Abstract
| Original language | English |
|---|---|
| Title of host publication | Proceedings of the 29th Annual European Conference on Cognitive Ergonomics |
| Place of Publication | Rostock |
| Publisher | Association for Computing Machinery ACM |
| Pages | 35-42 |
| ISBN (Print) | 978-1-4503-1029-1 |
| DOIs | |
| Publication status | Published - 2011 |
| MoE publication type | Not Eligible |
| Event | European Conference on Cognitive Ergonomics - Rostock, Germany Duration: 24 Aug 2011 → 26 Aug 2011 Conference number: 29 |
Conference
| Conference | European Conference on Cognitive Ergonomics |
|---|---|
| Abbreviated title | ECCE '11 |
| Country | Germany |
| City | Rostock |
| Period | 24/08/11 → 26/08/11 |
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Keywords
- Human dependability
- communication network operation
- work demands
- human error
Cite this
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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 proceeding › Conference article in proceedings › Scientific › peer-review
TY - GEN
T1 - Impact of human operators on communication network dependability
AU - Norros, Leena
AU - Norros, Ilkka
AU - Liinasuo, Marja
AU - Seppänen, Kari
N1 - Project code: 70728 1.2
PY - 2011
Y1 - 2011
N2 - 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
AB - 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
KW - Human dependability
KW - communication network operation
KW - work demands
KW - human error
U2 - 10.1145/2074712.2074720
DO - 10.1145/2074712.2074720
M3 - Conference article in proceedings
SN - 978-1-4503-1029-1
SP - 35
EP - 42
BT - Proceedings of the 29th Annual European Conference on Cognitive Ergonomics
PB - Association for Computing Machinery ACM
CY - Rostock
ER -