AN EXPLORATORY ANALYSIS OF THE NEED FOR USER-ACQUAINTED DIAGNOSTIC SUPPORT SYSTEMS

Vicki L. Sauter () and Laurence A. Madeo ()
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Vicki L. Sauter: Information Systems, University of Missouri — St. Louis, 8001 Natural Bridge Rd., 226 CCB, St. Louis, Missouri 63121-4499, USA
Laurence A. Madeo: Information Systems Department, University of Georgia, Georgia

International Journal of Information Technology & Decision Making (IJITDM), 2004, vol. 03, issue 03, 471-491

Abstract: This paper explores intelligent diagnostic support systems as debugging tools for end-users of computing. By analyzing error (fault) behavior of users and fault-diagnostic relationships of these errors, the authors identified patterns that could be exploited to provide electronic diagnostic assistance. This analysis showed that (a) error behavior differs considerably across end-users; and (b) individual end-users tend to make the same errors over time because they have difficulty identifying the causes of their errors. When viewed in light of the literatures on human-computer interface design and human error/diagnostic behavior, this analysis lead to some general conclusions about how diagnostic systems could be designed to provide better advice. Specifically, the empirical results suggest that diagnostic systems with firing rules based solely upon the aggregated behavior of all users will often provideindividualusers with poor advice. In contrast, diagnostic support systems could be improved by usinguser-specificdata in the knowledge base. Such a deviation from conventional ideas about knowledge-base development seems consistent with other diagnostic situations, such as medical and machine diagnosis.

Keywords: Decision support systems; expert systems; end-users of computing (search for similar items in EconPapers)
Date: 2004
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DOI: 10.1142/S0219622004001148

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