Instructions

Thank you for agreeing to participate in this study!

In this study, you will use nine different “Communicator” automated travel-planning systems to make simulated flight reservations. All aspects of the reservations will be simulated, not real. Some of the systems offer you the option to “book the flights” that you have reserved. You can safely decide to book the flights if you wish — even if you choose to book the flights, no actual reservations will be made and no actual travel will occur. Similarly, if you ask a system to send you email with the itinerary you have chosen, you will not actually receive email. If a system asks whether to put the charges on your credit card, you can safely say, “Yes.” Note that we do not have any credit card numbers from you, so there’s no way that you could actually be charged. To repeat, all aspects of the reservations will be simulated, not real. We are studying the way that you choose to interact with the systems.

You have been assigned a four-digit Personal Identification Number (PIN). Every time a system asks you for your PIN, that is always the PIN you should provide. You will not have any other PIN.

Your PIN is:

You will need to make your calls in this study during a.m. through p.m.

Wednesday through Friday

You need to read the enclosed Informed Consent form. If you have any questions about anything in that form, feel free to contact us at any of the email addresses or phone numbers on the Informed Consent form. You can also contact Audrey Le by calling 1-800-437-4385 and choosing extension 6091 or Greg Sanders by calling that same number (1-800-437-4385) and choosing extension 4451. You need to sign the Informed Consent form and return it to us in the enclosed postage-paid envelope immediately.

Your interaction with each system will go as follows.

First:

Log into the instructions web page from

http://www.nist.gov/speech/comm2000.html

and enter your PIN as requested. Click the Submit button on that page. A travel-task scenario will appear on your screen. Note that each travel-task scenario has a number at the top (for example, Task 1, Task 2, and so forth). On your first call, you will be doing the first task, Task 1. You can repeat this later if you wish to see the travel-task scenario again (a note should appear below the travel-task scenario telling you that it is a repetition).

You may wish to print out the travel-task scenario if you do not have simultaneous web access and voice-phone access. (To print from your browser, you may be able to click a Print button in your browser, or you may need to choose the File menu from the menu-bar at the top of your browser window and then choose Print on the drop-down menu that appears).

Second:

Some of the travel-task scenarios will have a link underneath, asking you (in big bold type) to click that link to get instructions for the specific system you are about to use, or asking you to click the link to register for the system you are about to use. Please be sure you click these links when requested — then read the instructions or fill out the registration form, before clicking the back button on your browser to go back to the travel-task scenario. You must fill out the registration web page for the travel-task scenario that asks you to register; please be watching for it.

Third:

Once you have gotten the travel-task scenario (and followed any link to register or read additional instructions), you will make a phone call to talk with the system. To do this, call 1-800-982-7061 and follow the prompts. Attempt to perform the travel-task using the system that you get connected to. Use a normal telephone (hardwired or cordless but not speaker phone or cellular) to make your call.

If the chosen Communicator system is down for some reason (it does not answer, all its phone numbers are busy, etc.), the voice prompts may ask you to wait a few minutes and try again. If this happens, please wait a few minutes and try again. If this sort of failure occurs three times with a particular system, then that system will be considered to have failed (“three strikes and it is out”) and you will be able to move on to the next system.

Fourth:

After the call is over (and you have performed the travel-planning task if possible), or the system has failed three times and the prompts tell you to move on, please log into the

User Survey web page, from

http://www.nist.gov/speech/comm2000.html

and fill out the user survey form for the system you have just used (or tried to use). Please do not proceed to the next system and next phone call until you have filled out the user survey form and submitted it by clicking the “Here are my responses” button. Successfully completing the survey is the last thing you do for each of the nine systems. So, now you will have completed the entire session (everything you need to do for that one of the nine systems).

What is next?

After you submit the survey, you should see a web page thanking you for filling out the survey and giving you a link that you can click to continue immediately with the next travel-task scenario. At this point you have two choices:

· You can click that link, which will take you to the instructions web page

(that you began with), and you can get the travel-task scenario for your next call.

· Or you can take a break (shut down your computer if you wish).

When you are ready to move on to the next system and travel-planning task, you will do exactly the same things that have just been described, starting with logging into the instructions web page.

Some important points to note:

You should end up with a new travel-task scenario for each of the nine systems (thus, Task 1 on the first system that you call, then Task 2 with the second system that you call, then Task 3, and so forth through Task 9). The spoken messages that you hear at the beginning of each call should tell you something along the lines of, “This is your second call. For this call, you should do travel-task scenario 2.” It will be very helpful if you then make sure that you are looking at the correct travel-task scenario (in this example, task 2). We, at NIST, can straighten out any problems of this sort.

Note that some of the nine systems may succeed superbly and some may fail badly — that’s part of what we’re trying to find out by doing this study, and you need not call us to report that sort of failures. But we’ll be delighted to help if you run into any problems with the overall mechanics of the study. In particular, we can fix the following kinds of problems:

· if you ever end up with the wrong travel-task scenario (as mentioned), or

· the task-instructions web page is not responding, or is working wrong, or

· the user survey web pages aren’t working correctly, or

· you call the 800 number to talk to the next system and it doesn’t answer.

If you run into these problems, or any unexpected problems at all, please call us at NIST by calling 1-800-437-4385 and choosing extension 6091. We should answer promptly, and we’ll be delighted to talk with you. We appreciate your participation in this study and want to make it as pleasant and successful as possible.

One of the nine systems will ask you to register for that system before you call it up to talk.

When you click the link beneath the travel-task scenario for that system, you will end up on that system’s registration web page, which starts by asking you to click a link that reads

Yes, NIST has already assigned me a 4-digit PIN

Clicking that link then takes you to a web page that will ask you for your PIN. Give your usual four-digit PIN (the same PIN written near the top of these instructions, that you use for all other purposes in this study). The registration page will also ask you for your name, address, and so forth, and you should respond with fake information — please do not give that page your real identity (we cannot guarantee your anonymity if you give your real identity on that registration page). You can make up anything you’d like as your fake identity, or the following fake information will suffice.

First Name: Lily or Herman

Last Name: Munster

Affiliat ion: Munsters TV Show

Email: 1313@Mockingbird.Lane

On that registration web page, however, please do provide your gender and any actual airline/seat/meal/etc. preferences that you would choose to give to an actual travel agent.

Thanks,

Greg and Audrey

Notice required by CFR 1320.8(b)(3)

The “collection of information” referred to in this notice is the Communicator User Survey form, which you will fill out on the world-wide-web for each Communicator system that you will use. CFR 1320.8(b)(3) requires that we provide the following notice to you.

Notwithstanding any other provision of the law, no person is required to respond to, nor shall any person be subject to a penalty for failure to comply with, a collection of information subject to the requirements of the Paperwork Reduction Act, unless that collection of information displays a currently valid OMB Control Number. The OMB Control Number for this collection of information is 0693-0035, and that number is valid through May 31, 2003.

You will find that number and expiration date displayed at the bottom of the Communicator User Survey web page.

The reason for collecting this information is to obtain your opinions about various aspects of the Communicator Systems that you will use in this study. The information obtained will assist in determining the strengths and weaknesses of those systems. Responses to the collection of information are required for you to be paid for your participation in this study. After the data collection is complete, NIST promises to destroy all records that link your actual identity to your responses on the survey, thus making it impossible for anyone to identify you from your responses — as is also stated in the Informed Consent form which is included in this packet of forms.

The public reporting burden for this collection is estimated to average 2 to 6 minutes per survey, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden to

Gregory Sanders

NIST

100 Bureau Drive, Stop 8940

Gaithersburg, MD 20899-8940

(301) 975-4451