Clarifying the nature of failure in sociotechnical systems: ambiguity-based failure and expectation-based failure

While systems engineers and philosophers of technology have analysed failure in artefacts, the nature of failure in sociotechnical systems has been largely underdeveloped. Sociotechnical systems differ from artefacts in that they are made up of relationships between people and technologies, and this difference means that failure needs a different analysis. In this article, we provide an account of two kinds of malfunctioning in sociotechnical systems. To accomplish this, we draw on resources from the disciplines of Human Factors, Systems Engineering, and Philosophy of Technology. We offer an account of two kinds of malfunction that are not only dependent on functions but also on roles of people involved in the functioning of sociotechnical systems. Hence, we aim to broaden the discourse of malfunctions in sociotechnical systems in terms of relations (relational roles). Primarily, we address two roles of users and operators and show how these different roles involve different kinds of malfunctions. Specifically, we highlight that two kinds of malfunctions can occur in sociotechnical systems: ambiguity-based failure and expectation-based failure.