The language-action perspective as a basis for communication support systems

The challenges faced by the Communication Support Systems (CSS) such as email, instant messaging, electronic meetings, videoconferencing, voice mail, and online transactions to support communication in a business organization, are discussed. The cross-departmental collaboration, diverse thinking, and knowledge sharing in a successful organization require complex and intense communication based on argumentations. In a Language-Action Prespective (LAP), emphasis is laid on goal-oriented communication and rationality, and complexity is overcome by employing communication strategies that according to speaker's intentions and to situations. CSS also considers multiple levels of communication such as speech acts, descending on core message, context, and intentions, and ascending on higher interactions including the characterization of situation. Other technologies like LAP must be developed to identify situations for adapting communication.