Kiosk Software Strategies: Touch-to-Dial

"In Your Face"
Tips and Hints for Successful Kiosk Implementation

by Dave Heyliger

"Touch-to-Dial" Strategies

Introduction

This month's topic will examine the pros, cons, and strategies of including a Touch-to-Dial interface on your kiosk implementation. The phrase "Touch-to-Dial interface" in this article shall refer to all the components necessary to allow each kiosk visitor the opportunity to touch / click an object and place a pre-defined voice call.

The basic scenario - for those of you unfamiliar with this concept - is as follows: a Touch-to-Dial object is touched / clicked. The kiosk software then executes a dial sequence - usually via a modem - to a pre-defined target. Once the modem makes the connection, it keeps the connection open for a few additional seconds, and then terminates the connection. The connection remains open however, since the kiosk visitor has the telephone handset - which is also connected to the modem - off-hook. Once the visitor is through with their conversation, they replace the handset and thus terminate the connection.

The Pros of Touch-to-Dial

A Touch-to-Dial interface can provide additional positive experiences and/or features to a kiosk implementation rather easily, including but not limited to:

quick access to additional information

"personal touch"

effective advertising

real-time ordering / impulse buying

real-time "reservation system"

real-time help

credit card acceptance (voice)

other ( ? )

One of my favorite examples where a Touch-to-Dial system is quite effective is in the real-time reservation arena. I have had a few clients state they were planning on developing a complex web site (designed specifically for their kiosk implementation) that would allow users to reserve a room at a hotel / motel, or place reservations at a restaurant. Their intentions are all well and good, but a phone would work just as well - or even better - and for much, much less, wouldn't it?

My other favorite is real-time help. Certain client-types state they want video conferencing "help" on their kiosk implementation (this is a banking industry favorite). Adding video conferencing isn't trivial, and it's prone to technical glitches. Alternatively, a nice-sounding helpful voice on the other end of a telephone handset works just as well - or even better - and for much, much less, doesn't it?

The Cons of Touch-to-Dial

A Touch-to-Dial interface can also generate some negative experiences and/or features as well, including but not limited to:

vandalism target

prank calling

bogus call-count statistics

inappropriate calling times

additional phone line expense

possible long distance charges

possible violation of the "in-and-out" rule

possible poor / broken appearance (if vandalized)

other ( ? )

Remember: nothing says "I'm ugly - get away" more effectively than a kiosk with a broken, stripped, or ripped telephone handset. And depending upon your kiosk location, this will more than likely happen every so often. Also don't forget that if you're providing access to third parties, be sure the third party is in agreement with your implementation.

The Components of a Successful Touch-to-Dial Implementation

To make your Touch-to-Dial interface a success requires you to follow a few general guidelines. A successful Touch-to-Dial interface:

provides step-by-step instructions

restricts / directs calling based on time of day

tracks call counts and possibly call duration

works 24 hours a day, 7 days a week

Since a successful kiosk interface never assumes anything about the user, your Touch-to-Dial interface should lead the user through the dialing process via voice and/or text instructions. For example, when a user touches / clicks your "Touch-to-Dial" object, describe to the user what to do next: do they need to pick up the handset? If so, tell them! Sure, you may know that's what you're supposed to do, but does Grandma? Probably not.

When executing the dial sequence, try to design it such that the dial tones don't blare in the user's ear. It hurts.

Have the phone react according to the time of day. This means you should consider providing alternative dialing sequences - or disabling the calling feature for the particular target - if it's "after hours". Consider using voice mail for your after-hours target. If you disable it, be sure to display a message that it's "after hours" and to try again later, and optionally display the target phone address so they may write it down if desired.

If your Touch-to-Dial implementation revolves around a "more information" mechanism, consider using voice mail or an answering machine to gather the user's telephone number, fax number, or address. This makes it easy to quickly toss out the prank calls and focus on the "real" ones.

Conclusion

Use the above tips and hints when considering Touch-to-Dial. Hopefully they will help you properly address this type of interface component, and will assist in pointing you in the right direction towards a successful kiosk implementation. And as always, test your Touch-to-Dial interface over a series of age groups and evaluate their experiences to continually enhance your interactive kiosk application.

About the Author

Dave Heyliger (heyliger@rockmedia.com) is founder and president of Rocky Mountain Multimedia, Inc. (http://www.rockmedia.com), and has been creating kiosk software and interface solutions for hundreds of clients since 1993. Feel free to check out this and any previous article contained within this series by visiting the online section at http://www.rockmedia.com/kioskmagazine.html.