Understanding the job requirements for collaboration technology support through a hybrid IT-end user job classification model: the case of collaboration engineering and facilitation

ABSTRACT

Group Support Systems (GSS) refers broadly to supporting electronically mediated face-to-face and distributed teams throughout organizations performing a wide range of tasks. While the value of GSS has been shown in numerous field studies, their adoption and diffusion remains limited. One explanation for the limited dispersion of these systems is the difficulty faced by facilitators who lead and manage the technology, processes, and people involved with these tasks. Successfully fulfilling the roles of facilitation is complex and difficult. In this study we present a general IT-end user job classification model that we use to examine the various roles that facilitators typically play and discuss these in terms of the skills needed for their performance. We use the model to compare the 'traditional view' on GSS facilitation with that of Collaboration Engineering that proposes different skill sets to overcome organizational dependence on dedicated facilitators in GSS contexts.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Organizational design

Additional Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Computer-supported cooperative work; Theory and models

General Terms:
Human Factors

Keywords:
GSS, collaboration engineering, collaboration technology, end users, facilitation, job classification, support roles, thinkLets