This link has been bookmarked by 1 people . It was first bookmarked on 17 Dec 2009, by Olivier Biot.
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17 Dec 09
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had become overreliant on the automated features
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In many ways, operators are being asked to be omniscient systems administrators who are able to jump into the middle of a situation that a complex automated system can’t or wasn’t designed to handle, quickly diagnose the problem, and then find a satisfactory and safe solution. And if they don’t, the operators, not the system’s designers, often get the blame.
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Adding another system to help detect the error and recover from it isn’t a straightforward solution either.
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”In other words, the initial control loop is done by one system, and then you have a computer that is backing up that system, and another is backing up that one,” according to Parasuraman. ”Finally, you have to display some information to the operator, but the operator is now so far from the system and the complexity is so great that their developing a [mental] model of how to deal with something going wrong becomes very, very difficult.”
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assumption
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rather nasty feedback loop
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opportunity to deskill the people
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