Embedding Facilitation in Group Support Systems to Manage Distributed Group Behavior

This paper addresses the need for automated facilitation to buttress facilitation efforts in managing behavior in the virtual environment. We assert that it is within this environment that we need to concentrate our efforts as the nature of virtual work brings added challenges to successful facilitation. We propose the concept of embedded facilitation in which we implant intelligent agent based behavioral indicators into GSS systems to serve as the “eyes and ears” of the facilitator, and where, based on these indicators, either automated repeatable processes are launched or thinkLets are suggested to the facilitator from which to select and launch. We suggest that embedded facilitation would reduce the need for the facilitator to fully understand intervention techniques. It is our contention that in embedding facilitation, the use of GSS could be made scalable and dramatically alter the way virtual teams interact.