ETSI EG 203 499 V1.1.1 (2019-08)
Human Factors (HF); User-centred terminology for existing and upcoming ICT devices, services and applications
Human Factors (HF); User-centred terminology for existing and upcoming ICT devices, services and applications
DEG/HF-00 203 499 Term.
Človeški dejavniki (HF) - Uporabniško usmerjeno izrazoslovje za sedanje in prihodnje naprave, storitve in aplikacije IKT
General Information
Standards Content (Sample)
Final draft ETSI EG 203 499 V1.1.1 (2019-05)
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
2 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation,
telephony, terminology, user
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3 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 8
3.1 Terms . 8
3.2 Symbols . 9
3.3 Abbreviations . 9
4 User-centred development of terms . 10
5 Method . 11
5.1 General . 11
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 12
5.3 Phase 2: Collection of terms . 13
5.4 Phase 3: Analysis and selection . 13
5.5 Principles of use . 13
6 Device-related terminologies . 14
6.1 Domain categories . 14
6.2 General terms . 14
6.2.1 Overview . 14
6.2.2 General terms: Hardware and physical elements . 15
6.2.3 General terms: Other physical items . 19
6.2.4 General terms: Software . 20
6.2.5 General terms: Control functions - softkeys . 20
6.2.6 General terms: Control functions - gestures . 21
6.2.7 General terms: Basic functions . 23
6.2.8 General terms: Radio related . 28
6.3 Accessibility terms . 30
6.3.1 Overview . 30
6.3.2 Accessibility terms: Access and settings . 31
6.3.3 Accessibility terms: Vision . 31
6.3.4 Accessibility terms: Hearing . 34
6.3.5 Accessibility terms: Dexterity. 35
6.3.6 Accessibility terms: Cognitive assistance . 36
6.3.7 Accessibility terms: Media retrieval . 37
6.4 Telephony services . 37
6.4.1 Overview . 37
6.4.2 Telephony services: Device UI . 38
6.4.3 Telephony services: Device functionality . 39
6.4.4 Telephony services: Voice call handling . 40
6.4.5 Telephony services: System- and network services . 41
6.5 Photography . 43
6.5.1 Overview . 43
6.5.2 Taking photos . 43
6.5.3 Handling photos . 45
6.5.4 Taking and handling videos . 48
7 Service- and application-related terminologies . 48
7.1 Domain categories . 48
7.2 General terms . 49
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4 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
7.2.1 Overview . 49
7.2.2 General terms: Authentication, login and confirmation . 50
7.2.3 General terms: Setup and settings . 51
7.2.4 General terms: Common functionality . 52
7.3 Messaging services . 56
7.3.1 Overview . 56
7.3.2 Access and setup - text-based services . 56
7.3.3 Access and setup - voicemail, audio, and video messaging . 59
7.3.4 Basic functionalities - text and voice messaging . 60
7.3.5 Basic functionalities - voicemail services . 61
7.4 Media services . 61
7.4.1 Overview . 61
7.4.2 AV access, retrieval, and control . 62
7.4.3 Text access, retrieval, and control . 63
7.4.4 Streaming live media . 64
7.5 Societal services and communication . 65
7.5.1 Overview . 65
7.5.2 Societal services . 66
7.5.3 Communication . 67
7.5.4 Emergency communication . 67
7.6 Social media services . 69
7.6.1 Overview . 69
7.6.2 Configuration and access . 69
7.6.3 Service handling . 70
7.6.4 Online media handling . 71
7.7 Banking services . 72
7.7.1 Overview . 72
7.7.2 eBanking . 73
7.7.3 ePayment . 77
7.7.4 eCommerce . 79
7.7.5 Investment services . 81
7.8 eHealth ser vices . 82
7.8.1 Overview . 82
7.8.2 Monitoring services . 82
7.8.3 Diagnosis and treatment . 83
7.8.4 Fitness . 85
7.9 Travel planning . 87
7.10 Navigation . 90
7.11 Games . 95
7.12 Searching and browsing . 96
7.12.1 Overview . 96
7.12.2 Web browser . 96
7.12.3 Search engine . 98
7.13 Tools . 100
History . 102
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5 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-
taining 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 re-
spect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This final draft ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF), and is now
submitted for the ETSI standards Membership Approval Procedure.
The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-
vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,
expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick
uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
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6 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Introduction
The terms (words, labels) used in the user interface (UI) of a device, service or application may present an obstacle for
users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are
introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-
petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,
in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among
manufacturers and service providers.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-
tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-
ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:
• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to
unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);
• limited feature discovery and unclear user expectations (customers who do not understand certain features may
not use them, hence revenue may be missed);
• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);
• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.
The need for a harmonized terminology of device, service, and application features increases as new features and func-
tionalities are being developed. Device software, services, and applications are frequently updated, often without even
providing an update of the user documentation to the users.
ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-
use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the
most common and generic mobile ICT functions.
Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability
of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-
ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet
applications in most segments of everyday life.
A harmonized terminology can also be fed into terminology management systems used within a company to ensure the
consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides
and promotional materials), see Clause 4.
ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for
hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI
TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-
tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI
EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the
many features and services evolved or not available at that time, and to cover other main European languages in addi-
tion to English.
The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by
the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change
in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion
to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-
plicability of the present document.
The selection and validation process of the terms applied throughout their development, performed in collaboration with
stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve
through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.
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7 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
1 Scope
The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-
ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end
users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,
and Spanish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether
they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are
applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to
the user interface (UI) design for a product as well as that of any user documentation accompanying it.
User requirements and available results of standardization work have been considered and integrated in the present doc-
ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,
taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into
account.
The present document does not provide design guidance, nor does it intend to restrict the ability of market players to
further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user
interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or non-spe-
cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-
enced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for
3G/UMTS mobile devices, services and applications".
[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-
vices".
[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-
tems and services".
[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and
concepts".
[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment
design".
[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
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8 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.
NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.
[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-
ture Guide.
NOTE: Available at www.gari.info.
[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".
NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.
[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".
[i.13] ISO/IEC 29138-1:2018: "Information technology - User interface accessibility - Part 1: User ac-
cessibility needs".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
consensus: general agreement, characterized by the absence of sustained opposition to substantial issues by any of the
concerned interests and by a process that involves taking into account the views of all parties concerned and to reconcile
any conflicting arguments
design-for-all: design of products to be usable by all people, to the greatest extent possible, without the need for spe-
cialized adoption
emergency call: call from a user to an emergency control centre
end user: see user
function: abstract concept of a particular piece of functionality in a device or service
generic: generalized set or general purpose set, often in the sense of basic or ordinary
ICT devices and services: devices or services for processing information and/or supporting communication, which has
an interface to communicate with a user
impairment: any temporary or permanent; progressive, regressive or static; or intermittent or continuous reduction or
loss of psychological, physiological or anatomical function or structure of a user (environmental included)
mobile device: personal communication device, e.g. a smartphone, capable of communicating by using one or several
radio technologies, including support for internet access
term: word or a phrase describing a thing or expressing a concept, in a specific language, domain or context
NOTE: Based on the Oxford dictionary.
terminal: physical device which interfaces with a telecommunications network, and hence to a service provider, to ena-
ble access to a telecommunications service
NOTE: A terminal also provides an interface to the user to enable the interchange of control actions and infor-
mation between the user and the terminal, network or service provider.
terminology: vocabulary of technical terms in a particular field, subject, science, or art; nomenclature
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9 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
usability: effectiveness, efficiency and satisfaction with which specified users can achieve specified goals (tasks) in a
specified context and particular environments, see ETSI ETR 095 [i.4] and ISO 9241-11 [i.5]
NOTE: In telecommunications, usability includes the concepts of learnability and flexibility; and reference to the
interaction of more than one user (the A and B parties) with each other and with the terminals and the tel-
ecommunications system, see ETSI ETR 116 [i.6].
user: person who uses a telecommunications terminal to gain access to and control of a telecommunications service or
application
NOTE: The user may or may not be the person who has subscribed to the provision of the service or owns the
terminal. Also, the user may or may not be a person with impairments.
User Interface (UI): physical and logical interface through which a user communicates with a telecommunications ter-
minal or via a terminal to a telecommunications service (also called man-machine interface, MMI)
NOTE: The communication is bi-directional in real time and the interface includes control, display, audio, haptic
or other elements, in software or hardware.
user requirements: requirements based on user needs and capabilities, on a telecommunication service and any of its
supporting components, terminals and interfaces, in order to make use of this service in the easiest, safest, most efficient
and most secure way
voice (spoken) command: verbal or other auditory dialogue format which enables the user to input commands to con-
trol a device, service or application
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
rd
3G 3 Generation (mobile networks)
APN Access Point Name
APR Área de Prioridad Residencial
ATM Automated Teller Machine
AV AudioVisual
CCNR Call Completion on No Reply
CEAM Carte Européenne d’Assurance Maladie
CLIP Caller Line Identification Presentation
CLIR Caller Line Identity Restriction
DAB Distributeur Automatique de Billets
EDGE Enhanced Data rates for GSM Evolution
EHIC European Healthcare Identity Card
FTP File Transfer Protocol
GARI Global Accessibility Reporting Initiative
GPRS General Packet Radio Service
GPS Global Positioning System
GSM Global System for Mobile telecommunication
HDR High Dynamic Range
HF Human Factors
HSPA High-Speed Packet Access
HSPA+ evolved High-Speed Packet Access
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
IBAN International Bank Account Number
ICE In Case of Emergency
ICT Information and Communication Technologies
IM Instant Messaging
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IMEI International Mobile Equipment Identity
IP Internet Protocol
IR Infrared
IRPF Impuesto sobre la Renta de las Personas Fisicas
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
LED Light Emitting Diode
LTE Long Term Evolution
MMI Man-Machine Interface
MMS Multimedia Message Service
NFC Near-Field Communication
ÖPNV Öffentlicher Personennahverkehr
OS Operating System
PA Public Address
PC Personal Computer
PIN Personal Identity Number
PUK Personal Unblocking Key
RF Radio Frequency
RH Rhesus
RTT Real-time Text Telephony
SD Secure Digital
SEPA Single Euro Payments Area
SIM Subscriber Identity Module
SMS Short Message Service
SMTP Simple Mail Transfer Protocol
SOS Save Our Souls
TAN Transaction Number
TTS Text To Speech
TV Television
UI User Interface
UICC Universal Integrated Circuit Card
UMTS Universal Mobile Telecommunication System
URI Uniform Resource Identifier
URL Uniform Resource Locator
USB Universal Serial Bus
USB-C Universal Serial Bus- C type
USIM Universal Subscriber Identity Module
VPN Virtual Private Network
WAP Wireless Application Protocol
Wi-Fi Wireless-Fidelity
NOTE: Commercial name for the ISO/IEC wireless network standard family 802.11, also known as WLAN (see
[i.8]).
