Group support systems in Hong Kong: an action research project

The last dozen years have seen a considerable investment of resources into the research and development of Group Support Systems (GSS) technology. This paper describes how a GSS was used to support a process improvement project in a Hong Kong accounting firm. Although the project encountered many difficulties, the application of action research facilitated the adaptation of the GSS to the shifting circumstances and the project was successfully completed. A variety of lessons concerning the use of GSS are presented while increased use of action research in complex organisational contexts is recommended.