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--- references [2019/08/06 12:21]
lisa.illgen_concentrix.com Fitting references to reference plug-in format (F-Z)
+++ references [2019/08/08 13:47] (current)
lisa.illgen_concentrix.com Updated with new reference
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 {{anchor:callejas:CAL1}}Callejas, Z., & López-Cózar, R. (2008). Relations between de-facto criteria in the evaluation of a spoken dialogue system. Speech Communication, 50, 646-665. [[https://doi.org/10.1016/j.specom.2008.04.004]]
+{{anchor:calteaux:CAL2}}Calteaux, K., Grover A., & van Huyssteen, G. (2012). Business drivers and design choices for multilingual IVRs: A governement service delivery case study. Retrieved from [[http://www.mica.edu.vn/sltu2012/files/proceedings/7.pdf]]
 {{anchor:chang:CHA1}}Chang, C. (2006). When service fails: The role of the salesperson and the customer. Psychology & Marketing, 23(3), 203–224. [[https://doi.org/10.1002/mar.20096]]
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 {{anchor:commarford:COM1}}Commarford, P. M., & Lewis, J. R. (2005). Optimizing the pause length before presentation of global navigation commands. In Proceedings of HCI International 2005: Volume 2—The management of information: E-business, the Web, and mobile computing (pp. 1–7). St. Louis, MO: Mira Digital Publication. [[http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.508.6365]]
-{{anchor:ahlén:COM2}}Commarford, P. M., Lewis, J. R., Al-Awar Smither, J. & Gentzler, M. D. (2008). A comparison of broad versus deep auditory menu structures. Human Factors, 50(1), 77-89. [[https://doi.org/10.1518/001872008X250665]]
+{{anchor:commarford2008:COM2}}Commarford, P. M., Lewis, J. R., Al-Awar Smither, J. & Gentzler, M. D. (2008). A comparison of broad versus deep auditory menu structures. Human Factors, 50(1), 77-89. [[https://doi.org/10.1518/001872008X250665]]
 {{anchor:couper:COU1}}Couper, M. P., Singer, E., & Tourangeau, R. (2004). Does voice matter? An interactive voice response (IVR) experiment. Journal of Official Statistics, 20(3), 551–570. [[http://search.proquest.com/docview/1266795179]]
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 {{anchor:garrett:GAR3}}Garrett, M. F. (1990). Sentence processing. In D. N. Osherson & H. Lasnik (Eds.), Language: An invitation to cognitive science (pp. 133–176). Cambridge, MA: MIT Press. [[https://www.amazon.com/Invitation-Cognitive-Science-Vol-Language/dp/0262650339]]
+{{anchor:giebutowksi:GIE1}}Giebutowski, J. (2017, December 18). Multilingual IVR 5 Big Ways to Get It Exactly WRONG Marketing Messages. Retrieved from [[https://www.marketingmessages.com/multilingual-ivr-5-big-ways-to-get-it-exactly-wrong]]
 {{anchor:gleason:GLE1}}Gleason, J. B., & Ratner, N. B. (1993). Psycholinguistics. Fort Worth, TX: Harcourt Brace Jovanovich. [[https://www.amazon.com/Psycholinguistics-Nan-Bernstein-Ratner/dp/0030559642]]
+{{anchor:goodwin:GOO1}}Goodwin, A. (2018, February 21). 5 Multilingual IVR Tips to Take Your Business Global [Web log post]. Retrieved from [[https://www.west.com/blog/interactive-services/multilingual-ivr-take-business-global]]
 {{anchor:gould:GOU1}}Gould, J. D., Boies, S. J., Levy, S., Richards, J. T., & Schoonard, J. (1987). The 1984 Olympics message system: A test of behavioral principles of system design. Communications of the ACM, 30, 758-569. [[https://doi.org/10.1145/30401.30402]]
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 {{anchor:hone:HON1}}Hone, K. S., & Graham, R. (2000). Towards a tool for the subjective assessment of speech system interfaces (SASSI). Natural Language Engineering, 6(3–4), 287–303. [[https://doi.org/10.1017/S1351324900002497]]
+{{anchor:houwing:HOU1}}Houwing, T., & Greiner, P. (2005). Design issues in multilingual applications. (SPEECH-WORLD[TM]) (interactive voice response systems). Customer Interaction Solutions, 23(12), 88–93. Retrieved from [[http://search.proquest.com/docview/208150344]]
