The Role of the Facilitator in Computer-Supported Environments: A Critical Incidents Study

The Role of the Facilitator in Computer-supported Environments This multiphased study represents a rigorous exploration of the role of the facilitator in computer-supported environments. The purpose of the study was to identify and empirically measure the importance of the critical dimensions of the facilitator\u27s role. The study examined the following research questions: 1) What are the critical dimensions and their related behaviors that contribute to the role of the effective facilitator in face-to-face computer supported environments? 2) Are there impacts on or differences in critical facilitator role dimensions/behaviors when facilitating with different types of group support systems (GSS) (computer based technology to support group work)? The critical incidents methodology was employed to collect two hundred thirty-five reports of facilitator experiences from fifty experienced facilitators in computer supported environments. One hundred forty-six (146) generic and one thousand two hundred ninety-eight (1298) specific facilitator behaviors were identified. These behaviors were then categorized into critical role dimensions. The results of Phase I of the study indicated the existence of sixteen critical role dimensions. The empirical measures of importance in Phase II produced significant findings, identifying Planning and Designing Meetings as the most important facilitator role dimension overall. Other extremely important dimensions were identified. Statistically significant agreement on the relative importance of a number of role dimensions, along with significant differences across technology on mean importance rankings were identified. These differences were quite dramatic considering the small sample size. The study findings have important implications for organizational practitioners and researchers alike. This study is the first to identify and ground the critical role dimensions of the facilitator\u27s role in computer-supported environments. These precise descriptions furnish a starting point for future research on the role and process of facilitation in both traditional and electronic contexts. The richly grounded dimensions also provide an excellent practical foundation for the development of behavior based selection criteria, performance measures and skill based facilitator training programs

The effectiveness of virtual facilitation in supporting GDSS appropriation and structured group decision making

Since their introduction a quarter of a century ago, group decision support systems (GDSS) have evolved from applications designed primarily to support decision making for groups in face-to-face settings, to their growing use for “web conferencing,” online collaboration, and distributed group decision-making. Indeed, it is only recently that such groupware applications for conducting face-to-face, as well as “virtual meetings” among dispersed workgroups have achieved mainstream status, as evidenced by Microsoft’s ubiquitous advertising campaign promoting its “Live Meeting” electronic meeting systems (EMS) software. As these applications become more widely adopted, issues relating to their effective utilization are becoming increasingly relevant. This research addresses an area of growing interest in the study of group decision support systems, and one which holds promise for improving the effective utilization of advanced information technologies in general: the feasibility of using virtual facilitation (system-directed multi-modal user support) for supporting the GDSS appropriation process and for improving structured group decision-making efficiency and effectiveness. A multi-modal application for automating the GDSS facilitation process is used to compare conventional GDSS-supported groups with groups using virtual facilitation, as well as groups interacting without computerized decision-making support. A hidden-profile task designed to compare GDSS appropriation levels, user satisfaction, and decision-making efficiency and effectiveness is utilized in an experiment employing auditors, accountants, and IT security professionals as participants. The results of the experiment are analyzed and possible directions for future research efforts are discussed

Socio-Psychological Aspects of Group Processes

The original working paper had no abstract. The purpose of the working paper was to document previous research undertaken in group research (broadly) from the socio-psychological perspective. Some of this directly related to work on GSS, some of it was antecedent to that research

Making Representations Matter: Understanding Practitioner Experience in Participatory Sensemaking

Appropriating new technologies in order to foster collaboration and participatory engagement is a focus for many fields, but there is relatively little research on the experience of practitioners who do so. The role of technology-use mediators is to help make such technologies amenable and of value to the people who interact with them and each other. When the nature of the technology is to provide textual and visual representations of ideas and discussions, issues of form and shaping arise, along with questions of professional ethics. This thesis examines such participatory representational practice, specifically how practitioners make participatory visual representations (pictures, diagrams, knowledge maps) coherent, engaging and useful for groups tackling complex societal and organizational challenges. This thesis develops and applies a method to analyze, characterize, and compare instances of participatory representational practice in such a way as to highlight experiential aspects such as aesthetics, narrative, improvisation, sensemaking, and ethics. It extends taxonomies of such practices found in related research, and contributes to a critique of functionalist or techno-rationalist approaches to studying professional practice. It studies how fourteen practitioners using a visual hypermedia tool engaged participants with the hypermedia representations, and the ways they made the representations matter to the participants. It focuses on the sensemaking challenges that the practitioners encountered in their sessions, and on the ways that the form they gave the visual representations (aesthetics) related to the service they were trying to provide to their participants. Qualitative research methods such as grounded theory are employed to analyze video recordings of the participatory representational sessions. Analytical tools were developed to provide a multi-perspective view on each session. Conceptual and normative frameworks for understanding the practitioner experience in participatory representational practice in context, especially in terms of aesthetics, ethics, narrative, sensemaking, and improvisation, are proposed. The thesis places these concerns in context of other kinds of facilitative and mediation practices as well as research on reflective practice, aesthetic experience, critical HCI, and participatory design

