Dimitrios Rigas

An empirical approach to multimodal customer knowledge management

This paper describes a comparative evaluation study carried out to assess the effect of incorporating avatars with facial expressions into interfaces of Electronic Customer Knowledge Management Systems (E-CKMS) on not only usability of E-CKMS, but also the users trust and knowledge. Although the implementation of E-CKMS encounters several challenges, such as the lack of trust and information overload, few empirical studies were devoted to examine the role of metaphors of audio-visual nature. As a result, an empirical investigation was carried out by implementing avatars-enhanced multimodal E-CKMS (ACKMS) and comparing it with the text with graphics E-CKMS (VCKMS) and anther multimodal E-CKMS (MCKMS) that incorporated speech, earcons and auditory icons. The three experimental systems were evaluated by three independent groups of twenty users each (n=60) who performed eight common tasks of increasing complexity and design based on three different styles. The results therein revealed that the ACKMS outperform both MCKMS and VCKMS with regard to effectiveness, efficiency and the users trust and knowledge.

Fostering the User Interface Acceptance in Customer Relationship Management: A Multimedia-aided Approach

There has been an increasing demand for organizations to foster real-time interaction with customers, through the development of multimedia and Knowledge-enabled Customer Relationship Management (KCRM) systems. KCRM implementations encounter several challenges, such as information overload and lack of trust. Few empirical studies were devoted to assess the role of multimedia to tackle these issues. Therefore, this paper describes an empirical investigation into the implication of incorporating multimedia elements into KCRM interfaces. To achieve this, an experimental KCRM platform was implemented with three different modes of interaction: Visual-only KCRM (V-CRM) with text and graphics, Multimodal KCRM (M-CRM) with speech, earcons and auditory icons and Avatar-enhanced multimodal KCRM (A-CRM). The three platforms were evaluated by a group of forty-eight participants (n=48) of age group varies from 18 to 55 year old, by performing six common tasks and filling a questionnaire devised to measure the aspects of user acceptance. The results therein revealed that A-CRM was more acceptable than both M-CRM and V-CRM, whereas M-CRM was less acceptable than V-CRM.

The Role of Earcons and Auditory Icons in the Usability of Avatar-Based E-Learning Interfaces

This paper describes an experimental study conducted to investigate non-speech sounds such as earcons and auditory icons when used alongside speaking avatars in e-learning interfaces. The usability aspects (effectiveness, memorability and user satisfaction) of the experimental e-learning interface were evaluated by a group of 24 users. The obtained results showed that earcons and auditory icons could be effective in communicating supportive information related to the learning material when presented by a full-body animated virtual lecturer in the interface of e-learning applications. Experimental results also revealed that these sounds were memorable by the users and satisfactory to them.

An investigation on the role of multimodal metaphors in e‐feedback interfaces

Purpose n– The purpose of this paper is to investigate the usability (effectiveness, efficiency and user satisfaction) of e‐feedback interfaces. The experiment compares a traditional visual approach with a multimodal approach in order to determine the impact of multimodal metaphors upon the users understanding, reasoning and engagement with the e‐feedback. n nDesign/methodology/approach n– The empirical investigation involved visual (text with graphical illustrations) and multimodal (audio‐visual with expressive avatars and recorded speech) experimental e‐feedback platforms. Both experimental platforms provided the same e‐feedback but used different interaction metaphors to convey the information. The evaluation approach measured effectiveness, efficiency and user satisfaction. n nFindings n– The results showed that the multimodal approach increased usability in terms of effectiveness, efficiency and engagement of users with the e‐feedback. There is a very clear prima facie case that combining different communication metaphors to convey information involved in the e‐feedback simultaneously does not increase the information overload on users. This however was observed to be the case when the visual channel was used. n nOriginality/value n– This paper introduces a unique approach that uses specific combinations of multimodal metaphors to communicate information about e‐feedback simultaneously. This approach increased the usability of e‐feedback and users engagement in interfaces for e‐learning applications.