Talking Resilience: Embedded Natural Language Cyber-Organizations by Design
Andrea Tomassi, Andrea Falegnami, Elpidio Romano
Abstract
This communication examines the interplay between linguistic mediation and knowledge conversion in cyber-sociotechnical systems (CSTSs) via the WAx framework, which outlines various work representations and eight key conversion activities. Grounded in enactivist principles, we argue that language is a dynamic mechanism that shapes, and is shaped by, human–machine interactions, enhancing system resilience and adaptability. By integrating the concepts of simplexity, complixity, and complexity compression, we illustrate how complex cognitive and operational processes can be selectively condensed into efficient outcomes. A case study of a chatbot-based customer support system demonstrates how the phases of socialization, introspection, externalization, combination, internalization, conceptualization, reification, and influence collaboratively drive the evolution of resilient CSTS designs. Our findings indicate that natural language serves as a bridging tool for effective sense-making, adaptive coordination, and continuous learning, offering novel insights into designing technologically advanced, socially grounded, and evolving sociotechnical systems.