Understanding Collaborative Problem-Solving on the Move: A Design Science Research Journey

Rosemary Francisco,Amarolinda Da Costa Zanela Klein

doi:10.1590/1807-7692bar2020180145

Rosemary Francisco, Amarolinda Da Costa Zanela Klein

Open Access

https://doi.org/10.1590/1807-7692bar2020180145

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Abstract

Abstract The emergence of globally distributed teams and the evolution of mobile technologies have increased the number of mobile knowledge workers (MKW). MKW are professionals who frequently work on the move, far from a fixed workplace, performing knowledge-intensive activities. MKW often work alone, which leads them to face constant challenges in their work practices and difficulties to get timely knowledge to solve their problems alone. Still, little is known about how the collaborative problem-solving is carried out in the MKW’s context. To address this gap, we adopted the Design Science Research (DSR) as a research method, and we applied activity theory (AT) and expansive learning as theoretical foundations to understand the MKW’s context. We created an artifact - a method implemented via a mobile app - to support collaborative problem-solving processes on the move, which allowed us to understand better how these processes occur, contributing not only to problems resolutions but also to organizational learning.

Highlights

The work output of knowledge workers is mainly intangible, analytic, creative, and digital, which increasingly affords them to go mobile (Jarrahi, Nelson, & Thomson, 2017)
We present the details of the artifact created to help to solve this problem, followed by the results of its evaluation
The adoption of the Design Science Research (DSR) method allowed a deeper understanding of the research problem, the challenges faced by the MKW to solve problems on the move, and the limitations of the current tools used by them with this purpose

Summary

Introduction

The work output of knowledge workers is mainly intangible, analytic, creative, and digital, which increasingly affords them to go mobile (Jarrahi, Nelson, & Thomson, 2017). Knowledge Workers (MKW) tend to use mobile ICT to support their work and to get access to people and information (Karanasios & Allen, 2014). This way of performing their work practices anytime, anywhere, allows them to work where the results are better achieved (Harmer & Pauleen, 2012). Previous literature already indicated that one of the main challenges is the MKW’s relationship with their colleagues, affecting the related learning and collaborative processes, and their participation in organizational activities in general (Koroma, Hyrkkänen, & Vartiainen, 2014). Working on the move can negatively affect organizational inclusion and the sense of belonging to a work team (Chen & Nath, 2008)

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