Abstract

Traditionally, the negative unintended consequences of introducing new technologies into complex systems have not been explicitly assessed and mitigated. Recently, our understanding of how to identify, protect, and facilitate sources of resilience in a work system has advanced. These insights are particularly relevant for introducing transformative AI-based technologies. We identified five sources of work system resilience: 1) have a shared awareness of demands and deviations, 2) progressively respond to changing circumstances, 3) guide local control with policies and procedures, 4) flexibly adapt by reducing constraints on actions and recruiting resources, and 5) coordinate across the system. These insights are illustrated in the context of introducing ambient communication technology and ChatGPT into the emergency department to improve physician sign-outs.

Bio

Dr. Emily Patterson is a Professor in the School of Health and Rehabilitation Sciences, College of Medicine at The Ohio State University. Her primary area of expertise is human factors engineering, which is a multidisciplinary approach to the design of automated decision support that aids human cognition in complex settings.  She administers the Usability and User Experience in Health Care certificate (http://go.osu.edu/uxcertificate).