**[[Start|HomePage]]**

==== Chapter 1 - 5 Ws and an H ====
• [[How We Got Here (and When)]]
\\ • [[Who We Are]]
\\ • [[Why This Is Important]]
\\ • [[What You Really Need to Know]]
\\ • [[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 ====

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