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The first comprehensive guide to designing highly usable, fully integrated computer-based information systems. Traditional human-computer interaction (HCI) and system design models have proven too narrow to adequately assess user needs and to design usable and efficient computer-based information support systems. Taking modeling concepts from engineering, psychology, cognitive science, information science, and computer science, cognitive systems engineering (CSE) provides a much broader, more dynamic framework. This book is the first comprehensive guide to the emerging new field of cognitive systems engineering. 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 design and design evaluation guidelines that make up the bulk of this book. The authors also provide a chapter-length case history in which they chronicle the success of their approach when applied to a full-scale software design project.

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CONTENTS
Preface = xi
Acknowledgments = xvii
1. Introduction = 1
 Background = 1
 Information technology and Advanced Manufacturing = 2
  The Pace and Depth of Change : An Example = 4
 Basic Modeling Problems = 6
  Functional Abstraction Versus Structural Decomposition = 6
 The Structural Cause-and-Effect Perspective = 8
  Relational and Causal Representations = 9
  Causal Analysis and Design = 11
  Implications of the Causal Modeling Perspective on Terminology = 12
 The Functional, Relational Perspective = 13
  Control Strategies in Work = 14
  Open-Loop Control = 14
  Closed-Loop Control = 16
  Control bo Trial and Error = 17
  Adaptive and Self-Organizing Control = 18
  Control Strategies in Work = 18
 Modeling and Design of Adaptive Work Systems = 20
  Analysis of Adaptive Systems = 20
  Design of Adaptive Systems = 22
  Design for a Fast Change of Pace = 23
  Conclusion = 23
 Overview of a New Model Framework = 24
  Cognitive Systems Analysis = 26
  The Perspectives of Representation = 28
 Use of the Framework for System Design = 30
2. Work Domain Analysis = 35
 Introduction = 35
 Delimitation of the work System = 35
 Levels of Abstraction : The Means-Ends Relations = 36
  General Work Activities and Funcions = 38
  Physical Processes = 39
  Abstract Functions and Priorities = 39
  Goals and Constraints = 40
  Physical Configuration and Anatomy = 41
 The Structure of the Means-Ends Network = 42
  An Example : Life of a City = 43
  Levels of Decomposition : Part-Whole Relations = 44
 Coupling to the Environment = 46
 Coupling to the Actors : Categories of Work Systems = 46
  The Means-Ends Network as Behavior Shaping Constraints = 48
  Source of Regularity of Behavior of the Work Domain = 49
  Causal Representations Revisited = 54
 Hints for Field Analysis = 55
  Interview Techniques = 55
3. Activity Analysis = 57
 Introduction = 57
 Activity in Work Domain Terms = 58
  Prototypical Work Situations = 59
  Communication Among Work Situations = 62
 Activity in Decision Making Terms = 64
  Structure of a Decision Sequence = 64
  Formal Decision Making = 67
  Heuristic Decision Making = 68
 Activity Analysis in Terms of Information Processing Strategies = 70
  Mental Strategies : A Definition = 70
  Mental Strategies : Some Examples = 71
  Implications for System Design = 78
 Methodological Hints for Activity Analysis = 78
  Identification of "Prototypical Task Situations" = 78
  Activity Analysis in Work Domain Terms = 80
  Activity in Decision Making Terms = 83
  Mental Strategies : Analysis of Behavioral Traces = 83
4. Analysis of Work Organization and System Users = 93
 Introduction = 93
  Organizational Modeling = 93
 Functional Work Organization = 95
  Architecture of Cooperative Work = 96
  Division of Work : What Is Divided = 97
  Task Design = 101
  Job Design = 101
 Social Organization : Management Style = 101
  Architecture of Social Interaction = 102
  Concluding Remarks = 104
 Cognitive Resources and Preferences of the Actors and User = 105
  Demographic Characteristics of the Actors and User = 105
  Modes of Cognitive Control of Activities = 107
  Cognitive Control and Natural Decision Making = 112
  Direct Perception and Cue-Action Hierarchies = 114
  Semanitc Interpretation and Mental Models = 116
  Categories of Mental Representations = 117
  Mental Models in Action = 119
 Hints for Analysis of Work Organization and User Characteristics = 120
  Analysis of Functional work Organization = 120
  Analysis of Social Organization = 121
5. User-Work Coupling = 123
 Introduction = 123
  The Cognitive Coupling = 125
 Ecological Information Systems = 126
  Direct Manipulation Interfaces = 127
  Ecological Interface Systems = 128
  Direct Perception and Types of Work Domains = 129
  Functional Requirements for Ecological Information Systems = 132