 {{anchor:huang:HUA1}}Huang, X., Acero, A., & Hon, H. (2001). Spoken language processing: A guide to theory, algorithm and system development. Upper Saddle River, NJ: Prentice Hall. [[https://www.amazon.com/Spoken-Language-Processing-Algorithm-Development/dp/0130226165]]
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 {{anchor:kleijnen:KLE1}}Kleijnen, M., de Ruyter, K., & Wetzels, M. (2007). An assessment of value creation in mobile service delivery and the moderating role of time consciousness. Journal of Retailing, 83(1), 33–46. [[https://doi.org/10.1016/j.jretai.2006.10.004]]
-{{anchor:klie:KLI1}}Klie, L. (2010). When in Rome. Speech Technology, 15(3), 20-24. [[http://search.proquest.com/docview/325176389/]]
+{{anchor:klie2007:KLI1}}Klie, L. (2007). It’s a persona, not a personality. Speech Technology, 12(5), 22–26. [[http://search.proquest.com/docview/212204672]]
+{{anchor:klie2010:KLI2}}Klie, L. (2010). When in Rome. Speech Technology, 15(3), 20-24. [[http://search.proquest.com/docview/325176389/]]
 {{anchor:knott:KNO1}}Knott, B. A., Bushey, R. R., & Martin, J. M. (2004). Natural language prompts for an automated call router: Examples increase the clarity of user responses. In Proceedings of the Human Factors and Ergonomics Society 48th annual meeting (pp. 736–739). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120404800407]]
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 {{anchor:lewis1982:LEW1}}Lewis, J.R. (1982). Testing small system customer set-up. In Proceedings of the Human Factors Society 26th Annual Meeting (pp. 718-720). Santa Monica, CA: Human Factors Society. [[https://doi.org/10.1177/154193128202600810]]
-{{anchor:lewis2005:LEW2}} Lewis, J. R. (2005). Frequency distributions for names and unconstrained words associated with the letters of the English alphabet. In Proceedings of HCI International 2005: Posters (pp. 1–5). St. Louis, MO: Mira Digital Publication. Available at [[http://drjim.0catch.com/hcii05-368-wordfrequency.pdf]]
+{{anchor:lewis2004:LEW2}}Lewis, J. R. (2004). Effect of speaker and sampling rate on MOS-X ratings of concatenative TTS voices. In Proceedings of the Human Factors and Ergonomics Society (pp. 759-763). Santa Monica, CA: HFES. [[https://doi.org/10.1177/154193120404800504]]
-{{anchor:lewis2006:LEW3}}Lewis, J. R. (2006). Effectiveness of various automated readability measures for the competitive evaluation of user documentation. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 624–628). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120605000501]]
+{{anchor:lewis2005:LEW3}} Lewis, J. R. (2005). Frequency distributions for names and unconstrained words associated with the letters of the English alphabet. In Proceedings of HCI International 2005: Posters (pp. 1–5). St. Louis, MO: Mira Digital Publication. Available at [[http://drjim.0catch.com/hcii05-368-wordfrequency.pdf]]
-{{anchor:lewis2007:LEW4}}Lewis, J. R. (2007). Advantages and disadvantages of press or say <x> speech user interfaces (Tech. Rep. BCR-UX-2007-0002. Retrieved from [[http://drjim.0catch.com/2007_AdvantagesAndDisadvantagesOfPressOrSaySpeechUserInter.pdf]]). Boca Raton, FL: IBM Corp.
+{{anchor:lewis2006:LEW4}}Lewis, J. R. (2006). Effectiveness of various automated readability measures for the competitive evaluation of user documentation. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 624–628). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120605000501]]
-{{anchor:lewis2008:LEW5}}Lewis, J. R. (2008). Usability evaluation of a speech recognition IVR. In T. Tullis & B. Albert (Eds.), Measuring the user experience, Chapter 10: Case studies (pp. 244–252). Amsterdam, Netherlands: Morgan-Kaufman. [[https://www.amazon.com/Measuring-User-Experience-Interactive-Technologies/dp/0123735580]]
+{{anchor:lewis2007:LEW5}}Lewis, J. R. (2007). Advantages and disadvantages of press or say <x> speech user interfaces (Tech. Rep. BCR-UX-2007-0002. Retrieved from [[http://drjim.0catch.com/2007_AdvantagesAndDisadvantagesOfPressOrSaySpeechUserInter.pdf]]). Boca Raton, FL: IBM Corp.
