On the organisation of form-filling behaviour
Given the ubiquity of transactional forms it is surprising that so little is known about the dynamics of the form-filling activity itself This paper reports a detailed observational study of the reading and routing activities of subjects as they filled in a DHSS postal claim form. The results of this study suggest a number of broad principles which appear to govern the interaction of subjects with the written material of the form. The local application of these principles in the context of a form-filling history can account for idiosyncrasies in form-filling behaviour. This interpretation is consistent with the view that form-fillers employ a conversational model of form-filling, despite the static nature of the paper medium through which it is conducted.
Published online: 01 January 1986
Cited by 11 other publications
Frohlich, David & Paul Luff
Gillespie, Alex & Helen Moore
Jansen, Carel & Michaël Steehouder
Neutelings, Rob & Henk Pander Maat
Stiff, Paul, Paul Dobraszczyk & Mike Esbester
This list is based on CrossRef data as of 01 february 2021. Please note that it may not be complete. Sources presented here have been supplied by the respective publishers. Any errors therein should be reported to them.