Mental models of high reliability systems

Reliable performance in complex systems is determined in part by the ade quacy with which mental models of the system capture accurately the dimen sions of system coupling and system complexity. Failure to register coupling and complexity leads the observer to intervene into an imagined technology that does not exist and to convert opportunities for error into actual errors. To decrease the frequency with which this conversion occurs, people can make their models more complex or the systems they monitor less complex. Neither type of change is as daunting as it may appear, and this is illustrated by an analysis of the mental model and system design associated with the invasion of Grenada.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/68652/2/10.1177_108602668900300203.pd