Complexity theory and engaged research : critical incidents in the Sydney rail system

This article reports on a study of Sydney's rail system to argue that engaged research requires a problem-oriented complexity framework. This needs a richer method drawing on ideas from more scientific and mathematical forms of complexity/chaos theory to complement cultural studies understandings of complexity. The paper develops the idea of critical incidents as a bridge between science, cultural studies and business, and uses it to analyse small and large problems of Sydney rail, from loose roof-hatch bolts to communication problems in the organization. It also proposes a strategy, virtual trialogues, to construct a manageable intermediate level of complexity and analyse it by adapting digital software.