DEFINING REAL-WORLD PROBLEMS - A CONCEPTUAL LANGUAGE

Problem definition-verbally or otherwise representing a problematic situation-is a critical element of the problem solving process. It plays an equally important role in the systems development process. Representations are necessarily expressed in a medium or language, ranging from the symbols used in formal models to the natural language verbalizations of laypeople. After discussing the central issues involved in representing problem situations, this paper reviews the many approaches to problem definition proposed by theorists. These approaches are evaluated against norms of validity-a definition's correspondence with reality-and generativity-its ability to promote effective problem solving. The paper then reports the results of a study of problem definitions produced by practicing managers responding to actual organizational problems. This study led to the development of a conceptual language and related coding scheme for the analysis of real world problem definitions. The study clarifies the origins of the great variety of problem definitions proposed by different people for a given situation. It also suggests the existence of certain characteristics, termed situational structures, that are defining of a problem and of problem types. For instance, a problem can involve a direct conflict between agents, an incompatibility or mismatch between various elements, or an imbalance in the levels of different constituents. Opportunities for research on problem definition and applications to such fields as software engineering are discussed in concluding the paper.