6. At the Periphery of Effective Coupling : Humman Error = 135
 Introduction : The Concept of Human Error = 135
  Performance at the Periphery = 136
  Causal Explanations and Human Errors = 137
  Perspectives on Human Errors = 138
  Adaptation and Error = 144
 Design of Safe and Reliable Adaptive Systems = 148
  Migration of Behavior = 148
  Control of Productive Work Processes = 150
  Work Planning and Management = 152
 Risk Management Strategies = 154
 Risk Management in Loosely Coupled Work Systems = 155
 Low Risk Operation of High Hazard Systems = 157
  Incentives and Commitment = 138
  Functional Requirements at the Periphery of Normal Operation = 159
7. The Design Process and Its Guidance = 161
 Introduction = 161
 The Design Process = 161
 Models of Design = 163
  "Design" During Work, Exploration of Resources, and Information Retrieval = 167
  Design Strategies = 169
 Design Guides = 171
  Limitations of Human Factors Guidelines = 172
  An Alternate : Maps of the Design Territory = 174
  A Historical perspective = 174
 Mapping the Design Territory = 175
  Map 1 : Work Domain Characteristics = 176
  Map 2 : Organization of the Knowledge Base = 177
  Map 3 : Road Map for Navigation = 179
  Map 4 : Knowledge Representations in Design = 182
  Map 5 : Display Composition = 188
  Visual Representations in Research = 199
  Summary on Design Maps = 201
8. Evaluation Of Design Concepts and Products = 203
 Needs for Evaluation = 203
 Evaluation Methods = 204
  Analytical Evaluation = 204
  Empirical Evaluation : First Considerations = 207
  Evaluation Measures = 209
  Validity of Empirical Evaluation = 209
  Hybrid Evaluation = 210
  Evaluation and Design : A Dynamic Process = 211
  Boundary Conditions of Evaluation Experiments = 212
 A Typology of Experiments = 214
 Definition of Experimental Boundary Conditions = 217
  Boundary 1 : Controlled Mental Processes = 218
  Boundary 2 : Controlled Cognitive Tasks = 219
  Boundary 3 : Controlled Task Situation = 222
  Boundary 4 : Complex Work Environments : Microworlds = 224
  Boundary 5 : Experiments in Actual Work Environment = 225
 Comparing Source and Research Domains = 226
  Instructions, Metaphors, and Cover Stories = 226
 Experiments From a Behavioral Science Perspective = 227
9. Design of a Library System = 231
 Introduction = 231
  Limitations of Present Library Information Retrieval Systems = 232
  Why Fiction Retrieval? = 235
 Field Studies in Libraries = 235
  Goals and Objectives in the Library = 236
  Tools in the Library Domain = 239
  Task Situation : Information Retrieval = 240
  Activity Analysis : Retrieval Task in Decision Making Terms = 242
  Information Processing Strategies During Retrieval = 247
  Role Allocation = 259
  Organizational Design Aspect = 261
  User Characteristics = 263
10. BookHouse Design : Data Base and User Dialogue = 265
 Introduction = 265
 BookHouse Data Base Structure = 266
  Classification and indexing Principles = 266
  The Fiction Classification Scheme = 268
  BookHouse Indexing Language = 270
  Library Goals and Subjective Values = 272
  Cultural Mediation = 273
 Navigation Dialogue in Search Strategies = 273
  Support of Shift of Search Strategy = 273
  Reduction of Mental Effort = 274
  Retrieval Functions in Search Strategies = 274
 BookHouse Search Dialogue = 276
  Select Data Base = 277
  Select Search Strategies and Specify Need = 277
  Conclusion = 281
11. BookHouse Design : Interface Displays = 283
 Introduction = 283
 User Charcteristics = 285
 Iconic Interface Design = 286
 Visual Design of the BookHouse Displays = 288
  Organization of the Knowledge Base = 288
  Functional Organization of Search = 293
  Presentation of Individual Books = 298
  Navigation Revisited = 301
 Choice of Software Concept = 303
  Design of User Control in Hypermedia = 304
 Help and Training = 306
  BookHouse Design : Help Texts = 307
12. BookHouse Evaluation = 309
 Evaluation Experiments = 309
  Experiments at Boundary 1 : Association Processes = 310
  Experiments at Boundary 2 : Effectiveness of Classification = 313
  Experiments at Boundary 3 : Performance in Retrieval = 314
  Experiments at Boundary 4 : Evaluation of BookHouse Functions = 317
  Experiments at Boundary 5 : Evaluation in Library = 318
  Field Evaluation of the BookMachine = 318
  Field Evaluation of the BookHouse = 320
  Boundary 1 Issues : Readability of Interface = 322
  Boundary 2 Issues : Understandability of Interface = 322
  Boundary 3 Issues : Usability of the System = 323
  Boundary 4 Issues : Acceptability of the System = 324
  Boundary 5 Issues : Impact on Work Context = 324
13. Catalog of Annotated Displays = 327
 Introduction = 327
 WTU-Sample Catalogue = 327
 A White Spot on the Map? = 330
 Conclusion = 347
References = 349
Index = 365