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What affected the use of the system?: Functionality and usability

Phase I was designed from a management/underwriting perspective but as a consequence quite a number of things were missing to make it really useful for Services and allow them to switch off their Q&A systems. It is not clear whether this was an omission or deliberate policy (00533). As a consequence some of Services tasks were actually more labour intensive under the new system than they had been under the Q&A system (00054). Some of these omissions were corrected during phase II (00988, 00046) but in phase III an exercise analysed the requirements for automating the processing in Services (00506, 00786).

Social influence:
Technical influence:
System characteristics: Functionality

Commentary
Social influence
Technical influence

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© Clare Tagg 2000