Metrics, Metrics, Metrics, Part 2: Universal Metrics?

A previous article in this department from 2008 introduced the topic of measures and metrics. The focus of that essay was on measurement of the "negative hedonics" of work-the frustrations, uncertainties, mistrust, and automation surprises caused by poorly designed technology that is not human-centered. This second article focuses on the concept of "metrics" and issues related to it. Following a discussion of relevant issues, we present an immodestly bold proposal for a set of universal metrics.