Empirical Methods in the BTU-Project

Abstract

The BTU (Better Terminal Use) project was undertaken by an inter-disciplinary team under the auspices of SYSLAB and IBM during the spring of 1983.

The purpose of this project was to investigate and determine what problems exist for terminal users within IBM Svenska AB in their use of internal computer systems; analyze the causes of the problems; and, based on the results of the investigation and analysis, to propose improvements in the services provided to terminal users including information, education and training, communication channels, and help services.

The project was started at the initiative of CCS (Country Computer Sercives), the function within IBM (Sweden) with responsibility for internal data processing, including systems development, and data communication. The project group members have been taken from SYSLAB, and the Departments of Linguistics and Psychology at the University of Gothenburg. The project took place from February to May 1983, and entailed 56 interviews with users, a field survey with 291 terminal users, 54 field observations, and a textual analysis of eight manuals. In this paper the scientific methods used in the project are presented and evaluated.