Collaboration and collaborative information technologies: a review of the evidence

ABSTRACT

Collaborative information technologies have been claimed to enhance collaboration in organizations, under certain conditions. This claim was found problematic in several respects, also in the light of the results of 18 case studies of Lotus Notes use, taken from the literature. The cases may be split into three groups: (1) exploratory, conservative, or cautious use; (2) planned and expanding use; and (3) extensive and engaged use of Notes. In the first group, no changes in work arrangements due to Notes use could be found. In the second group, the planned Notes applications supported the established work arrangements, both collaborative and hierarchical. Only in the third group were there significant changes towards more collaboration. These changes were due to a conscious and continued effort to bring about new work arrangements and new kinds of Notes support.A number of issues emerged in the review that could help to understand the relationship of collaborative information technologies and changes in work and organization. The issues included the role of the specific capabilities of the technology; the difference between technology as a product and technology-in-use; the kind of care needed in bringing about desired changes; the emergent, drifting nature of the change process; the role of the technology as a constructive tool in improvising and enacting the changes; and the gradual translations of influences from work practices to organizational practices.

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