Distributed GSS facilitation and participation: field action research

Many information systems provide simple information sharing. However, group support systems (GSS) research suggests that productive problem solving extends far beyond mere information sharing. GSS researchers and product reviewers suggest that simple discussion groupware tools may fall short of supporting additional phases of group problem solving. As teams move into this new distributed or "virtual" realm, user experiences suggest that both facilitation and participation complexities increase and even skilled face-to-face facilitators have a tough time keeping sessions on track, that is if they can get them moving at all. Field research is needed to gain insights into the processes and technological support mechanisms required to enable distributed facilitators to provide effective support and distributed participants to effectively contribute. This paper presents lessons learned from four years of experience with virtual teams and a three-year case study with the US Navy at sea on board the USS Coronado. Field action research is used to study the domain of distributed GSS facilitation and participation. Distributed teams worked together using GSS tools from their work desktops, homes or wherever they found themselves, to solve complex problem and complete work together that they could not do without distributed GSS technology and facilitation. The results of the research have lead to valuable lessons learned and a set of guidelines for effective distributed facilitation and participation.