Relational Development in Computer-Supported Groups

This study examines how group attitudes and outcomes evolve over time with repeated use of a group support system. Social Information Processing (SIP) theory, which suggests that relational intimacy may take longer to develop in computer-supported groups, was used as the basis for testing a temporally bounded model of group behavior. The basic argument underlying this model is that computer-supported groups, given adequate time, will exchange nough social information to develop strong relational links. Thus, while computer support was expected to limit group interactions initially, the model predicted that, over a period of time, such constraints would dissipate. The results show evidence of such shifts among computer-supported groups. Attitudes of GSS users changed over time from highly negative to somewhat positive; outcomes improved more slowly. The turnaround in attitudes of usersutoward each other and the interaction process--support the SIP perspective that repeated use of computer support despite some inherent initial restrictions--can help groups affiliate. 1 Gerardine D Sanctis was the accepting senior editor for this paper. Introduction As corporate hierarchies give way to networked teams, managers are increasingly relying on information technology to empower these teams (Business Week, 1993). The use of such technologies as electronic mail, group support systems (GSS), and other forms groupware has increased, sometimes dramatically, in organizations (Lloyd, 1994). The increasing use of groupware has attracted a growing body of research aimed at understanding its antecedents and consequences. However, group behavioral research in general, and GSS research in particular, have focused on single-session studies and ignored the effect of time on group processes and outcomes. As McGrath, et al. (1993) state, ... a very large proportion of past reseamh on small groups has been done on a one-shot basis--study of groups newly formed for purposes of reseamh, with the study extending only for a short interval during a single interaction occasion. No matter how methodologically sound that work may have been, it has given us little information about which, if any, of the obtained effects persist over time, which ones diminish or disappear, and which ones increase in their impact (p. 415). Purpose of the study Specifically, this paper addresses the issue of how intragroup relational links evolve over a period of time with repeated use of a group support system (GSS). It thereby tests the conventional wisdom that computer support increases task focus and simultaneously minimizes socioemotional interaction. This view of MIS Quarterly/June 1996 143 GSS Relational Development group support systems may be derived from the preponderance of single session studies, which imply that effects of the first (and in many cases, the only) interaction with a technology are static and hence, generalizable over the life of the group. The next two sections describe the theoretical underpinnings of this study and review relevant reseamh. The third section presents the proposed research model, while the fourth section outlines the reseamh methods used in this study. The last two sections discuss the key findings and examine their implications for theory and practice. Theoretical Background Two opposing theoretical viewpoints exist in the literature about the impact of computer support on teams. One viewpoint suggests that technology imposes certain invariant constraints that restrict, and ultimately determine, the outcomes of actors. Such a view, implicit in the many theories of media richness (e.g., Daft and Lengel, 1986) and social presence (e.g., Short, et al., 1976) suggests that computermediated group interaction-because of its inherent inability to share a variety of cues-is less =rich" (in terms of socioemotional exchanges) and has lower social presence than face-to-face communication (Daft, et al., 1987; Sproull and Kiesler, 1986). This stream of research also contends that the limited channels in computer-supported media tend to keep the group interaction process more taskfocused compared to traditional face-to-face meetings (e.g., Hiltz, et al., 1986). An alternative theoretical explanation proposes that while computer support does indeed lower relational intimacy initially among teams using such technology, these teams will eventually develop ways of exchanging socioemotional communication (e.g., Walther and Burgoon, 1992). This school of thought argues that computer-supported groups take longer to exchange socioemotional cues and given adequate time, will reach the same relational level as face-to-face groups. Thus, at the heart of this alternative explanation is the explicit recognition of temporal boundaries, i.e., the rate of information transmission. However, empirical tests of this thesis have been lacking with a few notable exceptions (e.g., Walther, 1995). This study is an attempt to gather evidence about he validity of this explanation. Several researchers (e.g., Culnan and Markus, 1987; Walther and Burgoon, 1992) have referred to the work of the deterministic school, including media richness theories, as "cues-filtered-out" research. A majority of such research seeks to explain outcomes on the inability of certain media-like computer conferencing, e-mail, and GSS-to transmit visual and auditory cues. This research stream views rnedia as constraining and the effects of the rnedia as constant. However, media effects are likely to be transitory, and the role of time cannot be ignored in the study of group communication and behavior (Wal~her, 1992a): If the relational tone effects of the cues-filtered-out research are indeed limited to initial interactions among strangers, what changes take place when such communicators continue their interactions over time? The development of relationships in CMC [computer-mediated communication], it will be argued, is predicated on the passage of sufficient time and message exchanges. It also requires that users adapt heir remaining communicative cues-language and textual display-to the processes of relational management (p. 67). At the heart of this argument are two key propositions: 1. Computer-supported teams need longer time to develop close relations compared to face-to-face teams. Given limited time for task accomplishment and the fact that typing takes longer than talking, less information--particularly of a personal naturo is exchanged in computer-mediated environments han in traditional face-toface interactions (Walther, et al., 1994). With longer periods of interaction, computer-supported teams can exchange more social information, which will then help them develop relational ties. This viewpoint is 1.44 MIS Quarterly/June 1996 GSS Relational Development articulated by Social Information Processing (SIP) theoryand is discussed later. 