Conversation-Oriented Decision Support Systems for Organizations

Abstract

This chapter proposes concepts for designing and developing decision support systems that acknowledge, explore and exploit the fact that conversations among people are the top-level “supporting device” for decision-making. The goal is to design systems that support, configure and induce increasingly effective and efficient decision-making conversations. This includes allowing and motivating participation in decision-making conversations of any people who may contribute positively to decision-making and to the quality of its outcomes. The proposal sees the sum total of decisions being taken in an organization as the global decision process of the organization. The global decision process of the organization is structured in decision processes corresponding to organizational domains. Each organizational domain has associated a unit decision process. If the organizational domain contains organizational sub-domains, then its compound decision process is the union and composition of its unit decision process and the unit decision processes of its sub-domains. The proposal can be seen as extending, enlarging and integrating group decision support systems into an organization-wide system. The resulting organizational decision support system, by its conversational nature, may become the kernel decision support system of an organization or enterprise. In this way, the global decision process of the organization may be made explicit and monitored. It is believed that this proposal is original.