Using GOMS for Modeling Routine Tasks Within Complex Sociotechnical Systems: Connecting Macrocognitive Models to Microcognition

Abstract

Cognitive modeling has not yet played much of a role in the study of sociotechnical systems. Arguably, this is because most cognitive modeling systems were originally created to model microcognitive results, not the types of macrocognitive behaviors that drive sociotechnical systems (Klein et al., 2003). However, this does not mean that cognitive modeling systems cannot be adapted to deal with macrocognitive activities in ways that are relevant to cognitive engineering. Previous research using GOMS in sociotechnical systems indicated that GOMS is problematic to use when interruptions and task switching are common; therefore, we added new theoretical structures to GOMS to deal with these issues. We tested the system by constructing a model of routine network maintenance and installation at a large telecommunications company.We then compared the model predictions with observations of the work. The results showed that the model results were useful in guiding the research and organizing the findings.

A formal approach supporting the comparative predictive assessment of the interruption-tolerance of interactive systems

“…However, operations describing interruptions in tasks models should only be used when the tasks interruption belong to a user goal (here it is a possibility offered to the user to cancel the printing). Similarly to CTT, West and Nagy [36] have added theoretical structures to the notation GOMS in order to overcome its limitations for analyzing interruptions when task switching are common.…”

Modeling SGOMS in ACT-R: Linking Macro- and Microcognition

“…The S part of SGOMS refers to a macrocognitive theory about how people handle interruptions, task switching, planning, replanning, and group coordination. As noted in West and Nagy (2007), this part of the theory does not necessarily need to be used in conjunction with GOMS modeling. Therefore, SGOMS is a linking theory relating the macrolevel S theory to the microlevel GOMS theory.…”

“…Initial attempts to use GOMS to model actions in complex sociotechnical systems, in which interruptions, task switching, and multitasking are common, met with failure (Kieras & Santoro, 2004;West & Yuen, 2006). However, as West and Nagy (2007) demonstrated, GOMS can, at least in some cases, be used to usefully model routine expert behaviors embedded in these situations, if the system is integrated into a theory of how people manage interruptions, multitasking, planning, and replanning.…”

“…West and Nagy (2007) have argued that cognitive modeling applied to macrocognitive phenomena should be considered a special case of macrocognition, in which there is a deliberate attempt to link macrolevel phenomena to a microlevel understanding. In this paper we have argued that the relationship between micro and macrocognition can be understood as analogous to the relationship between microcognition and neuroscience.…”

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West and Nagy (2007) first addressed the issue of using cognitive architectures for modeling macrocognition by arguing that this can be viewed as a special case of macrocognition, in which there is a deliberate attempt to connect macrocognition to microcognition through the use of the architecture. West and Nagy also developed and tested a method for applying GOMS, (a modeling system based on Goals, Operators, Methods, and Selection Rules created by Card, Moran, and Newell, 1983) to model macrocognition.

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