTE 2: The information sharing process occurs either by: (1) a person interacting via technology directly to
another person (person-to-person) or; (2) a person interacting with a machine (person-to-machine).
EXAMPLE: An example real-time person-to-person communication service is videoconferencing and an
example real-time person-to-machine communication service is Live TV.
3.2 Abbreviations
For the purposes of the present document, the following abbreviations apply:
BC Book Chapter
CP Conference Proceedings
EP Expert Panel
FAQ Frequently asked questions
ICT Information and Communications Technology
IP-TV Internet Protocol Television
ITU International Telecommunication Union
JA Journal Article
QoE Quality of Experience
QoS Quality of Service
RA Research Article
REF Reference
RR Research Report
STF Specialist Task Force
WBGTS Web-Based Guidelines and Tutorial System
WP Workshop Proceedings
4 Overview of the System
The Web-Based Guideline and Tutorial System (WBGTS) addresses the Quality of Experience (QoE) of real-time
communication services by providing guidelines developed from user test results. Each guideline includes one or more
important Quality of Service (QoS) parameter that was tested with users. Therefore the web-based system provides QoE
Guidelines expressed in QoS terms. A description of the concepts of QoE and QoS and how guidelines are developed is
provided in [i.4]. An overview of the real-time communication services covered is provided in TR 102 643 [i.3].
The guidelines are from EG 202 670 [i.1] and the WBGTS is based on a specification of user requirements described in
TR 102 643 [i.3].
4.1 The main facilities of the web-based system
The web-based System offers three main facilities:
• Navigation
• Education
• Dissemination
4.1.1 Navigation facility
The aim of the navigational facility is to assist guideline users to discover whether or not guidelines exist that cover the
issue in which they are interested.
The navigation facility offers three paths to reach a specific guideline, via:
• Communication services
• Guideline topics
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• User keyword search
EXAMPLE: A network provider is considering launching a new ADSL product for video calls. A Strategic
network planner in this organization would like to determine the number of subscriptions that are
possible on the same sub-network. By using the "Find a guideline" link it is possible to find
guidelines about "Services" and then "Video communication" as a Service sub-set. Also,
navigating through the Topic of "Technical parameters" will similarly lead to information on
Packet loss.
If the need concerns one specific service, such as Speech communication, all other information is excluded. This is also
the case when selecting a particular topic, such as "Purpose of communication". If the topic of "Purpose of
communication" is chosen and then Negotiation task, then all guidelines from user tests based on a negotiation context
will be presented for all the services for which there are test results.
If neither of these paths provide relevant information for a particular guideline user it is possible that the general search
engine could identify additional information. There could be a problem with terminology; for example, between use of
the words "Delay" and "Latency". Whilst navigating via Services and Topics enables a relatively simple but effective
traverse through a relatively broad information space, the Search function is available as a final option to the user when
necessary.
The navigation engine also enables guideline users to enter deeper into available data than in a traditional ETSI
Standard, ETSI Guide or an ETSI Technical Report. Due to the constraints of a mainly "linear" paper or electronic
document, these documents usually present single-sentence summary justifications for guidelines whereas detailed
information for each empirical source is made available with the web-based system. These detailed justifications
provide more comprehensive information about the test result from which it is derived (e.g. types of users, experimental
design, complete technical set-up, statistical results). Some key original literature sources for the guidelines are also
available for download directly by the user of the web-based system.
Table 1 shows the services and topics in which the Guidelines are grouped.
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9 ETSI TR 102 783 V1.1.2 (2010-03)
Table 1: Guideline topics per service
Service Topic Service Topic
Text communication Delay Face-to-face video (continued) Deaf or hearing impairment
Duration Speech impairment
Negotiation Remote inspection video Audio-video asynchrony
Person perception Resolution
Deaf or hearing impairment Frame-rate
Speech communication Delay Packet loss
Stereo Cost-benefit
Spatial speaker recognition Self view
Packet loss Instruction task
Media Quality Problem solving task
Business communication Showing surroundings
User performance Object recognition task
Listening task Blind or visual impairment
Negotiation task Multipoint video Window configuration
Problem solving task Multimedia communication Audio-video asynchrony
Instruction task Appearance
Person perception Eye contact
Elderly Media Quality
Deaf or hearing impairment Urgency
Face-to-face video Packet loss Deaf or hearing impairment
Audio-video asynchrony Cognitive impairment
Delay Medical interview task
Packet loss Real-Time Games Delay
Resolution
Media Quality Background noise
Screen size Person perception
Reliability Social wellbeing
Cost-benefit IP-TV Frame-rate
Urgency Packet loss
Negotiation task Colour depth
Problem solving task Mobile TV Frame-rate
Instruction task Resolution
Decision making task Packet loss
Medical interview task Bit-rate
Group video communication Screen size
Human support Content type
Appearance Pattern of use
Eye contact Viewing distance
Person perception

4.1.2 Education facility
The aim of the education facility is to assist guideline users to understand terms, expressions and concepts used. The
guidelines deliberately incorporate multidisciplinary data (e.g. linking QoE and QoS aspects). Guidelines users working
in technical areas may understand Packet loss, whereas persons working in more marketing and financial areas may
benefit from an explanation of this term. On the other hand, the more technically-oriented guideline users may benefit
from explanations of the more user-centred concepts, such as a communication task based on Negotiation.
EXAMPLE: A Human Factors specialist working at a service provider organization becomes responsible for
considering user implications of packet loss. However, he does not understand the implications of
packet loss sufficiently to immediately apply his knowledge of psychology. He chooses the lessons
about packet loss and becomes informed about the causes of errors on a digital line and the
measurement of Bit Error Rate. He also learns that when packets are transported over a digital line
and a Bit Error damages the packet this results in either the packet repairing itself (if it has enough
information) or the packet being lost. The packet may contain audio or video information and
therefore damage or loss may lead to the user perceiving some type of distortion.
The education facility offers lessons within specific areas.
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4.1.3 Dissemination facility
Dissemination is not a mechanism in the web-based system. Rather, the web-based system is used to enhance the
dissemination process.
EXAMPLE: An equipment manufacturer developing 3G mobile terminals recognizes that it is necessary to
know if the video quality of a new device is good enough. A Development engineer in this
organization wonders if there could a Standard or published Guide to which she could refer and be
able to state that the new product is quality assured for users. She uses a general search function
and discovers a guideline that states th
...