Coordination Breakdowns: How Flexible is Collaborative Work?

The psychology of computer users is by no means fully understood. Hence there are many uncertainties in software design, and especially interface design. Many software products succeed not because they are designed to suit their users, but because the users can adapt to suit the software. The question then for CSCW is whether collaborative work is equally adaptable. I will argue in this chapter that CSCW design is particularly hard because we do not yet have an adequate framework for understanding how group members adapt to cope with coordination breakdown and conflict.

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