User Error
Encyclopedia
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"), PICNIC ("Problem In Chair Not In Computer"), PIBCAK ("Problem Is Between Chair And Keyboard") or ID-10T error ("Idiot error") are also used as slang in technical circles with a derogatory meaning. This usage implies a lack of computer savvy, asserting that problems arisen when using a device are the fault of the user. Critics of the term argue that the problems are caused instead by a device designed in such a way that it induces errors.
The term can also be used for non-computer-related mistakes.
These two types 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.
points out that users usually do not pay full attention to the computer system while using it. He suggests to compensate for this to make usable systems, thus allowing a higher percentage of users to complete tasks without errors:
such as Alan Cooper
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 limitations. Bruce Tog Tognazzini
describes an anecdote
of Dilbert
's creator Scott Adams
losing
a significant amount of work of comment moderation at his blog
due to a poorly constructed application that conveyed a wrong mental model
, even though the user took explicit care to preserve the data.
Jef Raskin
advocates designing devices in ways that prevent erroneous actions. Don Norman suggests changing the common technical attitude towards user error:
On the previous examples, some suggested approaches to reducing user error might be:
experts to describe a user error as a problem that is attributed to the user's ignorance instead of a software or hardware malfunction. These phrases are used as a humorous way to describe user errors. A highly popularized example of this is a user mistaking their CD-ROM
tray for a cupholder, or a user looking for the "any key
". However, any variety of stupidity
or ignorance-induced problems can be described as user errors.
In 2006, Intel began running a number of PEBKAC web-based advertisements to promote its vPro
platform.
file as a warning to future tech support personnel. The UserFriendly comic strip presented this usage in a cartoon on February 11, 1999.
In United States Navy and Army slang, the term has a similar meaning, though it's pronounced differently:
issue".
The computing jargon refers to "wetware bugs" as the user is considered part of the system, in a hardware/software/wetware layering.
The automotive repair persons' version is referring to the cause of a problem as a "faulty steering actuator," "loose nut between the steering wheel and the seat," or, more simply, "loose nut behind the wheel." Similarly, typewriter repair people used to refer to "a loose nut behind the keyboard."
The broadcast engineering
or amateur radio
version is referred to as a "short between the headphones".
Human reliability
Human reliability is related to the field of human factors engineering and ergonomics, and refers to the reliability of humans in fields such as manufacturing, transportation, the military, or medicine...
.
User Error and related phrases such as PEBKAC ("Problem Exists Between Keyboard And Chair"), PICNIC ("Problem In Chair Not In Computer"), PIBCAK ("Problem Is Between Chair And Keyboard") or ID-10T error ("Idiot error") are also used as slang in technical circles with a derogatory meaning. This usage implies a lack of computer savvy, asserting that problems arisen when using a device are the fault of the user. Critics of the term argue that the problems are caused instead by a device designed in such a way that it induces errors.
The term can also be used for non-computer-related mistakes.
Types of user errors
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 types 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 passwordPasswordA password is a secret word or string of characters that is used for authentication, to prove identity or gain access to a resource . The password should be kept secret from those not allowed access....
with caps-lockCaps lockCaps lock is a key on many computer keyboards. Pressing it sets an input mode in which typed letters are uppercase by default. The keyboard remains in caps lock mode until the key is pressed again...
on. - Not checking to ensure that the computer is indeed plugged in.
- Clicking Yes on message boxesDialog boxIn a graphical user interface of computers, a dialog box is a type of window used to enable reciprocal communication or "dialog" between a computer and its user. It may communicate information to the user, prompt the user for a response, or both...
without reading them properly - resulting in deleted files or installation of malware. - Forgetting to plug an ethernet cable into a laptopLaptopA laptop, also called a notebook, is a personal computer for mobile use. A laptop integrates most of the typical components of a desktop computer, including a display, a keyboard, a pointing device and speakers into a single unit...
's network cardNetwork cardA network interface controller is a computer hardware component that connects a computer to a computer network....
when in the office. - Allowing sessionsSession (computer science)In computer science, in particular networking, a session is a semi-permanent interactive information interchange, also known as a dialogue, a conversation or a meeting, between two or more communicating devices, or between a computer and user . A session is set up or established at a certain point...
to timeoutTimeout (telecommunication)In telecommunication and related engineering , the term timeout or time-out has several meanings, including...
when using a web applicationWeb applicationA web application is an application that is accessed over a network such as the Internet or an intranet. The term may also mean a computer software application that is coded in a browser-supported language and reliant on a common web browser to render the application executable.Web applications are...
. - Erroneous data entry.
Reasons for user errors
Joel SpolskyJoel Spolsky
Avram Joel Spolsky is a software engineer and writer. He is the author of Joel on Software, a blog on software development. He was a Program Manager on the Microsoft Excel team between 1991 and 1994. He later founded Fog Creek Software in 2000 and launched the Joel on Software blog...
points out that users usually do not pay full attention to the computer system while using it. He suggests to compensate for this to make usable systems, thus allowing a higher percentage of users to complete tasks without errors:
"If you sit down a group of average users with your program and ask them all to complete this task, then the more usable your program is, the higher the percentage of users that will be able to successfully create a web photo album. To be scientific about it, imagine 100 real world users. They are not necessarily familiar with computers. They have many diverse talents, but some of them distinctly do not have talents in the computer area. Some of them are being distracted while they try to use your program. The phone is ringing. WHAT? The baby is crying. WHAT? And the cat keeps jumping on the desk and batting around the mouse. I CAN'T HEAR YOU!
