Potential users' needs for information about expert systems

Three questions concerning potential users' knowledge about Expert Systems (ESs) were investigated by means of a questionnaire survey which was distributed to over 1100 members of the Northern Irish business community. The first question concerned the existing level of knowledge about, and use of ESs. The second asked about demand for such knowledge from within the business community; and the third area of concern was the degree of technical knowledge that ES users should be expected or presumed to possess. 22% of the 275 respondents claimed some knowledge of ESs and 3% had used them. Almost 80% asked for further information about ESs. The majority of those few who had used them appeared to have a fairly sketchy notion of the functional principles of ESs. It was concluded that potential users of ESs should not necessarily be expected or required to understand the theory and principles on which such systems work. Rather, the ergonomist needs to devise means whereby the strengths, limitations and probabilistic nature of the advice that ESs give are always readily apparent to users.