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Studies of Computer Mediated Communications Systems : a Synthesis of the Findings Computerized Conferencing & Communications Center

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Studies of Computer Mediated Communications Systems : a Synthesis of the Findings Computerized Conferencing & Communications Center New Jersey Institute of Technology Digital Commons @ NJIT Computerized Conferencing and Communications Special Collections Center Reports 1-1-1982 Studies of computer mediated communications systems : a synthesis of the findings Computerized Conferencing & Communications Center Starr Roxanne Hiltz Upsala College, [email protected] Elaine B. Kerr Follow this and additional works at: https://digitalcommons.njit.edu/ccccreports Part of the Digital Communications and Networking Commons Recommended Citation Computerized Conferencing & Communications Center; Hiltz, Starr Roxanne; and Kerr, Elaine B., "Studies of computer mediated communications systems : a synthesis of the findings" (1982). Computerized Conferencing and Communications Center Reports. 16. https://digitalcommons.njit.edu/ccccreports/16 This Report is brought to you for free and open access by the Special Collections at Digital Commons @ NJIT. It has been accepted for inclusion in Computerized Conferencing and Communications Center Reports by an authorized administrator of Digital Commons @ NJIT. For more information, please contact [email protected]. STUDIES OF COMPUTER MEDIATED COMMUNICATIONS SYSTEMS: A SYNTHESIS OF THE FINDINGS FINAL REPORT ON A WORKSHOP SPONSORED BY THE DIVISION OF INFORMATION SCIENCE AND TECHNOLOGY NATIONAL SCIENCE FOUNDATION STARR ROXANNE HILTZ AND ELAINE B. KERR STUDIES OF COMPUTER-MEDIATED COMMUNICATIONS SYSTEMS: A SYNTHESIS OF THE FINDINGS Final Report on a Workshop Sponsored by the Division of Information Science and Technology National Science Foundation (IST-8018077 to Upsala College) Starr Roxanne Hiltz and Elaine B. Kerr With Contributions by: Richard Adler John Bregenzer James Danowski Peter Johnson-Lenz Trudy Johnson-Lenz Valarie Lamont Hubert Lipinski Joseph Martino Jane McCarroll Ronald Rice John Senders Murray Turoff Research Report Number 16 Computerized Conferencing and Communications Center New Jersey Institute of Technology The opinions and conclusions expressed herein are solely those of the authors and do not necessarily reflect those of the National Science Foundation. This report was produced by Network Services, Inc. and the Computerized Conferencing and Communications Center, New Jersey Institute of Technology, since Upsala College has no facilities for printing material composed on a computer system, or for producing large documents. We are grateful for their cooperation. Mary Ann Solimine served as administrative assistant, coordinating the details of the face-to-face workshop and assisting with text entry. Elizabeth DeWitt and Kathrin Fellows also assisted with text entry. CONTENTS Preface ... ... •••• • • ..... •••••••••• CHAPTER I: INTRODUCTION Overview of the Medium 3 Procedure . ... .- ................. 5 Synthesizing Expert Opinions: A Modified Delphi Approach . 6 Factors in Computer-Mediated Communication Systems . 7 Comparability of the Data 8 Descriptions of the Systems and Groups Studied . • • . .... 9 EIES Operational Trials • . 9 Other Systems • • . 13 Conclusions 18 CHAPTER II: SYSTEM AND TASK CHARACTERISTICS System Software Factors • • 25 General Interface Characteristics .. .... • • . 33 Accessibility 33 Control and Forgiveness ........... 35 Guidance and Self Documentation 36 Responsiveness 37 Humanization . ........... ▪ 38 Leverage and Simplicity/Modifiability Flexibility and Variety 39 Informativeness • • Other Factors - Interactive Systems Design . .. • . Reliability 42 Protection and Security 42 Cl osure . • • . •••• ••••••••••••••• • . 44 Segmentation and Comprehension ...... .. 45 Regularity and Predictability • • . 46 Text Handling 50 Evolution 54 Communication Richness 56 Sense of Community 57 Human Help . 60 Privileges and Protection 61 Special Purpose Communication Structures 62 Integrated Data Structures 63 Indirect Communication Channels 64 Voting 65 User Simulation and Marketplace Structures 65 Other capabilities 67 The Role of Terminal Features in Determining the Acceptability 69 of Computer-Mediated Communication Systems by John Senders General Considerations 70 Physical Characteristics 72 The Display System 72 The User Population 75 The Computer-Mediated Communications Environment 76 Conclusions 77 CHAPTER III: ACCEPTANCE AND USAGE OF COMPUTER-MEDIATED COMMUNICATION SYSTEMS The Conceptualization and Measurement of Acceptance 83 Findings of Previous Studies 89 Findings for Scientific Groups Using EIES 91 Results of a Study of NLS 91 The Predictive Power of Individual Characteristics 96 Attitudinal Variables 97 Attitudes toward Computers 99 Pre-Use Expectations about the System 99 Attitudes toward the Group 101 Perceptions of Self with Respect to Group 101 Degree of Pressure to Use the System 102 Biographical Charecteristics 103 Personality Factors 106 Basic Values and User Acceptance 109 Communication Skills and Preferences 110 Previous Experience with Computers or Terminals 112 Access to Alternative Media 114 Productivity and Work Patterns 115 Group Factors in Determining Acceptance 117 Structure 117 Size 117 Degree of Geographic Dispersion 120 Centralized vs. Decentralized Control 121 Pre-Existing Communications Network 123 Leadership 125 Leadership Style 125 Leadership Effort . 