Teamwork online: The effects of computer conferencing on perceived confusion, satisfaction, and postdiscussion accuracy

This study investigated the impact of computer-mediated communication on teamwork by examining 40 4-person teams working in either face-to-face or computer conferencing environments. Results were consistent with the belief that computer-mediated teams have trouble maintaining mutual knowledge. Compared with their face-to-face counterparts, computer-mediated teams viewed their discussions as more confusing and less satisfying, spent more time devising decisions, and felt less content with their outcomes. Discussion time mediated the relationship between the communication medium and outcome satisfaction. Confusion and outcome dissatisfaction predicted inaccuracies when members independently recorded team decisions; accordingly, the electronic communication medium reduced decision recording accuracy. By clarifying several shortcomings associated with computer conferencing, these results can be used to inform choices when selecting and developing effective team communication media.