Caldwell, 'BOOK REVIEW: SET PHASERS ON STUN (AND OTHER TRUE TALES OF DESIGN, TECHNOLOGY, AND HUMAN ERROR) by Steven M. Casey', Interpersonal Computing and Technology v2n02 (April 1994) URL = http://hegel.lib.ncsu.edu/stacks/serials/ipct/ipct-v2n02-caldwell-book + Page 15 + ---------------------------------------------------------------------------- ####### ######## ######## ########### ### ### ## ### ## # ### # Interpersonal Computing and ### ### ## ### ## ### Technology: ### ### ## ### ### An Electronic Journal for ### ######## ### ### the 21st Century ### ### ### ### ### ### ### ## ### ISSN: 1064-4326 ### ### ### ## ### April, 1994 ####### ### ######## ### Volume 2, Number 2, pp. 15-18 --------------------------------------------------------------------------- Published by the Center for Teaching and Technology, Academic Computer Center, Georgetown University, Washington, DC 20057 Additional support provided by the Center for Academic Computing, The Pennsylvania State University, University Park, PA 16802 This article is archived as CALDWELL IPCTV2N2 on LISTSERV@GUVM ---------------------------------------------------------------- BOOK REVIEW: SET PHASERS ON STUN (AND OTHER TRUE TALES OF DESIGN, TECHNOLOGY, AND HUMAN ERROR) by Steven M. Casey 221 pages. $24.95 Santa Barbara, CA: Aegean Press, 1993 ISBN 0-9636178-7-7 Reviewed by: Barrett S. Caldwell, Ph.D. Assistant Professor, Industrial Engineering, Univ. of Wisconsin- Madison 1513 University Ave., Rm 393, Madison, WI 53706-1572 VOICE: (608) 262-2414 FAX: (608) 262-8454 EMAIL:caldwell@engr.wisc.edu alt: BSCALDWELL@WISCMACC, barrett@grouper.ie.wisc.edu As engineers design and create ever more complex technological systems, many people may lament the loss of the "human factor" in the numerous controls, displays, and wires. + Page 16 + However, a more detailed examination shows how the interactions between humans and these technologies become more subtle and profound even as the systems develop in complexity. Set Phasers On Stun is a collection of 18 vignettes that author Steven Casey has collected to illustrate the problems facing people confronted with confusing, awkward, or inappropriate examples of technology design in complex systems. In this sense, "Human Error" is something of a misnomer. In several of the tales, Casey presents compelling portrayals of well-trained people--experts, really-- who are completely baffled by technology designs that prevent them from demonstrating their expertise ("Rental Car," "Business in Bhopal"). In other cases, the "error" is that of trusting too heavily in the infallibility of the technology available, or in one case ("That Newfangled Technology"), not trusting in it at all. If there is a moral that Casey tries to draw through all of the stories, it is that we should understand the strengths and weaknesses of technological design in any complex system, and that technology should be designed foremost to complement, to match human skills and capabilities. Set Phasers On Stun includes both obvious and subtle clues to improving the quality of systems incorporating human abilities and skills. These clues are applicable throughout the life of a complex system, from initial design through installation and continued human performance and safety as the system continues to be used (and, sometimes, misused). Set Phasers on Stun is directed to appeal at a broad, nontechnical audience, although there is much to commend it to the technical reader. Casey's narrative style maintains the power and "what happens next?" quality of good storytelling, rather than authoritative dissection of the system failure. Some professional psychologists or engineers (the majority of practicing human factors professionals) may find Casey's informal style lacking in specifics or detailed analysis. However, Casey emphasizes that his intent is to reach a larger public and bring understanding of these failures within reach of the common person as well as the Ph.D. academic. Because of this approach, Casey's book should not be considered a textbook in the strict sense. Although most stories include references (some quite detailed, and best reserved for a technically knowledgeable professional audience), the stories themselves are written in a nontechnical + Page 17 + style. Each story includes some type of system failure, but fortunately Casey manages to blend some less catastrophic examples of technology breakdown ("Never Cry Wolf," "The Wizards of Wall Street") to lessen some of the impact of the more painful and tragic illustrations of catastrophic system design and implementation. In fact, Casey manages well to blend humor into several otherwise horrible narratives through a combination of amusing irony and, in the title chapter, the integrity and ability of the victim to laugh at his own fate. Casey does not provide stunning new insights or revelations about the possible dangers of poor integration of technology in human performance settings; he presents effective summaries of past analyses, but no novel research. A colleague's point, with which I agree completely, is that Set Phasers On Stun is not a book to LEARN about the field of human factors engineering. At least a dozen textbooks discuss and present derivations of the human factors principles which are at the heart of any of the system failures Casey describes. The value of Set Phasers on Stun is that it clearly demonstrates the consequences of poor system and technology design across a wide variety of human activity. For this reason, Casey should be required reading for all human factors professionals. While textbooks teach principles, and journals ponder research questions, the impact and subtlety of complex real-world applications (which never work as theorized or designed) may be lost on the human factors researcher or manager. Casey's exhibits are reminders of why the human-centered and human-responsive design of technology are critical criteria in the ultimate success of human-technology systems. ---------------------------------------------------------------- BIOGRAPHICAL NOTE: Barrett Caldwell received B.S. degrees in Aeronautics and Astronautics, and Humanities, from the Massachusetts Institute of Technology in 1985. He received M.A. (1987) and Ph.D. (1990) degrees in Social Psychology from the University of California, Davis. Dr. Caldwell's research examines issues of group interaction and performance in complex, dynamic systems. His specific focus areas include the influences of environmental design and information technology variables to support and enhance communication and task performance. His teaching emphasis includes advanced courses in Human Factors Engineering and Sociotechnical Systems Engineering. System design, social impacts of technology, and management of technological innovation issues are emphasized. In addition, he teaches a graduate seminar in Technology and Society, and a capstone Human Factors Engineering design course. + Page 18 + --------------------------------------------------------------------------- Interpersonal Computing and Technology: An Electronic Journal for the 21st Century Copyright 1994 Georgetown University. Copyright of individual articles in this publication is retained by the individual authors. Copyright of the compilation as a whole is held by Georgetown University. It is asked that any republication of this article state that the article was first published in IPCT-J. Contributions to IPCT-J can be submitted by electronic mail in APA style to: Gerald Phillips, Editor IPCT-J GMP3@PSUVM.PSU.EDU