Analysis and design of process feedback in information systems: old and new wine in new bottles

Process feedback is information to decision makers about the decision-making process designed to change the way they make decisions. Information technology offers new opportunities to generate and provide process feedback during human-computer interactions for decision making, but there is growing evidence that the effectiveness of feedback is sensitive to its content and form. This paper proposes a framework for analyzing and designing process feedback. The framework describes the interaction between the decision task, the corresponding decision behavior, and the feedback. Using this framework, the paper demonstrates how to prescribe the content and form of process feedback. Thus, this work offers a unified framework for constructing testable propositions on the content and form of interactive feedback as a basis for future research. It suggests that the specification of feedback become an essential activity in building interactive information systems.