From Work Domains to Worker Competencies: A Five-Phase CWA

Kilgore1, R., St-Cyr2, O., and Jamieson3, G.

In Bisantz, A.M. and Burns, C.M. (Eds.) Applications of Cognitive Work Analysis, CRC Press: Boca Raton, FL (2008)

In this chapter we describe the process of applying all five phases of a Cognitive Work Analysis (CWA) to a single domain that reasonably approximates the complexity of a real-world sociotechnical system. For each of these phases, we provide an overview of analytical activities performed by the CWA practitioner and explicitly place the inputs and outputs of these actitivies within the context of preceding and subsequent phases. Where concrete descriptions of analytical methodologies are lacking in prior texts—in particular for the Phase 5 worker competencies analysis—we introduce tools and techniques developed through our own experiences in applying the framework. Through this process, we establish a basic template for performing a CWA that may be extended by practitioners to larger, more complex sociotechnical systems. It is our hope that this chapter will help students and practitioners alike to develop a better understanding of the interrelationships between the five phases of CWA and the methods used to fully implement the CWA framework.

1 Charles River Analytics
2 IBM Canada Limited; York University
3 University of Toronto

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