Now, even without going through with this experiment, I can state with some confidence that some of the users will simply fail to complete the task, or will take an extraordinary amount of time doing it."
Criticism of the concept
Experts in interaction designInteraction design
In design, human–computer interaction, and software development, interaction design, often abbreviated IxD, is "the practice of designing interactive digital products, environments, systems, and services." Like many other design fields interaction design also has an interest in form but its main...
such as Alan Cooper
Alan Cooper
Alan Cooper is known for his role in humanizing technology through his groundbreaking work in software design. Widely recognized as the “Father of Visual Basic," Cooper is the author of the books, About Face 3: The Essentials of Interaction Design and The Inmates Are Running the Asylum: Why...
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 limitations. Bruce Tog Tognazzini
Bruce Tognazzini
Bruce "Tog" Tognazzini is a usability consultant in partnership with Donald Norman and Jakob Nielsen in the Nielsen Norman Group, which specializes in human computer interaction. He was with Apple Computer for fourteen years, then with Sun Microsystems for four years, then WebMD for another four...
describes an anecdote
Anecdote
An anecdote is a short and amusing or interesting story about a real incident or person. It may be as brief as the setting and provocation of a bon mot. An anecdote is always presented as based on a real incident involving actual persons, whether famous or not, usually in an identifiable place...
of Dilbert
Dilbert
Dilbert is an American comic strip written and drawn by Scott Adams. First published on April 16, 1989, Dilbert is known for its satirical office humor about a white-collar, micromanaged office featuring the engineer Dilbert as the title character...
's creator Scott Adams
Scott Adams
Scott Raymond Adams is the American creator of the Dilbert comic strip and the author of several nonfiction works of satire, commentary, business, and general speculation....
losing
Data loss
Data loss is an error condition in information systems in which information is destroyed by failures or neglect in storage, transmission, or processing. Information systems implement backup and disaster recovery equipment and processes to prevent data loss or restore lost data.Data loss is...
a significant amount of work of comment moderation at his blog
Blog
A blog is a type of website or part of a website supposed to be updated with new content from time to time. Blogs are usually maintained by an individual with regular entries of commentary, descriptions of events, or other material such as graphics or video. Entries are commonly displayed in...
due to a poorly constructed application that conveyed a wrong mental model
Mental model
A mental model is an explanation of someone's thought process about how something works in the real world. It is a representation of the surrounding world, the relationships between its various parts and a person's intuitive perception about his or her own acts and their consequences...
, even though the user took explicit care to preserve the data.
Jef Raskin
Jef Raskin
Jef Raskin was an American human-computer interface expert best known for starting the Macintosh project for Apple in the late 1970s.-Early years and education:...
advocates designing devices in ways that prevent erroneous actions. Don Norman suggests changing the common technical attitude towards user error:
"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 clear feedback that caps-lock was activated while typing the password, helping to avoid a mode error. Many modern OS systems can provide an audio response to using the Caps Lock, with different tones for activation and deactivation. Alternatively passwords could be made case-insensitive, thus removing the possibility of a mode error and enhancing usability Usability Usability is the ease of use and learnability of a human-made object. The object of use can be a software application, website, book, tool, machine, process, or anything a human interacts with. A usability study may be conducted as a primary job function by a usability analyst or as a secondary job... at the cost of security Computer security Computer security is a branch of computer technology known as information security as applied to computers and networks. The objective of computer security includes protection of information and property from theft, corruption, or natural disaster, while allowing the information and property to... . |
| Unplugged device | A prominent LED LEd LEd is a TeX/LaTeX editing software working under Microsoft Windows. It is a freeware product.... 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 File deletion File deletion is a way of removing a file from a computer's file system.The reasons for deleting files are#Freeing the disk space#Removing duplicate or unnecessary data to avoid confusion#Making sensitive information unavailable to others... operation (using a persistent warning instead), or provide an undo Undo Undo is a command in many computer programs. It erases the last change done to the document reverting it to an older state. In some more advanced programs such as graphic processing, undo will negate the last command done to the file being edited.... 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 in 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. Alternatively, an auto-redirect to a holding page explaining the error on timeout would prevent attempts to continue work on invalid sessions. |
| Erroneous data entry | Performing automatic data validation Data validation In computer science, data validation is the process of ensuring that a program operates on clean, correct and useful data. It uses routines, often called "validation rules" or "check routines", that check for correctness, meaningfulness, and security of data that are input to the system... on input. |
Acronyms and other names for a user error
Several terms like PEBKAC or and ID10T error are often used by tech support operators and computerComputer
A computer is a programmable machine designed to sequentially and automatically carry out a sequence of arithmetic or logical operations. The particular sequence of operations can be changed readily, allowing the computer to solve more than one kind of problem...
experts to describe a user error as a problem that is attributed to the user's ignorance instead of a software or hardware malfunction. These phrases are used as a humorous way to describe user errors. A highly popularized example of this is a user mistaking their CD-ROM
CD-ROM
A CD-ROM is a pre-pressed compact disc that contains data accessible to, but not writable by, a computer for data storage and music playback. The 1985 “Yellow Book” standard developed by Sony and Philips adapted the format to hold any form of binary data....
tray for a cupholder, or a user looking for the "any key
Any key
Computer programmers historically used "Press any key to continue" as a prompt to the user when it was necessary to pause processing. The system would resume after the user pressed any keyboard button.-History:...
