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 Studios Scott Sayre, Sandbox Studios Robin Dowden, Walker Art CenterRobin Dowden, Walker Art CenterNate Schroeder, Walker Art CenterNate Schroeder, Walker Art Center

MCN Boston, 2005


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, 2005Beaver with cell phone

MCN Boston, 2005


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

MCN Boston, 2005


A little more history…A little more history…

• Gallery-based KiosksGallery-based Kiosks

• Newton-based Newton-based (Visible Interactive) 1995(Visible Interactive) 1995

• Original iPodOriginal iPod

MCN Boston, 2005


Some common issues:Some common issues:

• Technical supportTechnical support• User support/trainingUser support/training• Financial transactionsFinancial transactions• SecuritySecurity• Distribution pointsDistribution points• Space limitationsSpace limitations


MCN Boston, 2005


Telephony alternatives:Telephony alternatives:

• PBX-based voice mail systemsPBX-based voice mail systems– Gallery experiments in 1997Gallery experiments in 1997

• VOIP PhonesVOIP Phones


MCN Boston, 2005


Initial public implementation:Initial public implementation:

• Prairie School Gem, 2000Prairie School Gem, 2000• Audio tour of local architectureAudio tour of local architecture

MCN Boston, 2005


Cell PhonesCell PhonesA 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 and Basic level international standards for UI and networknetwork

• Personal “static” phone/ID numberPersonal “static” phone/ID number

MCN Boston, 2005


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

MCN Boston, 2005


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 applications Interoperable – 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

MCN Boston, 2005


IVR Systems – HostedIVR Systems – Hosted

MCN Boston, 2005


IVR Systems - LocalIVR Systems - Local

MCN Boston, 2005


IVR SystemIVR SystemCall flowCall flow

MCN Boston, 2005


Cell Phones and IVR SystemsCell Phones and IVR Systems

MCN Boston, 2005


Pros and Cons Pros 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 existing Can 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 in Potential for personal phone use in gallerygallery

MCN Boston, 2005


Pros and Cons Pros 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

MCN Boston, 2005


Cell Phone-based Technology has a Bright Cell Phone-based Technology has a Bright Future in Museum ApplicationsFuture in Museum Applications

• More than 182 million people in the United More than 182 million people in the United States subscribe to cellular services States subscribe to cellular services

• 1.7 billion people worldwide currently own 1.7 billion people worldwide currently own a cell phone. a cell phone.

• More than 690 million phones were shipped More than 690 million phones were shipped in 2004in 2004

• In the first quarter of 2005, vendors In the first quarter of 2005, vendors shipped 8.4 million "converged mobile shipped 8.4 million "converged mobile devices"devices"

IDC Report 2005IDC Report 2005

MCN Boston, 2005


Scott SayreScott SayreSandbox Studios/Museum411Sandbox Studios/Museum411

[email protected] [email protected]