Channel Versus System Innovation in Person/Person Telecommunications

Abstract

The most basic human factor in the design of a person/person telecommunications device is the question of whether the device is likely to fulfil human communication needs in a cost-effective fashion. To answer this question, it is necessary to identify the various alternative types of devices which could be developed. To consider these as lying along a one-dimensional scale with a simple telegraph or telephone at one end and a fully accurate electronic presence at the other is too simple. For this classification treats telecommunications devices solely as channels of communication. It can be argued that the system characteristics of a telecommunications device are equally, if not more, important in determining its usefulness. Eight system characteristics are identified and discussed: they include penetration, cost, access, search, attitude, ancillary, storage, and coordination characteristics. It is argued that improvement in each of these would produce real benefits in terms of increased communication effectiveness. If proposals for channel innovation (such as the introduction of videotelephone) are to be justified, it is necessary to demonstrate that they would yield correspondingly valuable benefits.