1. Technologies for User Interaction/Support Asynchronous Synchronous Anytime/Anyplace

2. Asynchronous Interactions Good when not time critical Email – One-to-one, One-to-many – Ubiquitous; multiple UIs Discussion forums – Many-to-many – Jive Static information – FAQs, documents, etc. – Queriable knowledge bases

3. Synchronous Interactions Chat – AIM et al – “web-based” – Interoperability issues (hosted services?) Audio – Hardware is now ubiquitous – Software: AIM, IP telephony, H.323 – Interoperability issues (hosted services?)

4. Synchronous Interactions Video conferencing – Hardware is not yet ubiquitous – Standards: H.323, MPEG, etc. – Interoperability issues (hosted services?) – Quality issues Use to establish context, then turn off? – 9/11 motivation Application sharing – Standards: T.120

5. Anytime/Anyplace Interactions What is driving/allowing new interaction types? Users – More and more online resources (avail 24/7) – Students/faculty work (and need support) at all hours of the day – Distance/Distributed learning Distance = Time! – Technologies supporting user mobility Wireless LAN (802.11b) Palm devices WAP phones (and G2.5, G2.75, G2.82, G2.91, …G3?)

6. Anytime/Anyplace Interactions Support personnel – No longer tied to time and place – Technologies supporting this mobility DSL and cable modems for home connectivity –“you have reached the end of the Internet!” Wireless (802.11, cell/PCS, etc.) Palm devices WAP phones Telephone call center capabilities Help desk software (e.g., Remedy)

7. Information Representation and Delivery Must be able to deliver same/similar information to broad range of devices – Full browser, palm, phone, etc. Must store/maintain each piece of information in one place XML to the rescue! – plus XSL, XSLT, et al