The planning and control of multiple task work: a study of secretarial office administration
Mw Smith, Becky Hill, JB John Long, AD Whitefield · 1992
This paper reports an attempt to construct a design-oriented model of the planning and control of multiple task work (PCMT) based on observations of secretarial office administration (SOA). The model is design-oriented in that it is intended to assist a designer to reason about the behaviours of an interactive human-computer worksystem; in this case, the planning and control behaviours of worksystems which carry out multiple task work. Design-oriented models of engineering contrast with the understanding-oriented models of science, which offer an understanding of phenomena in the form of their explanation and prediction.