Computer Mediated Work : The Interplay between Technology and Structured Jobs - Claims Representatives in the Social Security Administration

If general principles for the design of computer mediatedwork are to emerge, the interplay between the work environment and thecharacteristics of application systems must be understood better. Theresults of a study of 620 Claims Representatives in the SocialSecurity Administration, whose job differed only in the form of theapplication system interface used, are reported. Interactions withclients, operatorsacirc; perceived task environment and well being are allseen to be influenced by the type of system interface used. Mentalstrain symptoms is shown to be an important indicator of operator wellbeing. Implications for designers, managers and researchers areconsidered