Human Factors in the Design and Evaluation of Central Control Room Operations
...a fantastic book that shows what it takes to ensure support staff work and operate together, in a formal and efficient manner. The book integrates the topics of human factors and ergonomics to create an incredibly valuable tome. ... While the book was written primarily for control room settings, it is relevant for those in IT . ...If they have management support to deploy the formal methods detailed in the book, they will find that they can create significantly higher levels of customer and end-user satisfaction.                                      --Ben Rothke, writing onslashdot.org,March 1, 2010