Identifying Quality, Novel, and Creative Ideas: Constructs and Scales for Idea Evaluation

Researchers and practitioners have an abiding interest in improving tools and methods to support idea generation. In studies that go beyond merely enumerating ideas, researchers typically select one or more of the following three constructs, which are often operationalized as the dependent variable(s): 1) idea quality, 2) idea novelty, which is sometimes referred to as rarity or unusualness, and 3) idea creativity. It has been chronically problematic to compare findings across studies because these evaluation constructs have been variously defined and the constructs have been sampled in different ways. For example, some researchers term an idea \u27creative\u27 if it is novel, while others consider an idea to be creative only if it is also applicable, effective, and implementable. This paper examines 90 studies on creativity and idea generation. Within the creativity studies considered here, the novelty of ideas was always measured, but in some cases the ideas had to also meet additional requirements to be considered creative. Some studies that examined idea quality also assessed novelty, while others measured different quality attributes, such as effectiveness and implementability, instead. This paper describes a method for evaluating ideas with regard to four dimensions--novelty, workability, relevance, and specificity--and has identified two measurable sub-dimensions for each of the four main dimensions. An action-research approach was used to develop ordinal scales anchored by clearly differentiable descriptions for each sub-dimension. Confirmatory factor analysis revealed high loadings among the sub-dimensions that comprise each dimension as well as high discriminant validity between dimensions. Application of this method resulted in high inter-rater reliability even when the method was applied by different raters to different problems and to ideas produced by both manual methods and group support systems (GSS)

A Descriptive Framework for Electronic Meeting Systems Based on the UML Language

A descriptive framework has the purpose to identify the major components of a system and their relationships. This paper proposes a descriptive framework for electronic meeting systems. Our intention is to clarify and organize the conceptually and functionally distinctive components that we find in this technology. The proposed framework simplifies the evaluation of EMS functionality by organizations. The adoption of the UML language increases the potential of communicating EMS requirements to IS developers. The paper presents the evaluation grids of a collection of 10 EMS highlighting what framework components are supported and what components have been ignore

A Gaming Laboratory to Study Distributed Collaboration Processes.

Current events present many examples of situations where a fast and coordinated response is required from many and diverse organizations and stakeholders. Technology-mediated communication and collaboration may be the only option for getting things done in situations like these. There is a real need for research on the kinds of environments and processes that best support fast response on urgent tasks for virtual teams. The paper presents the development and initial test of a gaming laboratory to study such processes. The laboratory is adaptable to different kinds of situations. We discuss the design principles and implementation of the laboratory environment, along with lessons learned from the first experiences with it

Design and evaluation of a list gathering tool in a web-based collaborative environment

This research focuses on how to build a list structure to combine individual items of information into some sort of structure that converts the individual items of information into a structure of knowledge relative to the problem. Software was designed to provide relationships among and comparisons of the contributions in a list structure, so that individual members of a group process will be able to understand the contributions of information made by the group as a whole. A List Gathering Tool was designed and implemented, which is one component in a Web-based Social Decision Support System (SDSS) Toolkit. Then, a two-by-two factorial design (list tool support vs. no list tool support, and voting tool support vs. no voting tool support, respectively) controlled experiment and several field studies were carried out to assess the effects of this List Gathering Tool in a group problem solving process. Overall, the evaluation results are encouraging. The utilization of the List Gathering Tool or the SDSS Toolkit does tend to improve the ability to discover valid alternatives. An additional set of field trials illustrated how the SDSS Toolkit can be utilized in a collaborative learning environment to improve teaching and students\u27 learning experience. This system will also work for very practical applications in large group settings