How to Select Users for Ethnographic Observation

Preparing for ethnographic observation requires selecting users in an appropriate manner. To do this, certain steps should be followed. For example, if we were selecting users for observation in a traffic control room:

The analyst/ethnographer must first begin by preparing for the observation of a variety of users in this control room. This begins by first getting a layout of the control room physical design. It is important to understand what is where and how it all works, at least a basic understanding. Next, becoming familiar with the various occupations within this room is necessary. Are there engineers, law enforcement officials, IT personnel, etc? And, how many are there? Before planning exactly what will be observed some data regarding typical tasks and interaction should be gathered using surveys and interviews. The data should be obtained from each of the different positions to gain perspective.

Observing the control room live may be a very high pace and frantic process. It is important to understand there will be a variety of groups doing a variety of processes. The importance here is to see how each group interacts with the control room, particularly with critical incidents. For example, a traffic alarm is sounded after a technology malfunction in one geographical sector. How do the various groups respond? How do they communicate with each other? What steps are taken and how long does it take to resolve the situation? What were the critical factors relative to the interaction of the control room and users? These are observations that must made and annotated. Video and sound recording may aid in additional observation. Attempting to record the environment in its natural state is the most important thing.

Transforming the data into information is the next important step. The observers/analysts, must take the gathered data and make some sense of it. If an engineer did not know how to respond to a problem, then why? Examining data, what were the reasons tasks took the time they did? The analyst must be able to break the data down so It can be presented for decision making. Reviewing notes and recording for accuracy and clarity are important steps. The end goal is to prepare this data to be included in a report.

The final step is the Control Room GTA report. This will include the findings presented in a way to aid in decision making. The reports may outline critical areas of deficiency in the traffic control room. It will help illustrate if problems are with the users or the systems itself.

Example: The average response time to a level 3 traffic alert was 5 minutes.

Note: The communication systems did not complete notification until 4 minutes after the incident.

The report will also outline areas of exceptional performance. What interaction groups performed smoothly and efficiently within the room. The report should provide vital information so changes can be made or positive attributes mirrored.