Design of Support Systems for Cognitive Work in Airline Operations
Feigh, Karen M.
Pritchett, Amy R.
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This paper examines design of support systems for airline operations. Previous studies found that cognitive work which includes activities such as judgment and decision making varies with context such that a single method of supporting cognitive work can not apply in many situations. Specifically, time constraints have been found to be a major factor in the both the decision strategies adopted by individuals and in the contextual control mode individuals operate in. An approach is presented to incorporate the Contextual Control Model into the design of a cognitive work support system to address the issue of varied time constraints. Specific examples are given for support systems for airline decision makers operating in the Strategic, Tactical and Opportunistic Contextual Control Modes.