Samenvatting

For successful execution of operational tasks within complex work situations, communication is essential. This ‘operational’ communication is analyzed to gain insight in the way the parties concerned put a similar meaning on the exchanged information. Or, as linguists call it: create shared understanding. This paper focuses on the characteristics of complex work situations, the methods of analyzing, and it indicates the preliminary results of the first field study. The final results consist of guidelines for the design of ICT-systems in order to realize a more effective and efficient way of communication.