Project

Cognitive work in critical digital services

Goal: Develop a deeper understanding of the cognitive work inherent in detection, diagnosis and resolution of critical digital service outages across distributed teams in a continuous delivery environment.

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Project log

Laura M.D. Maguire
added a research item
a set of 5 short articles on human performance and business critical software infrastructure including: 1. It’s time to revise our appreciation of the human side of Internet-facing software systems. 2. Above the Line, Below the Line. 3. Cognitive Work of Hypothesis Exploration during Anomaly Response. 4. Managing the Hidden Costs of Coordination. 5. Beyond the 'Fix-It' Treadmill.
Laura M.D. Maguire
added a research item
Some initial considerations to control cognitive costs for incident responders include: (1) assessing coordination strategies relative to the cognitive demands of the incident; (2) recognizing when adaptations represent a tension between multiple competing demands (coordination and cognitive work) and seeking to understand them better rather than unilaterally eliminating them; (3) widening the lens to study the joint cognition system (integration of human-machine capabilities) as the unit of analysis; and (4) viewing joint activity as an opportunity for enabling reciprocity across inter- and intra-organizational boundaries.
Laura M.D. Maguire
added a research item
Presentation given as part of the critical digital infrastructure track at the Resilience Engineering Symposium in Kalmar, Sweden
Laura M.D. Maguire
added a project goal
Develop a deeper understanding of the cognitive work inherent in detection, diagnosis and resolution of critical digital service outages across distributed teams in a continuous delivery environment.