Problem detection

Authors:
Gary Klein;Rebecca Pliske;Beth Crandall;D. Woods
Affiliations:
Klein Associates Inc., 1750 Commerce Center Boulevard North, 45324, Fairborn, OH, USA;Dominican University, 7900 West Division Street, 60305, River Forest, IL, USA;Klein Associates Inc., 1750 Commerce Center Boulevard North, 45324, Fairborn, OH, USA;Cognitive Systems Engineering Laboratory, Ohio State University, 210 Baker Systems, 1971 Neil Avenue, 43210, Columbus, OH, USA
Venue:
Cognition, Technology and Work
Year:
2005

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Abstract

Problem detection is the process by which people first become concerned that events may be taking an unexpected and undesirable direction that potentially requires action. Previous accounts [e.g., Cowan (Acad Manage Rev 11(4):763–776, 1986)] described problem detection as the accumulation of discrepancies until a threshold was reached. In reviewing incidents taken from a variety of natural settings, we found that discrepancy accumulation did not apply to the incidents we reviewed, because (a) cues to problems may be subtle and context-dependent, and (b) what counts as a discrepancy depends on the problem-solver’s experience and the stance taken in interpreting the situation. In many cases, detecting a problem is equivalent to reconceptualizing the situation.