Consider a telephone operator whose job is to handle calls from magazine subscri
ID: 3757377 • Letter: C
Question
Consider a telephone operator whose job is to handle calls from magazine
subscribers needing to change their address. The operator must interact with
the customer and enter the new address somehow so that it can be updated
in the backend database. There are many ways to build an interface to
support such an operator. For each of the 5 main interaction styles, give one
comment on why it would or would not be suitable for this task.
5 interaction styles are :
1. direct manipulation 2. menu selection 3. form fill in 4. natural language 5. command language
Explanation / Answer
1. Direct manipulation:
The Direct manipulation is best suited for this task ,since it involves menu-based interaction so that the telephone operator can collect customers address and update it simultaneously without any hassle.
2. Menu selection:
Menu selection is recommendable since the telephone operator can use this selection and make control entries such a way that customers can easily find if their address is updated after interacting with the operator.
3. Form fill in:
Recommendable since it makes data entry and customer service easier but it does take much time.
4. Natural Language:
Best suited since natural language integrated artificial intelligence will enable the telephone operator to collect address from the customer and update the backend database at the same time, thereby saving time .
5. Command language:
Not recommendable for this task since the telephone operator must remember the system label.