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Human Factors and Behavioral Science: Designing and Evaluating Standard Instructions for Public Telephones

01 July 1983

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Many people have reported that placing a call from a public (pay) telephone is a problem. Individuals and consumer groups have complained to their telephone companies and even their public utility commissions. A major reason for this problem is the difficulty of finding and using information on public telephone instruction cards. In this paper we describe a series of studies conducted to develop standard instructions for public telephones that are easier to use. 1.1 The public telephone operating environment If all public telephones worked the same way, the task of designing * Bell Laboratories. + American Bell. °Copyright 1983, American Telephone & Telegraph Company. Copying in printed form for private use is permitted without payment of royalty provided that each reproduction is done without alteration and that the Journal reference and copyright notice are included on the first page. The title and abstract, but no other portions, of this paper may be copied or distributed royalty free by computer-based and other informationservice systems without further permission. Permission to reproduce or republish any other portion of this paper must be obtained from the Editor.