The effect of knowledge levels on operators response to malfunctions and technical problems in the system

We describe the results of an experiment in which operators interacted with a simulated workstation, requiring the control of 5-8 stations for filling containers with hazardous liquids. In the course of work, different malfunctions occurred intermittently, and one of several compensatory behaviors had to be chosen, or the system could be halted and fixed by maintenance. One group of subjects was given only procedural knowledge and operation instructions. A second group received, in addition, detailed information on the structure and transfer functions of the system. Enhanced knowledge was harmful to performance in the early encounters with malfunctions. Subjects took more risks and misjudged their ability to cope with problems. Only with extended experience, augmented knowledge was beneficial to performance.<
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