"To err is human" is an oft-heard adage used not only in defence of human performance that fails to meet some standard but also as a call to design more error-tolerant interfaces. In this talk I want to describe some of the research at York Computer Science whose aim is to provide both models and methods for the analysis and design of human-error tolerant work systems. In the first part of the talk I will describe some of the work we have done to develop a human error assessment technique (called THEA) for use by British Aerospace. I will argue the need for an approach that supplements behavioural models of error with cognitive models. "Error and expertise flow from the same source", is another adage attributable I think to Davids Woods of Ohio State University. In the second part of the talk I will describe some field studies of we have conducted that will help bring into focus questions concerning "procedure violation" in safety critical settings. Deliberate departure from a standard operating procedure is a common cause of accidents. The field studies illuminate some possible reasons why such violations occur and lead us to consider the broader social-technical context of error. I will argue that it is precisely because error and expertise flow from the same source that certain types of procedure violation occur. I will aim to end on a contentious note by arguing that we need to reconsider the role and meaning of operating procedures in the work of human operators.
For more information about this talk please contact pcw@cs.york.ac.uk