A psychophysiological investigation of system efficiency in public telephone switchrooms

Subjective mood and performance efficiency among operators of public telephone switchboards were studied as a function of interface design and operating procedures. A within-subjects field study was carried out to compare system efficiency within two different types of switchroom; one employing earlier-designed ‘cord’ switchboards, the other employing ‘cordless’ technology in a more ergonomically-designed switchroom. Fifteen subjects were studied, using a minimal intervention technique as they performed their normal operating task, to provide data throughout one working day in either system. EEG and ECG measures were obtained continuously in addition to a variety of sampled performance data and mood ratings. On the cord design of switchboard, operators were found: (i) to carry a consistently heavier workload of concurrent calls; (ii) to be dramatically more responsive to diurnal fluctuations in call-traffic level, while maintaining more stable ‘caller waiting times’ and ‘effective call connections’; (iii)...

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