Computer Mediated Work: The Interplay Between Technology and Structured Jobs

Abstract

If general principles for the design of computer mediated work are to emerge, the interplay between the work environment and the characteristics of application systems must be more clearly understood. The results of a study of 620 claims representatives in the Social Security Administration, whose jobs differed only in the form of the application system interface used, are reported. Interactions with clients, operators' perceived task environment, andwell-being are all seen to be influenced by the type of system interface used. Mental strain symptoms are shown to be an important indicator of operator wellbeing. Implications for designers, managers, and researchers are considered. © 1984, ACM. All rights reserved.