Computer Supported Cooperative Work (CSCW) and Computer Mediated Communication (CMC)

CSCW and CMC CMC –Any form of computer-mediated communication – , chat, MOOs and MUDs… CSCW –Goal-oriented activity –Defined domain of activity –(Usually) defined group –Organizational context

Types of CSCW systems Meeting support Shared drawing, collaborative writing Awareness Workflow Organizational memory Toolkits Computer supported collaborative learning Other computer mediated communication ( etc.)

CSCW Issues Designers: Designing effective systems Organizations: –Choosing systems appropriate to task & org –Choosing tasks appropriate to CSCW & technology –Ensuring adoption and effective use of systems –Making needed organizational changes to ensure adoption and use –More generally, understanding how organizational change comes about, is effectively managed

CSCW Research Technologists –Systems design Social scientists –What social science can contribute to designing systems that work well and will be used –What soc sci can contribute to organizational understanding and action -- how do work, social relations change with collaborative tech? –What CSCW reveals about collaboration Collaboration between them –Crossing the “divide” between social and technical

Issues in CSCW Research Understanding cooperative work –Offline – and implications for online How do we manage interactions offline? Supported existing effective work AND social practices Helping in transition to, use of new technology –Online Implications for design Implications for organizational practices, policies Understanding collaborative activity online Designing groupware –Technical issues –Social, organizational issues

Concerns of CSCW/CMC Users Trust Credit, intellectual ownership The workload of making information available to others Reward systems/incentives Privacy Accountability: –Being held responsible for one’s actions – outcomes, rewards, penalties –Needing to account for one’s actions – explanation, justification

Dimensions of Collaborative Work Co-located vs. remote Synchronous vs. asynchronous Degree/type of interdependence of work –Serial, parallel dependence; interdependence… Nature of the task Tools required (e.g. drawing, visualization)

Participants Shared goals Power relations Similarity –Culture, experience, age, sex, profession, education… Degree of closeness, acquaintance –Work history, experience working together –Informal interaction Perceived trustworthiness –Capability Training, qualifications; prior experience together –Reliability –Deception, competition…

Technology Sociotechnical systems –Fit with practices, understandings… –Process vs. practice Adaptability, flexibility Medium richness Support for informal interaction, social negotiation, emerging norms – “back channels” Ability to handle exceptions Awareness Control over visibility of communications exchanges/info Reliability! Durability (may be preferred or not – how easy to convert if don’t like it?)

Orlikowski I: Factors affecting IT adoption Cognitive –Mental models, tech frames Structural –Rewards, incentives –Policies Data confidentiality, quality, access control –Firm culture, work norms, practices Methods of introduction –Training, support, time for learning –New tech frames

Orlikowski II – emergent, not planned, change I: Shift to electronic capture, documentation, searching of call records II: Org changes assoc’d with redistribution of work from individual to shared responsibility III: Org changes – emerging proactive collaboration IV: Expanding global support, creative interdept’l & cross-functional linkages V: Org changes – controlling access to and distributing extracts of knowledge from database

Some factors that affect adoption and use of technology in orgs Individual –Cognitions –[cognitive style] –Inclination to trust Group –Shared goals –Dynamics, norms, practices –Familiarity, social cohesion –“social capital” Organizational –Structural: incentives, policies, norms, practices –Training, methods of introduction Task –Interdependence; visibility… Technological –Fit with task, organization, practices –Ease, flexibility… Societal –Role of, acceptance of tech