There's an interesting article about addressing emotional aspects of technical interactions at
Sympathy vs. Empathy in UX
http://www.nngroup.com/articles/sympathy-vs-empathy-ux/
While this article is specifically written for the IT sector, I believe that it applies to the chemical safety world as well.
- Ralph
Ralph Stuart, CIH, CCHO
Environmental Safety Manager
Keene State College
603 358-2859
ralph.stuart**At_Symbol_Here**keene.edu
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