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Using Communication Norms in Socio-Technical Systems

Using Communication Norms in Socio-Technical Systems
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Author(s): Hans Weigand (Tilburg University, The Netherlands)
Copyright: 2009
Pages: 12
Source title: Handbook of Research on Socio-Technical Design and Social Networking Systems
Source Author(s)/Editor(s): Brian Whitworth (Massey University (Albany), Auckland, New Zealand)and Aldo de Moor (CommunitySense, The Netherlands)
DOI: 10.4018/978-1-60566-264-0.ch016

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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.

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