WLAN Wireless Local Area Network
ZTL Zona a Traffico Limitato
4 User-centred development of terms
Intended users of the present document are those designing, developing, implementing, and deploying user interfaces
for and interaction with mobile ICT devices, services, and applications.
Intended end users mentioned in the present document are people who use mobile ICT devices, services, and applica-
tions ranging from first time users to experienced users.
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11 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
Uniformity in the interactive elements increases the transfer of learning between different devices, services, and appli-
cations. Such knowledge transfer becomes even more important in a world of ubiquitous devices and services used by
heterogeneous users. In particular, harmonized terms (used across devices, services, and applications from different
manufacturers and providers) improve the overall usability of the entire ICT ecosystem. Use of the harmonized vocabu-
lary in the present document for the development of ICT devices, services, and applications will enable end users to
reapply knowledge and experience.
Previous work reported, e.g. [i.11], addressing the automatic generation of bilingual terminologies, did not meet expec-
tations. Such harmonization efforts tended to use other (e.g. automated extraction) approaches developing common re-
sources, compiling multilingual terminology banks without interoperability, user-centricity and harmonization in focus.
A consistent, harmonized, and accessible terminology will particularly benefit end users with temporary or perma-
nent functional variations, such as those with literacy difficulties, or people with visual or cognitive impairments. A har-
monized terminology should be easy to remember, recognize, and retrieve, and the individual terms should represent
their related concepts well. A well-designed user terminology should have a shallow learning curve and cover most
common tasks and use cases users are likely to encounter through the most common, every-day use patterns.
Finally, the terminology should also be useful for manufacturers' terminology management systems, a process to or-
ganize and associate terms with a clear set of rules for their usage (e.g. through a term base), also including and harmo-
nized across user guides and user interfaces. Companies invest in terminology management in order to ensure that the
terms used in internal documents, external documents such as user guides, in user interfaces, and for marketing infor-
mation such as advertisements are used consistently.
Unmanaged terminology will easily become inconsistent, leading to confusion and translations difficult to re-use - that
will lead to more time- and resource-intensive processes. It typically also reduces user satisfaction, limits cognitive ac-
cessibility and is often a main reason to the under-use of potentially beneficial functionality.
ETSI EG 202 417 [i.3] provides detailed guidelines on how terminology management can help improve the quality of
user documentation. Applying these assists the user-centred generation of harmonised terminologies. Furthermore, pri-
oritizing the user-centred view over "technical perfection" helps selecting terms the user will understand.
ISO 9999:2016 [i.12] and ISO/IEC TR 29138-1:2018 [i.13] are useful reference and inspirational sources when devel-
oping mobile accessibility solutions and have been consulted, together with other functionality-area specific references
(e.g. in the field of banking services or healthcare services, where terminology-related national regulations may exist
and apply, and should be respected).
ISO/TC 37 Terminology Principles and coordination (see https://www.iso.org/committee/48104.html) covers the stand-
ardization of descriptions, resources, technologies and services related to terminology, translation, and other language-
based activities in the multilingual information society – without focusing on ICT in the mobile context of use.
Last but not least, consistently extending the focus of these efforts beyond the written word to include symbols, icons,
pictograms and audiograms (often replacing text) will further benefit the user-centric product and service development.
5 Method
5.1 General
This clause describes the method applied for selecting the user-centred terminology presented in Clauses 6 and 7.
The selection of device-related terms (Clause 6) is inter alia based on the analysis of the five device vendors with the
largest market shares in Europe. As the landscape of vendors for applications and services is much more diverse and
fragmented across European regions, a different approach had to be selected for those functionality areas (Clause 7).
The method employed consists of three phases:
• Phase 1: Identification of objects and activities from a range of functional areas such as telephony and photog-
raphy;
• Phase 2: Collection of terms used by major stakeholders; and
• Phase 3: Analysis of terms collected and selection of recommended terms.
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12 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
5.2 Phase 1: Identification of device-related and service- and
applications-related objects and activities
In this first phase, functional areas (such as telephony, accessibility and social media) were identified that define the
range of functionalities covered by the present document.
Four functional areas cover functionalities frequently used by many users of mobile ICT devices. These device-related
functional areas are:
1. General;
2. Accessibility;
3. Telephony; and
4. Photography.
Twelve functional areas cover functionalities frequently used by many users of mobile ICT services and applications.
These service- and applications-related functional areas are:
1. General;
2. Messaging services;
3. Media services;
4. Societal services and communications;
5. Social media;
6. Banking and payment services;
7. eHealth services;
8. Travel services;
9. Navigation and maps;
10. Games;
11. Searching and browsing; and
12. Tools and miscellaneous.
For each functional area, relevant objects and activities (i.e. those that are frequently used and used by many users)
were identified and defined, and the following principles were developed and applied:
Objects and activities were selected if they help users in:
• Identifying the functionality (i.e. help the user understand what it does);
• Accessing the functionality;
• Understanding the available options related to a functionality; and/or
• Understanding messages displayed in the context of using a functionality (e.g. error feedback).
Objects and activities were typically not selected (unless required by the context) if they cover:
• The most common content of an application (e.g. "Photo", "Take the first exit at the roundabout"), or the style
of the interaction;
• Common terms easily found in a dictionary (e.g. "hotel") not addressed in further detail;
• The most common verbal expressions indicating an action taken on an object (e.g. "take a photo"); and/or
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13 Final draft ETSI EG 203 499 V1.1.1 (2019-05)
• Words, acronyms, or abbreviations used in a specific technical sense (e.g. "CCNR").
Objects and activities relevant for multiple functional areas are treated as General terms in both categories (see
Clauses 6.2 and 7.2 respectively).
5.3 Phase 2: Collection of terms
For each device-related functional area (Generic, Accessibility, Telephony and Photography), relevant device vendors
were identified and the terms used by them for the objects and activities of the respective functional area were collected
in the five languages covered by the present document. For the analysis, the top-5 vendors Q1, 2018 were selected
based on their market share at the time in Europe for the product category "Smartphone".
In most cases, the number of providers had to be limited to five in order to keep the effort for the analysis manageable.
The analysis showed that not all functionalities were necessarily offered by all (five) vendors. Functionalities offered by
a sole vendor were not included in the analysis, unless there were strong reasons requiring that (e.g. innovative and im-
portant, upcoming functionality or a considerable or dominant market share).
The approach described above for the device-related functionalities could not be applied to the applications and service-
related functionalities, as the latter are not based in the device itself and are consequently more dynamic, less consistent,
and more diffe
...
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, user
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3 ETSI EG 203 499 V1.1.1 (2019-08)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 8
3.1 Terms . 8
3.2 Symbols . 9
3.3 Abbreviations . 9
4 User-centred development of terms . 10
5 Method . 11
5.1 General . 11
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 12
5.3 Phase 2: Collection of terms . 13
5.4 Phase 3: Analysis and selection . 13
5.5 Principles of use . 13
6 Device-related terminologies . 14
6.1 Domain categories . 14
6.2 General terms . 14
6.2.1 Overview . 14
6.2.2 General terms: Hardware and physical elements . 15
6.2.3 General terms: Other physical items . 19
6.2.4 General terms: Software . 20
6.2.5 General terms: Control functions - softkeys . 20
6.2.6 General terms: Control functions - gestures . 21
6.2.7 General terms: Basic functions . 23
6.2.8 General terms: Radio related . 28
6.3 Accessibility terms . 30
6.3.1 Overview . 30
6.3.2 Accessibility terms: Access and settings . 31
6.3.3 Accessibility terms: Vision . 31
6.3.4 Accessibility terms: Hearing . 34
6.3.5 Accessibility terms: Dexterity. 35
6.3.6 Accessibility terms: Cognitive assistance . 36
6.3.7 Accessibility terms: Media retrieval . 37
6.4 Telephony services . 37
6.4.1 Overview . 37
6.4.2 Telephony services: Device UI . 38
6.4.3 Telephony services: Device functionality . 39
6.4.4 Telephony services: Voice call handling . 40
6.4.5 Telephony services: System- and network services . 41
6.5 Photography . 43
6.5.1 Overview . 43
6.5.2 Taking photos . 43
6.5.3 Handling photos . 45
6.5.4 Taking and handling videos . 48
7 Service- and application-related terminologies . 49
7.1 Domain categories . 49
7.2 General terms . 49
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4 ETSI EG 203 499 V1.1.1 (2019-08)
7.2.1 Overview . 49
7.2.2 General terms: Authentication, login and confirmation . 50
7.2.3 General terms: Setup and settings . 51
7.2.4 General terms: Common functionality . 52
7.3 Messaging services . 56
7.3.1 Overview . 56
7.3.2 Access and setup - text-based services . 56
7.3.3 Access and setup - voicemail, audio, and video messaging . 59
7.3.4 Basic functionalities - text and voice messaging . 60
7.3.5 Basic functionalities - voicemail services . 61
7.4 Media services . 61
7.4.1 Overview . 61
7.4.2 AV access, retrieval, and control . 62
7.4.3 Text access, retrieval, and control . 63
7.4.4 Streaming live media . 64
7.5 Societal services and communication . 65
7.5.1 Overview . 65
7.5.2 Societal services . 66
7.5.3 Communication . 67
7.5.4 Emergency communication . 67
7.6 Social media services . 69
7.6.1 Overview . 69
7.6.2 Configuration and access . 69
7.6.3 Service handling . 70
7.6.4 Online media handling . 71
7.7 Banking services . 72
7.7.1 Overview . 72
7.7.2 eBanking . 73
7.7.3 ePayment . 77
7.7.4 eCommerce . 79
7.7.5 Investment services . 81
7.8 eHealth ser vices . 82
7.8.1 Overview . 82
7.8.2 Monitoring services . 82
7.8.3 Diagnosis and treatment . 83
7.8.4 Fitness . 85
7.9 Travel planning . 87
7.10 Navigation . 90
7.11 Games . 95
7.12 Searching and browsing . 96
7.12.1 Overview . 96
7.12.2 Web browser . 96
7.12.3 Search engine . 98
7.13 Tools . 100
History . 102
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5 ETSI EG 203 499 V1.1.1 (2019-08)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-
taining 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 re-
spect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).
