Introduction to Socio-technical Systems
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Transcript of Introduction to Socio-technical Systems
Introduction to Socio-technical Systems
Brian Whitworth
Institute of Information and Mathematical Sciences, Massey University, Albany, New Zealand
Definition
• A socio-technical system (STS) is a social system that operates upon a technical base– Email is social communication by technology means.
• The term was introduced by the Tavistock Institute in the 1950’s as manufacturing needs of industry confronted the social needs of local communities, e.g. in English coalmines
• See http://www.strategosinc.com/socio-technical.htm
Facebook – Now 30 Million
Jeremy Zawodny
Systems Theory
• Socio-technical theory traces back to general systems theory (Bertalanffy, 1968)– Systems composed of autonomous yet
interdependent parts, that mutually interact to create an equally autonomous self-directing whole.
– System is the parts plus their interactions– It emerges from its components by feed-back and
feed-forward dynamics – Holistic systems can self-organize, self-reference
and self-maintain
Example: Pilot-Plane
• Mechanical (plane) system beside a human (pilot) – Different systems with different needs
• Human Computer Interaction (HCI) => the pilot must understand the plane which must fit the pilot
• In STS, plane plus pilot is a single system, with human and mechanical levels. – The pilot's body is just as physical as the plane. – Pilot adds a human thought level that sits above the plane’s
mechanical level, allowing "pilot + plane" system to strategize and analyze.
– Modern planes have computer information processing systems apart from HCI human and mechanical frame
– Many planes together allow a social group level
Socio-technical levelsLevel Discipline System Combination Examples
Community Sociology, Politics, Business
Social Socio-technical Systems (STS)
Culture, roles, laws sanctions
Individual Psychology, Biology
Cognitive Human Computer Interaction (HCI)
Attitudes, beliefs, ideas, opinions
Informational Computer Science, Information Science
Software (S/W) Technology
(H/W & S/W)
Programs, data, bandwidth, memory
Physical Engineering, Physics, Chemistry
Physical
Hardware (H/W)
Computer, mouse, wires, printer, keyboard
Table 1. Socio-technical levels
Web of System Performance Functionality
Extendibility Reliability
Privacy
Security
Usability
Flexibility
Connectivity
WOSP LEVELSPower
Permeability
Armor
Consumption
Mobility
Receptivity
Ruggedness
Stealth
a. Hardware Requirements
Functionality
Interoperability
Impenetrability
Latency
Autonomy
Connectivity
Inheritance
Modularity
b. Software Requirements
Capability
Extendibility
Security
Ease of Use
Flexibility
Richness
Reliability
Confidentiality
c. Human Requirements
Synergy
Openness
Identity
Morale
Freedom
Transparency
Order
Privacy
d. Communal Requirements
TECHNICAL REQUIREMENTS
SOCIAL REQUIREMENTS
System Requirements
STS System
Increasing Requirements
Group
Socio-Technical
Requirements
HCI System
Physical Requirements
Software System
Hardware System
Information Requirements
Personal Requirements
Communal Requirements
Society
Dependence
Emergence
. . . .Better
PerformanceHigher
Contexts
Organization
Community
Three Process Model
Process 1. Represent the Group
Who are we?(maintain group identity)
Process 2. Relate to others Who are you?
(maintain our relation)
Process 3. Resolve the taskWhat must I do?
(maintain the world)
Given my group, our relations must
be this way ...
Given our relations the task must be done this way ...
