Information portrayal for decision support in dynamic intentional process environments

This paper reports on preliminary findings of a cognitive task analysis conducted at an ambulance despatch control center. The intense and dynamic nature of the decision making environment is first described, and the decision process modelled in an attempt to identify decision strategies used by the Communications Officers. Some information portrayal requirements stemming from one of the decision processes are then discussed, and these requirements are then translated into a proposed display solution.Unpublished[1] Klein, Gary A.; Calderwood, Roberta; and Macgregor, Donald, “Critical decision method for eliciting knowledge”, IEEE Transactions on Systems, Man and Cybernetics, 19(3), May/June 1989, p 462-472. [2] Vessey, Iris, and Galletta, Dennis, “Cognitive fit: An empirical study of information acquisition”, Information Systems Research, (2)1, March 1991, p63-84. [3] Brehmer, Brendt, “Strategies in Real-time Dynamic Decision Making” , in R.M. Hogarth (ed.) Insights in Decision Making, University of Chicago Press: Chicago, 1990, p 262 - 279. [4] Orasanu, Judith and Connolly, Terry, “The re-invention of decision making”, in Gary A. Klein, Judith Orasanu, Roberta Calderwood and Caroline E. Zsambok, Decision Making in Action: Models and Methods, Ablex Publishing Corp.: Norwood, NJ, 1993, p 3-20. [5] Otago Daily Times, 13 June 1995, p8. [6] Q.S.R. NUD•IST®, Qualitative Solutions and Research Pty. Ltd., Melbourne, Australia. [7] Tainsh, M.A., “Job process Charts and man-computer interaction within Naval Command Systems”, Ergonomics, 28(3), 1985, p 555-565. [8] Wickens, Christopher D., “Proximity Compatibility Principle: An Intuitive Review” unpublished paper, August 1992. [9] Shepherd A. “An approach to information requirements specification for process control tasks”, Ergonomics, 36(11), Nov 1993, p1425–1437. [10] Klein, Gary A. “Recognition-Primed Decisions”, in W.B Rouse (ed) Advances in Man-machine Systems Research, Vol. 5, 1989, p47-92