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Welcome! If you've stumbled across us, please understand that this is a work in progress. We are still adding and reviewing content, and there are still some empty pages. It's entirely possible you'll see content that is still in note or outline format, or that hasn't been completed. Additionally, we are migrating from our old WikiSpaces to our new DokuWiki. Please bear with us.

• How We Got Here (and When)
• Who We Are
• Why This Is Important
• What You Really Need to Know
• Where Does This Apply

• Modality
• Directed Dialog vs. SLM
• Partial Automation vs. Full Automation
• Global Barge-In Strategy
• Logging Strategy
• Persona and Brand

• Conversational Maxims
• Lexical Considerations
• Pragmatic and Sociolinguistic Considerations
• Cognitive Load
• Syntactic Considerations
• Prosodic Considerations
• Phonological Considerations

• Getting the Caller Engaged
• What Not to Include at the Beginning
• Zero-Outs
• Segmenting Callers
• Language Selection
• Identification

• Menu Types – An Introduction
• Multi-Item Menus
• Two-Item Menus and Yes-No Prompts
• Open Ended Prompts
• Playback of Information
• Navigation
• Different Kinds of Prompts
• Error Recovery
• Confirmation Strategies
• Collecting Sensitive Information
• Collection of Specific Contexts
• FAQ
• Lists
• Commands
• DTMF Keys – Common Usage
• Personalization

• Offering to Save ANI
• Hang-ups and Goodbyes
• Transfers
• In-queue Handling

• Choosing Between TTS or Professionally Recorded Audio
• Choosing and Working With Voice Talent
• Prosody
• TTS
• Audio Recording Considerations

• How to Pick Synonyms
• Understanding Speech Patterns
• Mimicry of Prompt
• Using n-best Lists
• Alphanumeric Input
• Voice Spelling
• Types of Input
• Grammar Optimization Techniques

•More Modality

• Voice Talent Selection For Accessibility
• TDD
• User Base Considerations

• Localization
• Translation

• Who Holds the Power
• Deliverables
• Determining Content
• User Requirements and Expectations
• Goals

• Process and Documentation
• Archetypes
• Call Flow Diagrams
• User Interface Design Specification

• When to Do Validation
• Usability Testing
• Key Effectiveness Criteria
• Tuning
• Surveys
• Monitoring Production Data
• Call Recordings
• A-B Testing
• Analytics

•References
•Glossary
•Style Guide
•Tag Definitions and Actions
•Links