Introducing the interactive computer at work: The users' views

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Abstract
This study had two aims: (i) to document the problem of interface usability in terms of the users' views and (ii) to characterize the context within which usability operates by identifying the general set of variables underlying the attitudes of both users and non-users to the introduction of an interactive computer system into their place of work. The particular system studied included an interactive planning package designed for professionals with no programming skills. An in-depth discussion technique was used to collect the views of 16 professional employees working for a large local authority. A total of 440 ‘statements’ were classified in a hierarchy (main headings: pre-planning introduction; effects of the system; use of the system; assessment of the system; general attitudes). Twenty-seven variables (e.g. decisionmaking involvement; skill change; specialist language) and nine contexts over which they operated (e.g. computer applications; departmental relations) were generated from the statements. The study indicated a general problem of usability at the level of the interface, individual relations and group relations. Cognitive and linguistic difficulties in using the system appeared to depend on the command language, the type of user and the class of application. Selective issues are discussed including non-use of the interactive system; the role of the link man; the spread of computer knowledge and skills; and the extent of user insight. Further discussion centres on differing levels of impact, uses of the data and an evaluation of the studyapos;s methodology.

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