COMPUTER MEDIATED WORK: THE INTERPLAY BETWEEN TECHNOLOGY AND STRUCTURED JOBS - CLAIMS REPRESENTATIVES IN THE SOCIAL SECURITY ADMINISTRATION

Abstract

If general principles for the design of computer mediated work are to emerge, the interplay between the work environment and the characteristics of application systems must be understood better. The results of a study of 620 Claims Representatives in the Social Security Administration, whose job differed only in the form of the application system interface used, are reported. Interactions with clients, operators’ perceived task environment and well being are all seen to be influenced by the type of system interface used. Mental strain symptoms is shown to be an important indicator of operator well being. Implications for designers, managers and researchers are considered.