Now there’s a representation of problem-solving behavior that’s been around since 1972 when Alan Newell and Herb Simon wrote about Human Problem Solving in their (now classic) tome. A problem-behavior graph (I’ll call them PBGs) is a boxes-and-arrows way to show what “knowledge states” people go through in the course of solving a problem.
So [Dan] came up with the parallel problem behavior graph – a nice variant way of diagramming what people were doing.
Then Dan found that his data didn't quite match the simple model. There were unexplained gaps in the model.... because the events couldn't predict the behaviour/actions well enough. So, he re-examined the data and found the source of a gap: interruptions during the minutae set-up to handle a pre-existing interruption. SO, he re-wrote his model ...
Now, the model isn't the point, it's the creation of the model as part of the sensemaking process.
The more you know about the process of sensemaking, the better at sensemaking you'll be.
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