". However, any variety of stupidity
Stupidity
Stupidity is a lack of intelligence, understanding, reason, wit, or sense. It may be innate, assumed, or reactive - 'being "stupid with grief" as a defence against trauma', a state marked with 'grief and despair...making even simple daily tasks a hardship'....
or ignorance-induced problems can be described as user errors.
PEBKAC
Phrases used by the tech-savvy to mean that a problem is caused entirely by the fault of the user include PEBKAC (an initialism for "Problem Exists Between Keyboard And Chair", also PEBCAK or PBKAC), PICNIC ("Problem in Chair, Not in Computer") and EBKAC ("Error between keyboard and chair").In 2006, Intel began running a number of PEBKAC web-based advertisements to promote its vPro
Intel vPro
Intel vPro technology is computer hardware technology to allow remote access to the PC independent of the state of the operating system or power state of the PC. It consists of a set of features built into a PC's motherboard and other hardware...
platform.
ID-10-T Error
ID-Ten-T Error (also seen as ID10T and ID107) is a masked jab at the user: when ID-Ten-T is spelled out it becomes ID10T ("idiot"). It is also known as a "Ten-T error" or "ID:10T error". Historical use (circa 1995) includes phone tech support personnel instructing the user/customer to place the line "id=10t" in their config.sysCONFIG.SYS
CONFIG.SYS is the primary configuration file for the DOS, OS/2 as well as similar operating systems. It is a special file that contains setup or configuration instructions for the computer system.- Usage :...
file as a warning to future tech support personnel. The UserFriendly comic strip presented this usage in a cartoon on February 11, 1999.
In United States Navy and Army slang, the term has a similar meaning, though it's pronounced differently:
- The Navy pronounces ID10T as "Eye Dee Ten Tango".
- The Army pronounces 1D10T as "One Delta Ten Tango".
- 1D10T is also used in Army slang in reference to the massive amounts of paperwork involved in getting anything done, e.g., "this requires a one dee ten tee form".
Other
The networking administrators' version is referring to the cause of a problem as a "layer 8Layer 8
Layer 8 is humorous Internet jargon used to refer to a nonexistent "user" or "political" layer on top of the OSI model of computer networking.The OSI model is a 7-layer abstract model that describes an architecture of data communications for networked computers. The layers build upon each other,...
issue".
The computing jargon refers to "wetware bugs" as the user is considered part of the system, in a hardware/software/wetware layering.
The automotive repair persons' version is referring to the cause of a problem as a "faulty steering actuator," "loose nut between the steering wheel and the seat," or, more simply, "loose nut behind the wheel." Similarly, typewriter repair people used to refer to "a loose nut behind the keyboard."
The broadcast engineering
Broadcast engineering
Broadcast engineering is the field of electrical engineering, and now to some extent computer engineering and information technology, which deals with radio and television broadcasting...
or amateur radio
Amateur radio
Amateur radio is the use of designated radio frequency spectrum for purposes of private recreation, non-commercial exchange of messages, wireless experimentation, self-training, and emergency communication...
version is referred to as a "short between the headphones".
See also
- Latent human errorLatent human errorA Latent human error is a human error which is likely to be made due to systems or routines that are formed in such a way that humans are disposed to making these errors...
- Mode error
- Error messageError messageAn error message is information displayed when an unexpected condition occurs, usually on a computer or other device. On modern operating systems with graphical user interfaces, error messages are often displayed using dialog boxes...
- LuserLuserIn Internet slang, a luser is a painfully annoying, stupid, or irritating computer user.It is a portmanteau of "loser" and "user"....
- Local user, or loser - Layer 8Layer 8Layer 8 is humorous Internet jargon used to refer to a nonexistent "user" or "political" layer on top of the OSI model of computer networking.The OSI model is a 7-layer abstract model that describes an architecture of data communications for networked computers. The layers build upon each other,...
(the human layer of the OSI modelOSI modelThe Open Systems Interconnection model is a product of the Open Systems Interconnection effort at the International Organization for Standardization. It is a prescription of characterizing and standardizing the functions of a communications system in terms of abstraction layers. Similar...
) - RTFMRTFMRTFM is an initialism for the direction "Read The Fucking Manual". This instruction is sometimes given in response to a question when the person being asked believes that the question could be easily answered by reading the relevant user's manual or instructions...
- Social engineeringSocial engineeringSocial engineering may refer to:* Social engineering , efforts to influence society on a large scale* Social engineering , the practice of obtaining confidential information by manipulating and/or deceiving people....