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Homework: Virtual Teams
Read the article “Relationship Building in Virtual Teams: An Academic Case Study” by Kathy Egea and
answer the following questions. Be sure to answer questions completely. Grading will be determined on
style, content, completeness and support of your answers.
1. What types of issues have you experienced yourself when working in teams? Are these the
same types of problems that exist when working in a virtual team?
2. Has the shift to remote work / school due to COVID-19 changed your view of online
collaboration and remote meeting tools? Explain.
3. Do you agree with the authors, that in dealing with virtual teams and the technical design of
collaborative systems, that limited attention has been paid to the importance of social
relationships when it comes to teams? Explain.
4. The article describes several factors for success related to the input stage, process stage and
output stage. Is there a factor listed that you disagree with? If you agree with all of them, which
one do you agree with the strongest? Explain your answer.
5. If you were managing a virtual team, what characteristics would you look for in your team?
What type(s) of technology or tools would you use? Do you see any potential technological
challenges?
6. Describe issues that can develop from misunderstanding? How can this be addressed with
online interaction?
7. Find and summarize in a paragraph or two another scholarly article related to virtual team
management. What are some of the key findings from your article? Be sure to cite the article in
APA format.
Proceedings of the 2006 Informing Science and IT Education Joint Conference
Relationship Building in Virtual Teams:
An Academic Case Study
Kathy Egea
Central Queensland University, Rockhampton, Australia
k.egea@cqu.edu.au
Abstract
Information Technology (IT) provides the infrastructure for communication and collaboration
tools for virtual teams, but Henttonen and Blomqvist (2005) suggest that it is the relational communication and factors of trust, commitment and communication that attention. This case study
presents a team building strategy for such interaction. Off-campus students in an undergraduate
course apply technological design concepts for social mechanisms in communication and collaboration to virtual teamwork. Students utilise the themes of conversation, awareness and coordination and document their reflection on their use over the team lifecycle. All functioning teams indicated that these social mechanisms helped to build team trust and commitment. Seventy-two
percent of students indicated positive team experience, despite constraints of workload, time pressure, technology tools, distance and uncooperative team members. This study argues that use of
guided and iterative reflections on social mechanisms support virtual team functioning and
strengthen relationships.
Keywords: academic virtual teams, success factors in virtual teamwork, online pedagogy for
teamwork, communication and collaboration.
Introduction
Virtual teams are “groups of geographically, organizationally and/or time dispersed workers
brought together by information and telecommunication technologies to accomplish one or more
organisational tasks” (Powell, Piccoli & Blake, 2004, p.7), or as Grundy (2004) states working
virtual means working together apart. Organisational change employing virtual working enables
industries to be globally competitive, provide flexible workspace, and just in time responses
(Howard 2004; Powell, Piccoli & Blake, 2004). Enabling students to draw from their own reflective experiences within virtual team environments supports their transition into this community.
The focus on the communication and collaboration for virtual interaction has been built on technological usage, with limited attention to importance of social relationships in teamwork (Henttonen & Blomqvist, 2005) Loughran (2004) notes that obstacles include cultural differences, lack of
shared goals, communication problems
Material published as part of this publication, either on-line or
and lack of trust. The key, therefore for
in print, is copyrighted by the Informing Science Institute.
successful virtual team working, HentPermission to make digital or paper copy of part or all of these
tonen and Blomqvist suggest, is interacworks for personal or classroom use is granted without fee
tion that develops “trust through actions
provided that the copies are not made or distributed for profit
or commercial advantage AND that copies 1) bear this notice
and communicating individual roles and
in full and 2) give the full citation on the first page. It is pershared goals” (Henttonen & Blomqvist,
missible to abstract these works so long as credit is given. To
2005, p.117).
copy in all other cases or to republish or to post on a server or
to redistribute to lists requires specific permission and payment
of a fee. Contact Publisher@InformingScience.org to request
redistribution permission.
The design of technology for social
online interaction is an area of study in
Salford, UK – June 25-28
Relationship Building in Virtual Teams
the discipline area, Human Computer Interaction (HCI). To build experience in tools for communication and collaboration, the course design implements assessment structures using virtual team
tasks. Students reflect on the social mechanisms of communication and collaboration to understand the design issues in these tools. The same reflective processes are used for developing
strategies to successfully work in virtual teams.
This paper argues that the reflective activities within this course provide tools for ongoing team
building that focus on relational communication. The reflective logs require students to consider
the face-to-face constructs of communicative and collaborative work and apply them to a virtual
environment. Aligned to the team life cycle of input, process and output, students are required to
document their understandings of the three mechanisms (conversation, awareness and coordination) and to consider these mechanisms support team interaction Examination of student reflections indicates that the successful teams utilised the three mechanisms to improve the individual
interactions in teamwork and affect the team goals. Seventy-two percent of the students indicated
that the virtual team work was a positive experience, despite constraints of workload, time pressure, technology tools, distance and uncooperative team members. It is argued that the reflective
process used in this activity builds social relationships creating a more success team working environment.
