e-write

your authoring source

Protocol Analysis

Expert performers rely on schemas that they have incorporated into their cognitive processes. Application of these schemas happens rapidly and usually without conscious thought, just as we do not "think about" understanding spoken words (unless learning a new language). One way to "get at" these underlying cognitive processes is by use of protocols.

Observation

In our work, collection of a protocol, really a behavior sample, begins with observing an expert performer solving some problem or carrying out a complex work function. Ideally, the performance is recorded for later analysis. The method of choice generally is to record the session on video so it can be re-played later. Another option is to instruct the expert to "think aloud" while the task is being carried out, and to record this on audio tape.

Analysis

During a post-performance debriefing session the expert can be prompted to elaborate on the actions and verbalizations that were recorded, and from that a verbal protocol developed. These verbal protocols have been used extensively in the development and design of expert systems. They are especially useful in establishing problem solving protocols for technical troubleshooting scenarios.

Development and testing

After a protocol has been developed, it can be incorporated into a script for a practice session and tested with a non-expert performer. Gaps and missteps that appear can then be analyzed and the basic protocol fleshed out.