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Federal Highway Administration Research and Technology
Coordinating, Developing, and Delivering Highway Transportation Innovations
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Publication Number: FHWA-RD-95-197
Date: December 1996 |
Development of Human Factors Guidelines for Advanced Traveler Information Systems and Commercial Vehicle Operations: Comparable Systems Analysis
Communication Between Drivers and the TravTek Help Desk
Drivers had the capability to communicate with the TravTek help desk via the cellular phone if they had any problems or questions about the system. This could be directly accessed via the "help" menu (figure 39). As shown, the overall help feature was positively rated, although the usefulness was rated somewhat lower. However, the help desk feature by itself (figure 40) had ratings that were uniformly very high. The lesson learned in this case is that for a complex ATIS system, a variety of help features in general and communications with a help desk in particular are valuable features.
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