To present this case study, the first section introduces the reader to virtual team life cycle and
identified success factors and the outlines the constructs addressed by the social mechanisms for
communication and collaborative technology. From this, the research question is developed. The
case study is then presented, with rich levels of documentation of student responses to the three
social mechanisms as they support the virtual team interaction and the achievement of the team
tasks. For this study, the focus accents the relationship aspects from the data. The final section
presents evidence of successful team interaction relating the three social mechanisms to positive
success and relationship building
Background
This section presents factors that build successful virtual team environments, and the constructs
under consideration for the social mechanisms of communication and collaboration. The aim is to
understand the issues in virtual team successful interaction and to offer a solution through use of
reflective logs in virtual team work guided by these social mechanisms. It is from this foundation
that the research question is designed.
Successful Virtual teams Environments
Powell et al. (2004, p.7) provide a meta-analysis of 44 papers on virtual teams, covering both academic and industry teams. Their analysis is framed on Saunders’ (2000) life cycle model for virtual teams, divided into three stages. Figure 1 presents the life cycle in its three stages of Input,
Process and Output. Each stage has subparts which address critical aspects of the cycle. For the
Input stage, design refers to shared understanding of the team task, identification of strengths and
weaknesses of team members; culture refers personal environmental influences; technical refers
to knowledge of technology used by the team, and training is provided to help the team members
understand interaction within a virtual content. The Process stage has two sections, socioemotional and task. The socio-emotional Process stage refers to relations, trust and cohesion
which are all part of relational building within virtual teams. Task process refers to the task
achievement and includes the communication and collaborative activity and the task-technology
fit. Critical here is the suitability of the fit between the team tasks and the technology that is used.
The final stage, the Output stage, is described in terms of personal satisfaction and team performance, demonstrating the importance of the individual in teamwork tasks.
82
Egea
Input
Design
Culture
Technical
Training
Process
Socio-emotional
Relationships
Cohesion
Trust
Output
Performance
Individual satisfaction
Task
Communication
Collaboration
Task-technology fit
Figure 1: Saunders’ (2000) Life cycle of virtual teams
In reviewing this meta-study, and in re-reading some of the original studies and others relevant
reports, the author sought to clarify key factors for success, using Powell et al’s framing. These
are discussed here to provide the reader a means to measure the success of the virtual team environment presented in this case study.
‘Success’ indicators for the Input stage
•
•
•
•
Team design, team training directly affects the process and output stage. Common agreement
of the team’s task and individual roles varies according to personal goals and agendas evident
from the start of the team life-cycle.
Loughran(2004) suggests that individuals as well as teams need to benefit from the initial
interaction. Positive first impressions (Coppola 2004) will aid this process.
Culture tends to affect the task process and not the socio-emotional process. Inadequate understanding of a team member’s background is an extreme problem for dispersed student
based teams as it is for global teams. The challenge is to find ways through the interactions
with technology in order to improve awareness of individual differences.
Technical competency affects team trust and individual overall satisfaction, thus opportunities to build technical training are needed
‘Success’ indicators for the Process stage
•
•
•
•
Establishing social capital (Pauleen 2004) in managing distant relationships is critical to team
interactions. Inclusiveness in conversation builds a sense of community and trust (Kimble, Li,
& Barlow 2004). Ongoing trust include the identification of commonalities between members, performing competently, displaying concern between members and acting with integrity
(Duarte & Snyder,1999).
Trust behaviour in the short-cycle virtual team space is described as swift trust (Jarvenpaa,
Knoll & Leidner, 1998) as it tends to be predominately task focused with positive expectations of other team members reliability based on very little real information. This trust
amongst team members tends to be quickly lost when team members do not cooperate as expected.
Virtual teams have immense communication problems due to the lack of face-to-face interaction. It is critical that contextual information such as workload, personal perspectives, outside
factors as they affect the teamwork is conveyed to the virtual team (Loughran 2004).
High performing teams built communication based on social exchanges and coped with technical and task uncertainty (Jarvenpaa & Leidner,1999)
o Individuals took the initiative suggested topics and volunteered for tasks.
o Communication processes become predictive and regular, with warnings of absences.
83
Relationship Building in Virtual Teams
o
o
Regular feedback, substantive and timely, or indicative that the messages were read with
activity to come at a later time.
Members rotated leadership if it existed at all, moved from a rule based team behaviour
to task processes and achievement, were slow to react to crisis and had the ability to ride
out team problems.
‘Success’ indicators for the Output
•
•
Task and socio-emotional processes is directly linked to performance output.
Task-technology- structure aligns to both aspects of Output, Performance and Individual satisfaction.
Using these guides for team success, it can be seen that two team processes are needed. It is critical to build the relationship side for team members to work cohesively in a virtual environment..
