Citation

Jenkins DP, Salmon PM, Stanton NA, Walker GH, Rafferty L. Ergonomics 2011; 54(2): 103-119.

Affiliation

Sociotechnic Solutions Ltd, St Albans, UK.

Copyright

(Copyright © 2011, Informa - Taylor and Francis Group)

DOI

10.1080/00140139.2010.539706

PMID

21294009

Abstract

Understanding why an individual acted in a certain way is of fundamental importance to the human factors community, especially when the choice of action results in an undesirable outcome. This challenge is typically tackled by applying retrospective interview techniques to generate models of what happened, recording deviations from a 'correct procedure'. While such approaches may have great utility in tightly constrained procedural environments, they are less applicable in complex sociotechnical systems that require individuals to modify procedures in real time to respond to a changing environment. For complex sociotechnical systems, a formative approach is required that maps the information available to the individual and considers its impact on performance and action. A context-specific, activity-independent, constraint-based model forms the basis of this approach. To illustrate, an example of the Stockwell shooting is used, where an innocent man, mistaken for a suicide bomber, was shot dead. Transferable findings are then presented. Statement of Relevance:This paper presents a new approach that can be applied proactively to consider how sociotechnical system design, and the information available to an individual, can affect their performance. The approach is proposed to be complementary to the existing tools in the mental models phase of the cognitive work analysis framework.

Language: en