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Image: Next IT Corp. photo

ASK THE SARGE: Young, tech-savvy males targeted by the Army are comfortable with virtual reality.

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Sergeant has all the answers

Tips for using Sgt. Star
To make sure you get the best possible results:

• Ask one question at a time.
• For best results, simple is better.
• Spelling counts.
• Sgt. Star works best when he knows exactly what you want.
• Sgt. Star is in training. If he doesn’t get your question right, try rewording it.

BILL: What are my chances of being deployed to Iraq if I enlist?
SGT STAR: In times of war, deployment is likely. The possibility of deployment depends on your MOS and unit of assignment. All Soldiers must be strong, trained and ready upon assignment to a unit and prior to any deployment, including training exercises, humanitarian missions or combat operations. In general, deployments last a year or less.

BILL: What is MOS?
SGT STAR: MOS stands for Military Occupational Specialty. This is the job that you will perform while in the Army.

BILL: How much does the Army pay?
SGT STAR: The United States Army pays on a government scale, according to your rank and time in service. In addition to this basic pay, special duties or skills may qualify you for specialty pay. The Army also provides allowances for housing, meals and uniforms, to offset the cost of living. Soldiers are paid on monthly/semi-weekly schedule reported to you on your Leave and Earnings Statement on the 1st and 15th of the month.

BILL: How do I become a commissioned officer?
SGT STAR: There are four ways to become an Officer in the Army: ROTC, Officer Candidate School, United States Military Academy at West Point and Direct Commission officer. Each commissioning source has different qualifications. See which one might be best for you on this page.

BILL: Do you do drug testing?
SGT STAR: Illegal drugs and paraphernalia are not tolerated in the Army. Soldiers are subject to mandatory drug tests and those who test positive are subject to the Uniformed Code of Military Justice and can be discharged from the Army. Drug use can affect morale and the mission, and is a liability to the Soldier and his team.

BILL: How much vacation time do I get?
SGT STAR: Time off is an important component of Soldier life and well being. Soldiers on Active Duty receive 30 days vacation earned annually, weekends free, national holidays, and sick days as needed. They are free to travel as they wish. However, similar to many jobs, time off is dependent on the mission.

BILL: How old can I be and enlist?
SGT STAR: You must be between the ages of 17 and 41 for both active duty and the Army Reserve prior to enlisting.

— William Jackson

Let User Expectations be a Guide

When launching a Web application, you have to make sure that the expectations of developers and end users match, said Maj. Bret Van Poppel, who was in charge of usability testing for Sgt. Star, the Army’s virtual Web guide.

User testing was a key part of the development process, Van Poppel said. “We throttled back our launch based on the results.”

The problem was not so much performance or functionality, but in anticipating what users were looking for.

“I don’t think we hit the mark out of the gate in meeting people’s expectations,” he said.

Sgt. Star is not a full-fledged avatar, but a face and identity associated with an automated chat application that answers questions of visitors to www.goarmy.com and helps them navigate the recruiting site. The challenge with focus groups was to make him credible without leading users to expect more than he could deliver.

Early in his development, Sgt. Star was originally called a “virtual recruiter,” but he evolved to become a “guide.”

“Sgt. Star is not designed to replace a recruiter,” said IT project manager Paula C. Spilman.

He also is not a subject matter expert. He does not know everything, he only points visitors in the right direction to get the information they want, Poppel said.

Although he will reduce the number of workers needed for live chat, he is not expected replace humans completely.

“He is not, nor will he ever be, a tool that can answer every question by himself,” Poppel said.

— William Jackson