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sidebar [2018/06/13 00:31]
amy_goodwin_hotmail.com 		sidebar [2019/07/12 14:10] (current)
jameywhite Moved all content from former chapter 7 (Audio/Recordings) under chapter 2. All chapters that followed chapter 7 have been decremented.
Line 7: Line 7:
 \\ • [[What You Really Need to Know]] \\ • [[What You Really Need to Know]]
 \\ • [[Where Does This Apply]] \\ • [[Where Does This Apply]]
 +
 +==== Chapter 2 - Decisions and Application Planning Considerations ====
 +• [[Modality]]
 +\\ • [[Directed Dialog vs. SLM]]
 +\\ • [[Partial Automation vs. Full Automation]]
 +\\ • [[Global Barge-In Strategy]]
 +\\ • [[Logging Strategy]]
 +\\ • [[Persona and Brand]]
 +\\ • [[Voice Talent]]
 +\\ • [[Prosody]]
 +\\ • [[TTS]]
 +\\ • [[Audio Recording Considerations]]
 +
 +==== Chapter 3 - Prompt Writing Considerations ====
 +• [[Conversational Maxims]]
 +\\ • [[Lexical Considerations]]
 +\\ • [[Pragmatic and Sociolinguistic Considerations]]
 +\\ • [[Cognitive Load]]
 +\\ • [[Syntactic Considerations]]
 +\\ • [[Prosodic Considerations]]
 +\\ • [[Phonological Considerations]]
 +
 +==== Chapter 4 - Starting the Application or Call ====
 +• [[Getting the Caller Engaged]]
 +\\ • [[What Not to Include at the Beginning]]
 +\\ • [[Zero-Outs]]
 +\\ • [[Segmenting Callers]]
 +\\ • [[Language Selection]]
 +\\ • [[Identification]]
 +
 +==== Chapter 5 - Interaction Design =====
 +• [[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]]
 +
 +==== Chapter 6 - Ending the Call ====
 +• [[Offering to Save ANI]]
 +\\ • [[Hang-ups and Goodbyes]]
 +\\ • [[Transfers]]
 +\\ • [[In-queue Handling]]
 +
 +==== Chapter 7 - Grammars =====
 +• [[How to Pick Synonyms]]
 +\\ • [[Understanding Speech Patterns]]
 +\\ • [[Mimicry of Prompt]]
 +\\ • [[Using n-best Lists]]
 +\\ • [[Alphanumeric Input]]
 +\\ • [[Voice Spelling]]
 +\\ • [[Types of Input]]
 +\\ • [[Grammar Optimization Techniques]]
 +
 +==== Chapter 8 - Modality ====
 +
 +• [[chapter - 9 modality|More Modality]]
 +==== Chapter 9 - Accessibility =====
 +• [[Voice Talent Selection For Accessibility]]
 +\\ • [[TDD]]
 +\\ • [[User Base Considerations]]
 +
 +==== Chapter 10 - Localizing IVRs =====
 +• [[Localization]]
 +\\ [[• Translation]]
 +
 +==== Chapter 11 - Peripheral and Extra Stuff ====
 +• [[Who Holds the Power]]
 +\\ • [[Deliverables]]
 +\\ • [[Determining Content]]
 +\\ • [[User Requirements and Expectations]]
 +\\ • [[Goals]]
 +
 +==== Chapter 12 - Tools ====
 +• [[Process and Documentation]]
 +\\ • [[Archetypes]]
 +\\ • [[Call Flow Diagrams]]
 +\\ • [[User Interface Specification| User Interface Design Specification]]
 +
 +==== Chapter 13 - Validation ====
 +• [[When to Do Validation]]
 +\\ • [[Usability Testing]]
 +\\ • [[Key Effectiveness Criteria]]
 +\\ • [[Tuning]]
 +\\ • [[Surveys]]
 +\\ • [[Monitoring Production Data]]
 +\\ • [[Call Recordings]]
 +\\ • [[A-B Testing]]
 +\\ • [[Analytics]]
 +
 +==== Additional Resources ====
 +• [[References ]]
 +\\ • [[Glossary]]
 +\\ •  [[Style Guide]]
 +\\ • [[Tag Definitions and Actions]]
 +\\ • [[Links]]
 +
 +==== Tags ====
 +
 +{{count>​+}}