Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders

Helen Petrie; Jenny S. Darzentas; Christopher Douglas Power

doi:10.1007/978-3-319-08596-8_53

Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders

Helen Petrie, Jenny S. Darzentas, Christopher Douglas Power

Computer Science

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

Abstract

Self-service terminals (SSTs) are becoming an increasing important part of the service landscape for both the public and private sector. There is very little information regarding the current state of accessibility practice in this area. This paper presents the results of interviews with 22 stakeholders in the supply and deployment communities for SSTs regarding their knowledge of accessibility issues. The analysis of these interviews helps explain the current poor state of accessibility of SSTs. In addition, we analysed academic literature on self-service technology, particularly from the management and marketing disciplines, to understand their perspectives and see how these could inform the accessibility debate. Finally, building on these analyses, we make recommendations for the ways forward to improve SST accessibility and that of self-service in general and provide an initial information resource to help improve current practice.

Original language	English
Title of host publication	Computers Helping People with Special Needs
Subtitle of host publication	14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I
Pages	340-347
Number of pages	8
Volume	8547 LNCS
Edition	PART 1
ISBN (Electronic)	978-3-319-08596-8
DOIs	https://doi.org/10.1007/978-3-319-08596-8_53
Publication status	Published - 2014
Event	14th International Conference on Computers Helping People with Special Needs (ICCHP 2014) - Saint-Denis, France Duration: 7 Jul 2014 → 8 Jul 2014

Publication series

Name	Lecture Notes in Computer Science
Volume	8547
ISSN (Print)	0302-9743

Conference

Conference	14th International Conference on Computers Helping People with Special Needs (ICCHP 2014)
Country/Territory	France
City	Saint-Denis
Period	7/07/14 → 8/07/14

Access to Document

10.1007/978-3-319-08596-8_53

http://link.springer.com/chapter/10.1007/978-3-319-08596-8_53

Cite this

Petrie, H., Darzentas, J. S., & Power, C. D. (2014). Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders. In Computers Helping People with Special Needs: 14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I (PART 1 ed., Vol. 8547 LNCS, pp. 340-347). (Lecture Notes in Computer Science; Vol. 8547). https://doi.org/10.1007/978-3-319-08596-8_53

Petrie, Helen ; Darzentas, Jenny S. ; Power, Christopher Douglas. / Self-Service Terminals for Older and Disabled Users : Attitudes of Key Stakeholders. Computers Helping People with Special Needs: 14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I. Vol. 8547 LNCS PART 1. ed. 2014. pp. 340-347 (Lecture Notes in Computer Science).

@inproceedings{63d5d8188aa841b1bd95548c15d155bc,

title = "Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders",

abstract = "Self-service terminals (SSTs) are becoming an increasing important part of the service landscape for both the public and private sector. There is very little information regarding the current state of accessibility practice in this area. This paper presents the results of interviews with 22 stakeholders in the supply and deployment communities for SSTs regarding their knowledge of accessibility issues. The analysis of these interviews helps explain the current poor state of accessibility of SSTs. In addition, we analysed academic literature on self-service technology, particularly from the management and marketing disciplines, to understand their perspectives and see how these could inform the accessibility debate. Finally, building on these analyses, we make recommendations for the ways forward to improve SST accessibility and that of self-service in general and provide an initial information resource to help improve current practice.",

author = "Helen Petrie and Darzentas, {Jenny S.} and Power, {Christopher Douglas}",

year = "2014",

doi = "10.1007/978-3-319-08596-8_53",

language = "English",

isbn = "978-3-319-08595-1",

volume = "8547 LNCS",

series = "Lecture Notes in Computer Science",

pages = "340--347",

booktitle = "Computers Helping People with Special Needs",

edition = "PART 1",

note = "14th International Conference on Computers Helping People with Special Needs (ICCHP 2014) ; Conference date: 07-07-2014 Through 08-07-2014",

}

Petrie, H, Darzentas, JS & Power, CD 2014, Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders. in Computers Helping People with Special Needs: 14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I. PART 1 edn, vol. 8547 LNCS, Lecture Notes in Computer Science, vol. 8547, pp. 340-347, 14th International Conference on Computers Helping People with Special Needs (ICCHP 2014), Saint-Denis, France, 7/07/14. https://doi.org/10.1007/978-3-319-08596-8_53

Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders. / Petrie, Helen; Darzentas, Jenny S.; Power, Christopher Douglas.
Computers Helping People with Special Needs: 14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I. Vol. 8547 LNCS PART 1. ed. 2014. p. 340-347 (Lecture Notes in Computer Science; Vol. 8547).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

TY - GEN

T1 - Self-Service Terminals for Older and Disabled Users

T2 - 14th International Conference on Computers Helping People with Special Needs (ICCHP 2014)

AU - Petrie, Helen

AU - Darzentas, Jenny S.

AU - Power, Christopher Douglas

PY - 2014

Y1 - 2014

N2 - Self-service terminals (SSTs) are becoming an increasing important part of the service landscape for both the public and private sector. There is very little information regarding the current state of accessibility practice in this area. This paper presents the results of interviews with 22 stakeholders in the supply and deployment communities for SSTs regarding their knowledge of accessibility issues. The analysis of these interviews helps explain the current poor state of accessibility of SSTs. In addition, we analysed academic literature on self-service technology, particularly from the management and marketing disciplines, to understand their perspectives and see how these could inform the accessibility debate. Finally, building on these analyses, we make recommendations for the ways forward to improve SST accessibility and that of self-service in general and provide an initial information resource to help improve current practice.

AB - Self-service terminals (SSTs) are becoming an increasing important part of the service landscape for both the public and private sector. There is very little information regarding the current state of accessibility practice in this area. This paper presents the results of interviews with 22 stakeholders in the supply and deployment communities for SSTs regarding their knowledge of accessibility issues. The analysis of these interviews helps explain the current poor state of accessibility of SSTs. In addition, we analysed academic literature on self-service technology, particularly from the management and marketing disciplines, to understand their perspectives and see how these could inform the accessibility debate. Finally, building on these analyses, we make recommendations for the ways forward to improve SST accessibility and that of self-service in general and provide an initial information resource to help improve current practice.

U2 - 10.1007/978-3-319-08596-8_53

DO - 10.1007/978-3-319-08596-8_53

M3 - Conference contribution

SN - 978-3-319-08595-1

VL - 8547 LNCS

T3 - Lecture Notes in Computer Science

SP - 340

EP - 347

BT - Computers Helping People with Special Needs

Y2 - 7 July 2014 through 8 July 2014

ER -

Petrie H, Darzentas JS, Power CD. Self-Service Terminals for Older and Disabled Users: Attitudes of Key Stakeholders. In Computers Helping People with Special Needs: 14th International Conference, ICCHP 2014, Paris, France, July 9-11, 2014, Proceedings, Part I. PART 1 ed. Vol. 8547 LNCS. 2014. p. 340-347. (Lecture Notes in Computer Science). doi: 10.1007/978-3-319-08596-8_53