Changing interpersonal communication through groupware use

Interpersonal communication is the basis for almost any type of cooperation. Changing patterns of communication may have an impact on the quality of cooperative work. In this paper, we describe user experiences in a longterm groupware project. We examined communication changes, both planned and unplanned, as a result of the system introduction. We found reduced face-to-face communication, task-related and task- unrelated, as well as a changing dissemination of information. Certain losses in interpersonal communication were compensated for by user advocacy and design team-user workshops. We propose that with groupware introduction, organizations should consider support for both planned and informal means as compensation for reduced communication.

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