The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-
vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,
expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick
uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
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6 ETSI EG 203 499 V1.1.1 (2019-08)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are
introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-
petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,
in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among
manufacturers and service providers.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-
tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-
ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:
• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to
unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);
• limited feature discovery and unclear user expectations (customers who do not understand certain features may
not use them, hence revenue may be missed);
• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);
• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.
The need for a harmonized terminology of device, service, and application features increases as new features and func-
tionalities are being developed. Device software, services, and applications are frequently updated, often without even
providing an update of the user documentation to the users.
ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-
use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the
most common and generic mobile ICT functions.
Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability
of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-
ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet
applications in most segments of everyday life.
A harmonized terminology can also be fed into terminology management systems used within a company to ensure the
consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides
and promotional materials), see Clause 4.
ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for
hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI
TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-
tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI
EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the
many features and services evolved or not available at that time, and to cover other main European languages in addi-
tion to English.
The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by
the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change
in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion
to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-
plicability of the present document.
The selection and validation process of the terms applied throughout their development, performed in collaboration with
stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve
through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.
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7 ETSI EG 203 499 V1.1.1 (2019-08)
1 Scope
The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-
ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end
users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,
and Spanish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether
they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are
applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to
the User Interface (UI) design for a product as well as that of any user documentation accompanying it.
User requirements and available results of standardization work have been considered and integrated in the present doc-
ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,
taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into
account.
The present document does not provide design guidance, nor does it intend to restrict the ability of market players to
further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user
interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or non-spe-
cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-
enced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for
3G/UMTS mobile devices, services and applications".
[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-
vices".
[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-
tems and services".
[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and
concepts".
[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment
design".
[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
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8 ETSI EG 203 499 V1.1.1 (2019-08)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.
NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.
[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-
ture Guide.
NOTE: Available at www.gari.info.
[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".
NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.
[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".
[i.13] ISO/IEC 29138-1:2018: "Information technology - User interface accessibility - Part 1: User ac-
cessibility needs".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
consensus: general agreement, characterized by the absence of sustained opposition to substantial issues by any of the
concerned interests and by a process that involves taking into account the views of all parties concerned and to reconcile
any conflicting arguments
design-for-all: design of products to be usable by all people, to the greatest extent possible, without the need for spe-
cialized adoption
emergency call: call from a user to an emergency control centre
end user: see user
function: abstract concept of a particular piece of functionality in a device or service
generic: generalized set or general purpose set, often in the sense of basic or ordinary
ICT devices and services: devices or services for processing information and/or supporting communication, which has
an interface to communicate with a user
impairment: any temporary or permanent; progressive, regressive or static; or intermittent or continuous reduction or
loss of psychological, physiological or anatomical function or structure of a user (environmental included)
mobile device: personal communication device, e.g. a smartphone, capable of communicating by using one or several
radio technologies, including support for internet access
term: word or a phrase describing a thing or expressing a concept, in a specific language, domain or context
NOTE: Based on the Oxford dictionary.
terminal: physical device which interfaces with a telecommunications network, and hence to a service provider, to ena-
ble access to a telecommunications service
NOTE: A terminal also provides an interface to the user to enable the interchange of control actions and infor-
mation between the user and the terminal, network or service provider.
terminology: vocabulary of technical terms in a particular field, subject, science, or art; nomenclature
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9 ETSI EG 203 499 V1.1.1 (2019-08)
usability: effectiveness, efficiency and satisfaction with which specified users can achieve specified goals (tasks) in a
specified context and particular environments, see ETSI ETR 095 [i.4] and ISO 9241-11 [i.5]
NOTE: In telecommunications, usability includes the concepts of learnability and flexibility; and reference to the
interaction of more than one user (the A and B parties) with each other and with the terminals and the tel-
ecommunications system, see ETSI ETR 116 [i.6].
user: person who uses a telecommunications terminal to gain access to and control of a telecommunications service or
application
NOTE: The user may or may not be the person who has subscribed to the provision of the service or owns the
terminal. Also, the user may or may not be a person with impairments.
User Interface (UI): physical and logical interface through which a user communicates with a telecommunications ter-
minal or via a terminal to a telecommunications service (also called man-machine interface, MMI)
NOTE: The communication is bi-directional in real time and the interface includes control, display, audio, haptic
or other elements, in software or hardware.
user requirements: requirements based on user needs and capabilities, on a telecommunication service and any of its
supporting components, terminals and interfaces, in order to make use of this service in the easiest, safest, most efficient
and most secure way
voice (spoken) command: verbal or other auditory dialogue format which enables the user to input commands to con-
trol a device, service or application
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
rd
3G 3 Generation (mobile networks)
APN Access Point Name
APR Área de Prioridad Residencial
ATM Automated Teller Machine
AV AudioVisual
CCNR Call Completion on No Reply
CEAM Carte Européenne d’Assurance Maladie
CLIP Caller Line Identification Presentation
CLIR Caller Line Identity Restriction
DAB Distributeur Automatique de Billets
EDGE Enhanced Data rates for GSM Evolution
EHIC European Healthcare Identity Card
FTP File Transfer Protocol
GARI Global Accessibility Reporting Initiative
GPRS General Packet Radio Service
GPS Global Positioning System
GSM Global System for Mobile telecommunication
HDR High Dynamic Range
HF Human Factors
HSPA High-Speed Packet Access
HSPA+ evolved High-Speed Packet Access
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
IBAN International Bank Account Number
ICE In Case of Emergency
ICT Information and Communication Technologies
IM Instant Messaging
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10 ETSI EG 203 499 V1.1.1 (2019-08)
IMEI International Mobile Equipment Identity
IP Internet Protocol
IR Infrared
IRPF Impuesto sobre la Renta de las Personas Fisicas
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
LED Light Emitting Diode
LTE Long Term Evolution
MMI Man-Machine Interface
MMS Multimedia Message Service
NFC Near-Field Communication
ÖPNV Öffentlicher Personennahverkehr
OS Operating System
PA Public Address
PC Personal Computer
PIN Personal Identity Number
PUK Personal Unblocking Key
RF Radio Frequency
RH Rhesus
RTT Real-time Text Telephony
SD Secure Digital
SEPA Single Euro Payments Area
SIM Subscriber Identity Module
SMS Short Message Service
SMTP Simple Mail Transfer Protocol
SOS Save Our Souls
TAN Transaction Number
TTS Text To Speech
TV Television
UI User Interface
UICC Universal Integrated Circuit Card
UMTS Universal Mobile Telecommunication System
URI Uniform Resource Identifier
URL Uniform Resource Locator
USB Universal Serial Bus
USB-C Universal Serial Bus- C type
USIM Universal Subscriber Identity Module
VPN Virtual Private Network
WAP Wireless Application Protocol
Wi-Fi™ Wireless-Fidelity
NOTE: Commercial name for the ISO/IEC wireless network standard family 802.11, also known as WLAN (see
[i.8]).
WLAN Wireless Local Area Network
ZTL Zona a Traffico Limitato
4 User-centred development of terms
Intended users of the present document are those designing, developing, implementing, and deploying user interfaces
for and interaction with mobile ICT devices, services, and applications.
Intended end users mentioned in the present document are people who use mobile ICT devices, services, and applica-
tions ranging from first time users to experienced users.
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11 ETSI EG 203 499 V1.1.1 (2019-08)
Uniformity in the interactive elements increases the transfer of learning between different devices, services, and appli-
cations. Such knowledge transfer becomes even more important in a world of ubiquitous devices and services used by
heterogeneous users. In particular, harmonized terms (used across devices, services, and applications from different
manufacturers and providers) improve the overall usability of the entire ICT ecosystem. Use of the harmonized vocabu-
lary in the present document for the development of ICT devices, services, and applications will enable end users to
reapply knowledge and experience.
