Errors in computerized office work: differences between novice and expert users

ABSTRACT

This paper deals with errors by novices and experts when interacting with the computer in normal office work. Three criteria are discussed to determine the level of expertise: a) total length of time that the user has worked computers, b) number of programs known, and c) length of daily work-time with the computer. In contrast to widespread assumptions, experts did not make less errors than novices (except knowledge errors). On the other hand, experts spent less time handling the errors than novices. A cluster analysis produced groups of Occasional-, Frequent-, Beginning- and General Users in the work force.

REFERENCES

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES

Additional Classification:
  H. Information Systems
  H.4 INFORMATION SYSTEMS APPLICATIONS

  I. Computing Methodologies
  I.2 ARTIFICIAL INTELLIGENCE
      I.2.1 Applications and Expert Systems
          Subjects: Office automation

General Terms:
Human Factors, Management, Measurement, Performance, Reliability