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Telecom research open days
Telecom Research Open Days September, 1980 Human factors research at the British Telecom Research Laboratories at Martlesham has examined people's use of many telecommunications systems to ensure that associated equipment is properly fitted for their use. Past work is reflected in the design of today's push button telephones and in the size and layout of phone boxes - to give just two examples. Studies are being devoted to the man-computer interface which normally includes a visual display terminal. Currently the laboratories are studying five main areas: 1. Hardware interface: design and operating characteristics of VDTs and their peripheral equipment, and the design, layout and adjustability of the associated furniture. 2. Software interface: design of the man-computer language and the ways in which a dialogue can be established. 3~ Environment: decor, illumination levels, glare, heat and noise from equipment, other background noise, air conditioning, and screen radiation levels. 4. Operators: the effect of their age, health, eyesight, and trainability. 5. Work design: design and organisation of the task; the load and pace of work, rest pauses, training, supervision and user support. To demonstrate solutions to some of these problems, two VDT work stations have been constructed. One takes "human factors" into account; the other ignores them. Brief details of some current human factors projects at Martlesham appear below: A range of customer-controlled 'supplementary services' such as call diversion and automatic alarm call service will be possible when computerised telephone exchanges (System X) come into service. A small telephone exchange called Pathfinder, developed within the Research Department, provides several of the new services to some of the staff at Martlesham Heath. Pathfinder users are participating in a human factors test designed to evaluate automatic announcements as an aid to controlling supplementary services. The performance of people who receive one of three different forms of guidance announcements is being compared with a control group who receive no guidance.
Using an eye movement camera in an experiment with the new Monarch switchboard at the British Telecqm Research Laboratories, Martlesham.
The new System X telephone exchanges have the capability of centralising many of the tasks which have previously been conducted on-site at each exchange. The control centre from which up to 60 exchanges could be administered is called the Local Administration Centre (LAC). The human factors affecting LAC operation will be determined using a full-scale working model which is under construction at Martlesham Heath. Aspects of the LAC under investigation include the equipment layout and environment, details of the equipment, the man-machine language used to interact with System X exchanges and the job content and workload of LAC staff.
A number of aids have been proposed as ways of making access to telecommunications service easier for handicapped people. Such aids have been assessed by the Human Factors Division by observing handicapped people using the aids, monitoring their success at using the telephone and discussing their opinions of the aids. Tests have been conducted at Pinderfields Hospital in Yorkshire, at a special school for handicapped children, at the Royal National Institute for the Blind and in the homes of handicapped people. These tests have shown which aids are of value to people with particular types of disability. The results will help the Marketing Executive to ensure that an adequate range of aids is available.
A compterised information retrieval system is under consideration as a solution to the problems posed by the ever-increasing number of telephone numbers to which a directory enquiry operator must have ready access. Members
238
AppliedErgonomics
December 1980
of the Human Factors Division have surveyed the opinions of participants in a field trial of the proposed system, evaluated the training programme and assessed the terminal equipment and the environmental factors essential to its successful use. Recommendations on the working environment, terminal equipment, workspace design, personnel factors, system efficiencies and training have been made to the unit responsible for conducting the trial.
A microprocessor-controlled facsimile system is being developed at Martlesham Heath which can electronically store documents then transmit them to distant receiving
units at a later time, for example during the night when lower tariffs are in effect. Potential difficulties for users of this new system have been identified and eliminated by studying the operating procedures. The best use of the visual display which appears on the terminal has been ensured by careful consideration of the needs of the operator. The displayed information has been designed to be clear and unambiguous at all times. In addition to step-by-step guidance for the inexperienced, more experienced users have been provided with an opportunity to use short-cut methods. Instructions for users of this sophisticated facsimile system are now being prepared.
Prestel is the Post Office's viewdata service, providing access to information by means of a television set used in conjunction with a telephone. A series of human factors studies have been conducted to investigate problems encountered when accessing the Prestel data store and to devise ways of making it as easy as possible for customers to find the desired pages of information. Other aspects of Prestel which are under consideration within the Human Factors Division include the legibility of displayed information, in particular when coloured text is used, and the design of the keypads used to interact with the Prestel system.
