Nancy M. Morris

REVIEW AND EVALUATION OF EMPIRICAL RESEARCH IN TROUBLESHOOTING

Following an analysis of task requirements for successful troubleshooting, this paper considers human abilities. limitations, and inclinations with respect to troubleshooting. Research on the effects of various approaches to the training of troubleshooting is reviewed. The extent to which troubleshooting performance is influenced by instruction is highly related to the level of explicitness of action-related information provided. An approach that forces people to use their system knowledge explicitly is a promising alternative to explicit instruction in algorithms or diagnostic heuristics, but such an approach is not supported by data from transfer studies. A combination of the two approaches may be the most effective means of teaching troubleshooting, and research evaluating the soundness of this idea should be conducted.

Conceptual design of a human error tolerant interface for complex engineering systems

Abstract Various surveys and compilations have led to the conclusion that “human error” is a primary cause of most major accidents in aviation, power production and process control. This conclusion has led to a variety of efforts to reduce or possibly eliminate human error. While such efforts to reduce human error are important, they can, if taken to an extreme, be very short-sighted. A strategy that is more likely to be successful is one that tolerates the occurrence of errors, but avoids their consequences. Error tolerance can be achieved in three complementary ways: (1) feedback about current consequences, (2) feedback about future consequences, and (3) intelligent error monitoring. These approaches are complementary and can be viewed as providing multiple levels of support relative to the consequences of human error. This paper elaborates on each of these approaches and then suggests how they might be integrated in terms of a human error-tolerant interface for complex engineering systems. A conceptual design for such an interface is presented. Also, the practical implications and limitations of implementing this design are considered.

PLANT: An experimental task for the study of human problem solving in process control

An experimental tool for the investigation of human problem-solving behavior is introduced. Production levels and network troubleshooting (PLANT) is a computer-based process-control task which may be used to provide opportunities for subjects to control a dynamic system and diagnose, repair, and compensate for system failures. The task is described in detail, and experiments which have been conducted using PLANT are briefly discussed.

Studies of dynamic task allocation in an aerial search environment

Results of two experiments in dynamic task allocation are discussed. Subjects performed two concurrent computer-based tasks: visual target identification and subcritical compensatory tracking. Target identification could be allocated dynamically to human or computer aid. Three aiding conditions were investigated: no aid, manual aid (with subjects making the allocation decision), and automatic aid (with allocation decisions based on models of human performance). The results indicated that: (1) overall performance was better with the aid available; (2) need for the aid depended on both current and previous task states; (3) unaided performance was benefited by having an aid available, but only if subjects were in charge of task allocation; and (4) although overall performance was better with he automatic aid, subjects preferred the manual aid. The implications of these and other results are discussed. >

An experimental approach to validating a theory of human error in complex systems

The problem of “human error” is pervasive in engineering systems in which the human is involved. In contrast to the common engineering approach of dealing with error probabilistically, the present research seeks to alleviate problems associated with error by gaining a greater understanding of causes and contributing factors from a human information processing perspective. The general approach involves identifying conditions which are hypothesized to contribute to errors, and experimentally creating the conditions in order to verify the hypotheses. The conceptual framework which serves as the basis for this research is discussed briefly, followed by a description of upcoming research. Finally, the potential relevance of this research to design, training, and aiding issues is discussed.

Conceptual Design of a Human Error Tolerant Interface for Complex Engineering Systems

Abstract Various surveys and compilations have led to the conclusion that “human error” is a primary cause of most major accidents in aviation, power production, and process control. This conclusion has led to a variety of efforts to reduce or possibly eliminate human error. While such efforts to reduce human error are important, they can, if taken to an extreme, be very short-sighted. A strategy that is more likely to be successful is one that tolerates the occurrence of errors, but avoids their consequences. Error tolerance can be achieved in three complementary ways: 1) feedback about current consequences, 2) feedback about future consequences, and 3) intelligent error monitoring. These approaches are complementary and can be viewed as providing “multiple lines of defense” relative to the consequences of human error. This paper elaborates on each of these approaches and then suggests how they might be integrated in terms of a human error tolerant interface for complex engineering systems. A conceptual design for such an interface is presented. Also, the practical implications and limitations of implementing this design are considered.

Experimental Evaluation of Adaptive Task Allocation in an Aerial Search Environment

Abstract A classic issue in the study of man-machine systems concerns the allocation of functions or tasks among humans and machines. The traditional static approach to task allocation, which rests on the premise that humans perform some types of task better than computers and vice versa, is unsatisfactory for a variety of reasons. It has been suggested that a dynamic, adaptive approach to task allocation, possible with the increasing sophistication of computer technology, shows potential for improving system performance Several issues which should be considered when designing such an adaptive aid are being investigated empirically within the context of an aerial search environment. This environment is described and available experimental results are presented. The results indicate that overall system performance may be improved by adaptively allocating tasks to human or computer, and suggest that the availability of an adaptive aid may offer potential benefits to unaided human performance as well

EXPERIMENTAL EVALUATION OF ADAPTIVE TASK ALLOCATION IN AN AERIAL SEARCH ENVIRONMENT

A classic issue in the study of man-machine systems concerns the allocation of functions or tasks among humans and machines. The traditional static approach to task allocation, which rests on the premise that humans perform some types of task better than computers and vice versa, is unsatisfactory for a variety of reasons. It has been suggested that a dynamic, adaptive approach to task allocation, possible with the increasing sophistication of computer technology, shows potential for improving system performance. Several issues which should be considered when designing such an adaptive aid are being investigated empirically within the context of an aerial search environment. This environment is described and available experimental results are presented. The results indicate that overall system performance may be improved by adaptively allocating tasks to human or computer, and suggest that the availability of an adaptive aid may offer potential benefits to unaided human performance as well.