Subconscious (tacit) structures of expertise: What goes on in the minds of Eskom network controllers as they work with a new computer interface.

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2013-07-22

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Lazanas, Panagiotis

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The Eskom electricity transmission grid controllers at the National Control Centre (NCC) in Germiston, South Africa, rely on their expertise, developed over years, in order to carry out their work. This expertise includes many skills rooted in subconscious processing and interactions. These tacit strategies and mental content have evolved in relation to the network data, presented to them by means of computer displays and other means (telephone, personal contact, etc.). This data is then converted to information about the network in their minds. The information is then processed subconsciously and consciously, so that the sophisticated interpretation algorithms, which have evolved in their minds, can identify the state of affairs in the network and prompt them to action. Two years ago (2008) a new computer interface was introduced at the NCC, which is Windows based, this new format is referred to as the TEMSE system. Data is now presented in a different format, with a slightly different appearance, and different configuration. This work aims to contribute to the body of knowledge pertaining to human controller performance factors, by identifying the impact of the implementation of the new displays on the tacit or subconscious mental processing of both expert and novice controllers. Simulator tasks and interviews were designed to elicit the tacit activity in the controllers’ minds in response to the new TEMSE interface. A variation of Retrospective Verbal Protocol analysis was used during the interviews in order to elicit the tacit dimensions investigated, adapted for this purpose (by including Sub-modality Elicitation techniques, and Metamodel type questions from Neuro-Linguistic Programming (NLP)), referred to as the Tacit Retrospective Verbal Protocol analysis (TRVP). The findings show that the controllers’ minds are influenced at various levels by the interface changeover. Extensive evidence of the presence of tacit imagery, auditory, and other complex emotive components within each controller is presented, which hitherto had remained unnoticed. Making these influences explicit can be the first step in structuring appropriate training and other interventions, in order to improve overall controller performance. An extensive list of recommendations proposes interventions to improve controller performance as well as computer interface design. Eskom network controllers are real experts in their work, with many years of naturalistic decision-making experience. Access to such subjects provided a true source of embedded tacit expertise.

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