A discussion about application personas (as opposed to user personas) touched IVRs earlier this year on my blog http://blog.genstart.dk/2008/11/25/what-would-reality-do/#comment-216751
I googled up some extracts from the mentioned book http://blog.genstart.dk/2008/12/12/bringing-web-apps-to-life-with-application-personas/ and found it on Google Books http://books.google.dk/books?id=PI_n2EcJfT0C&pg=PA98&lpg=PA98&source=web&ots=qQRv15P5f6&sig=oc883RhnwqikRlSQFI0JDtLL0qU&hl=en&sa=X&oi=book_result&resnum=1&ct=result#PPA96,M1 Hope this helps, Morten On Thu, Apr 30, 2009 at 12:50 PM, j.eric townsend <j...@flatline.net> wrote: > I'm doing a really quick, one-off project for a class involving > interactive voice response (IVR) systems. What I'm looking for is > detailes on one or two really bad IVR systems, or maybe a study pointing > out the N most egregious flaws of IVR systems. > > So far g5/Y! isn't getting me anything meaty, just obvious > customer-relations things like, "don't apologize for doing something you > shouldn't do. I'm wondering if maybe there's some IVR-speak that I > should be using in my searches, or if this tech goes by some other name > that I should be searching for. > > If you (collective) have any advice/pointers, I'd appreciate them. (And > if you reply off-list I will consolidate responses into a single post or > two.) > > thx, > --jet > > > -- > J. Eric "jet" Townsend, CMU Master of Tangible Interaction Design '09 > > design: www.allartburns.org; hacking: www.flatline.net; HF: KG6ZVQ > PGP: 0xD0D8C2E8 AC9B 0A23 C61A 1B4A 27C5 F799 A681 3C11 D0D8 C2E8 > > > ________________________________________________________________ > Reply to this thread at ixda.org > http://www.ixda.org/discuss?post=41631 > > ________________________________________________________________ > Welcome to the Interaction Design Association (IxDA)! > To post to this list ....... disc...@ixda.org > Unsubscribe ................ http://www.ixda.org/unsubscribe > List Guidelines ............ http://www.ixda.org/guidelines > List Help .................. http://www.ixda.org/help > -- Best, Morten Just +45 26 999 891 Sent from København, Hovedstaden, Danmark ________________________________________________________________ Welcome to the Interaction Design Association (IxDA)! To post to this list ....... disc...@ixda.org Unsubscribe ................ http://www.ixda.org/unsubscribe List Guidelines ............ http://www.ixda.org/guidelines List Help .................. http://www.ixda.org/help
