An empirical examination of software-mediated information exchange and communication richness

We report on a two-part longitudinal study of computer-supported cooperative work. It focuses on the impact of coordinating and enabling technologies through an examination of computer-supported information exchange patterns. Colleagues were required to work together to complete a project within a specified time frame. The patterns of information exchange observed in this environment provide evidence as to which aspects of groupware are perceived as helpful by users, and provide an impetus for further research.

The objectives of this research are to: 1) examine patterns of information exchange in order to provide descriptive data on the process of using groupware; and 2) identify factors that need to be considered for effective and efficient use of groupware in a CSCW environment. The two studies allow for an investigation of the difference between 1) small novice-user groups formed across class sections (locations) with each group responsible for developing a complete proposal and 2) a large experienced-user group formally divided into subgroups, with each subgroup responsible for developing a portion of a proposal.

In the first study, participants were graduate students in an advanced information systems course. The research task was to develop a proposal for a company with inventory data control and other related problems (inefficient production layouts and machine utilization) in a simulated business information systems consulting environment. There were six teams with four or five participants on each team. Each team was split across two sections of the course. Differential information was provided to each section and team members were encouraged to use the groupware for communications concerning the project. The participants were novice users of the software.

In the second study, participants were graduate students in a data communications and networking course. All nine had taken the previous course and were experienced with the groupware. The research task was a team network analysis and design project. Participants were encouraged to use the groupware for communications as in Study 1. They were divided into three teams of three, with one team responsible for the LAN portion of the proposal, the second team responsible for the WAN portion, and the third team responsible for the integration of the LAN and WAN material, and for the development of the proposal package. A graduate student who had previously taken the course acted as project manager.

After participants had completed the two projects, the messages were categorized using a previously developed coding scheme. The message frequency and type yielded descriptive information regarding the impact of the technology on interactions among participants, and the relationship between decision outcomes and patterns of information exchange.

The findings include: 1) the groupware used needs to be matched to the task, group structure, and environment; 2) minimal social use of the system occurred over time; 3) the message mix tended to shift from scheduling and coordinating efforts to task-related efforts as deadlines loomed; and 4) the system provided descriptive information on team work habits. These patterns and other qualitative data gathered from participants provide insight into the use of the groupware, group behavior, and the importance of group structure, task, and environment.