Understanding intranets in the context of end-user computing
ACM SIGMIS Database
Developing trust in virtual software development teams
Journal of Theoretical and Applied Electronic Commerce Research
A review of non-technical issues in global software development
International Journal of Computer Applications in Technology
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As modern organizations increasingly operate in a global economy, they need IT support around the globe; favorable economic conditions also encourage the use of offshore IT teams. However, when IT efforts "go global," issues and challenges typical of IT development and support are magnified. In this paper, we review and integrate three research areas that contribute to our understanding and management of global IT support teams: studies of global teamwork practices, small group dynamics theory, and studies of virtual teams. We review key findings from these areas and discuss a case example of global IT support to illustrate the insights possible through these research perspectives. We conclude by outlining an agenda for future research on teamwork in global IT support.