Communication patterns in computer mediated versus face-to-face group problem solving

Abstract

Research has shown that when group problem solving is computer mediated, communications become more task oriented with clearer role expectations, while face-to-face communications are more cohesive and personal. None of this research has examined those patterns of interactions in terms of the problem solving activities engaged. In this study, we compared the perceptions of participants, the nature of the comments made, and the patterns of communication in face-to-face and computer-mediated groups in terms of problem-solving activities while solving well-structured and ill-structured problems. The quantity of messages in the computer conference was smaller but more task related than in the face-to-face conversations because participants reflected more on ideas and perspectives in reaching their decisions. A cluster analysis of communication patterns showed that computer-mediated group decisions more closely resembled the general problem-solving process of problem definition, orientation, and solution development as group interaction progressed, while the face-to-face group interactions tended to follow a linear sequence of interactions. Participants who solved problems through computer conferencing were more satisfied with the process and believed that there was a greater quality in the problem-solving process.