HUMAN ERROR IN THE CONTEXT OF INFORMATION SYSTEMS: IS IT POSSIBLE TO ESTABLISH A MODEL THAT WILL IDENTIFY HUMAN CHARACTERISTICS, WHICH DETERMINE THE OCCURRENCE OF PHENOTYPES OF ERRONEOUS ACTIONS?

摘要

The first section of this paper will summarise an ongoing action research program that initially began with the identification, quantification and classification of information problems within a variety of organisations. The initial findings have been published at several venues including previous ISSS conferences. This longitudinal study identified human error as a major contributing factor in the creation of information problems. Somewhat surprisingly many methods of investigation / analysis pay little attention to modelling the most resourceful, flexible, multitasking, multi-media element of the systems under investigation: the Human being (Bakehouse 1996). Unfortunately human beings are prone to making errors. Identifying, classifying and modelling these errors may give information systems practitioners another tool/technique that will aid them in the development of better systems. The author has developed a model focusing on phenotypes of erroneous action; this model has been successful in classifying types of human error. An important feature underlying the findings is the predictability of the overall number of errors encountered in the workplace. A major problem is the prediction of the occurrence of each error and who makes the error? The final section of the paper will report on the latest phase in the research program, the development of a laboratory-based program that attempts to correlate people's ability to identify phenotypes of erroneous action with other human characteristics. The major technique adapted and developed for this phase is psychometric testing. Identification, classification and an understanding of Human error is essential in the design of information systems whether computer based or manual if the elimination of error is to be achieved. As Mach (1905) so aptly stated " Knowledge and error flow from the same mental sources, only success can tell the one from the other."