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One of the main challenges raised by software-intensive systems resides in the fact that their complexity derives not so much from their size but the number and nature of the interactions that characterise their behaviour. In this paper, we discuss one of the aspects that contribute to this kind of complexity - that, more and more, people are involved, not as users, but as integral players of such systems - which requires research that can lead to new methods and techniques for engineering what are called `socio-technical systems'.