Cooperative Problem-Solving in the Interaction
of
Airline Dispatchers with ATCSCC


Philip J. Smith*
Elaine McCoy**
Judith Orasanu***
Charles Billings*
Rebecca Denning*
Michelle Rodvold***
Theresa Gee**
Amy Van Horn**

This work has been supported by the FAA Office of the Chief Scientist and Technical Advisor for Human Factors (AAR-100) and NASA Ames Research Center.

* Cognitive Systems Engineering Laboratory
The Ohio State University
210 Baker Systems
1971 Neil Avenue
Columbus, OH 43210

** Department of Aviation
Ohio University
Athens, OH 45710

***NASA Ames Research Center
Moffett Field, CA 94035

Executive Summary

This report summarizes the results of a focus group held to explore interactions between airline Operations Control Centers and ATCSCC, the FAA Air Traffic Control Systems Command Center. The purpose was twofold:

  1. To understand the factors contributing to successful cooperation between the airlines and ATCSCC;
  2. To identify areas for potential improvements and research activities.

As one of the participants put it, to improve the aviation system:

"We've got to find a way to make the system work more effectively with the people who are in it, with their strengths and their imperfections."

System performance may be improved by revising procedures, by providing training, and by developing technologies that enhance cooperative problem solving.

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