Sociotechnical walkthrough: a means for knowledge integration

Purpose – The purpose of this research is to show that for the successful development of socio‐technical systems it is essential that various stakeholders are able to integrate their different knowledge and perspectives. A method that supports knowledge integration in the course of introduction and development of socio‐technical systems is the Socio‐technical Walkthrough (STWT). The paper describes the characteristics of the STWT method and the potential to support knowledge integration. Design/methodology/approach – The theoretical approach of the STWT is closely related to the notion of socio‐technical systems. Starting with the historical development of this term, the authors saw the necessity to adopt elements of newer system theory so as to achieve a better understanding of the conditions under which a social system and a technical system can be integrated. Based on two empirical case studies (university library/logistic enterprise goes Web) the authors show empirical evidence, that the STWT is especially suitable when supporting certain kinds of knowledge integration. Findings – The STWT is a method which is flexible and has the ability to integrate different viewpoints, to document the results of this integration, and to promote the development of a socio‐technical system which follows common design principles. Using two empirical case studies, the authors derived a list of categories which characterize the knowledge which should be integrated when a socio‐technical system is developed (e.g. agreements concerning the usage of a software system). Those elements of the STWT method which have a positive effect on knowledge integration are highlighted (e.g. continuously combining communication processes and graphical documentations). Originality/value – Further research is necessary so as to understand how the exchange of knowledge and its integration takes place during workshops to design sociotechnical systems and how the methods can be improved and become more reliable. There also has to be a better understanding of the effect of different kinds of diagrammatic representations and the ways to refer to the representations during an STWT.