Computer Assisted Alerts Using Mental Model Approach for Customer Service Improvement


Warning alerts are specially designed to protect user rights and safety to avoid serious damage caused by overlooking the essence of warning alerts. Today’s world of Information Communication Technology (ICT) needs improvement and to review the decisions of security experts in terms of improving warning designs and dialogues, and timely inform the authorities to take quick action at the right time and choice. Human behaviour is deeply involved in most of the security failures and its poor response. If we are able to check and monitor human behaviour in any organisation, we can achieve quality assurance and provide best services to our customers. We have arranged a study in the Center of Post Graduate Studies, International Islamic University, Malaysia (CPS-IIUM), department of Hajj Services-Makkah, and Hospital Management System-Makkah comprised of Observation, Interviews, Questionnaire and discussion based on organizational structure and job activities of people involved in different scenarios and positions under one umbrella of organizational objectives in order to trap the human error in order to take rapid action and response from the management team. Human behaviour is deeply observed and checked while performing different job activities in order to identify the serious errors at the right time during job performance at various levels. We have applied the concept of Brahm’s Language for the simulation of human behaviour which proves an opportunity to simulate human behaviour while performing job activities. Customer service can be improved easily if necessary measures and decisions are taken at the right time and place in any organisation.

Share and Cite:

A. Ghaffar, M. Wahiddin and A. Shaikh, "Computer Assisted Alerts Using Mental Model Approach for Customer Service Improvement," Journal of Software Engineering and Applications, Vol. 6 No. 5B, 2013, pp. 21-25. doi: 10.4236/jsea.2013.65B005.

Conflicts of Interest

The authors declare no conflicts of interest.


[1] C. Bravo-Lillo, L. F. Cranor, J. S. Downs and S. Komanduri, “Bridging the Gap in Computer Security Warnings - A Mental Model Approach,” IEEE, 2011.
[2] M. Sierhuis and W. J. Clancey,“Modeling and Simulating Work Practice: A Method for Work Systems Design,” IEEE, 2002.
[3] L. JEAN CAMP, “Mental Models of Privacy and Security,” IEEE, Tech & Society Magazine, FALL 2009.
[4] C. Bravo-Lillo, L. F. Cranor, J. Downs, S. Komanduri and M. Sleeper, “Improving Computer Security,” P. Campos et al. (Eds.): INTERACT 2011, Part IV, LNCS 6949, pp. 18–35.
[5] L. F. Cranor, “A Framework for Reasoning About The Human in the Loop,” Carnegie Mellon University.
[6] J. Blythe USC, Jean Camp, Vaibhav Garg,“Targeted Risk Communication for computer security,” IUI11, California, USA, 2011.
[7] J. Blythe, A. Botello, J. Sutton, D. Mazzocco, J. Lin, M. Spraragen and M. Zyda, “Testing Cyber Security with Simulated Human,” 2011.
[8] G. S. Poh, N. N. Abdullah, M. R. Z’aba and M. Ridza Wahiddin, “Reasoning of Collaborative Human Behaviour in Security-Criticial Work Practices: A Framework,” Atlantis Press 2012.
[9] J. Blythe, A. Botello, J. Sutton, D. Mazzocco, J. Lin, M. Spraragen and M. Zyda, “Testing Cyber Security with Simulated Human,” Copyright 2011, Association for the Advancement of Artificial Intelligence.

Copyright © 2023 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.