Intelligent Job Aids For Professionals: Lessons Learned From Medicine

With the rapid advancements in artificial intelligence, computer science, and information management seen today, it is becoming increasingly feasible to improve the performance of professional white collar workers with intelligent job aids (i.e., expert systems). Already, performance technologists are advocating and predicting their wide spread adoption. Nevertheless, while such high tech performance interventions are relatively new to business, they have existed in medical research labs and clinics for nearly 20 years. Because of the almost ideal match between medical decision making and the emergent capabilities of knowledge engineering, artificial intelligence researchers made medicine one of their major testing grounds. In this article, I summarize the use of intelligent job aids in medicine as a source of insights for anticipating how they can and should be used by professionals in other areas. These insights include three generalizations which form the conclusion of the paper: (a) intelligent job aids must address a real need, (b) they must be compatible with professionals' larger “performance systems,” and (c) the adoption of intelligent job aids will depend as much on future trends as on the professionals' needs or performance systems.