Using communication norms in socio-technical systems

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    Abstract

    Often socio-technical systems are designed simply on the basis of what the user asks, and without considering explicitly whether the required process structure is right and wrong. However, poor communication may cause many problems. Therefore, a design cycle should always include diagnosis, and in order to be systematic, the (process) diagnosis should be model-based and driven by explicit communication norms. Such a diagnosis process is outlined and illustrated with a case from a financial service process. Furthermore, it is shown that recognition of universal communication norms can also improve tool design and quality management of socio-technical systems in general. On the other hand, in a society whose communication component is becoming more prominent day by day, both as a reality and as an issue, it is clear that language assumes a new importance.
    Original languageEnglish
    Title of host publicationHandbook of Research on Socio-Technical Design and Social Networking Systems, Vol. 1
    EditorsB. Whitworth, A. de Moor
    Place of PublicationHershey, PA
    PublisherInformation Science Reference
    Pages224-235
    ISBN (Print)9781605662640
    Publication statusPublished - 2009

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    Weigand, H. (2009). Using communication norms in socio-technical systems. In B. Whitworth, & A. de Moor (Eds.), Handbook of Research on Socio-Technical Design and Social Networking Systems, Vol. 1 (pp. 224-235). Information Science Reference.