to using this method, as shown below. Overall, however, CIT has been demonstrated to be a sound method since first presented in 1954. Relatively few modifications have been suggested to the method in the more than 50 years since it was introduced, and only minor changes have been made to Flanagan's original approach, indicating reasonable robustness. Advantages Flexible method that can be used to improve multi-user systems. Data is collected from the respondent's perspective and in his or her own words. Does not force the respondents into any given framework. Identifies even rare events that might be missed by other methods which only focus on common and everyday events. Useful when problems occur but the cause and severity are not known. Inexpensive and provides rich information. Emphasizes the features that will make a system particularly vulnerable and can bring major benefits (e.g. safety). Can be applied using questionnaires or interviews. Easy to understand. Disadvantages A first problem comes from the type of the reported incidents. The critical incident technique will rely on events being remembered by users and will also require the accurate and truthful reporting of them. Since critical incidents often rely on memory, incidents may be imprecise or may even go unreported. The method has a built-in bias towards incidents that happened recently, since these are easier to recall. Respondents may not be accustomed to or willing to take the time to tell (or write) a complete story when describing a critical incident. Since this method is based on incidents it does not say anything about the everyday situation so it is not very representative. References Bibliography Examples in informatics / case studies Stach, A. and Serenko, A. (2010). "The impact of expectation disconfirmation on customer loyalty and recommendation behavior: Investigating online travel and tourism services". Journal of Information Technology Management XX(3): 26–41. Providing Critical Incident Stress Debriefing (CISD) to Individuals & Communities in Situational Crisis, Joseph A. Davis, PhD, LLD(hon), B.C.E.T.S., F.A.A.E.T.S. 1998 by The American Academy of Experts in Traumatic Stress, Inc. Use of the critical incident technique in primary care in the audit of deaths by suicide, Redpath, A Stacey, E Pugh and E Holmes County Durham Health Authority, UK. Audit of deaths in general practice: pilot study of the critical incident technique, Berlin A, Spencer JA, Bhopal RS, van Zwanenberg TD. Medical School, University of Newcastle upon Tyne. Effect of cross-functional integration between operations