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Lack of multimedia tools in intervention support for running system
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0002-1455-240X
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013).ORCID iD: 0000-0001-6826-3358
2019 (English)In: International Journal of Web Science, ISSN 1757-8795, Vol. 3, no 2, p. 148-173Article in journal (Refereed) Published
Abstract [en]

Engrafting support staff into dialogues between users and customer support systems can compensate for system design flaws. Further, such dialogues can give grounds for system development. This article surveys the levels of interactivity of user support systems, where overt or covert support agents take an active part in the communication between a customer and a system. The main purpose is to demonstrate the prevailing lack of multimedia outputs in the tools supporting human intervention in systems with a graphical user interface (GUI). This is followed by an account of experimentation with human support engrafted in a web system that has a fuller range of GUI expression. The experiment explores the possibility of using multimedia in intervention in human-computer interaction and how such intervention can be built when it is not yet part of the augmented system.

Place, publisher, year, edition, pages
InderScience Publishers, 2019. Vol. 3, no 2, p. 148-173
Keywords [en]
multimedia tools; intervention support; running systems; engrafting support; customer support; user support systems; multimedia output; graphical user interface; GUI; web services; human-computer interaction; web science; interactive systems; Wizard-of-Oz; WOz; user involvement
National Category
Information Systems Business Administration
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-74617DOI: 10.1504/IJWS.2019.10023834OAI: oai:DiVA.org:kau-74617DiVA, id: diva2:1348098
Available from: 2019-09-03 Created: 2019-09-03 Last updated: 2019-09-10Bibliographically approved

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Wik, MalinPettersson, John Sören

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf