Contents	6
	List of Contributors	7
	Introduction: A new Perspective on the Dependability of Software	9
	Chapter 1 Trust and Organisational Work - Karen Clarke, Gillian	26
	1. INTRODUCTION: NOTIONS OF TRUST	26
	2. TRUST AND PAPER RECORDS	31
	3. TRUST & COMPUTER SYSTEMS	34
	4. CONCLUSION: OCCASIONING TRUST	42
	REFERENCES	43
	INTRODUCTION	46
	Chapter 2 When a Bed is not a Bed: Calculation and Calculability in Complex Organisational Settings	46
	1. INTRODUCTION	46
	2. GOOD REASONS FOR BAD RECORDS:REPRESENTING THE WORK	48
	3. THE ABIDING CONCERNS OF THE ORGANISATION: BED MANAGEMENT.	51
	4. ‘MINUS NINE BEDS’	53
	5. CALCULATION AND CALCULABILITY	55
	6. CAUTIONARY TALES FOR THE DESIGN OF SITUATED AND PUBLIC DISPLAYS	61
	REFERENCES	62
	Chapter 3 Enterprise Modeling based on Responsibility	64
	1. INTRODUCTION	64
	Modeling a Socio Technical System	65
	The Core Concepts: Role and Responsibility	67
	2.RESPONSIBILITY AND THE RESPONSIBILITY RELATIONSHIP	68
	The Nature f he Responsibility Relationship	68
	The Responsibility - Obligation - Activity Relationship	70
	Delegation of Responsibility	71
	Functional and Structural Obligation	73
	Types of Structural Relationship	75
	3. CONVERSATIONS	77
	Attributes of Conversations	78
	The Composition of Roles	80
	Combining Theoretical Roles	81
	Applying the Normative Framework to Market Conversations	82
	4.HEALTH ENTERPRISE: AN EXAMPLE OF RESPONSIBILITY MODELLING	84
	Introduction	84
	The Basic Model	84
	Health Care Delivery	85
	Constructing a Health Sector	88
	Instruments, conversations and activities	90
	5. RESPONSIBILITY MODELLING IN THE DESIGN PROCESS	91
	ACKNOWLEDGEMENTS	92
	REFERENCES	92
	Chapter 4 Standardization, Trust and Dependability	94
	1. INTRODUCTION	94
	Standards, trust and the dependability of socio- technical systems	95
	Socio-technical approaches to standardization	97
	Levels of standardization	99
	2. THE TRANSFER OF DEPENDABLE PRODUCTION PROCESSES: THE CASE OF COMPUTERCO	101
	Sources of inter-site heterogeneity	101
	The ‘Exception Process’ and the reduction of diversity	103
	Standardization and the persistence of diversity	104
	Standardization and Trust as two different modes of coordination across heterogeneous cultures and organizations	106
	3. STANDARDISING ACROSS HETEROGENEOUS ORGANISATIONAL DOMAINS AND COGNITIVE STRUCTURES: THE CASE OF MOTORCO8	107
	4. NHS URBAN	113
	Organizational and professional complexity and variety	114
	Old and new systems	115
	The Contact Purpose menu	116
	The clinical view	117
	The administrative view	118
	Accommodating diversity: managing standardization?	119
	5. DISCUSSION	121
	6. CONCLUSIONS	126
	ACKNOWLEDGEMENTS	127
	REFERENCES	127
	Chapter 5 ‘Its About Time’: Temporal Features of Dependability	130
	1. INTRODUCTION: TIME	130
	2. TIME AND TECHNOLOGY	131
	3. TIME IN MEDICAL SETTINGS - ILLNESS TRAJECTORY AND RHYTHM	134
	4. “IMPROVING KNIFE TO SKIN TIME": TIME, NEW PROCESS MODELLING AND TECHNOLOGY	138
	5. TIME AND PROJECT WORK: TEMPORAL ASPECTS IN DEVELOPING A DEPENDABLE EPR	139
	6. CONCLUSION: DESIGNING SYSTEMS IN TIME	142
	REFERENCES	144
	Chapter 6 Explicating Failure	148
	1. INTRODUCTION: EXPLICATING FAILURE	148
	2. 'RED HOT' FAILURE	150
	The roughing process	151
	3. ENSURING DEPENDABLE PRODUCTION: COORDINATION, PLANNING AND AWARENESS	153
	Coordination:	153
	Dependability, plans and procedures	155
	Dependability and Awareness:	156
	4. BLINDED BY THE LIGHT: ORGANISATIONAL RESPONSES TO FAILURE	158
	Workaday and catastrophic failures	160
	Safety Strategies	160
	SPADs: Different Perspectives	161
	5. DISCUSSION: EXPLICATING FAILURE AND DEPENDABILITY	163
	REFERENCES	168
	Chapter 7 Patterns for Dependable Design	172
	1. INTRODUCTION: DESIGN AND THE SOCIAL SCIENCES	172
	2. DESIGN AND THE PROBLEM OF GENERALISATION	174
	3. PATTERNS AND PATTERN LANGUAGES	174
	Principles of Pattern Generation	176
	Developing a Descriptive Pattern Language	177
	4. PATTERNS OF COOPERATIVE INTERACTION	178
	The Patterns Collection	179
	5. THE PATTERNS COLLECTION: SCENARIOS OF USE	185
	Specific Use: scenarios and reflections	185
	6. PATTERNS FOR DEPENDABILITY	187
	7. CONCLUSION	190
	ACKNOWLEDGEMENTS	191
	REFERENCES	191
	Chapter 8 Dependability and Trust in Organisational and Domestic Computer Systems	194
	1. INTRODUCTION: DEPENDABILITY AND DOMESTIC SYSTEMS DOMESTIC SYSTEMS	194
	2. DEPENDABILITY - A TECHNICAL PERSPECTIVE	196
	A dependability model for domestic systems	205
	3. DEPENDABILITY - A HUMAN PERSPECTIVE	202
	4. DOMESTIC SYSTEMS DEPENDABILITY	204
	5. DEPENDABILITY, TRUST AND DISCRETIONARY SYSTEMS DESIGN	213
	6. CONCLUSIONS	216
	ACKNOWLEDGEMENTS	217
	REFERENCES	217
	Chapter 9 Understanding and Supporting Dependability as Ordinary Action	220
	1. INTRODUCTION	220
	2. METHODOLOGY	222
	3. THE CASE STUDY	223
	4. DOING DEPENDABILITY: NORMAL NATURAL TROUBLES	224
	5. DEPENDABILITY AND I T SYSTEMS IMPLEMENTATION	230
	6. DEPENDABILITY AS A MEMBERS' PHENOMENON	233
	7. DEPENDABILITY AS ORDINARY ACTION	235
	8. CO- REALISING DEPENDABILITY IN IT SYSTEMS	237
	9. CONCLUSIONS	238
	ACKNOWLEDGEMENTS	240
	REFERENCES	240
	Chapter 10 The DIRC Project as the Context of this Book	242
	1. THE DIRC PROJECT AS THE CONTEXT OF THIS BOOK	242
	REFERENCES	246