-{{anchor:lewis2011:LEW6}}Lewis, J. R. (2011). Practical speech user interface design. Boca Raton, FL: CRC Press, Taylor & Francis Group. [[https://www.amazon.com/Practical-Speech-Interface-Factors-Ergonomics-ebook/dp/B008KZ6TAM]]
+{{anchor:lewis2008:LEW6}}Lewis, J. R. (2008). Usability evaluation of a speech recognition IVR. In T. Tullis & B. Albert (Eds.), Measuring the user experience, Chapter 10: Case studies (pp. 244–252). Amsterdam, Netherlands: Morgan-Kaufman. [[https://www.amazon.com/Measuring-User-Experience-Interactive-Technologies/dp/0123735580]]
-{{anchor:lewis2012:LEW7}}Lewis, J. R. (2012). Usability testing. In G. Salvendy (Ed.), Handbook of Human Factors and Ergonomics, 4th ed. (pp. 1267-1312). New York, NY: John Wiley. [[https://www.amazon.com/Handbook-Factors-Ergonomics-Gavriel-Salvendy/dp/0470528389]]
+{{anchor:lewis2011:LEW7}}Lewis, J. R. (2011). Practical speech user interface design. Boca Raton, FL: CRC Press, Taylor & Francis Group. [[https://www.amazon.com/Practical-Speech-Interface-Factors-Ergonomics-ebook/dp/B008KZ6TAM]]
-{{anchor:lewis2003:LEW8}}Lewis, J. R., & Commarford, P. M. (2003). Developing a voice-spelling alphabet for PDAs. IBM Systems Journal, 42(4), 624–638. Available at [[http://drjim.0catch.com/2003_DevelopingAVoiceSpellingAlphabetForPDAs.pdf]]
+{{anchor:lewis2012:LEW8}}Lewis, J. R. (2012). Usability testing. In G. Salvendy (Ed.), Handbook of Human Factors and Ergonomics, 4th ed. (pp. 1267-1312). New York, NY: John Wiley. [[https://www.amazon.com/Handbook-Factors-Ergonomics-Gavriel-Salvendy/dp/0470528389]]
-{{anchor:lewisc2008:LEW9}}Lewis, J. R., Commarford, P. M., Kennedy, P. J., and Sadowski, W. J. (2008). Handheld electronic devices. In C. Melody Carswell (Ed.), Reviews of Human Factors and Ergonomics, Vol. 4 (pp. 105-148). Santa Monica, CA: Human Factors and Ergonomics Society. Available at [[http://drjim.0catch.com/2008_HandheldElectronicDevices.pdf]]
+{{anchor:lewis2003:LEW9}}Lewis, J. R., & Commarford, P. M. (2003). Developing a voice-spelling alphabet for PDAs. IBM Systems Journal, 42(4), 624–638. Available at [[http://drjim.0catch.com/2003_DevelopingAVoiceSpellingAlphabetForPDAs.pdf]]
-{{anchor:lewisc2006:LEW10}}Lewis, J. R., Commarford, P. M., & Kotan, C. (2006). Web-based comparison of two styles of auditory presentation: All TTS versus rapidly mixed TTS and recordings. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 723–727). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120605000523]]
+{{anchor:lewisc2008:LEW10}}Lewis, J. R., Commarford, P. M., Kennedy, P. J., and Sadowski, W. J. (2008). Handheld electronic devices. In C. Melody Carswell (Ed.), Reviews of Human Factors and Ergonomics, Vol. 4 (pp. 105-148). Santa Monica, CA: Human Factors and Ergonomics Society. Available at [[http://drjim.0catch.com/2008_HandheldElectronicDevices.pdf]]
-{{anchor:lewis1997:LEW11}}Lewis, J. R., Potosnak, K. M., and Magyar, R. L. (1997). Keys and keyboards. In M. Helander, T. K. Landauer, and P. Prabhu (Eds.), Handbook of Human-Computer Interaction (pp. 1285-1315). Amsterdam: Elsevier. Available at [[http://drjim.0catch.com/1997_KeysAndKeyboards.pdf]]
+{{anchor:lewisc2006:LEW11}}Lewis, J. R., Commarford, P. M., & Kotan, C. (2006). Web-based comparison of two styles of auditory presentation: All TTS versus rapidly mixed TTS and recordings. In Proceedings of the Human Factors and Ergonomics Society 50th annual meeting (pp. 723–727). Santa Monica, CA: Human Factors and Ergonomics Society. [[https://doi.org/10.1177/154193120605000523]]
-{{anchor:lewis2000:LEW12}}Lewis, J. R., Simone, J. E., & Bogacz, M. (2000). Designing common functions for speech-only user interfaces: Rationales, sample dialogs, potential uses for event counting, and sample grammars (Tech. Report 29.3287, available at <[[http://drjim.0catch.com/always-ral.pdf]]>). Raleigh, NC: IBM Corp.
