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sidebar [2018/06/13 00:40] 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. |
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| \\ • [[Logging Strategy]] | \\ • [[Logging Strategy]] | ||
| \\ • [[Persona and Brand]] | \\ • [[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>+}} | ||