NDLI: Information technology and transaction processing jobs: a cognitive approach

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Information technology and transaction processing jobs: a cognitive approach

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Information technology and transaction processing jobs: a cognitive approach

Content Provider	ACM Digital Library
Author	Lees, C. Bodi, A.
Abstract	This project investigates the job of a particular group of computer users, here termed “transaction processors”, using a cognitive psychological perspective.The project involves a blend of two approaches. One approach to analyzing computer use is represented in the human-computer interaction research literature, well exemplified by the ACM SIGCHI Bulletin. Typically, this research is driven by a specific phenomenon (e.g. the choice of command names, screen layout, menu structures) and investigates this aspect of an interface, often in a laboratory setting, using quantitative measures of user performance and drawing on the techniques of cognitive (information processing) psychology. A second approach involves the analysis of characteristics of computer-mediated jobs and the development of profiles of different user groups (e.g. [1,2]). This research implicitly discusses some cognitive features (e.g. the repetitiveness of information processing required of the user), but in a qualitative way. The present project attempts to combine these approaches by examining explicitly the cognitive factors involved in the jobs of a particular class of computer users.The project examines an increasingly important class of computer users who perform transactions using the system as a tool, and actively input instructions and retrieve information to achieve the desired result. Obvious examples include bank tellers, travel agents, money markets and users of various computer-based ordering systems.These users have been chosen for two reasons. Firstly, more and more jobs involving transactions are being computerized, and it is therefore likely that there will be increasing pressure to design efficient and effective systems for transaction processors. Secondly, the tools provided by cognitive psychology seem particularly applicable here. These users' jobs are relatively tangible and have moderate structure, compared with the less structured jobs of managers. At the same time, they are less stereotyped than jobs of other groups (notably, data entry clerks).The research will initially focus on two examples of transaction processors: bank tellers and travel agents. It will attempt to identify any common cognitive factors involved in these jobs. For example, are these processing rate limitations such that users become less able to cope if they attempt to work too fast? If so, can such limitations be overcome using other design features? Are there typical cognitive strategies or “shortcuts” developed by users to navigate through their system?Answers to such questions will be very important in attempting to build a comprehensive research framework encompassing the user's job as a whole, in addition to the detailed moment-to-moment user-computer interaction, usually emphasized in the human-computer interaction literature.
Starting Page	701
Ending Page	702
Page Count	2
File Format	PDF
ISBN	0897912608
DOI	10.1145/322609.323165
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	1988-02-01
Publisher Place	New York
Access Restriction	Subscribed
Content Type	Text
Resource Type	Article

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