Plans and situated actions: the problem of human-machine communication
Plans and situated actions: the problem of human-machine communication
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We have been studying the worklives of engineers concerned with the outside plant part of the telecommunications network, the part between customer locations and the closest exchange. Outside plant engineers, we suggest, engage in work activities, which are characterized by their situatedness. This makes observation of factors leading to action more accessible. Our analysis, based both on user views expressed in a survey and on a series of field observations, has helped to identify critical aspects of the engineer's task that can be supported by future computer-based support tools. We believe this approach may yield similar benefits in other domains.