What is the impact of telephones and synchronous computer-mediated collaboration on the work of virtual teams?

Abstract

This study endeavors to discover hypotheses related to effective virtual teams. A virtual team is defined as any team functioning at a distance of greater than fifty feet, which collaborate in accomplishing their purpose through electronic communication. It includes collaborative computer-mediated teams, but is not limited to them. The study uses a phenomenological heuristic case study. Postmodern philosophy and postindustrial society are linked to changes in the marketplace and the development of virtual work environments. A literature review identifies seven team domains (a) purpose, (b) roles, (c) leadership, (d) decision processes, (e) relationships and trust, (f) communication, and (g) effectiveness. These domains are used to frame the experience of a virtual team. The study virtual team experienced telephone, face-to-face, and synchronous computer-mediated conferences. Data was collected using an electronic diary, electronic mail, and personal interviews. The questions focused on what was different between the face-to-face conference and the two electronic conferences. Communication is effected most strongly This effect impacts the remaining domains. Decision processes were narrower and featured conformity. Effectiveness was diminished with the reduction of social facilitation and increase in social loafing. Leadership was effected by the change in communication network from an all-channel network to a wheel network. Relationships and trust were effected by erosion of trust. Roles changed with the team's reduced ability to resolve difference and execute detailed action. Purpose became more task oriented. Technology is identified as a new team domain. Fear, previous electronic experience, and personal values are elements of the technology domain. Factors involved in team member satisfaction are related to personality, isolation, and team membership. McGrath's work taxonomy (McGrath, 1984, McGrath & Hollingshead, 1993) is used as a template for the agenda in all three conferences. Tasks related to generating, choosing, negotiating, and execution are addressed. Daft's colleagues (Daft & Lengle, 1986; Trevino, et al. 1987) suggestion that the "information richness" of the communication medium determines task effectiveness is substantiated. Hiltz (Hiltz, et al. 1978), Kiesler (Kiesler, et al. 1984), Gersick's (Gersick, 1988) punctuated equilibrium, Fulk's (Fulk, et al. 1990) subjective emphasis, and Hesse's (Hesse, et al. 1990) temporal effects are all substantiated.