Groupware support as a moderator of interdepartmental knowledge communication in process improvement groups: an action research study

This paper presents a review of the organisational learning literature that points to process improvement (PI) groups as an appropriate tool for organisational knowledge communication. Based on this review, the impact of support provided by a class of groupware systems, e-mail conferencing (EC), on knowledge dissemination in organisations is examined in the context of PI groups. Data was collected through an action research project, where the researcher facilitated seven PI groups in two organisations with the support of an EC system implemented with Novell Groupwise, and using a group methodology for PI called MetaProi. The study suggests that, overall, EC support seems to have a positive impact on knowledge dissemination in organisations, when used in combination with a group methodology for PI. EC support effects on PI groups can be summarised as: (a) A reduction of the influence of distance and other physical obstacles to the participation of members from different departments in PI groups, and of the disruption that group discussions are likely to cause for individual group members, particularly when these members are from different departments; (b) A reduction of interdepartmental conflict obstacles to the formation of PI groups; and (c) An increase or decrease in individual learning in PI groups, depending on the complexity of the issues being discussed and the clarity of electronic contributions by members. Organisational implications of these research findings are discussed.