Powerful information technologies and the complex support systems
they engender are evolving faster than people's ability to adjust
to them. In the workplace, this leads to troublesome task
performance, added stress on users, increased organizational
inefficiency, and, in some cases, a heightened risk of wide-scale
disaster. In the marketplace, it makes for consumer
dissatisfaction. Clearly, traditional human-computer interaction
(HCI) and system design (SD) solutions to this dilemma have proven
woefully inadequate. What is needed is a fresh multidisciplinary
approach offering a broader, more dynamic framework for assessing
needs and designing usable, efficient systems. Taking modeling
concepts from engineering, psychology, cognitive science,
information science, and computer science, cognitive systems
engineering (CSE) provides such a framework. This book is the first
comprehensive guide to the emerging new field of CSE. Providing
equal parts theory and practice, it is based on the authors' many
years of experience with work systems in a wide range of work
domains, including process control, manufacturing, hospitals, and
libraries. Throughout, the emphasis is on powerful analytical
techniques that enhance the systems designer's ability to see the
"big picture", and to design for all crucial aspects of human-work
interaction. Applicable to highly structured technical systems such
as process plants, as well as less structured user-driven systems
like libraries, these analytical techniques form the basis for the
evaluation and design guidelines that make up the bulk of this
book. And since the proof is in the pudding, the authors provide a
chapter-length case history in which theydemonstrate the success of
their approach when applied to a full-scale software design
project. The project, a retrieval system for public libraries, is
described in detail, from field studies to concept validation
experiments, and, of course, the empirical evaluation of the system
while in use by the library users and personnel. Computer-based
information systems are rapidly becoming a fundamental part of the
human landscape. How that landscape evolves over the next decade or
so, whether it becomes a hostile one or one that generously
supports the needs of future generations, is in the hands of all
those involved with the study and design of information systems.
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