The international journal for the assessment, control and management of develoments in telecommunications and information systems.
Telecommunications policy is intended for all those concerned with the management of telecommunications and information systems in government business and industry, universities, research establishments and consultancy services.
Key issues: National and international policies Economics and planning Implications and opportunities fur business and industry Social and political impacts Privacy and security Telecommunications and energy conservation Services and networks For further information and specimen copy contact:
Jan Holloway, IPC Science and TechnololD, Press Limited, P.O. Box 63, Westbury House, Bury Street, Guildford, Surrey GU2 5BH, UK Telephone: 0483 31261 Telex: 859556 Sc|tec G
Applied Ergonomics
December 1980
239
Using an eye movement camera in an experiment with the new Monarch switchboard at the British Telecqm Research Laboratories, Martlesham.
The new System X telephone exchanges have the capability of centralising many of the tasks which have previously been conducted on-site at each exchange. The control centre from which up to 60 exchanges could be administered is called the Local Administration Centre (LAC). The human factors affecting LAC operation will be determined using a full-scale working model which is under construction at Martlesham Heath. Aspects of the LAC under investigation include the equipment layout and environment, details of the equipment, the man-machine language used to interact with System X exchanges and the job content and workload of LAC staff.
A number of aids have been proposed as ways of making access to telecommunications service easier for handicapped people. Such aids have been assessed by the Human Factors Division by observing handicapped people using the aids, monitoring their success at using the telephone and discussing their opinions of the aids. Tests have been conducted at Pinderfields Hospital in Yorkshire, at a special school for handicapped children, at the Royal National Institute for the Blind and in the homes of handicapped people. These tests have shown which aids are of value to people with particular types of disability. The results will help the Marketing Executive to ensure that an adequate range of aids is available.
A compterised information retrieval system is under consideration as a solution to the problems posed by the ever-increasing number of telephone numbers to which a directory enquiry operator must have ready access. Members
238
AppliedErgonomics
December 1980
of the Human Factors Division have surveyed the opinions of participants in a field trial of the proposed system, evaluated the training programme and assessed the terminal equipment and the environmental factors essential to its successful use. Recommendations on the working environment, terminal equipment, workspace design, personnel factors, system efficiencies and training have been made to the unit responsible for conducting the trial.
A microprocessor-controlled facsimile system is being developed at Martlesham Heath which can electronically store documents then transmit them to distant receiving
units at a later time, for example during the night when lower tariffs are in effect. Potential difficulties for users of this new system have been identified and eliminated by studying the operating procedures. The best use of the visual display which appears on the terminal has been ensured by careful consideration of the needs of the operator. The displayed information has been designed to be clear and unambiguous at all times. In addition to step-by-step guidance for the inexperienced, more experienced users have been provided with an opportunity to use short-cut methods. Instructions for users of this sophisticated facsimile system are now being prepared.
Prestel is the Post Office's viewdata service, providing access to information by means of a television set used in conjunction with a telephone. A series of human factors studies have been conducted to investigate problems encountered when accessing the Prestel data store and to devise ways of making it as easy as possible for customers to find the desired pages of information. Other aspects of Prestel which are under consideration within the Human Factors Division include the legibility of displayed information, in particular when coloured text is used, and the design of the keypads used to interact with the Prestel system.
The international journal for the assessment, control and management of develoments in telecommunications and information systems.
Telecommunications policy is intended for all those concerned with the management of telecommunications and information systems in government business and industry, universities, research establishments and consultancy services.
Key issues: National and international policies Economics and planning Implications and opportunities fur business and industry Social and political impacts Privacy and security Telecommunications and energy conservation Services and networks For further information and specimen copy contact:
Jan Holloway, IPC Science and TechnololD, Press Limited, P.O. Box 63, Westbury House, Bury Street, Guildford, Surrey GU2 5BH, UK Telephone: 0483 31261 Telex: 859556 Sc|tec G
Applied Ergonomics
December 1980
239