Response: Collaborative Activity and Technological Design: Task Coordination in London Underground Control Rooms

Problem Addressed and Motivation

“Technology often fails to reflect what we know about social interaction in groups and organizations”. This statement provides the motivation for the research done. That is, even with the most advanced technology, without applying it properly in a social context, it can be prohibitive. The system utilized by the London Underground control room operation centers, is an example where proper use of technology can be beneficial. However, given the nature of the work, a collaborative technological approach MUST be guaranteed to be reliable in order for it to work.

Research Approach and Evaluation

As this research was performed by sociologists, the approach was very hands on. The control room was observed and detailed technically. Briefly, a paper timetable is used to identify difficulties for operation and management, for each underground line. The interesting component is how both the Controller and the DIA use the timetable. The controller uses these to inform operators of any changes (through various techniques), whereas the DIA must observe and react to the controller.

Results

The results of this research was a suggestion for a technology that replaces the cellophane sheets and uses a digital marker. The modern equivalent of this is an electronic whiteboard. The results are more focused on the process than the users, however.

Contribution and My Thoughts

I found this an interesting method of evaluating a system (especially one that isn't software). The evaluation and examination is done from a social perspective, and not a software one, which is something I am extremely familiar with, due to background. The social perspective allowed for perhaps a deeper analysis of the interactions and work practices between the controllers. A purely systematic perspective would not have allowed this. However, with such a deep analysis, data representation is important, which this paper did not provide. Charts and other material would have been extremely beneficial for a majority of the technical information that was discussed.