2. Over time, users of computer media will adapt the medium to meet their relational needs. Adaptive Structuration Theory suggests that repeated use of a technology even with all its attendant restrictions-by rational players can change the very nature and essence of the technology (Poole and DeSanctis, 1990). Thus, technical systems can be viewed as being =semiotically ambiguous," i.e., they are equivocal in content and need to be defined by users (Dubinskas, 1993). Outcomes are the result of users interacting repeatedly with the system and thereby defining and redefining its meaning. Such adaptation implies that, over time, new forms of use may arise, old structures that were restrictive may become l ss so, and innovative ways of overcoming inherent structural barriers may emerge. While both these constructs explicitly recognize the role of time in altering group outcomes, the primary focus of this study is on the first proposition. This proposition is best described in the SIP perspective, articulated by Walther (1992a), which focuses on the role of time and the evolution of interpersonal relations. This emerging theoretical perspective proposes that the rates of social information exchange among face-to-face and computer-supported groups differ. Since computer-supported groups, unlike face-to-face groups, have only one channel to exchange information, all communication--social and task-related-has to occur via the keyboard. This, coupled with the fact that typing is slower than talking, implies that computer-supported groups will take longer to exchange information than face-to-face groups. These restrictions tend to slow the process of developing relational intimacy. However, over longer periods, as participants exchange more interpersonal information and form impressions about each other, they are likely to improve their socioemotional links. Thus, SIP proposes that the restrictiveness of the computer medium, while hindering relational intimacy initially among unfamiliar participants, will dissipate over time. In fact, the theory predicts that repeated interactions via the computer will lead to the exchange ,of enough inter-personal communication that can eventually encourage the development of strong, stable relations. Hence, from an SIP perspective, the generalizations about the inadequacy of computer media in fostering relationships are limited to initial interactions among zero-history groups. In summary, SIP suggests that the recurrent use of a technology---even with all its attendant restrictions--is not likely to stunt relational development i groups. Review of Relevant Research Evidence of changing relational and task interactions over time has been documented in non-technology settings by group development researchers~ (e.g., Gersick 1988; 1989; 1991). these studies of naturally occurring teams and lab groups led to the conclusion that groups follow a "punctuated equilibrium" model, i.e., groups alternate between relatively stable periods of activity, punctuated by intense changes in behavior. These changes in behavior, which (in Gersick’s examination) occurred during the half-way mark of a group’s life, were triggered by the realization of time pressures and the awareness of impending deadlines. Thus, the half-way point proved to be the critical juncture where a group’s equilibrium was shattered and a new level of activity and a different set of behaviors were established. Evidence of such behavioral changes has been confirmed in some technology settings as well (Kelly and McGrath, 1988; McGrath, 1991; McGrath and Kelly, 1986). These studies of the social psychology of time and technology suggest hat social entrainment, i.e., the synchronization of various processes over time among roup members, is a key determinant of group behavior and outcomes. For instance, when a particular activity begins, how long it lasts, and how often it occurs, etc., 2 See Chidambaram and Bostrom (forthcoming) for a complete review of such reseamh. MIS Quarterly/June 1996 145 GSS Relational Development are all processes that need coordination by group members. These coordination behaviors are induced by various stimuli such as changes in team membership, familiarity with technology, looming deadlines, and life expectancy of the group. These studies underscore the importance of time in studying group processes. Other studies of technology use by groups also suggest that certain behaviors and perceptions are, in general, not immutable. For instance, Burke and Chidambaram (1995), in study of dispersed and face-to-face groups using a GSS, found that relational factors evolve over time. Initial levels of cohesiveness and influence behaviors, while different across groups, were not invariant over time; they tended to converge with repeated use of the system. Miranda (1991) also reports similar results with respect to conflict management. I her study, the ability fo manage conflict improved over time among computer-supported groups. In the CMC area, Fulk and her colleagues (Fulk, 1993; Fulk, et al., 1990) have studied and articulated the role of social factors, including experience, in media choice and use. Their studies of e-mail use suggest that experience with the medium can affect the extent of use and users’ perceptions of the medium. In a related study, Foulger (1990) found that experienced participants in computer-mediated communication reported that the medium was at least as rich as face-to-face meetings. Other CMC studies in more controlled settings also suggest that experience with a technology can alter users’ perceptions. For instance, Walther and Burgoon (1992) compared face-to-face groups with computer-supported groups at three different points in time. Their basic hypothesis, based on the SIP perspective, was that groups in both conditions would converge in terms of their relational development. In general, they found evidence of increasing relational intimacy over time among computermediated groups. Despite some encouraging results, support for SIP has not been unequivocal. In the study discussed above (Walther and Burgoon, 1992), computer-mediated groups improved over time along some relational dimensions such as attempted influence and social orientation. However, along other dimensions uch as similarity/depth, they started out higher than face-to-face groups; and along yet other dimensions such as formality, CMC groups actually regressed over time. Both these results were in contrast to the predictions of SIP. In more recent longitudinal investigations by Walther (1994), not all computer-supported groups were equally willing or able to develop relational intimacy. Anticipation of a groups’ longevity was an important moderator of a group’s willingness ito develop relational closeness. These findings suggest hat the applicability of SIP may be limited to certain types of groups. Further research, such as this study, is needed to more precisely identify these boundary conditions.