HCI Work in Telecommunications
Edmond Israelski and Arnold Lund

1. Updated History of HCI Work with Telecommunications
   • Brief History of the Industry
   • General Evolution of the Interfaces and Applications Supported
   • Roles for HCI Professionals
   • Prototypical Organizational Structures and Labs
2. Issues by Application Area
   • Overview Model
   • Network Management
   • Field Work (incl. Safety
   • Service Centers and Operators (incl. Training)
     • Customer Service Interfaces to Customers
   • Product Ideation and Development ( HCI Considerations)
     • Communications Services
     • Customer Premises Equipment and Wireless
     • Information Services (incl. paper and on-line directories)
     • Speech Control
     • Broadband, Cable, and Convergence with the Internet
     • Residential, Small Business, Large Business (incl. PBXs, Private Networks), IXC, Other
     • Group communication systems (Teleconferencing, Multimedia Collaboration)
     • Ideation and Forward Looking Work
     • Research Issues and the Future of HCI in Telecommunications
3. Methodological Trends/Learnings
4. HCI Standards in Telecommunications
   • Overview Model (infrastructure for others)
   • ITU-T
   • ANSI and ISO
   • X3V1 (voice messaging)
   • T1M1 (network management)
5. Regulation
   • FCC Section 255 - Accessibility
   • ADA
   • OSHA
6. Resources
   • Books
   • Professional Organizations (e.g. the Int. HF in Telecom Org, and the CTG)
   • Web Sites (incl. on-line Standards such as the Ameritech standards, with note on changes to links)
   • Listservs (e.g., the wireless and broadband lists, the CTG list, etc.)