Cooperative dialogues during the shift change-over. Importance for the safety and reliability of production systems

During shift changeover, verbal communications between operators constitute a means of cooperating in order to continue actions and to carry out the process. The present study was aimed at analyzing verbal exchanges and consequently the role of this work phase. The paper proposes a method of analyzing verbal exchanges This method allows to follow the development of dialogues step by step and enables the operators' representation to be described as the dialogues unfolds. Dialogues observed in two industrial settings (paper manufacturing and nuclear power plant) are analyzed in two complementary ways. The analysis of the content of verbal exchanges (categorization) shows that these exchanges can be very different depending on the work situation (process state, work organization, last shift of the incoming operator...). More precise dialogues analyses show, in some cases, the construction by the operators of a shared functional representation. They consequently emphasize the importance of these exchanges for collective work. The results point out that these exchanges during shift changeover are not only an information transfer allowing actions related to the production process to be continued. They also allow cooperative problem solving and improvement of operators' expertise. On this basis, propositions related to the improvement of this work phase are made. (authors)