(Library of Congress, 2008)
SAN ANTONIO AEROPLANE MAIL CARRIER BETWEEN 1910-1915
If we believe that human life is precious and presumably we all do- then difficult though it may be, we should resist the impulse to rush to judgement. We should also examine the context in which the tragedy incurred, and ask a few more questions” (Vicente, 2003, p. 213)
This is a great way to introduce the relationship of the Human Tech soft side and relate it to the Usability Factor of identifying and “understanding the end user(s) unmet and unarticulated needs.” (Norman, 2005, p.74) I believe the process Vicente describes in this chapter of how the systems of people fail and how they can improve by using Charles Billings Aviation Safety Reporting System (ASRS) the same strategy can be applied to gaining user feedback and thus making a better product. Vicente describes this 7 step process to improvement of the Human Tech factor on pages 198 &199:
“The system begins in the real world were potential hazards… are felt…by front line workers, and the users of the product. 2ND: The front line worker or user writes a report of the near miss, or the problem. 3rd The report, the problem is “analyzed by experts” “they are essential ” as experts can categorize and understand the information, . 4Th The report is de-identified by removing all personal information, this protecting the user from a civil suit or prosecution. This step would provide users with an option of want to keep their identity safe or sharing their information and signing a release form. 5Th The database created by the experts is available to researchers in government, universities and industries, the same could be done with a product especially if the product is universal like the i-pod; it would very helpful to put user feedback from Japan in the same place that user feedback from Canada is stored so, researchers can look for patterns and trends, see difficulties, detect problems and implement safeguards before major problems occur. They can identify and”understand the end user(s) unmet and unarticulated needs and design the product to better suit those needs. 6th The information is published andshared with the community, again very applicable to a new product, while getting the word out that this company cares, wants feedback, is listening to the people, and is designing a new-improved product! 7Th People see that something is being done, the problem is being heard and corrected-progress is being made. “People can feel good about the fact they are doing their part to improve aviation safety.” Or the end product.
(mvonraefeld, 2008) (Klop’s, 2008) (hokieian, 2008)
The one-eyed disciples of the mechanistic view…
Other Industries that could benefit from incidence reporting?
Army and the friendly fire problem…; teachers reporting and mandated to learn vs owning our learning…; police force and acountability i.e use of tasers and people dieing from them…, to avoid blame and shame persecute approach…, tieing it to elected canidates-no system of accountability.
Vincristine Cycle of Death- failure to share/report information and inability too learn from mistakes, as it is counterintuitive.
Organizational Level-Systems of:
Incentives/Disincentives; Staffing levels; Management structures, Information flows across teams, Organizational cultures that there is a need for transparency & relationships.
