Work-arounds, make-work, and kludges

Paradigms are often defined partly in terms of what they are not, or in terms of what they are reacting against. The paradigm of human-centered computing is no exception. We discuss about a user-hostile system. We decided that the terms kludge and work-around, and also the related concept of make-work, has yet to be clearly defined for the intelligent systems community. Human-centered systems are different from user-hostile systems as well as from systems based on a designercentered approach. We try to clarify the senses of these three terms and suggest ways we might study work-around, makework, and kludges as an integral part of human-computer systems-rather than as embarrassing necessities that are best swept under the computing research rug.