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Mental Models and Normal
Errors in Naturalistic Decision Making
April 2000
Kevin Burns, The MITRE Corporation
ABSTRACT
This paper outlines a framework for analyzing how decision makers achieve
"situation awareness" in complex, dynamic and uncertain situations.
We use this framework to analyze a typical case of human "error"
in the command and control of a complex system. Our analysis shows that
decision errors in this and other cases can be characterized as "normal"
(i.e., rational) consequences of the decision makers' mental models.
We conclude by suggesting that a mental models approach can provide
unifying insights into the "heuristics and biases" proposed
by previous researchers.
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