Technological Support for Group Work: The Merits and Limitations of Computer-Supported Cooperative Work

Abstract

There is a strong trend in American business towards the use of teams and groups. New products are being introduced to support this emerging work style. A new field of study, commonly known as computer-supported cooperative work (CSCW), has emerged which focuses on provided electronic support for group activities. One particularly active area is the electronic meeting room, where computers support teams meeting in the same time and place. These facilities typically provide meeting participants with a terminal, keyboard and mouse and link them to a large public display. Existing rooms, some of which have been in operation for several years, accommodate anywhere from two to 48 people. To date, most of the research attention has been devoted to developing the hardware and software for these facilities. This focus is shifting and research is now underway addressing the impact of CSCW on group performance and viability. This panel has three objectives: to discuss the merits and limitations of CSCW in the context of organizational, environmental and technological factors, to predict its potential impact now and in the future, and to discuss a research agenda. The opinions of the panelists are mixed. Some feel CSCW has already proven its value, even though the technology is in its infancy and the data are anecdotal–its worth will only improve with time. Others are concerned about trying to design and provide tools for a process that is not well defined or measured–other more important issues need to be addressed first. Consensus exists on the need for more empirical research, but the nature and priorities of that research agenda is a subject of debate.