The design of cognitive work support systems for operational control centers is an emerging challenge for human factors practitioners. Ecological, task and cognitivist approaches individually do not provide the full insight required for CWSS design. Instead, work is presented as a ‘mid-level abstraction’ that captures many of the inherent structures and constraints of the ecology and context which can be captured by a set of complementary work models, and extended through the use of contextual control modes. This paper presents representative work models and insights from ethnographic observations of airline OCCs.
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