Previous work reported, e.g. [i.11], addressing the automatic generation of bilingual terminologies, did not meet expec-
tations. Such harmonization efforts tended to use other (e.g. automated extraction) approaches developing common re-
sources, compiling multilingual terminology banks without interoperability, user-centricity and harmonization in focus.
A consistent, harmonized, and accessible terminology will particularly benefit end users with temporary or perma-
nent functional variations, such as those with literacy difficulties, or people with visual or cognitive impairments. A har-
monized terminology should be easy to remember, recognize, and retrieve, and the individual terms should represent
their related concepts well. A well-designed user terminology should have a shallow learning curve and cover most
common tasks and use cases users are likely to encounter through the most common, every-day use patterns.
Finally, the terminology should also be useful for manufacturers' terminology management systems, a process to or-
ganize and associate terms with a clear set of rules for their usage (e.g. through a term base), also including and harmo-
nized across user guides and user interfaces. Companies invest in terminology management in order to ensure that the
terms used in internal documents, external documents such as user guides, in user interfaces, and for marketing infor-
mation such as advertisements are used consistently.
Unmanaged terminology will easily become inconsistent, leading to confusion and translations difficult to re-use - that
will lead to more time- and resource-intensive processes. It typically also reduces user satisfaction, limits cognitive ac-
cessibility and is often a main reason to the under-use of potentially beneficial functionality.
ETSI EG 202 417 [i.3] provides detailed guidelines on how terminology management can help improve the quality of
user documentation. Applying these assists the user-centred generation of harmonised terminologies. Furthermore, pri-
oritizing the user-centred view over "technical perfection" helps selecting terms the user will understand.
ISO 9999:2016 [i.12] and ISO/IEC TR 29138-1:2018 [i.13] are useful reference and inspirational sources when devel-
oping mobile accessibility solutions and have been consulted, together with other functionality-area specific references
(e.g. in the field of banking services or healthcare services, where terminology-related national regulations may exist
and apply, and should be respected).
ISO/TC 37 Terminology Principles and coordination (see https://www.iso.org/committee/48104.html) covers the stand-
ardization of descriptions, resources, technologies and services related to terminology, translation, and other language-
based activities in the multilingual information society – without focusing on ICT in the mobile context of use.
Last but not least, consistently extending the focus of these efforts beyond the written word to include symbols, icons,
pictograms and audiograms (often replacing text) will further benefit the user-centric product and service development.
5 Method
5.1 General
This clause describes the method applied for selecting the user-centred terminology presented in Clauses 6 and 7.
The selection of device-related terms (Clause 6) is inter alia based on the analysis of the five device vendors with the
largest market shares in Europe. As the landscape of vendors for applications and services is much more diverse and
fragmented across European regions, a different approach had to be selected for those functionality areas (Clause 7).
The method employed consists of three phases:
• Phase 1: Identification of objects and activities from a range of functional areas such as telephony and photog-
raphy;
• Phase 2: Collection of terms used by major stakeholders; and
• Phase 3: Analysis of terms collected and selection of recommended terms.
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12 ETSI EG 203 499 V1.1.1 (2019-08)
5.2 Phase 1: Identification of device-related and service- and
applications-related objects and activities
In this first phase, functional areas (such as telephony, accessibility and social media) were identified that define the
range of functionalities covered by the present document.
Four functional areas cover functionalities frequently used by many users of mobile ICT devices. These device-related
functional areas are:
1. General;
2. Accessibility;
3. Telephony; and
4. Photography.
Twelve functional areas cover functionalities frequently used by many users of mobile ICT services and applications.
These service- and applications-related functional areas are:
1. General;
2. Messaging services;
3. Media services;
4. Societal services and communications;
5. Social media;
6. Banking and payment services;
7. eHealth services;
8. Travel services;
9. Navigation and maps;
10. Games;
11. Searching and browsing; and
12. Tools and miscellaneous.
For each functional area, relevant objects and activities (i.e. those that are frequently used and used by many users)
were identified and defined, and the following principles were developed and applied:
Objects and activities were selected if they help users in:
• Identifying the functionality (i.e. help the user understand what it does);
• Accessing the functionality;
• Understanding the available options related to a functionality; and/or
• Understanding messages displayed in the context of using a functionality (e.g. error feedback).
Objects and activities were typically not selected (unless required by the context) if they cover:
• The most common content of an application (e.g. "Photo", "Take the first exit at the roundabout"), or the style
of the interaction;
• Common terms easily found in a dictionary (e.g. "hotel") not addressed in further detail;
• The most common verbal expressions indicating an action taken on an object (e.g. "take a photo"); and/or
ETSI
13 ETSI EG 203 499 V1.1.1 (2019-08)
• Words, acronyms, or abbreviations used in a specific technical sense (e.g. "CCNR").
Objects and activities relevant for multiple functional areas are treated as General terms in both categories (see
Clauses 6.2 and 7.2 respectively).
5.3 Phase 2: Collection of terms
For each device-related functional area (Generic, Accessibility, Telephony and Photography), relevant device vendors
were identified and the terms used by them for the objects and activities of the respective functional area were collected
in the five languages covered by the present document. For the analysis, the top-5 vendors Q1, 2018 were selected
based on their market share at the time in Europe for the product category "Smartphone".
In most cases, the number of providers had to be limited to five in order to keep the effort for the analysis manageable.
The analysis showed that not all functionalities were necessarily offered by all (five) vendors. Functionalities offered by
a sole vendor were not included in the analysis, unless there were strong reasons requiring that (e.g. innovative and im-
portant, upcoming functionality or a considerable or dominant market share).
The approach described above for the device-related functionalities could not be applied to the applications and service-
related functionalities, as the latter are not based in the device itself and are consequently more dynamic, less consistent,
and more differentiated. Instead, a use-case-based approach was employed with the aim of capturing the most-fre-
quently-used terms employed by key stakeholders.
5.4 Phase 3: Analysis and selection
In the final phase of the work, the terms collected in Phase 2 we
...
SLOVENSKI STANDARD
01-junij-2020
Človeški dejavniki (HF) - Uporabniško usmerjena terminologija za obstoječe in
prihodnje naprave, storitve in aplikacije IKT
Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices,
services and applications
Ta slovenski standard je istoveten z: ETSI EG 203 499 V1.1.1 (2019-08)
ICS:
33.040.01 Telekomunikacijski sistemi Telecommunication systems
na splošno in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, user
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Siret N° 348 623 562 00017 - NAF 742 C
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ETSI
3 ETSI EG 203 499 V1.1.1 (2019-08)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 8
3.1 Terms . 8
3.2 Symbols . 9
3.3 Abbreviations . 9
4 User-centred development of terms . 10
5 Method . 11
5.1 General . 11
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 12
5.3 Phase 2: Collection of terms . 13
5.4 Phase 3: Analysis and selection . 13
5.5 Principles of use . 13
6 Device-related terminologies . 14
6.1 Domain categories . 14
6.2 General terms . 14
6.2.1 Overview . 14
6.2.2 General terms: Hardware and physical elements . 15
6.2.3 General terms: Other physical items . 19
6.2.4 General terms: Software . 20
6.2.5 General terms: Control functions - softkeys . 20
6.2.6 General terms: Control functions - gestures . 21
6.2.7 General terms: Basic functions . 23
6.2.8 General terms: Radio related . 28
6.3 Accessibility terms . 30
6.3.1 Overview . 30
6.3.2 Accessibility terms: Access and settings . 31
6.3.3 Accessibility terms: Vision . 31
6.3.4 Accessibility terms: Hearing . 34
6.3.5 Accessibility terms: Dexterity. 35
6.3.6 Accessibility terms: Cognitive assistance . 36
6.3.7 Accessibility terms: Media retrieval . 37
6.4 Telephony services . 37
6.4.1 Overview . 37
6.4.2 Telephony services: Device UI . 38
6.4.3 Telephony services: Device functionality . 39
6.4.4 Telephony services: Voice call handling . 40
6.4.5 Telephony services: System- and network services . 41
6.5 Photography . 43
6.5.1 Overview . 43
6.5.2 Taking photos . 43
6.5.3 Handling photos . 45
6.5.4 Taking and handling videos . 48
7 Service- and application-related terminologies . 49
7.1 Domain categories . 49
7.2 General terms . 49
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4 ETSI EG 203 499 V1.1.1 (2019-08)
7.2.1 Overview . 49
7.2.2 General terms: Authentication, login and confirmation . 50
7.2.3 General terms: Setup and settings . 51
7.2.4 General terms: Common functionality . 52
7.3 Messaging services . 56
7.3.1 Overview . 56
7.3.2 Access and setup - text-based services . 56
7.3.3 Access and setup - voicemail, audio, and video messaging . 59
7.3.4 Basic functionalities - text and voice messaging . 60
7.3.5 Basic functionalities - voicemail services . 61
7.4 Media services . 61
7.4.1 Overview . 61
7.4.2 AV access, retrieval, and control . 62
7.4.3 Text access, retrieval, and control . 63
7.4.4 Streaming live media . 64
7.5 Societal services and communication . 65
7.5.1 Overview . 65
7.5.2 Societal services . 66
7.5.3 Communication . 67
7.5.4 Emergency communication . 67
7.6 Social media services . 69
7.6.1 Overview . 69
7.6.2 Configuration and access . 69
7.6.3 Service handling . 70
7.6.4 Online media handling . 71
7.7 Banking services . 72
7.7.1 Overview . 72
7.7.2 eBanking . 73
7.7.3 ePayment . 77
7.7.4 eCommerce . 79
7.7.5 Investment services . 81
7.8 eHealth ser vices . 82
7.8.1 Overview . 82
7.8.2 Monitoring services . 82
7.8.3 Diagnosis and treatment . 83
7.8.4 Fitness . 85
7.9 Travel planning . 87
7.10 Navigation . 90
7.11 Games . 95
7.12 Searching and browsing . 96
7.12.1 Overview . 96
7.12.2 Web browser . 96
7.12.3 Search engine . 98
7.13 Tools . 100
History . 102
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5 ETSI EG 203 499 V1.1.1 (2019-08)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-
taining 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 re-
spect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).
