Problem Conceptualization & Resolution of Network Problems in Tactical Environment

Our objective is to document the types of problems network management operators have in high stress environments and to create a report on best processes for problem resolution. Our research involves understanding the role expertise has on situation awareness (SA) in the network operations (NetOps) work domain. Our approach is multifaceted. Since very little research has been conducted for this work domain, we begin by leveraging our work on expertise and SA in areas such as aviation and Army Infantry operations. We propose to perform observational studies on inexperienced operators and compare them to experienced operators to identify the differences in problem resolution between each group. Our proposed research will provide a low-risk, high payoff model for the Army based on a solid theoretical framework and existing cognitive task analyses that capture network centric warfare needs for the Army. The results of our Phase I research will be a report on the best processes for problem resolution to effectively support inexperienced operators. The product of the proposed research, when carried through to Phase II, will be a goal-supporting system for network management operators designed to help them cope with the challenges of network centric warfare.