Cognitive Work of Hypothesis Exploration During Anomaly Response: A look at how we respond to the unexpected

• Published in: ACM queue 2019-12, Vol.17 (6), p.52-70
• Main Author: Grayson, Marisa R.
• Format: Magazinearticle
• Language: English
• Subjects: Computing methodologies; Computing methodologies / Artificial intelligence; Computing methodologies / Artificial intelligence / Knowledge representation and reasoning; Computing methodologies / Artificial intelligence / Knowledge representation and reasoning / Cognitive robotics; Computing methodologies / Artificial intelligence / Philosophical/theoretical foundations of artificial intelligence; Computing methodologies / Artificial intelligence / Philosophical/theoretical foundations of artificial intelligence / Cognitive science; Human-centered computing; Human-centered computing / Human computer interaction (HCI); Information systems; Social and professional topics; Social and professional topics / Professional topics; Social and professional topics / Professional topics / Management of computing and information systems; Software and its engineering; Software and its engineering / Software creation and management
• ISSN: 1542-7730; 1542-7749
• DOI: 10.1145/3380774.3380778

Four incidents from web-based software companies reveal important aspects of anomaly response processes when incidents arise in web operations, two of which are discussed in this article. One particular cognitive function examined in detail is hypothesis generation and exploration, given the impact of obscure automation on engineers’ development of coherent models of the systems they manage. Each case was analyzed using the techniques and concepts of cognitive systems engineering. The set of cases provides a window into the cognitive work "above the line" in incident management of complex web-operation systems.