Interoperable Audio Information Systems: Cell phones and VXML

MCN Boston, 2005 © Sandbox Studios/Museum411Scott Sayre
Interoperable Audio Information Systems:
Cell phones and VXML
Scott Sayre, Sandbox StudiosScott Sayre, Sandbox Studios
Robin Dowden, Walker Art CenterRobin Dowden, Walker Art Center
Nate Schroeder, Walker Art CenterNate Schroeder, Walker Art Center

Looking Towards the Future Delivery SystemsLooking Towards the Future Delivery Systems
oror
“They’re gonna have the whole world in their hand”“They’re gonna have the whole world in their hand”
Tom Otterness, 2005
Beaver with cell phone

A little history:A little history:
Supporting audio information systems…Supporting audio information systems…
• Wired handsetsWired handsets
• ““Wireless” RFWireless” RF
• Cassette TapeCassette Tape
• CDROM-basedCDROM-based
• EPROM WandsEPROM Wands
• IR paddlesIR paddles
• MP3 playersMP3 players

A little more history…A little more history…
• Gallery-based KiosksGallery-based Kiosks
• Newton-basedNewton-based
(Visible Interactive) 1995(Visible Interactive) 1995
• Original iPodOriginal iPod

Some common issues:Some common issues:
• Technical supportTechnical support
• User support/trainingUser support/training
• Financial transactionsFinancial transactions
• SecuritySecurity
• Distribution pointsDistribution points
• Space limitationsSpace limitations
Tom Otterness, 2005

Telephony alternatives:Telephony alternatives:
• PBX-based voice mail systemsPBX-based voice mail systems
– Gallery experiments in 1997Gallery experiments in 1997
• VOIP PhonesVOIP Phones
Tom Otterness, 2005

Initial public implementation:Initial public implementation:
• Prairie School Gem, 2000Prairie School Gem, 2000
• Audio tour of local architectureAudio tour of local architecture

Cell PhonesCell Phones
A growing ubiquitous wireless access pointA growing ubiquitous wireless access point
• Over 182 million cellular subscribers in the USOver 182 million cellular subscribers in the US
• Expanding hub of handheld convergenceExpanding hub of handheld convergence
• Basic level international standards for UI andBasic level international standards for UI and
networknetwork
• Personal “static” phone/ID numberPersonal “static” phone/ID number

What’s on the back-end?What’s on the back-end?
• Audio text systemsAudio text systems
• PBX/Voice mail systemsPBX/Voice mail systems
• IVR – “Interactive Voice Response” systemIVR – “Interactive Voice Response” system

IVR Systems - CapabilitiesIVR Systems - Capabilities
• Stand-alone PC-system – another web serverStand-alone PC-system – another web server
• Fully programmableFully programmable
• ExpandableExpandable
• NetworkableNetworkable
• Interoperable – telephony and networked applicationsInteroperable – telephony and networked applications
• Text to speechText to speech
• Voice RecognitionVoice Recognition
• Voice recording/annotationVoice recording/annotation
• Open standard softwareOpen standard software
• Statistical user/usage tracking – CallerIDStatistical user/usage tracking – CallerID
• Financial transactionsFinancial transactions
• Purchased or hostedPurchased or hosted
• SMS – Text MessagingSMS – Text Messaging

IVR Systems – HostedIVR Systems – Hosted

IVR Systems - LocalIVR Systems - Local

IVR SystemIVR System
Call flowCall flow

Cell Phones and IVR SystemsCell Phones and IVR Systems

Pros and ConsPros and Cons
From the Museum’s ProspectiveFrom the Museum’s Prospective
ProsPros::
• No devices to distributeNo devices to distribute
• No devices to support/replaceNo devices to support/replace
• No sales staffNo sales staff
• No security issuesNo security issues
• Instantly updatableInstantly updatable
• Available internally & externallyAvailable internally & externally
• Open standardsOpen standards
• Excellent usage statisticsExcellent usage statistics
• Can be purchased outrightCan be purchased outright
• Can integrate with existingCan integrate with existing
systems/resourcessystems/resources
• Can tie into live staffCan tie into live staff
• Can generate revenueCan generate revenue
ConsCons::
• Network coverageNetwork coverage
• Limited dynamic rangeLimited dynamic range
• Limited multimedia capabilitiesLimited multimedia capabilities
• Potential for personal phone use inPotential for personal phone use in
gallerygallery

Pros and ConsPros and Cons
From the Visitor’s ProspectiveFrom the Visitor’s Prospective
ProsPros::
• Already carrying deviceAlready carrying device
• Familiar user InterfaceFamiliar user Interface
• On demand choiceOn demand choice
• Available 24/7, anywhereAvailable 24/7, anywhere
• PersonalizationPersonalization
• BreadcrumbingBreadcrumbing
• Up-to-dateUp-to-date
ConsCons::
• Phone availabilityPhone availability
• Cost per minuteCost per minute
• Limited dynamic rangeLimited dynamic range

Cell Phone-based Technology has a BrightCell Phone-based Technology has a Bright
Future in Museum ApplicationsFuture in Museum Applications
• More than 182 million people in the United StatesMore than 182 million people in the United States
subscribe to cellular servicessubscribe to cellular services
• 1.7 billion people worldwide currently own a cell1.7 billion people worldwide currently own a cell
phone.phone.
• More than 690 million phones were shipped inMore than 690 million phones were shipped in
20042004
• In the first quarter of 2005, vendors shipped 8.4In the first quarter of 2005, vendors shipped 8.4
million "converged mobile devices"million "converged mobile devices"
IDC Report 2005IDC Report 2005

Scott SayreScott Sayre
Sandbox Studios/Museum411Sandbox Studios/Museum411
scott@sandboxstudios.orgscott@sandboxstudios.org

Interoperable Audio Information Systems: Cell phones and VXML

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Interoperable Audio Information Systems: Cell phones and VXML