The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-
vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,
expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick
uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
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6 ETSI EG 203 499 V1.1.1 (2019-08)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are
introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-
petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,
in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among
manufacturers and service providers.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-
tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-
ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:
• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to
unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);
• limited feature discovery and unclear user expectations (customers who do not understand certain features may
not use them, hence revenue may be missed);
• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);
• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.
The need for a harmonized terminology of device, service, and application features increases as new features and func-
tionalities are being developed. Device software, services, and applications are frequently updated, often without even
providing an update of the user documentation to the users.
ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-
use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the
most common and generic mobile ICT functions.
Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability
of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-
ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet
applications in most segments of everyday life.
A harmonized terminology can also be fed into terminology management systems used within a company to ensure the
consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides
and promotional materials), see Clause 4.
ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for
hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI
TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-
tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI
EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the
many features and services evolved or not available at that time, and to cover other main European languages in addi-
tion to English.
The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by
the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change
in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion
to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-
plicability of the present document.
The selection and validation process of the terms applied throughout their development, performed in collaboration with
stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve
through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.
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7 ETSI EG 203 499 V1.1.1 (2019-08)
1 Scope
The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-
ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end
users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,
and Spanish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether
they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are
applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to
the User Interface (UI) design for a product as well as that of any user documentation accompanying it.
User requirements and available results of standardization work have been considered and integrated in the present doc-
ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,
taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into
account.
The present document does not provide design guidance, nor does it intend to restrict the ability of market players to
further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user
interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or non-spe-
cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-
enced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for
3G/UMTS mobile devices, services and applications".
[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-
vices".
[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-
tems and services".
[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and
concepts".
[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment
design".
[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
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8 ETSI EG 203 499 V1.1.1 (2019-08)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.
NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.
[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-
ture Guide.
NOTE: Available at www.gari.info.
[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".
NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.
[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".
[i.13] ISO/IEC 29138-1:2018: "Information technology - User interface accessibility - Part 1: User ac-
cessibility needs".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
consensus: general agreement, characterized by the absence of sustained opposition to substantial issues by any of the
concerned interests and by a process that involves taking into account the views of all parties concerned and to reconcile
any conflicting arguments
design-for-all: design of products to be usable by all people, to the greatest extent possible, without the need for spe-
cialized adoption
emergency call: call from a user to an emergency control centre
end user: see user
function: abstract concept of a particular piece of functionality in a device or service
generic: generalized set or general purpose set, often in the sense of basic or ordinary
ICT devices and services: devices or services for processing information and/or supporting communication, which has
an interface to communicate with a user
impairment: any temporary or permanent; progressive, regressive or static; or intermittent or continuous reduction or
loss of psychological, physiological or anatomical function or structure of a user (environmental included)
mobile device: personal communication device, e.g. a smartphone, capable of communicating by using one or several
radio technologies, including support for internet access
term: word or a phrase describing a thing or expressing a concept, in a specific language, domain or context
NOTE: Based on the Oxford dictionary.
terminal: physical device which interfaces with a telecommunications network, and hence to a service provider, to ena-
ble access to a telecommunications service
NOTE: A terminal also provides an interface to the user to enable the interchange of control actions and infor-
mation between the user and the terminal, network or service provider.
terminology: vocabulary of technical terms in a particular field, subject, science, or art; nomenclature
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9 ETSI EG 203 499 V1.1.1 (2019-08)
usability: effectiveness, efficiency and satisfaction with which specified users can achieve specified goals (tasks) in a
specified context and particular environments, see ETSI ETR 095 [i.4] and ISO 9241-11 [i.5]
NOTE: In telecommunications, usability includes the concepts of learnability and flexibility; and reference to the
interaction of more than one user (the A and B parties) with each other and with the terminals and the tel-
ecommunications system, see ETSI ETR 116 [i.6].
user: person who uses a telecommunications terminal to gain access to and control of a telecommunications service or
application
NOTE: The user may or may not be the person who has subscribed to the provision of the service or owns the
terminal. Also, the user may or may not be a person with impairments.
User Interface (UI): physical and logical interface through which a user communicates with a telecommunications ter-
minal or via a terminal to a telecommunications service (also called man-machine interface, MMI)
NOTE: The communication is bi-directional in real time and the interface includes control, display, audio, haptic
or other elements, in software or hardware.
user requirements: requirements based on user needs and capabilities, on a telecommunication service and any of its
supporting components, terminals and interfaces, in order to make use of this service in the easiest, safest, most efficient
and most secure way
voice (spoken) command: verbal or other auditory dialogue format which enables the user to input commands to con-
trol a device, service or application
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
rd
3G 3 Generation (mobile networks)
APN Access Point Name
APR Área de Prioridad Residencial
ATM Automated Teller Machine
AV AudioVisual
CCNR Call Completion on No Reply
CEAM Carte Européenne d’Assurance Maladie
CLIP Caller Line Identification Presentation
CLIR Caller Line Identity Restriction
DAB Distributeur Automatique de Billets
EDGE Enhanced Data rates for GSM Evolution
EHIC European Healthcare Identity Card
FTP File Transfer Protocol
GARI Global Accessibility Reporting Initiative
GPRS General Packet Radio Service
GPS Global Positioning System
GSM Global System for Mobile telecommunication
HDR High Dynamic Range
HF Human Factors
HSPA High-Speed Packet Access
HSPA+ evolved High-Speed Packet Access
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
IBAN International Bank Account Number
ICE In Case of Emergency
ICT Information and Communication Technologies
IM Instant Messaging
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10 ETSI EG 203 499 V1.1.1 (2019-08)
IMEI International Mobile Equipment Identity
IP Internet Protocol
IR Infrared
IRPF Impuesto sobre la Renta de las Personas Fisicas
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
LED Light Emitting Diode
LTE Long Term Evolution
MMI Man-Machine Interface
MMS Multimedia Message Service
NFC Near-Field Communication
ÖPNV Öffentlicher Personennahverkehr
OS Operating System
PA Public Address
PC Personal Computer
PIN Personal Identity Number
PUK Personal Unblocking Key
RF Radio Frequency
RH Rhesus
RTT Real-time Text Telephony
SD Secure Digital
SEPA Single Euro Payments Area
SIM Subscriber Identity Module
SMS Short Message Service
SMTP Simple Mail Transfer Protocol
SOS Save Our Souls
TAN Transaction Number
TTS Text To Speech
TV Television
UI User Interface
UICC Universal Integrated Circuit Card
UMTS Universal Mobile Telecommunication System
URI Uniform Resource Identifier
URL Uniform Resource Locator
USB Universal Serial Bus
USB-C Universal Serial Bus- C type
USIM Universal Subscriber Identity Module
VPN Virtual Private Network
WAP Wireless Application Protocol
Wi-Fi™ Wireless-Fidelity
NOTE: Commercial name for the ISO/IEC wireless network standard family 802.11, also known as WLAN (see
[i.8]).
WLAN Wireless Local Area Network
ZTL Zona a Traffico Limitato
4 User-centred development of terms
Intended users of the present document are those designing, developing, implementing, and deploying user interfaces
for and interaction with mobile ICT devices, services, and applications.
Intended end users mentioned in the present document are people who use mobile ICT devices, services, and applica-
tions ranging from first time users to experienced users.
ETSI
11 ETSI EG 203 499 V1.1.1 (2019-08)
Uniformity in the interactive elements increases the transfer of learning between different devices, services, and appli-
cations. Such knowledge transfer becomes even more important in a world of ubiquitous devices and services used by
heterogeneous users. In particular, harmonized terms (used across devices, services, and applications from different
manufacturers and providers) improve the overall usability of the entire ICT ecosystem. Use of the harmonized vocabu-
lary in the present document for the development of ICT devices, services, and applications will enable end users to
reapply knowledge and experience.
Previous work reported, e.g. [i.11], addressing the automatic generation of bilingual terminologies, did not meet expec-
tations. Such harmonization efforts tended to use other (e.g. automated extraction) approaches developing common re-
sources, compiling multilingual terminology banks without interoperability, user-centricity and harmonization in focus.
A consistent, harmonized, and accessible terminology will particularly benefit end users with temporary or perma-
nent functional variations, such as those with literacy difficulties, or people with visual or cognitive impairments. A har-
monized terminology should be easy to remember, recognize, and retrieve, and the individual terms should represent
their related concepts well. A well-designed user terminology should have a shallow learning curve and cover most
common tasks and use cases users are likely to encounter through the most common, every-day use patterns.
Finally, the terminology should also be useful for manufacturers' terminology management systems, a process to or-
ganize and associate terms with a clear set of rules for their usage (e.g. through a term base), also including and harmo-
nized across user guides and user interfaces. Companies invest in terminology management in order to ensure that the
terms used in internal documents, external documents such as user guides, in user interfaces, and for marketing infor-
mation such as advertisements are used consistently.
Unmanaged terminology will easily become inconsistent, leading to confusion and translations difficult to re-use - that
will lead to more time- and resource-intensive processes. It typically also reduces user satisfaction, limits cognitive ac-
cessibility and is often a main reason to the under-use of potentially beneficial functionality.