HUMAN BEHAVIOUR
1. Normative influence: Actions based on
group requirements
2. Relational influence: Actions based on
relational requirements
3. Task influence: Actions based on task
requirements
Human behavior arises from the interaction of
all three processes
Given my group, the task must be done
this way ....
causes
causes
causes
Communication Linkage
a. One-to-one
S R
b. One-to-one, two-way
S R
c. One-to-many
S R2
R1
R3
S2
S1
S3
R
d. many-to-one
S/R2
S/R1
S/R3
merged signal
Many-to-many, two-way
Communication Forms Linkage
Broadcast Interpersonal Communal
Express iveness
Streaming Recorded Streaming Recorded Streaming Recorded
Position
Flares Footprint, Track
Body posture, Gesture
Acknowledge Show of hands, Applause,
Web counter, Karma system, Tag clouds Online voting, Reputation system, Social bookmarks,
Document
Blackboard, PowerPoint
Web site, Blog, Poster, Photo Notice board, Book,
Sign language Texting, Email, Letter
Chat, Instant message
Social network Wikipedia, Emarket, Online community, Bulletin board, News feeds Online reviews Media sharing ListServ
Dynamic-audio
Radio, Loudspeaker, Soapbox
Podcast, Music down-load Record/ CD
Telephone, Skype
Answer-phone Radio talk-back, Conference call Choir,
Online talk-back? Online choirs/music groups?
Multi-media
Television, Movie, FTF speech, Show,
Online video, Videotape, DVD
FTF conversation
Video-phone FTF meeting, Cocktail party TV interviews
MMORPG Simulated worlds Video-conference
Killer App Main Human Role Main Computer Role
Email Create conversation Information transfer
Blogs Expression Information display
Wikipedia Create knowledge Version control and revert
E-bay Trade Calculate reputation ratings
Hypertext Make associations Connect links
Social Networks Make friends Open communication channels
Chat Group conversations Append to text stream
Browser Gather information Display and link URLs
Online games Play game Connect players to the game
Synergy/Defect Examples
Aim Examples Synergy Defection
Communicate Email, Chat, ListServ, IM
Shared communication: People send messages they otherwise would not
Spam: Spammers waste others time, giving spam filters.
Learn WebCT Moodle Blackboard,
Shared learning: Students help others learn, reduce teacher bottlenecks
Plagiarism: Students copy other student’s work, giving systems like Turnitin.com.
Knowledge Wikipedia, Tiddlywiki
Shared knowledge: Taps knowledge of the group, not just a few ”experts”
Trolls: Wikipedia’s monitors and rights fight “trolls” who damage knowledge.
Friends Facebook, Myspace
Relationships: People keep in touch with friends and family
Predation: Social network predators find victims, giving reporting and banishing
Keeping current
Digg, Del.icio.us
Shared bookmarks: Social bookmarks let people see what others look at.
Advocates: Who “digg” a site because of a vested interest, e.g. they own it.
Play Second Life, MMORPG, Sims
Shared play: An avatar experiences things impossible in reality.
Bullies/Thieves: “Newbies” robbed by veterans don’t return, so need “safe” areas.
Trade E-Bay, Craig’s List, Amazon
Item trading: People from anywhere exchange more goods.
Scams: Scammers are reduced by online reputation systems.
Work Monster Work trading: People find and offer work more easily.
Faking: Padded CVs and fake job offers need online reputation systems.
Down-load Webdonkey, Bit-Torrent Napster,
Shared down-loading: Groups share the processing load of file downloads.
Piracy: Napster was in conflict with society’s copyright laws, so closed down.
Media Sharing
Flickr, YouTube podcasting
Shared experiences: People share photos/videos with family/ friends.
Offensiveness: Editors remove offensive items—violence, porn, scatology…
Advice Tech help boards like, AnandTech
Shared technical advice: People who have solved problems can help others more easily.
Confusers: People who start new tracks rather than checking existing ones are relocated and scolded.
Express opinions
Slashdot, Boing-Boing, Blogs
Shared opinions: People express and read others opinions more easily
Caviling: People who “peck” new ideas to death—karma systems deselect them.
Socio-technical Design
Social Requirements
Technical Requirements
Socio-technical Design
Traditional Design
The Future• The future of software will be more about social than
technical design• If society believes in freedom, online personas should
belong to the person concerned• If society gives the right to not communicate so should
email• If society supports privacy, people should be able to
remove their personal data from online lists• If society gives people rights to the fruits of their labors
one should be able to sign and own one’s electronic work
• If society believes in democracy, online communities should elect their leaders
• Social principles should drive technical design.