Computer mediated teamwork and the efficiency framework: Exploring the influence of synchrony and cues on media satisfaction and outcome success

Authors:
Kristine L. Nowak;James Watt;Joseph B. Walther
Affiliations:
Communication Science Department, University of Connecticut, 850 Bolton Road, U-1085, Storrs, CT 06269-1085, USA;Rensselaer Social and Behavioral Research Laboratory, Rensselaer Polytechnic Institute, USA;Department of Communication, Michigan State University, USA
Venue:
Computers in Human Behavior
Year:
2009

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Abstract

There are many valid ways to evaluate collaborative systems. The efficiency framework argues that while user satisfaction and preference for systems are important, neither directly predict outcome success or the ability of a system to facilitate collaboration. Further, it points to the importance of distinguishing between user satisfaction and outcome success when evaluating collaborative systems. Despite users' reported preferences for media requiring less effort and time, the efficiency framework predicts that the expenditure of effort better predicts outcome success than do user preferences. This study tests these predictions and extends the model by comparing synchronous and asynchronous media with varying levels of communicative cues. One hundred and forty-two participants in groups of 3 or 4 engaged in collaboration over a 5week period. Groups were assigned to either interact face-to-face, or to one of four media conditions. There were no effects on actual group success that favored full-cue, synchronous communication. There was greater perceived group effectiveness for synchronous text and face-to-face interactions. Exploratory structural equation analysis showed that media characteristics predict copresence, which increases perceptions of group effectiveness, which in turn predict success. The results support the main assertion of the efficiency framework and explain some contradictions in prior research. Results are discussed with respect to their pertinence for theoretical and measurement issues in human computer interaction research.