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The Design of Everyday Things by Donald Norman

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CHAPTER FIVE

TO ERR IS HUMAN

images LONDONAn inexperienced computer-operator pressed the wrong key on a terminal in early December, causing chaos at the London Stock Exchange. The error at stockbrokers Greenwell Montagu led to systems staff working through the night in an attempt to cure the problem.”1

People make errors routinely. Hardly a minute of a normal conversation can go by without a stumble, a repetition, a phrase stopped midway through to be discarded or redone. Human language provides special mechanisms that make corrections so automatic that the participants hardly take notice; indeed, they may be surprised when errors are pointed out. ...

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