Why the Critical Incident Analysis

I wasn't really sure about the critical incident analysis until I had finally chosen a topic, and then began to think about what the text says on pg. 91 about how analyzing processes that vary from instance to instance are more difficult than a concrete procedure.

Even though the buttons to click to create a website may seem like a concrete process, the actual practice of web-design definitely is approached differently from one person to the next. What helped me finally understand the purpose of the critical incident analysis was what was also said on pg. 91: "A critical incident analysis can identify the commonalities of various approaches."

Now it makes more sense. While many people design websites differently, I need to identify what is commonly done in creating "GOOD" websites.