Design of Multi-mode Support Systems for Airline Operations
Feigh, Karen M.
Pritchett, Amy R.
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This paper discusses designing support systems for cognitive work environments, focusing specifically on 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 would not apply in many situations. For example, 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. In order to best support multiple modes of cognitive work, a multiple mode support system design is proposed. The Contextual Control Model is used as the basis for the multiple mode support system as its model of control provides a useful framework upon which different patterns of behavior observed due to varying context can be aggregated into four distinct modes.