Building the business case for group support technology

As groupwork gains recognition, emerging group support technologies raise questions about the merits of these systems relative to group performance and return on investment. Business case variables of efficiency, quality, effectiveness, customer satisfaction and decision-making are useful in measuring the potential contribution that group support technologies offer. The author presents findings from a recent field study that used business case concepts as its design approach. He explores the infrastructure development requirements for building a business case study. Such a framework is useful to business decision-makers and researchers interested in the deployment of these technologies in complex business environments