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The influence of performance standards and feedback on speed and accuracy in an electronically monitored data-entry task.

Galinsky-TL; Schleifer-LM; Pan-CS
Int J Hum-Comput Interact 1995 Jan; 7(1):25-36
The use of electronic performance monitoring (EPM) and feedback to encourage compliance with speed and accuracy standards during the performance of data entry tasks was studied. Subjects who had had difficulty meeting a standard for data entry speed performed a data entry task for 3 days. No standards were imposed on the first day which was used as a baseline and during the second and third days subjects were randomly assigned to an experimental group using EPM and feedback to obtain compliance with preestablished speed and accuracy standards or a control group that was instructed to continue working at normal speed and accuracy levels. No significant differences between subjects were seen for mean keystroke and error rates on the baseline day. Keystroke and error rates increased in both groups from the first to the second day. Those in the experimental group demonstrated significantly higher increases in keystroke rates and in error rates from the first to the second and from the first to the third work days compared with those in the control group. Similar increases in keystroke rates were seen between groups from the second to the third workday. An interaction was identified among work condition, workday, and work period on data entry errors. Those in the experimental group had significantly larger increments in errors from the first to the second work period in a day and from the first to the third period on the second and third workdays compared with those in the control group. The authors conclude that performance standards and feedback emphasizing speed over accuracy may not be effective as increases in speed may be offset by decrements in work quality.
Keyboard-operators; Task-performance; Performance-capability; Quality-standards; Work-capability; Positive-feedback; Work-performance
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International Journal of Human-Computer Interaction