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An organization operating and managing a complex adaptive information and communications technology (ICT) system is said to be anti-fragile when, over time, the organization is able to protect the user population from serious consequences of system failures and simultaneously provide digital services fulfilling the users’ changing needs. According to Chap. 2, failures are inevitable in a complex ICT system. Unless a user population has a high level of trust in the system, the population may abandon the system after a failure. Hence, any anti-fragile organization running a complex ICT system must maintain a high level of trust over time to keep their users after inevitable system failures.
- The Need to Build Trust
Kjell Jørgen Hole
- Chapter 3
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