ETSI EG 202 417 [i.3] provides detailed guidelines on how terminology management can help improve the quality of
user documentation. Applying these assists the user-centred generation of harmonised terminologies. Furthermore, pri-
oritizing the user-centred view over "technical perfection" helps selecting terms the user will understand.
ISO 9999:2016 [i.12] and ISO/IEC TR 29138-1:2018 [i.13] are useful reference and inspirational sources when devel-
oping mobile accessibility solutions and have been consulted, together with other functionality-area specific references
(e.g. in the field of banking services or healthcare services, where terminology-related national regulations may exist
and apply, and should be respected).
ISO/TC 37 Terminology Principles and coordination (see https://www.iso.org/committee/48104.html) covers the stand-
ardization of descriptions, resources, technologies and services related to terminology, translation, and other language-
based activities in the multilingual information society – without focusing on ICT in the mobile context of use.
Last but not least, consistently extending the focus of these efforts beyond the written word to include symbols, icons,
pictograms and audiograms (often replacing text) will further benefit the user-centric product and service development.
5 Method
5.1 General
This clause describes the method applied for selecting the user-centred terminology presented in Clauses 6 and 7.
The selection of device-related terms (Clause 6) is inter alia based on the analysis of the five device vendors with the
largest market shares in Europe. As the landscape of vendors for applications and services is much more diverse and
fragmented across European regions, a different approach had to be selected for those functionality areas (Clause 7).
The method employed consists of three phases:
• Phase 1: Identification of objects and activities from a range of functional areas such as telephony and photog-
raphy;
• Phase 2: Collection of terms used by major stakeholders; and
• Phase 3: Analysis of terms collected and selection of recommended terms.
ETSI
12 ETSI EG 203 499 V1.1.1 (2019-08)
5.2 Phase 1: Identification of device-related and service- and
applications-related objects and activities
In this first phase, functional areas (such as telephony, accessibility and social media) were identified that define the
range of functionalities covered by the present document.
Four functional areas cover functionalities frequently used by many users of mobile ICT devices. These device-related
functional areas are:
1. General;
2. Accessibility;
3. Telephony; and
4. Photography.
Twelve functional areas cover functionalities frequently used by many users of mobile ICT services and applications.
These service- and applications-related functional areas are:
1. General;
2. Messaging services;
3. Media services;
4. Societal services and communications;
5. Social media;
6. Banking and payment services;
7. eHealth services;
8. Travel services;
9. Navigation and maps;
10. Games;
11. Searching and browsing; and
12. Tools and miscellaneous.
For each functional area, relevant objects and activities (i.e. those that are frequently used and used by many users)
were identified and defined, and the following principles were developed and applied:
Objects and activities were selected if they help users in:
• Identifying the functionality (i.e. help the user understand what it does);
• Accessing the functionality;
• Understanding the available options related to a functionality; and/or
• Understanding messages displayed in the context of using a functionality (e.g. error feedback).
Objects and activities were typically not selected (unless required by the context) if they cover:
• The most common content of an application (e.g. "Photo", "Take the first exit at the roundabout"), or the style
of the interaction;
• Common terms easily found in a dictionary (e.g. "hotel") not addressed in further detail;
• The most common verbal expressions indicating an action taken on an object (e.g. "take a photo"); and/or
ETSI
13 ETSI EG 203 499 V1.1.1 (2019-08)
• Words, acronyms, or abbreviations used in a specific technical sense (e.g. "CCNR").
Objects and activities relevant for multiple functional areas are treated as General terms in both categories (see
Clauses 6.2 and 7.2 respectively).
5.3 Phase 2: Collection of terms
For each device-related functional area (Generic, Accessibility, Telephony and Photography), relevant device vendors
were identified and the terms used by them for the objects and activities of the respective functional area were collected
in the five languages covered by
...
SLOVENSKI STANDARD
01-junij-2020
Človeški dejavniki (HF) - Uporabniško usmerjeno izrazoslovje za sedanje in
prihodnje naprave, storitve in aplikacije IKT
Human Factors (HF) - User-centred terminology for existing and upcoming ICT devices,
services and applications
Ta slovenski standard je istoveten z: ETSI EG 203 499 V1.1.1 (2019-08)
ICS:
33.040.01 Telekomunikacijski sistemi na Telecommunication systems
splošno in general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
ETSI GUIDE
Human Factors (HF);
User-centred terminology for existing and
upcoming ICT devices, services and applications
2 ETSI EG 203 499 V1.1.1 (2019-08)
Reference
DEG/HF-00 203 499 Term.
Keywords
accessibility, ICT, interface, localisation, teleph-
ony, terminology, user
ETSI
650 Route des Lucioles
F-06921 Sophia Antipolis Cedex - FRANCE
Tel.: +33 4 92 94 42 00 Fax: +33 4 93 65 47 16
Siret N° 348 623 562 00017 - NAF 742 C
Association à but non lucratif enregistrée à la
Sous-Préfecture de Grasse (06) N° 7803/88
Important notice
The present document can be downloaded from:
http://www.etsi.org/standards-search
The present document may be made available in electronic versions and/or in print. The content of any electronic and/or
print versions of the present document shall not be modified without the prior written authorization of ETSI. In case of any
existing or perceived difference in contents between such versions and/or in print, the prevailing version of an ETSI deliv-
erable is the one made publicly available in PDF format at www.etsi.org/deliver.
Users of the present document should be aware that the document may be subject to revision or change of status. Infor-
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3 ETSI EG 203 499 V1.1.1 (2019-08)
Contents
Intellectual Property Rights . 5
Foreword . 5
Modal verbs terminology . 5
Introduction . 6
1 Scope . 7
2 References . 7
2.1 Normative references . 7
2.2 Informative references . 7
3 Definition of terms, symbols and abbreviations . 8
3.1 Terms . 8
3.2 Symbols . 9
3.3 Abbreviations . 9
4 User-centred development of terms . 10
5 Method . 11
5.1 General . 11
5.2 Phase 1: Identification of device-related and service- and applications-related objects and activities . 12
5.3 Phase 2: Collection of terms . 13
5.4 Phase 3: Analysis and selection . 13
5.5 Principles of use . 13
6 Device-related terminologies . 14
6.1 Domain categories . 14
6.2 General terms . 14
6.2.1 Overview . 14
6.2.2 General terms: Hardware and physical elements . 15
6.2.3 General terms: Other physical items . 19
6.2.4 General terms: Software . 20
6.2.5 General terms: Control functions - softkeys . 20
6.2.6 General terms: Control functions - gestures . 21
6.2.7 General terms: Basic functions . 23
6.2.8 General terms: Radio related . 28
6.3 Accessibility terms . 30
6.3.1 Overview . 30
6.3.2 Accessibility terms: Access and settings . 31
6.3.3 Accessibility terms: Vision . 31
6.3.4 Accessibility terms: Hearing . 34
6.3.5 Accessibility terms: Dexterity. 35
6.3.6 Accessibility terms: Cognitive assistance . 36
6.3.7 Accessibility terms: Media retrieval . 37
6.4 Telephony services . 37
6.4.1 Overview . 37
6.4.2 Telephony services: Device UI . 38
6.4.3 Telephony services: Device functionality . 39
6.4.4 Telephony services: Voice call handling . 40
6.4.5 Telephony services: System- and network services . 41
6.5 Photography . 43
6.5.1 Overview . 43
6.5.2 Taking photos . 43
6.5.3 Handling photos . 45
6.5.4 Taking and handling videos . 48
7 Service- and application-related terminologies . 49
7.1 Domain categories . 49
7.2 General terms . 49
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4 ETSI EG 203 499 V1.1.1 (2019-08)
7.2.1 Overview . 49
7.2.2 General terms: Authentication, login and confirmation . 50
7.2.3 General terms: Setup and settings . 51
7.2.4 General terms: Common functionality . 52
7.3 Messaging services . 56
7.3.1 Overview . 56
7.3.2 Access and setup - text-based services . 56
7.3.3 Access and setup - voicemail, audio, and video messaging . 59
7.3.4 Basic functionalities - text and voice messaging . 60
7.3.5 Basic functionalities - voicemail services . 61
7.4 Media services . 61
7.4.1 Overview . 61
7.4.2 AV access, retrieval, and control . 62
7.4.3 Text access, retrieval, and control . 63
7.4.4 Streaming live media . 64
7.5 Societal services and communication . 65
7.5.1 Overview . 65
7.5.2 Societal services . 66
7.5.3 Communication . 67
7.5.4 Emergency communication . 67
7.6 Social media services . 69
7.6.1 Overview . 69
7.6.2 Configuration and access . 69
7.6.3 Service handling . 70
7.6.4 Online media handling . 71
7.7 Banking services . 72
7.7.1 Overview . 72
7.7.2 eBanking . 73
7.7.3 ePayment . 77
7.7.4 eCommerce . 79
7.7.5 Investment services . 81
7.8 eHealth ser vices . 82
7.8.1 Overview . 82
7.8.2 Monitoring services . 82
7.8.3 Diagnosis and treatment . 83
7.8.4 Fitness . 85
7.9 Travel planning . 87
7.10 Navigation . 90
7.11 Games . 95
7.12 Searching and browsing . 96
7.12.1 Overview . 96
7.12.2 Web browser . 96
7.12.3 Search engine . 98
7.13 Tools . 100
History . 102
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5 ETSI EG 203 499 V1.1.1 (2019-08)
Intellectual Property Rights
Essential patents
IPRs essential or potentially essential to normative deliverables may have been declared to ETSI. The information per-
taining 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 re-
spect of ETSI standards", which is available from the ETSI Secretariat. Latest updates are available on the ETSI Web
server (https://ipr.etsi.org/).
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.
Trademarks
The present document may include trademarks and/or tradenames which are asserted and/or registered by their owners.
