The potential risk of communication media in conveying critical information in the aircraft maintenance organisation: a case study

Shukri, S Ahmad; Millar, Robert McColl; Gratton, Guy; Garner, Mark

doi:10.1088/1757-899x/152/1/012044

Cited by 6 publications

(5 citation statements)

References 5 publications

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“…The Federal Aviation Administration issued guidance to help determine whether the aviation personnel in question meets English language requirements [17]. Another country we can mention is Malaysia which adopted English language requirements for aircraft technicians due to the concern over the increasing number of incidents resulting from the lack of knowledge of the English language, such as misinterpretations of aircraft maintenance manuals [18]. The Department of Civil Aviation of Malaysia decided to adopt and expand the Language Proficiency Requirements published by ICAO to the aircraft maintenance personnel.…”

Section: Aviation English In Aircraft Maintenancementioning

confidence: 99%

“…It is important to note that even when a message is encoded perfectly by the sender, with all external and internal barriers eliminated, and the receiver understands the message, there is still a place for error caused by human factors [28]. During communication, it is essential to pay attention to the feedback, which must be present to achieve effective communication.…”

Section: Aviation Communication In Aircraft Maintenancementioning

confidence: 99%

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Evaluation of Different Types of Communication Used in Aircraft Maintenance

2023

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Aircraft maintenance is an essential part of aviation that ensures the safety of the aircraft, which is achieved by effective communication. Since English is the language of aviation, it is also present in aircraft manuals and other necessary documentation for aircraft maintenance. The data was gathered by means of a questionnaire at the MRO facility in Eastern Slovakia and was processed by the statistical software Jamovi. This research besides other findings revealed that the most common types of communication are; reading the written text and engaging in dialog. This article revealed the importance of continuous training in the English language.

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Section: Aviation English In Aircraft Maintenancementioning

confidence: 99%

Section: Aviation Communication In Aircraft Maintenancementioning

confidence: 99%

Evaluation of Different Types of Communication Used in Aircraft Maintenance

2023

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“…In the aircraft maintenance environment, a model of communication fault was developed by Shukri, Millar, Gratton and Garner [33] that was inspired by Cushing's [34] detailed overview of communication failures between pilot and a traffic controller. In this model there are six message characterisations: "(a) A message that is unavailable; (b) A message that is available but incomplete; (c) A message that is available, complete but incorrect; (d) A message that is available, complete, correct but not clear; (e) A message that is available, complete, correct, clear but not understood; and (f) A message that is available, complete, correct, clear, understood but mistakes still happen due to human factors" [33].…”

Section: Miscommunicationmentioning

confidence: 99%

“…More recent studies indicate that written communication can be more prone to mistakes than oral communication during critical maintenance tasks. The reason is that in oral communication any clarification is easier to obtain, so more human errors, that affect aircraft safety, are detected [33].…”

Section: Areas In Aviation Maintenance Prone To Communication Failurementioning

confidence: 99%

The Unexplored Link between Communication and Trust in Aviation Maintenance Practice

et al. 2019

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Communication and trust are fundamental factors in the operation of complex and highly regulated industries like aviation maintenance. This article reviews two preconditions of human error: communication and trust, as well as the way these are linked as aviation researchers have only recently started to study factors not individually, but rather by combining their effects. Communication is essential in the exchange of information and knowledge in aviation maintenance. The conditions that make communication effective and miscommunication avoidable are explored. Next, ways of communication, like aircraft maintenance documentation, are discussed along with appreciation of how communication is valued in aviation maintenance. Trust within different aspects of maintenance practice (interpersonal trust, trust towards technology, initial levels of trust) is presented and analysed, as well as examined as a prerequisite of effective communication. The characteristics of trust, its forms and results are identified in the literature with limited sources from the aviation bibliography, as it is a domain barely explored. Therefore, a gap has been identified in the study of trust and the exploration of the combined traits of communication and trust in aviation maintenance. Recommendations for additional research in this field are provided.

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“…In the meantime, documentation errors can be attributed to incorrect, insufficient or unavailable information. Written media such as manuals, emails and software have a higher risk in conveying critical information in an aircraft maintenance organisation compared to verbal media [12]. Misunderstanding transpires from written information that has been transferred between departments could affect the aircraft's safety and efficiency.…”

mentioning

confidence: 99%

The root cause of ability and inability to assemble and install components using written manual with or without diagrams among non-native English speakers: Root cause analysis

Shukri

Millar

Gratton

et al. 2017

IOP Conf. Ser.: Mater. Sci. Eng.

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Abstract. Documentation errors and human errors are often claimed to be the contributory factors for aircraft maintenance mistakes. This paper highlights the preliminary results of the third phase of a four-phased research on communication media that are utilised in an aircraft maintenance organisation. The second phase has looked into the probability of success and failure in completing a task by 60 subjects while in this third phase, the same subjects have been interviewed immediately after completing the task by using Root Cause Analysis (RCA) method. It is discovered that the root cause of their inability to finish the task while using only written manual is the absence of diagrams. However, haste is identified to be the root cause for the incompletion of the task when both manual and diagram are given to the participants. It is observed that those who are able to complete the task is due to their reference to both manual and diagram, simultaneously. IntroductionCommunication plays the pivotal role in conveying the critical information in any aircraft maintenance organisation. Many previously conducted researches suggest that human mistakes and documentation errors have contributed to the aircraft delays, incidents and accidents [1][2][3][4][5][6][7][8][9][10][11]. Human errors are related to poor language proficiency, inexperience, lack of knowledge, misunderstood or unused information and time constraint. In the meantime, documentation errors can be attributed to incorrect, insufficient or unavailable information. Written media such as manuals, emails and software have a higher risk in conveying critical information in an aircraft maintenance organisation compared to verbal media [12]. Misunderstanding transpires from written information that has been transferred between departments could affect the aircraft's safety and efficiency. This is supported by the argument that the richness of information through written media is lacking, thus it creates ambiguity [13,14]. The vagueness of the message in written media can have serious effects when maintenance personnel perform their task by referring to these task cards and maintenance manuals that contain unclear, incorrect and insufficient information. With this notion in mind, this study looks into the root cause of the ability and inability to assemble and install the components by referring to manual with or without diagram.

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The potential risk of communication media in conveying critical information in the aircraft maintenance organisation: a case study

Cited by 6 publications

References 5 publications

Evaluation of Different Types of Communication Used in Aircraft Maintenance

Evaluation of Different Types of Communication Used in Aircraft Maintenance

The Unexplored Link between Communication and Trust in Aviation Maintenance Practice

The root cause of ability and inability to assemble and install components using written manual with or without diagrams among non-native English speakers: Root cause analysis

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