Automation, a curse or a blessing?

In the early days of automation, the so-called experts were so concerned with themselves and the machines, that they didn’t have time to devote any attention to the users25): the ones for whom the eventual information system was intended, after all. This implied that the automation experts were on the one hand programming the computer, while on the other hand it was expected of the user that he or she programmed (conditioned, if you like) his or her own mind, so that this trained mind would be nicely compatible to the computer in question.

After that, there was a period in which there was a great deal of attention for the user, as a kind of belated compensation for the previous period of neglect. We had assumed that users had a profound insight into their own working processes. This turned out to be a false assumption!

The average user is in the middle of his job, has identified with it rather than having an overview of it.

Gradually, automation experts are returning with both feet to the ground. Business engineers are consulted for the business processes, which constitute the so-called internal aspects of the information system. For the external aspects of the information system, the so-called man/machine interface in professional terms, the person in question (the user) is consulted. This design of a user-friendly exterior is gradually evolving into a full-blown interdisciplinary study, with roots in psychology and ergonomics as well as in information science. The man/machine interface started out with the keyboard, which is partly making way for mouse control. We are now witnessing the early stages of other entry means, such as pen computers, the introduction of speech and so-called touch screens (‘hard touch’ and ‘soft touch’). There are even interfaces that react to muscle movement, so that the interaction with the computer becomes even more ‘intimate’. The quality of the man/machine interface is also constantly improving, so that user manuals are becoming redundant. A good man/machine interface ought to adapt to the skills or knowledge level of the user. Experiments are even going on with ‘self-learning’ man/machine interfaces.

Might the user finally be liberated from the compulsive patterns of the computer? Or will the ‘tuning up’ of processors (some of you may recall the sensation of tuning up their mopeds) eventually cause the minds of users to slip? Experience has already shown that working with sophisticated graphical interfaces stimulates ‘laziness in thinking’ and leads to language deprivation. King Thamos would say: I told you so!

Finally, it should be noted that the quality and the ease of operation of information systems will only improve if users explicitly demand it. After all, the quality of many consumer products has only improved at the explicit demand of the users, whether or not led by consumer organisations. I would therefore like to update Karl Marx’ slogan: ‘Users of all nations, unite, and cast off the paternalistic yoke of automation’. Indeed a fine challenge for the union to provide new lustre to its objectives.