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Management Science
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LogoMedia: a sound-enhanced programming environment for monitoring program behavior
CHI '93 Proceedings of the INTERACT '93 and CHI '93 Conference on Human Factors in Computing Systems
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International Journal of Man-Machine Studies
Capitalizing on Knowledge: From E-Commerce to K-Commerce
Capitalizing on Knowledge: From E-Commerce to K-Commerce
Business in the Information Age: Heading for New Processes
Business in the Information Age: Heading for New Processes
The Essential Guide to Knowledge Management: : E-Business and Crm Applications
The Essential Guide to Knowledge Management: : E-Business and Crm Applications
Working Knowledge: How Organizations Manage What They Know
Working Knowledge: How Organizations Manage What They Know
Using e-CRM for a unified view of the customer
Communications of the ACM - Digital rights management
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HCI '98 Proceedings of HCI on People and Computers XIII
Multimedia E-Mail Data Browsing: The Synergistic Use of Various Forms of Auditory Stimuli
ITCC '03 Proceedings of the International Conference on Information Technology: Computers and Communications
ITCC '02 Proceedings of the International Conference on Information Technology: Coding and Computing
Using Sound to Communicate Program Execution
EUROMICRO '98 Proceedings of the 24th Conference on EUROMICRO - Volume 2
Knowledge Management
Customer Knowledge Management Competence: Towards a Theoretical Framework
HICSS '05 Proceedings of the Proceedings of the 38th Annual Hawaii International Conference on System Sciences - Volume 08
The rising pitch metaphor: an empirical study
International Journal of Human-Computer Studies
Exploring the use of structured musical stimuli to communicate simple diagrams: the role of context
International Journal of Human-Computer Studies
After direct manipulation---direct sonification
ACM Transactions on Applied Perception (TAP)
Designing help topics for use with text-to-speech
SIGDOC '06 Proceedings of the 24th annual ACM international conference on Design of communication
Proceedings of the 8th international conference on Multimodal interfaces
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AIAP'07 Proceedings of the 25th conference on Proceedings of the 25th IASTED International Multi-Conference: artificial intelligence and applications
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The purpose of this paper was to examine the implications of employing multimodal interaction metaphors in Electronic Customer Knowledge Management Systems (E-CKMS). There are several challenges to E-CKMS, such as trust and knowledge retention, structured transfer of knowledge and information overload. As empirical investigations that examine the impact of multimodal interaction on customer satisfaction are generally lacking, this paper describes an experimental study conducted to evaluate this role and measure user satisfaction. This evaluation was carried out empirically by implementing an E-CKMS experimental platform with two interfaces (text with graphics and avatar-enhanced). Two independent groups of users (n=20 for each group) evaluated the two interface conditions in terms of five user satisfaction factors. Results suggested that user satisfaction was significantly improved by incorporating audio-visual metaphors.