Problems in evaluating the real-world usability of digital voice communication systems

Digital voice communication systems are being used in a wide variety of applications. Human observers are used to measure the performance of computer voice systems. We also need to determine how losses in speech quality and intelligibility affect the performance of the communicator. This paper considers several situational variables that can affect the usability and acceptance of digital voice communication systems: task constraints, user experience, and communication environment. User experience and communication environment influence the acceptability of degraded voice systems; greater experience and field environments lead to higher acceptability ratings. However, performance measures, such as task completion time, are still adversely affected by lower voice quality.