User error
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A user error is an error made by the human user of a complex system, usually a computer system, in interacting with it. Although the term is sometimes used by Human Computer Interaction practitioners, the more formal human error term is used in the context of human reliability.
User Error and related phrases such as PEBKAC ("Problem Exists Between Keyboard And Chair") or ID-10T error are also used as slang in technical circles with a derogatory meaning.[1][2] This usage implies a lack of computer savvy, asserting that any issues caused when using a device are the fault of the user. This puts the cause of error on the user not understanding how to make the device work properly.
Kinds of user errors
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User errors can be divided into two distinct categories. In the first the user enters data or instructions which are valid for the system, but not the ones intended. For example in a system intended to add two numbers together the user may enter "2" and "3" when they intended to add "2" and "4". The system returns the answer 5, which is the correct answer for the data input, rather than the answer "6" which the user expected. The second category of user errors is those that can be detected as invalid by the system. In the above example this might be entering "A" as one of the two numbers to be added.
These two kinds are not necessarily easily distinguishable. For example, asking an autopilot to fly at a height below ground level would be considered an error, but might not be detectable by the autopilot.
Examples
Common examples of user error include:
- Attempting to enter a case-sensitive password with caps-lock on.
- Not checking to ensure that the computer is indeed plugged in.
- Clicking Yes on message boxes without reading them properly and deleting important files.
- Forgetting to plug an ethernet cable into their laptop's network card when in the office.
- Allowing sessions to timeout when using a web application.
- Erroneous data entry.
Reasons for user errors and criticism of the concept
Experts in interaction design such as Alan Cooper[3] believe this concept puts blame in the wrong place, the user, instead of blaming the error-inducing design and its failure to take into account human imperfections. Don Norman advocates changing the common technical attitude towards user error, and design devices that prevent erroneous actions:[4]
"Don't think of the user as making errors; think of the actions as approximations of what is desired"
On the previous examples, some suggested approaches to reducing user error might be:
| Error | Design solution |
|---|---|
| Typing password with caps-lock | Providing a clear feedback that caps-lock was activated while typing the password, helping to avoid a mode error. Alternatively passwords could be made not caps sensitive, thus removing the possibility of a mode error and enhancing usability at the cost of security. |
| Unplugged device | A prominent LED to show the on/off status of the device. However many devices have this already, and do not necessarily eliminate this error |
| Message dialog for destructive operations | Avoiding the use of a modal window to warn of a destructive operation (using a persistent warning instead), or provide an undo command to make the action non-destructive. |
| Unplugged network cable | Showing the connection status in a clear way, including a report with the causes for a lack of connectivity and a message on how to resolve it (i.e. plug the cable). |
| Errors caused by session timeout | Warning that sessions do timeout after a period, and saving all the user actions performed before the session expired. |
| Erroneous data entry | Performing automatic data validation on input. |
Acronyms and other names for a user error
PEBKAC is an acronym which stands for "Problem Exists Between Keyboard And Chair".[5] The phrase is used by computer experts as a humorous[6] way to describe user errors. In 2006, Intel began running a number of PEBKAC web-based advertisements[7] to promote its vPro platform.
The networking administrators' version is referring to the cause of a problems as "layer 8 issue". The automotive repair persons' version is referring to the cause of a problem as a "loose nut between the steering wheel and the seat." The broadcast engineering or amateur radio version is referred to as a "short between the headphones".
References
- ^ Urban Dictonary. "User Error".
- ^ Wired Magazine (4.10). Oct 1996 http://www.wired.com/wired/archive/4.10/jargon_watch.html.
{{cite journal}}: Missing or empty|title=(help) - ^ About Face: The Essentials of User Interface Design (ISBN 1-56884-322-4)
- ^ "The design of everyday things".
{{cite web}}: Missing or empty|url=(help); Unknown parameter|http://www.amazon.ca/product-reviews/0465067107?pageNumber=ignored (help) - ^ The Jargon File, version 4.4.7, maintained by Eric S. Raymond
- ^ Frazer, J. D. (6 May 1998). "User Friendly Strip from 6 May 1998". User Friendly. Retrieved 2008-12-24.
- ^ vPro "Go Pro" advertisements by Intel
See also
- Latent human error
- Mode error
- Luser - Local user, or loser
- 1D10T Error
- Layer 8 (the human layer of the OSI model)
- RTFM