127 Cohesiveness 129 Sociometric Ties: Type and Density 130 Face-to-Face Meetings Prior to Conferencing 131 Working Relationships Prior to Conferencing 132 Existence of Cliques, Isolates or Integration into a Single Group 132 Competition 133 Trust or Openness among Members 135 Other Determinants 136 Access to Terminals 136 Direct vs. Indirect Use 138 Summary 139 ii CHAPTER IV: IMPACTS OF COMPUTER-MEDIATED COMMUNICATIONS UPON INDIVIDUALS AND GROUPS Toward a Definition of Impacts . ..... ;5 Proeedure •....• . ..... • • • • •..••• • . 147 Cognitive Impacts on Individuals . • • • • ... Discriminates in Favor of the Literate • . • • 01 Handling Larger Amounts of Information .152 Learning via the Written Word 153 New Information Needs ...... 154 Information Overload 155 Reduced Tendency to Follow Traditional Patterns 156 Lit eracy Improves . .. ...... • • . • 157 Requires New Skills . ............ • 157 Improves Spelling and Typing . .... 158 Increases Variety of Ideas . .158 Lifetime Learning 159 Expands Effective Scope 160 Personal Goal's Change 161 Summary .. ......... .... • • • • • . • • 161 Affective Impacts on Individuals 164 Potential for Addiction 166 Creates Isolation . 168 New Sources of Stress . ..................169 Lack of Feedback Frustrating • • . ••• ••• 0 ••• • • .170 Supports Self-Presentation . ...... .... ... 171 Increases Status Increases Affective Ties Friendships Endure Longer 174 Friendships Terminate Differently 175 Friendship Ties Resolidify ....... •171 ! Strengthens Support Systems ....... • 176 Summary 177 Behavioral Impacts on Individuals Choice of When to Communicate ..... .. • • .' '. : 74 Increases Connectedness 180 Opportunity to be in the Center of Action . • • • • • 181 Speeds Interaction 182 Able to Join Groups More Freely 182 Reduces Travel Blurs Distinction between Work and Leisure .... . H Changes in Leisure Time Activities . ........... Freedom of Residence 186 Creates Opportunities for Flextime 186 Better Responses to Technical Questions 187 Increases Quality of Work 187 Allows Time for Reflection 189 Increases Explicitness of Communication .. ... • • • • . 189 Changes Filing Methods • • . • • .190 Summary 190 iii Group Impacts 192 Cognitive Impacts on Groups 193 Creates Group Resources 193 Improves Group Decisions 195 Increases Knowledge-Based Authority 198 Greater Awareness of the Global Situation . 198 More Abstract Creative Process . • .. ......... .199 Provides a Common Framework 201 Develops Communities of Interest 202 Summary 204 Affective Impacts on Groups 205 Inhibits Trust 205 Facilitates Supportive Interaction 207 Summary 209 Behavioral Impacts on Groups 210 Communication Links Increase 211 Changes Who Talks to Whom 214 Increases Informal Communication 214 Changes Centrality of Members 215 Greater Equality of Participation 216 Increases Need for Strong Leadership 218 Leadership Emergence is Different 220 Increases Network Density 221 Promotes Role Equality and Flexibility . • •....... • .222 Fluid Teams vs. Hierarchy 223 Groupware Changes Meeting Structures 224 Content Threads Increase 225 Difficult to Focus Discussions 226 Irregular Participation 227 Questions Often Unanswered 229 Consensus Less Likely 229 Reduces Lag Time 231 Expands Group Size 232 Increases Lateral Network Linkages within Organizations . 233 Increases Cross-Group Communication 234 Creates New Kinds of Groups 235 Increases Lateral Network Linkages between Organizations . .235 Decentralizes Communication 237 Increases Possible Span of Control 239 Increased Use of Organizational Consultants 239 Changes Social Structures 240 New Ways to Promote Goals 241 Creates New Demands for Funds 241 Increases Potential for Elites 242 Research Communities Become More Open 243 Kinship Ties Resolidify 244 Other Impacts 245 Summary 246 Societal Impacts 248 Conclusions 251 iv CHAPTER V: CONSIDER THE GROUPWARE: DESIGN AND GROUP PROCESS IMPACTS ON COMMUNICATION IN THE ELECTRONIC MEDIUM by Peter and Trudy Johnson-Lenz Structured Communication 255 Groupware 257 The Design Process 258 Previous work in Aspects of Groupware 263 Characteristics of Group and Group Work 265 Characteristics of Procedures 267 Software Design Elements 271 Examples of Specific Communication
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