Groupware support as a moderator of interdepartmental knowledge communication in process improvement groups: an action research study

Abstract

This paper presents a review of the organizational learning literature that points to process improvement (PI) groups as an appropriate too for organizational knowledge communication. Based on this review, the impact of support provided by a class of groupware systems, email conferencing (EC) on knowledge dissemination in organizations is examined in the context of PI groups. Data were collected through an action research project, in which the researcher facilitated seven PI groups in two organizations with the support of an EC system implemented with Novel/ Groupwise and using a group methodology for PI called MetaProi. The study suggests that, overall, EC support seems to have a positive impact on knowledge dissemination in organizations when used in combination with a group methodology for PI. EC support effects on PI groups can be summarized as: (a) a reduction in, first, the influence of distance and other physical obstacles to the participation of members from different departments in PI groups, and, second, in the disruption that group discussions are likely to cause for individual group members, particularly when these members are from different departments; (b) a reduction in interdepartmental conflict obstacles to the formation of PI groups; and (c) an increase or decrease in individual learning in PI groups, depending on the complexity of the issues being discussed and the clarity of electronic contributions by members. Organizational implications of these research findings are discussed.