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ATU39_BehnamRaeesdana_OAS (OIS) (5) - Published in...

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Published in Technological Forecasting and Social Change , 44(2):187-197, 1993. GIACINTO MATARAZZO and ANTONINO ORLANDO are researchers in the Human Factors Group of the Strategic Telecommunications Aspects Division at the Fondazione Ugo Bordoni, Rome, Italy. ALEXANDER NIKOV is Associate Professor of the Department of Ergonomics and Design of the Technical University of Sofia. *The work presented herein was carried out within the framework of the agreement between the Fondazione Ugo Bordoni and the Italian PT Administration. A Methodology for Human Factors Analysis in Office Automation Systems* ALEXANDER NIKOV, GIACINTO MATARAZZO, and ANTONINO ORLANDO ABSTRACT A methodology for computer-aided human factors analysis in office automation system (OAS) design and implementation process has been developed. It incorporates a fuzzy knowledge-based evaluation mechanism, which is employed to aggregate data measured in scales of different type. The methodology has a high degree of flexibility, which allows it to be adjusted to the individual client situation. A case study in public administration for assessing OAS introduction from users’ point of view has been carried out. On the basis of the results recommendations on further implementation have been proposed. The advantages, disadvantages and further developments are discussed. INTRODUCTION When office automation system (OAS) are introduced, effective handing of the human and organizational issue is as important as selecting the correct hardware and software [1]. Each and every job aspect can be modified. This applies to: health (improvement or worsening of job environment), personal work (more fragments and mechanical or more creative and gratifying), office work (more control by department heads or more space for individual decisions), relationships (more conflicts or more collaboration), access to information (greater in quantity and more understandable or excess and pollution), quality of working life (more dissatisfaction or more creativity and motivation) [2], [3], [5], [8], [10], [15], [16]. Human factors in OAS can be considered as a layered architecture with, starting from the bottom technological, physiological, psychological, and organizational layers [12]. Moving from the traditional human-computer interaction research to a more general layered architecture, human factors first have to face methodological questions as does not yet exist the same testing and evaluation methods in higher layers as presently available for the lowest ones. In particular, when peoples´ opinions have to be collected, complex social surveys have to be carried out both before OAS implementation (user needs and benefit analysis) and during and after OAS implementation (evaluating of functional and communicational aspects, user needs and benefits effects of the introduced system).
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