Telephone Talk: Effects of Vocabulary and Timing on Telephone Conversations Using Synthesized Speech

1
Telephone Talk Effects of Vocabulary and
Timingon Telephone Conversations Using
Synthesized Speech

• Elizabeth K. Hanson, Ph.D., CCC-SLP
• University of South Dakota
• Vermillion, SD
• Caroline Sundheimer, M.A., CFY-SLP
• Sunshine Speech-Language Therapy Services
• Phoenix, AZ
• ISAAC - Montréal, Québec, Canada - 2008

2
Acknowledgements

• Tina Lombardi
• Richardson Independent School District
• Dallas, TX

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
3
Hello? Hello! Is anybody there?

• Problems using SGD to talk on the phone
• Limited telephone bandwidth decreases
  intelligibility (Milchard Cullington (2004) )
• Synthesized voice intelligibility worse over the
  telephone than sound field (Drager, Hustad, and
  Gable, 2004)
• Timing issues
• Results
• Hang up
• Rudeness
• Unsuccessful call

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
4
Hello? Hello! Is anybody there?

• The telephone is perhaps my greatest source of
  frustration.

Colin Portnuff, 2007
Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
5
Attitudes Studies

• Japan study
• Content of initial message
• (e.g., caller cant speak and is using
  synthesized speech)
• Timing of message delivery
• (e.g., 3 sec. delay)
• Results
• Initial explanation at start improved attitudes
  toward caller
• Presence or absence of delay - no effect

Nakamura, Arima, Sakamoto, Toyota (1993)
Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
6
Attitudes Studies

• Japan/Wisconsin study
• Content of initial message
• (e.g., brief introduction and request for info)
• Results (comparing locations)
• More positive attitudes in Wisconsin
• Fewer hang-ups in Wisconsin
• Explanatory message decreased hang-ups in Japan

Nakamura, Vanderheiden, Smith (1993)
Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
7
Strategic Competence
Light (1989b, 1989)

• Using a floorholder message
• Person using SGD starts with an explanatory
  message to hold the conversational floor
• Cues communication partner to wait

Bedrosian, et al. (2003)
Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
8
Purpose

• Investigate impact of strategic message and delay
  times when using synthesized speech during
  telephone calls.

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
9
Methods
USD IRB100-07-002-Telephone Talk Effects of
Strategic Communication Messages Using
Synthesized Speech

• 100 telephone calls to businesses advertising in
  Yellow Pages
• Randomly selected
• Asked for business hours
• Calls made during the day, to avoid contacting
  minors
• Calls audiotaped for review reliability

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
10
Technology

• Telephone
• Uniden landline telephone - speaker mode
• LG cellular telephone - speaker mode
• MT4 SGD by DynaVox Systems, LLC
• Voice DECtalkBetty
• Speech rate 30
• Volume 70

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
11
Conditions

• Explanation, no delay
• Please wait, Im using a computer to talk. What
  are your hours?
• No explanation, no delay
• What are your hours?
• Explanation, delay
• 3-second delay Please wait, Im using a computer
  to talk
• No explanation, delay
• 3-second delay What are your hours?

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
12
Dependent Variable

• Successful call
• obtained business hours
• Unsuccessful call
• did not obtain business hours

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
13
Results
14
Results
15
Results
16
Discussion

• Absence of explanatory message and or delayed
  start hurts success rate
• Starting call immediately enhances chance of
  success
• Starting with explanatory message enhances chance
  of success

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
17
Clinical Implications

• Teach strategic use of floorholder
• Timing issue difficult to control
• Effect of hostility and hang-ups on motivation to
  use telephone

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
18
Limitations

• Different phones
• Different regions
• DECtalk still used but not current

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
19
Future

• Content of floorholder
• Informative
• Instructional
• Personalized
• Stakeholder involvement
• Modify SGD technology?

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
20
References

• Bedrosian, J.L., Hoag, L.A., McCoy, K.F.
  (2003). Relevance and speed of message delivery
  trade-offs in augmentative and alternative
  communication. Journal of Speech, Language, and
  Hearing Research, 46, 800-817.
• Drager, K.D.R., Hustad, K.C., Gable, K.L.
  (2004). Telephone communication Synthetic and
  dysarthric speech intelligibility and listener
  preferences. Augmentative and Alternative
  Communication, 20(2), 103-112.
• Light, J. (1988). Interaction involving
  individuals using augmentative and alternative
  communication systems State of the art and
  future directions. Augmentative and Alternative
  Communication, 54(2), 66-82.
• Light, J. (1989b). Toward a definition of
  communicative competence for individuals using
  augmentative and alternative communication
  systems. Augmentative and Alternative
  Communication, 5(2), 137-144.
• Milchard, A. J., Cullington, H. E. (2004). An
  investigation into the effect of limiting the
  frequency of bandwidth of speech on speech
  recognition in adult cochlear implant users.
  International Journal of Audiology, 43, 356-362.
• Nakamura, K., Arima, M., Sakamoto, A., Toyota,
  R. (1993). Telephoning with a voice output
  device Listener reactions. Augmentative and
  Alternative Communication, 9, 251-258.
• Nakamura, K., Vanderheiden, G.C., Smith, R.O.
  (1993). Attitudes and impressions toward
  receiving phone calls made with a voice output
  device in the United States and Japan. Technology
  and Disability, 2(2), 71-80.
• Portnuff, C. (2007). AAC A users perspective.
  Webcast. Retrieved July 3, 2007 from
  http//www.aac-rerc.com/pages/news/Portnuff_webcas
  t.htm

Poster 12 ISAAC 2008 Montréal
07 Aug 2008, 1010-1100 a.m.
21
Results
22
Results