Team tasks needs to be carefully aligned to the technology used to achieve these tasks. Teams
need careful guidance on methods of interaction, building parallels between face to face teamwork and virtual teamwork. Thus by training students to consider social demands within communication and collaborative practices of virtual teamwork, team trust and relationships can be enhanced.
This paper attends to the social aspects of virtual interaction, particularly in the relational formation in teamwork. By applying the concepts of the three social mechanisms for communication
and collaboration to guide students with their interactions, the relational building aspects of the
team life cycle can be developed.
Social Mechanisms of Communication and Collaboration
The three social mechanisms that are covered in this study address the concept of conversation,
awareness and coordination. All three concepts are necessary in building relationships with common goals, developing effective communication, and sharing tasks with effective coordination.
The key ideas for face-to-face interaction extracted from Preece, Rogers and Sharp (2002) that
may be useful for virtual team working and relationship building are developed below:
Conversation is how people carry on a discussion. One needs to consider the rules of interaction, the implicit or explicit cues, formal or informal language, and type of interaction (synchronous or asynchronous), number of people in the conversation and dealing with breakdowns and repair mechanisms that may be required.
• Awareness refers to the observations we make when in a collaborative space such as “who is
around, what is happening, and who is speaking to whom (Dourish & Bly, 1992)” (Preece et
al. 2002, p.124).
• Coordination includes examination of shared understandings, schedules, rules and conventions
that are used and external representations. Coordination takes place when a group of people
act or interact together to achieve something. Collaborative activities require team members to
coordinate with each other.
The course taught to students in Human Computer Interaction, considers the technical implications for the design of communication and collaboration technology. Preece et al (2002, p.105)
argue that “human are inherently social. It seems only natural, therefore, to develop interactive
strategies that support and extend these different kinds of sociality.” This same argument is used
to develop social strategy for relationship building in virtual teamwork.
Research Question and Study
Hentttonen and Blomqsvt (2005, p107) argue that “Information technology plays an important
role in virtual teams, but virtual teamwork involves significant social redesign”. The research
84
Egea
design for this study addresses this issue of social redesign by developing strategies that allow the
student to understand the activities required of teamwork at each stage of the virtual team lifecycle. By linking the concepts behind the study of social mechanisms of communication and collaboration to virtual teamwork, social issues in interaction will come to the fore.
Hence, given the pedagogical strategy of introducing reflective logs into the course assessment
that enable students to build student understanding of the social mechanisms both in their technological use and in team work, the research questions that need answering are:
(1) is interaction in the virtual team environment more successful when the three social
mechanisms of communication and collaboration are applied?
(2) do the reflective logs provide evidence of team building relationships over the team life
cycle?
To answer these questions, this case study presents the student reflections on use of the three social mechanisms of communication and collaboration in their virtual teamwork. As such the study
will focus on individual reflective documentation. This is presented as individual logs over the
team life cycle and final reflections of team successes.
Context: The Assessment Design
The pedagogical goal of this assignment was to engage students in online technology in order to
understand the design requirements for developing technology for social communication and collaboration. Individual and virtual team work was the vehicle for this process. Teams presented
seminars of topics within the course while peers provide feedback by reviewing their work. This
is done at a shared team website, designed to cater for groups of six teams with a maximum team
size of four members. A final team report summarizes this feedback and identifies communication strategies to improve the presentations, as well as examine issues in the design of collaborative technologies. The individual component requires students to complete a series of reflective
logs reviewing the three mechanisms of communication and collaboration in team tasks and virtual environment. In their final report, each student presents an overall reflection on team working: positive, negatives and success factors for virtual team working.
This design is the result of ongoing action-research process that examines a series of iterations in
teaching approach with virtual teamwork (see Egea 2003, 2005; Egea & Gregor 2002). Team
shared workspaces were initially small email lists followed by a specially designed shared website. After reviewing the personal satisfaction outcomes from these earlier course models, a more
direct approach in building the relationship aspect was designed. Indicators from previous successful teams revealed that the three mechanisms of communication and collaboration naturally
took place. By introducing a structured focus on the social mechanisms of communication and
collaboration, the current course design developed.
The three reflective logs were due at the each stage of the team life cycle, that is input (getting to
know each other and share understandings of the team tasks), the process stage (both socioemotional and task process) and the output stage (performance and individual satisfaction). Each
reflective log was required to rephrase the definitions of each social mechanism and note their
relevance and possibly application to the team relationship. The final report after the team activity
was completed, required students to summarise their logs in terms of team working, comment on
positive achievements of the team experience, things to avoid in teamwork and identify the characteristics of successful virtual working.
Supporting the training aspect of the input stage in the team life cycle, online tutorials were available on team work issues. They aimed at developing and improving team communication and
collaboration. Topics covered include the need for a joint purpose, communication, feedback,
85
Relationship Building in Virtual Teams
support and assistance, and discussed how to negotiate and deal with complexity and problem
solving. Virtual teamwork guidelines were also provided based on the work of Walter, Boos and
Jonas (2002). While these addressed similar topics, the virtual component ...
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