Enabling wider access to mobile information services

Enabling wider access to mobile information services

Mikko Tarkiainen1, Zaheer Osman2 and Andrew May2
1 VTT Industrial Systems, P.O.Box 1302, FIN-33101 Tampere,
Finland
mikko.tarkiainen@vtt.fi
http://www.vtt.fi/indexe.htm
2 Transport Technology Ergonomics Centre (TTEC), Ergonomics & Safety Research
Institute (ESRI), Holywell Building, Holywell Way , Loughborough,

Mobile information services are still struggling to
enter the mass-market. This paper outlines results of a study into the
requirements for (location-based) information services and discusses
implications for enhanced mobile service design. The research results
show that aspects such as human-human interaction, personalisation of
services and easy access to information are key factors in the design
and delivery of successful mobile information services. Perspectives on
technology adoption and customer-supplier relationships, and recent
research on mobile services, help explain why certain users may prefer
to use their existing mobile phones to access these services, rather than
start using new technology. This paper outlines the user and
commercial advantages of using a call centre approach to service
interaction, and shows how a multimodal (voice/data) information
delivery approach could be utilised.

Download the full paper here:

Wider Access to Mobile Services