Automation adoption and adaptation in air traffic control

This research studies the development and implementation of the User Request Evaluation Tool (URET) to draw lessons that can inform future technology deployments, particularly those in Air Traffic Control. We seek a better understanding of changes brought about by the use of Decision Support Tools (DSTs) by controllers and what can be done to maximize the benefit from introducing such tools.; The intended purpose of URET, a loose-bundle of several functionalities, is to support sector team strategic planning, enabling controllers to provide better routings and flight profiles to users. Actual user benefits depend on how controllers use DSTs in their work. Subject matter experts and air traffic controllers were interviewed to explore how controllers have adopted and/or adapted URET in different Air Route Traffic Control Centers. Impacts of URET deployment on the Air Traffic Control system were also investigated.; We found that "robust" innovations, those that remain relevant as objectives change over time, are more likely to reach the deployment stage. We found that controllers adopted URET functions selectively based on whether the functions make their own jobs easier. Consequently, though URET produces an impact on flight times during the first few years of use, its impact decreases thereafter.; The effective introduction of automation often requires change in work methods. Our URET case study shows that when these changes are not addressed through training and supported in everyday operations, controllers tend to fall back to old work methods and adapt the tool to them. Work method changes need to be addressed through both training and developing procedures integrating new tools. We found that URET "administrative" functions are widely adopted, but decision support functions are not. Loose-bundling of URET functionalities make partial tool adoption by air traffic controllers more likely, since controllers can choose which functionalities to adopt. Loose-bundling discourages both complete adoption and complete rejection. Finally, the impact of technology depends on traffic characteristics and the social norms of the air traffic control facility. These factors require careful consideration in making deployment and implementation decisions.