ETSI claims no ownership of these except for any which are indicated as being the property of ETSI, and conveys no
right to use or reproduce any trademark and/or tradename. Mention of those trademarks in the present document does
not constitute an endorsement by ETSI of products, services or organizations associated with those trademarks.
Foreword
This ETSI Guide (EG) has been produced by ETSI Technical Committee Human Factors (HF).
The work has been conducted in an open collaboration with industry, user and consumer representatives, and other rele-
vant stakeholders. The present document is based upon desk research (documents and online sources), best practices,
expert knowledge, and an industry-wide consultation and consensus process, aimed at consensus building and a quick
uptake and the widest possible support in future product implementations.
Intended readers of the present document are (list non-exhaustive):
• device designers, developers, and manufacturers;
• application developers;
• service providers;
• network operators;
• technical writers and developers of marketing materials; and
• national and international standards bodies and regulatory institutions.
Modal verbs terminology
In the present document "should", "should not", "may", "need not", "will", "will not", "can" and "cannot" are to be
interpreted as described in clause 3.2 of the ETSI Drafting Rules (Verbal forms for the expression of provisions).
"must" and "must not" are NOT allowed in ETSI deliverables except when used in direct citation.
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6 ETSI EG 203 499 V1.1.1 (2019-08)
Introduction
The terms (words, labels) used in the User Interface (UI) of a device, service or application may present an obstacle for
users if the users are not familiar with those terms or if the users are unsure as to their meaning. While some terms are
introduced by manufacturers to denote a new class of features or to distinguish own features from those offered by com-
petitors, most other terms denoting device or service features are not necessarily intended for differentiation. However,
in the absence of a harmonized or recommended terminology, the use of those terms may differ considerably among
manufacturers and service providers.
The alternative to a confusing plethora of terms is some degree of harmonization among devices, services, and applica-
tions, at least for terms not intended to convey a certain brand feature or image. A harmonized terminology can be em-
ployed to help prevent the negative effects of an uncontrolled expansion of terms. Those negative effects include:
• increased user difficulties in understanding complex, ambiguous, and inconsistently-used terms, leading to
unnecessary confusion;
• increased efforts in user education (user guides);
• increased costs for user support (hotline calls and call agent training);
• limited feature discovery and unclear user expectations (customers who do not understand certain features may
not use them, hence revenue may be missed);
• limited uptake (users may be reluctant to use a feature as they are not sure whether it has the expected effect);
• increase of cognitive complexity and subsequent learning effort; and
• abuse in the use of proprietary terms and lack of consistent use of terms.
The need for a harmonized terminology of device, service, and application features increases as new features and func-
tionalities are being developed. Device software, services, and applications are frequently updated, often without even
providing an update of the user documentation to the users.
ETSI EG 202 132 [i.1] claims that in order to aid users' learning procedures and to enable and simplify transfer and re-
use of knowledge between devices, applications and services, it is relevant to support harmonized vocabularies for the
most common and generic mobile ICT functions.
Consistency across basic interactive elements increases the ease and transfer of learning and raises the overall usability
of an enough-complex mobile ICT environment. Such a transfer becomes even more important when older users or peo-
ple with cognitive functional limitations are addressed and expected to use smartphones, mobile services and Internet
applications in most segments of everyday life.
A harmonized terminology can also be fed into terminology management systems used within a company to ensure the
consistent use of terms across products and the internal and external documentation (e.g. design documents, user guides
and promotional materials), see Clause 4.
ETSI EG 202 132 [i.1] contains harmonized English-language terms for a number of areas including user interfaces for
hardware and software, configuration of messaging and data services, call features, and terminal functionality. ETSI
TR 102 972 [i.2] extends the work done in ETSI EG 202 132 [i.1] towards 3G devices, mobile services, and applica-
tions. This extended list of proposed terms forms the initial basis for the terms considered. However, ETSI
EG 202 132 [i.1] and ETSI TR 102 972 [i.2] were published a long time ago and require updating, inter alia to cover the
many features and services evolved or not available at that time, and to cover other main European languages in addi-
tion to English.
The present document addresses this need on the basic level, covering the five largest official EU/EFTA languages (by
the number of their native speakers): German, French English, Italian and Spanish. However, given the speed of change
in the mobile ICT landscape, it will naturally require updating to ensure continuing relevance. Furthermore, expansion
to cover additional European languages and other languages used in Europe will further increase the usefulness and ap-
plicability of the present document.
The selection and validation process of the terms applied throughout their development, performed in collaboration with
stakeholders is expected to add a quality dimension to the recommended vocabulary that would be difficult to achieve
through an individual effort and is expected to contribute to the use and uptake of this freely available, public resource.
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7 ETSI EG 203 499 V1.1.1 (2019-08)
1 Scope
The present document aims at further simplifying end-user access to ICT devices, services, and applications by provid-
ing recommended terms for basic and commonly-used ICT-related objects and activities, limited to those terms that end
users are commonly exposed to. Recommended terms are provided in five languages: English, French, German, Italian,
and Spanish (as spoken in their respective European countries).
The recommended terms apply to mobile ICT devices and mobile applications (whether they are standalone or whether
they provide access to related services) commonly found in mobile ICT devices (most of the recommended terms are
applicable to both mobile and stationary devices, services, and applications). The recommended terms are applicable to
the User Interface (UI) design for a product as well as that of any user documentation accompanying it.
User requirements and available results of standardization work have been considered and integrated in the present doc-
ument, providing implementation-oriented guidance. Wherever possible, a Design-for-All approach has been adopted,
taking functional abilities of users, including elderly users and users with cognitive, physical, or sensory limitations into
account.
The present document does not provide design guidance, nor does it intend to restrict the ability of market players to
further improve and develop their terminals and services. Neither does it intend to limit their options to trademark user
interface elements or profile the user experience of brand-specific user interface implementations as a competitive edge.
2 References
2.1 Normative references
Normative references are not applicable in the present document.
2.2 Informative references
References are either specific (identified by date of publication and/or edition number or version number) or non-spe-
cific. For specific references, only the cited version applies. For non-specific references, the latest version of the refer-
enced document (including any amendments) applies.
NOTE: While any hyperlinks included in this clause were valid at the time of publication, ETSI cannot guarantee
their long term validity.
The following referenced documents are not necessary for the application of the present document but they assist the
user with regard to a particular subject area.
[i.1] ETSI EG 202 132: "Human Factors (HF); User Interfaces; Guidelines for generic user interface
elements for mobile terminals and services".
[i.2] ETSI TR 102 972: "Human Factors (HF); User Interfaces; Generic user interface elements for
3G/UMTS mobile devices, services and applications".
[i.3] ETSI EG 202 417: "Human Factors (HF); User education guidelines for mobile terminals and ser-
vices".
[i.4] ETSI ETR 095: "Human Factors (HF); Guide for usability evaluations of telecommunications sys-
tems and services".
[i.5] ISO 9241-11:2018: "Ergonomics of human-system interaction - Part 11: Usability: Definitions and
concepts".
[i.6] ETSI ETR 116: "Human Factors (HF); Human factors guidelines for ISDN Terminal equipment
design".
[i.7] ETSI EN 301 549: "Accessibility requirements suitable for public procurement of ICT products
and services in Europe".
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8 ETSI EG 203 499 V1.1.1 (2019-08)
[i.8] IEEE 802.11™: "WiFi standards family specifications".
NOTE: Available at https://ieeexplore.ieee.org.
[i.9] Bluetooth™ SIG Core Specifications.
NOTE: Available at www.bluetooth.com/specifications/bluetooth-core-specification.
[i.10] Mobile & Wireless Forum (MWF) - Global Accessibility Reporting Initiative (GARI): GARI Fea-
ture Guide.
NOTE: Available at www.gari.info.
[i.11] CORDIS EU Research portal: "Terminology extraction, translation tools and comparable corpora".
NOTE: Available at https://cordis.europa.eu/project/rcn/93820_en.html.
[i.12] ISO 9999:2016: "Assistive products for persons with disability - Classification and terminology".
[i.13] ISO/IEC 29138-1:2018: "Information technology - User interface accessibility - Part 1: User ac-
cessibility needs".
3 Definition of terms, symbols and abbreviations
3.1 Terms
For the purposes of the present document, the following terms apply:
consensus: general agreement, characterized by the absence of sustained opposition to substantial issues by any of the
concerned interests and by a process that involves taking into account the views of all parties concerned and to reconcile
any conflicting arguments
design-for-all: design of products to be usable by all people, to the greatest extent possible, without the need for spe-
cialized adoption
emergency call: call from a user to an emergency control centre
end user: see user
function: abstract concept of a particular piece of functionality in a device or service
generic: generalized set or general purpose set, often in the sense of basic or ordinary
ICT devices and services: devices or services for processing information and/or supporting communication, which has
an interface to communicate with a user
impairment: any temporary or permanent; progressive, regressive or static; or intermittent or continuous reduction or
loss of psychological, physiological or anatomical function or structure of a user (environmental included)
mobile device: personal communication device, e.g. a smartphone, capable of communicating by using one or several
radio technologies, including support for internet access
term: word or a phrase describing a thing or expressing a concept, in a specific language, domain or context
NOTE: Based on the Oxford dictionary.
terminal: physical device which interfaces with a telecommunications network, and hence to a service provider, to ena-
ble access to a telecommunications service
NOTE: A terminal also provides an interface to the user to enable the interchange of control actions and infor-
mation between the user and the terminal, network or service provider.
terminology: vocabulary of technical terms in a particular field, subject, science, or art; nomenclature
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9 ETSI EG 203 499 V1.1.1 (2019-08)
usability: effectiveness, efficiency and satisfaction with which specified users can achieve specified goals (tasks) in a
specified context and particular environments, see ETSI ETR 095 [i.4] and ISO 9241-11 [i.5]
NOTE: In telecommunications, usability includes the concepts of learnability and flexibility; and reference to the
interaction of more than one user (the A and B parties) with each other and with the terminals and the tel-
ecommunications system, see ETSI ETR 116 [i.6].
user: person who uses a telecommunications terminal to gain access to and control of a telecommunications service or
application
NOTE: The user may or may not be the person who has subscribed to the provision of the service or owns the
terminal. Also, the user may or may not be a person with impairments.
