Characterizing Incidents Reporting Systems across Applications Domains

Abstract

Incident reporting is a very well-known technique in application domains such as air traffic management and health, where specialized users are trained to provide detailed information about problems. Incident reporting systems are indeed complex systems that include many actors including the users reporting incidents, user’s colleagues and neighbors, stakeholders, policymakers, systems integrations. Incident report systems might change (positively or negatively) the users’ environment in many ways. In recent years, this kind of technique has been also been used in crisis management such as the hurricane Katrina. However, despite the fact that incident reporting systems using mobile technology are becoming more common, little is known about its actual use by the general population and which factors affect the user experience when using such system. In this paper we discuss the use of incident reporting system in critical context of use. In this paper we discuss the use of incident reporting system in several application domains. In particular we report findings in terms of dimensions that are aimed to identify social and technical aspects that can affect the design, development and use of incident reporting systems.