Human‐computer interaction: the missing piece of the records management puzzle?

Abstract

Purpose The purpose of this paper is to question why records management is not currently able to fully meet the needs of its users and to explore the potential role of human‐computer interaction (HCI) in helping it to address this weakness. Design/methodology/approach The paper has been jointly written by two authors: one a records manager; the other an experienced HCI practitioner. It draws on the experience of the records professional to identify some of the challenges facing records management today, particularly the problems it faces trying to meet the (differing?) needs of both the organization as a whole and of individual users. The HCI practitioner then explores how the application of HCI principles to the design of recordkeeping systems may offer a fresh perspective in meeting these twin demands. Findings Records management is heavily reliant on the participation of individual and collective users to achieve its aims, and yet the understanding of their requirements is often basic and simplistic. In part this is due to a concentration on the needs of “the organization” as a whole and of the traditional focus records management has had on standardisation. The authors argue that whilst this organizational perspective remains important, it cannot be addressed at the expense of providing genuine benefits to the individual user. The field of HCI offers a proven, robust and sophisticated way of identifying and meeting the needs of users in ways which could enable records management to meet the needs of both its “masters”. Practical implications The application of HCI principles to the design of recordkeeping systems could fundamentally alter the way in which we view the implementation of record management technologies. It also raises questions about the limitations of striving to adopt a purely “standards based” approach to records management which runs counter to much of the prevailing wisdom regarding the perceived objectives of records management. Originality/value This paper marks the first exploration of the benefits that might be achieved by applying the field of HCI to records management. As such it represents the first important step towards creating a new inter‐disciplinary approach to achieving records management systems that fully meet the needs of their users.

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