User Interface (UI): physical and logical interface through which a user communicates with a telecommunications ter-
minal or via a terminal to a telecommunications service (also called man-machine interface, MMI)
NOTE: The communication is bi-directional in real time and the interface includes control, display, audio, haptic
or other elements, in software or hardware.
user requirements: requirements based on user needs and capabilities, on a telecommunication service and any of its
supporting components, terminals and interfaces, in order to make use of this service in the easiest, safest, most efficient
and most secure way
voice (spoken) command: verbal or other auditory dialogue format which enables the user to input commands to con-
trol a device, service or application
3.2 Symbols
Void.
3.3 Abbreviations
For the purposes of the present document, the following abbreviations apply:
rd
3G 3 Generation (mobile networks)
APN Access Point Name
APR Área de Prioridad Residencial
ATM Automated Teller Machine
AV AudioVisual
CCNR Call Completion on No Reply
CEAM Carte Européenne d’Assurance Maladie
CLIP Caller Line Identification Presentation
CLIR Caller Line Identity Restriction
DAB Distributeur Automatique de Billets
EDGE Enhanced Data rates for GSM Evolution
EHIC European Healthcare Identity Card
FTP File Transfer Protocol
GARI Global Accessibility Reporting Initiative
GPRS General Packet Radio Service
GPS Global Positioning System
GSM Global System for Mobile telecommunication
HDR High Dynamic Range
HF Human Factors
HSPA High-Speed Packet Access
HSPA+ evolved High-Speed Packet Access
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
IBAN International Bank Account Number
ICE In Case of Emergency
ICT Information and Communication Technologies
IM Instant Messaging
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10 ETSI EG 203 499 V1.1.1 (2019-08)
IMEI International Mobile Equipment Identity
IP Internet Protocol
IR Infrared
IRPF Impuesto sobre la Renta de las Personas Fisicas
ISDN Integrated Services Digital Network
ISO International Organization for Standardization
LED Light Emitting Diode
LTE Long Term Evolution
MMI Man-Machine Interface
MMS Multimedia Message Service
NFC Near-Field Communication
ÖPNV Öffentlicher Personennahverkehr
OS Operating System
PA Public Address
PC Personal Computer
PIN Personal Identity Number
PUK Personal Unblocking Key
RF Radio Frequency
RH Rhesus
RTT Real-time Text Telephony
SD Secure Digital
SEPA Single Euro Payments Area
SIM Subscriber Identity Module
SMS Short Message Service
SMTP Simple Mail Transfer Protocol
SOS Save Our Souls
TAN Transaction Number
TTS Text To Speech
TV Television
UI User Interface
UICC Universal Integrated Circuit Card
UMTS Universal Mobile Telecommunication System
URI Uniform Resource Identifier
URL Uniform Resource Locator
USB Universal Serial Bus
USB-C Universal Serial Bus- C type
USIM Universal Subscriber Identity Module
VPN Virtual Private Network
WAP Wireless Application Protocol
Wi-Fi™ Wireless-Fidelity
NOTE: Commercial name for the ISO/IEC wireless network standard family 802.11, also known as WLAN (see
[i.8]).
WLAN Wireless Local Area Network
ZTL Zona a Traffico Limitato
4 User-centred development of terms
Intended users of the present document are those designing, developing, implementing, and deploying user interfaces
for and interaction with mobile ICT devices, services, and applications.
Intended end users mentioned in the present document are people who use mobile ICT devices, services, and applica-
tions ranging from first time users to experienced users.
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11 ETSI EG 203 499 V1.1.1 (2019-08)
Uniformity in the interactive elements increases the transfer of learning between different devices, services, and appli-
cations. Such knowledge transfer becomes even more important in a world of ubiquitous devices and services used by
heterogeneous users. In particular, harmonized terms (used across devices, services, and applications from different
manufacturers and providers) improve the overall usability of the entire ICT ecosystem. Use of the harmonized vocabu-
lary in the present document for the development of ICT devices, services, and applications will enable end users to
reapply knowledge and experience.
Previous work reported, e.g. [i.11], addressing the automatic generation of bilingual terminologies, did not meet expec-
tations. Such harmonization efforts tended to use other (e.g. automated extraction) approaches developing common re-
sources, compiling multilingual terminology banks without interoperability, user-centricity and harmonization in focus.
A consistent, harmonized, and accessible terminology will particularly benefit end users with temporary or perma-
nent functional variations, such as those with literacy difficulties, or people with visual or cognitive impairments. A har-
monized terminology should be easy to remember, recognize, and retrieve, and the individual terms should represent
their related concepts well. A well-designed user terminology should have a shallow learning curve and cover most
common tasks and use cases users are likely to encounter through the most common, every-day use patterns.
Finally, the terminology should also be useful for manufacturers' terminology management systems, a process to or-
ganize and associate terms with a clear set of rules for their usage (e.g. through a term base), also including and harmo-
nized across user guides and user interfaces. Companies invest in terminology management in order to ensure that the
terms used in internal documents, external documents such as user guides, in user interfaces, and for marketing infor-
mation such as advertisements are used consistently.
Unmanaged terminology will easily become inconsistent, leading to confusion and translations difficult to re-use - that
will lead to more time- and resource-intensive processes. It typically also reduces user satisfaction, limits cognitive ac-
cessibility and is often a main reason to the under-use of potentially beneficial functionality.
ETSI EG 202 417 [i.3] provides detailed guidelines on how terminology management can help improve the quality of
user documentation. Applying these assists the user-centred generation of harmonised terminologies. Furthermore, pri-
oritizing the user-centred view over "technical perfection" helps selecting terms the user will understand.
ISO 9999:2016 [i.12] and ISO/IEC TR 29138-1:2018 [i.13] are useful reference and inspirational sources when devel-
oping mobile accessibility solutions and have been consulted, together with other functionality-area specific references
(e.g. in the field of banking services or healthcare services, where terminology-related national regulations may exist
and apply, and should be respected).
ISO/TC 37 Terminology Principles and coordination (see https://www.iso.org/committee/48104.html) covers the stand-
ardization of descriptions, resources, technologies and services related to terminology, translation, and other language-
based activities in the multilingual information society – without focusing on ICT in the mobile context of use.
Last but not least, consistently extending the focus of these efforts beyond the written word to include symbols, icons,
pictograms and audiograms (often replacing text) will further benefit the user-centric product and service development.
5 Method
5.1 General
This clause describes the method applied for selecting the user-centred terminology presented in Clauses 6 and 7.
The selection of device-related terms (Clause 6) is inter alia based on the analysis of the five device vendors with the
largest market shares in Europe. As the landscape of vendors for applications and services is much more diverse and
fragmented across European regions, a different approach had to be selected for those functionality areas (Clause 7).
The method employed consists of three phases:
• Phase 1: Identification of objects and activities from a range of functional areas such as telephony and photog-
raphy;
• Phase 2: Collection of terms used by major stakeholders; and
• Phase 3: Analysis of terms collected and selection of recommended terms.
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12 ETSI EG 203 499 V1.1.1 (2019-08)
5.2 Phase 1: Identification of device-related and service- and
applications-related objects and activities
In this first phase, functional areas (such as telephony, accessibility and social media) were identified that define the
range of functionalities covered by the present document.
Four functional areas cover functionalities frequently used by many users of mobile ICT devices. These device-related
functional areas are:
1. General;
2. Accessibility;
3. Telephony; and
4. Photography.
Twelve functional areas cover functionalities frequently used by many users of mobile ICT services and applications.
These service- and applications-related functional areas are:
1. General;
2. Messaging services;
3. Media services;
4. Societal services and communications;
5. Social media;
6. Banking and payment services;
7. eHealth services;
8. Travel services;
9. Navigation and maps;
10. Games;
11. Searching and browsing; and
12. Tools and miscellaneous.
For each functional area, relevant objects and activities (i.e. those that are frequently used and used by many users)
were identified and defined, and the following principles were developed and applied:
Objects and activities were selected if they help users in:
• Identifying the functionality (i.e. help the user understand what it does);
• Accessing the functionality;
• Understanding the available options related to a functionality; and/or
• Understanding messages displayed in the context of using a functionality (e.g. error feedback).
Objects and activities were typically not selected (unless required by the context) if they cover:
• The most common content of an application (e.g. "Photo", "Take the first exit at the roundabout"), or the style
of the interaction;
• Common terms easily found in a dictionary (e.g. "hotel") not addressed in further detail;
• The most common verbal expressions indicating an action taken on an object (e.g. "take a photo"); and/or
ETSI
13 ETSI EG 203 499 V1.1.1 (2019-08)
• Words, acronyms, or abbreviations used in a specific technical sense (e.g. "CCNR").
Objects and activities relevant for multiple functional areas are treated as General terms in both categories (see
Clauses 6.2 and 7.2 respectively).
5.3 Phase 2: Collection of terms
For each device-related functional area (Generic, Accessibility, Telephony and Photography), relevant device vendors
were identified and the terms used by them for the objects and activities of the respective functional area were collected
in the five languages covered by the
...
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