Impact of human operators on communication network dependability

A theoretical framework for negotiating the path of emergency management multi-agency coordination

“…Norros (2014) demonstrates the elaborated modelling approach in the context of human operators' work in the on-line management of telecommunication networks and illustrates the three additional core-task demands applied in this context. In this model adapted from Norros et al (2012), a new issue of dialogical communication was added and is associated with the link between collaboration and uncertainty (as illustrated by the bold solid line in Fig. 2).…”

“…Buber suggested that dialogical communication is based on reciprocity, mutuality, involvement, and openness (Buber, 1970). The concept of dialogical communication is indeed suited to the study reported by Norros et al (2012) in which twenty people who operate the networks of a Finnish communications company were interviewed. As all the participants in the study were employed by the same company it would be sensible to believe that they may have some history of interaction with each other and had similar overall objectives.…”

Cognition, technology, and work: special issue on cognitive ergonomics for designing collaborative activities

“…The contributions of this special issue cover a broad array of collaborative settings ranging from critical information infrastructures such as communication networks (Norros et al 2012) to scientific work (Vyas 2012) to everyday use of technology Turner and Turner (2012). ''[T]he workplace has ceased to be the exclusive focus of design'', comment Crabtree et al on the dramatic expansion of the design scope that can currently be observed in our society.…”

“…In this issue, Norros et al (2012) discuss different ways to study the human operators' work in communication networks. While some approaches focus on the individuals' problem solving and decision-making in specific tasks or on human error, other approaches try to understand daily cognitive work demands.…”

“…Yet other approaches take a more system-oriented and holistic view on the dependability of network infrastructures. Building upon work by (van Eeten et al 2006) and others (Norros et al 2012) aim to understand which resources and sense-making skills network operators have developed to act in their dynamic, complex and uncertain environments. Research activities, like any other human activities, are guided by underlying conceptions of the objects of interest.…”