Users' errors and error handling

Abstract

Errors are usually studied in the laboratory. This is useful, but larger impact factors like organizational variables cannot be observed there. In our study, we observed computer users in their ordinary work situation in the office. Organizations have an impact on particular work settings by determining the concrete task structure and the social climate. Traditionally, the two most important task structure variables have been job complexity and job discretion. Job complexity of a particular work task influences which errors appear and how they are dealt with. A high level of job discretion implies that the workers can decide many issues at work, e.g. the timing, sequencing and the content of plans and goals at work (Frese, 1987).