Impact of human operators on communication network dependability

Leena Norros, Ilkka Norros, Marja Liinasuo, Kari Seppänen

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

Abstract

Motivation - To shed light on the context and content of the human operators' work in maintaining the dependability of telecommunication networks. Research approach - A case study was accomplished in a large telecommunication company. The research focused on clarifying the impact of human operators on the dependability of telecommunication network. 20 professionals were interviewed related to their conceptions of the possible generic role of human error to network dependability, and to the human-centric requirements of network control. Findings/Design - Interviews confirmed the existence of the assumption among members of the Communication Network Operations (CNO) community that the human operator has an important impact on the network dependability. Specific sources of errors in daily work were identified and strategies of avoiding erroneous action were described. Moreover we defined generic control demands of the CNO work domain, and operators' ways of coping with these demands. Focusing on these demands would provide proactive practices to increase dependability. Research limitations/Implications - The study was restricted to one Finnish telecommunication company. This limits possible empirical generalisation of the findings. Originality/Value - There is a scarcity of scientific literature about the characteristics of the control work and its demands in this critical domain. Take away message - Regarding human dependability of communication network operations, a combination of resilient and proactive ways of acting is needed. Due to daily changes in the network and the continuous increase of its complexity, specifically change management on both organisational and work practice levels is required
Original languageEnglish
Title of host publicationProceedings of the 29th Annual European Conference on Cognitive Ergonomics
Place of PublicationRostock
PublisherAssociation for Computing Machinery ACM
Pages35-42
ISBN (Print)978-1-4503-1029-1
DOIs
Publication statusPublished - 2011
MoE publication typeNot Eligible
EventEuropean Conference on Cognitive Ergonomics - Rostock, Germany
Duration: 24 Aug 201126 Aug 2011
Conference number: 29

Conference

ConferenceEuropean Conference on Cognitive Ergonomics
Abbreviated titleECCE '11
CountryGermany
CityRostock
Period24/08/1126/08/11

Fingerprint

Telecommunication networks
Telecommunication
Industry

Keywords

  • Human dependability
  • communication network operation
  • work demands
  • human error

Cite this

Norros, L., Norros, I., Liinasuo, M., & Seppänen, K. (2011). Impact of human operators on communication network dependability. In Proceedings of the 29th Annual European Conference on Cognitive Ergonomics (pp. 35-42). Rostock: Association for Computing Machinery ACM. https://doi.org/10.1145/2074712.2074720
Norros, Leena ; Norros, Ilkka ; Liinasuo, Marja ; Seppänen, Kari. / Impact of human operators on communication network dependability. Proceedings of the 29th Annual European Conference on Cognitive Ergonomics. Rostock : Association for Computing Machinery ACM, 2011. pp. 35-42
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Norros, L, Norros, I, Liinasuo, M & Seppänen, K 2011, Impact of human operators on communication network dependability. in Proceedings of the 29th Annual European Conference on Cognitive Ergonomics. Association for Computing Machinery ACM, Rostock, pp. 35-42, European Conference on Cognitive Ergonomics, Rostock, Germany, 24/08/11. https://doi.org/10.1145/2074712.2074720

Impact of human operators on communication network dependability. / Norros, Leena; Norros, Ilkka; Liinasuo, Marja; Seppänen, Kari.

Proceedings of the 29th Annual European Conference on Cognitive Ergonomics. Rostock : Association for Computing Machinery ACM, 2011. p. 35-42.

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

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BT - Proceedings of the 29th Annual European Conference on Cognitive Ergonomics

PB - Association for Computing Machinery ACM

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Norros L, Norros I, Liinasuo M, Seppänen K. Impact of human operators on communication network dependability. In Proceedings of the 29th Annual European Conference on Cognitive Ergonomics. Rostock: Association for Computing Machinery ACM. 2011. p. 35-42 https://doi.org/10.1145/2074712.2074720