The trouble with computers : usefulness, usability, and productivity
Despite enormous investments in computers over the last twenty years, productivity in the very service industries at which they were aimed virtually stagnated everywhere in the world. If computers are not making businesses, organizations, or countries more productive, then why are we spending so much time and money on them? Cutting through a raft of technical data, Thomas Landauer explains and illustrates why computers are in trouble and why massive outlays for computing since 1973 have not resulted in comparable productivity payoffs. Citing some of his own successful research programs, as well as many others, Landauer offers solutions to the problems he describes. While acknowledging that mismanagement, organizational barriers, learning curves, and hardware and software incompatibilities can play a part in the productivity paradox, Landauer targets two aspects of computer design as the main culprits: usefulness and usability. He marshals overwhelming evidence that computers rarely improve the efficiency of the information work they are designed for because they are too hard to use and do too little that is sufficiently useful. Their many features, designed to make them more marketable, merely increase cost and complexity. Landauer proposes that emerging techniques for user-centered development can turn the situation around. Through task analysis, iterative design, trial use, and evaluation, computer systems can be made into powerful tools for the service economy, with the same enormous impact on productivity and standard of living that were the historical results of technological advances in energy use (the steam engine, electric motors), automation in textiles and other manufacture, and in agriculture. Landauer presents solid evidence for this claim, and for a huge benefit-to-cost ratio for user-centered design activities. He describes how to accomplish these necessary things, promising applications for better computer software designs in business, and the relation of user-centered design to business process reengineering, quality, and management
xiii, 425 pages : illustrations ; 24 cm
9780262121866, 9780262621083, 9780585020471, 0262121867, 0262621088, 0585020477
31777036
Prologue: The Trouble with Computers
I. The Productivity Puzzle. 1. The Evidence. 2. What Computers Do. 3. The Productivity Paradox
II. Solutions to the Puzzle. 4. Excuses. 5. Reasons
III. What's Wrong with Them. 6. Usefulness and Usability. 7. Software Design, Development, and Deployment. 8. Hype and Broken Promises: or, Why do we love them still?
IV. How to Fix Computers. 9. The Track Record So Far. 10. User-Centered Design. 11. Here's How. 12. User-Centered Design Methods. 13. User-Centered Development. 14. User-Centered Deployment: Or, What to Use Them For and How
V. What Then? 15. Fantasy Business Systems. 16. Life, Love, and Intellect
"A Bradford book."
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