+{{anchor:lewis1997:LEW12}}Lewis, J. R., Potosnak, K. M., and Magyar, R. L. (1997). Keys and keyboards. In M. Helander, T. K. Landauer, and P. Prabhu (Eds.), Handbook of Human-Computer Interaction (pp. 1285-1315). Amsterdam: Elsevier. Available at [[http://drjim.0catch.com/1997_KeysAndKeyboards.pdf]]
+{{anchor:lewis2000:LEW13}}Lewis, J. R., Simone, J. E., & Bogacz, M. (2000). Designing common functions for speech-only user interfaces: Rationales, sample dialogs, potential uses for event counting, and sample grammars (Tech. Report 29.3287, available at <[[http://drjim.0catch.com/always-ral.pdf]]>). Raleigh, NC: IBM Corp.
 {{anchor:liberman:LIB1}}Liberman, A. M., Harris, K. S., Hoffman, H. S., & Griffith, B. C. (1957). The discrimination of speech sounds within and across phoneme boundaries. Journal of Experimental Psychology, 54, 358–368. [[https://doi.org/10.1037/h0044417]]
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 {{anchor:minker:MIN1}}Minker, W., Pitterman, J., Pitterman, A., Strauß, P.-M., & Bühler, D. (2007). Challenges in speech-based human-computer interaction. International Journal of Speech Technology, 10, 109–119. [[https://doi.org/10.1007/s10772-009-9023-y]]
-[[references#MOS1|Mościcki et al., 1985]]
 {{anchor:mościcki:MOS1}}Mościcki, E.K., Elkins, E. F., Baum, H. M., & McNamara, P. M. (1985). Hearing loss in the elderly: An epidemiologic study of the Framingham Heart Study cohort. Ear and Hearing Journal, 6, 184-190. [[https://doi.org/10.1097/00003446-198507000-00003]]
@@ Line 363: / Line 374: @@
 {{anchor:stivers:STI1}}Stivers, T.; Enfield, N. J.; Brown, P.; Englert, C.; Hayashi, M.; Heinemann, T.; Hoymann, G.; Rossano, F.; de Ruiter, J. P.; Yoon, K.-E.; Levinson, S. C. (2009). Universals and cultural variation in turn-taking in conversation. Proceedings of the National Academy of Sciences, 106 (26), 10587-10592. [[https://doi.org/10.1073/pnas.0903616106]]
+{{anchor:studio52:STU1}}Studio52. (2019, April 9). 5 Reasons why your IVR should be multilingual. Retrieved from [[https://studio52.tv/5-reasons-why-your-ivr-should-be-multilingual]]
 {{anchor:suhm2008:SUH1}}Suhm, B. (2008). IVR usability engineering using guidelines and analyses of end-to-end calls. In D. Gardner-Bonneau & H. E. Blanchard (Eds.), Human factors and voice interactive systems, 2nd edition (pp. 1-41). New York, NY: Springer. [[https://www.amazon.com/Factors-Interactive-Systems-Communication-Technology/dp/038725482X]]
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 {{anchor:vacca:VAC1}}Vacca, J. R. (2007). Biometric technologies and verification systems. Burlington, MA: Elsevier. [[https://www.amazon.com/Biometric-Technologies-Verification-Systems-Vacca/dp/0750679670]]
-{{anchor:ahlén:VIR1}}Virzi, R. A., & Huitema, J. S. (1997). Telephone-based menus: Evidence that broader is better than deeper. In Proceedings of the Human Factors and Ergonomics Society 41st Annual Meeting (pp. 315-319). Santa Monica, CA: Human Factors and Ergonomics Society. h[[ttp://search.proquest.com/docview/235451367]]
+{{anchor:virzi:VIR1}}Virzi, R. A., & Huitema, J. S. (1997). Telephone-based menus: Evidence that broader is better than deeper. In Proceedings of the Human Factors and Ergonomics Society 41st Annual Meeting (pp. 315-319). Santa Monica, CA: Human Factors and Ergonomics Society. h[[ttp://search.proquest.com/docview/235451367]]
 {{anchor:voice:VOI1}}Voice Messaging User Interface Forum. (1990). Specification document. Cedar Knolls, NJ: Probe Research.

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