Kevin Crowston

The interdisciplinary study of coordination

This survey characterizes an emerging research area, sometimes called coordination theory, that focuses on the interdisciplinary study of coordination. Research in this area uses and extends ideas about coordination from disciplines such as computer science, organization theory, operations research, economics, linguistics, and psychology. A key insight of the framework presented here is that coordination can be seen as the process of managing dependencies among activities. Further progress, therefore, should be possible by characterizing different kinds of dependencies and identifying the coordination processes that can be used to manage them. A variety of processes are analyzed from this perspective, and commonalities across disciplines are identified. Processes analyzed include those for managing shared resources, producer/consumer relationships, simultaneity constraints, and task/subtask dependencies. Section 3 summarizes ways of applying a coordination perspective in three different domains:(1) understanding the effects of information technology on human organizations and markets, (2) designing cooperative work tools, and (3) designing distributed and parallel computer systems. In the final section, elements of a research agenda in this new area are briefly outlined.

What is coordination theory and how can it help design cooperative work systems

It is possible to design cooperative work tools based only on “common sense” and good intuitions. But the history of technology is replete with examples of good theories greatly aiding the development of useful technology. Where, then, might we look for theories to help us design computer-supported cooperative work tools? In this paper, we will describe one possible perspective—the interdisciplinary study of coordination—that focuses, in part, on how people work together now and how they might do so differently with new information technologies. In one sense, there is little that is new about the study of coordination. Many different disciplines—including computer science, sociology, political science, management science, systems theory, economics, linguistics, and psychology—have all dealt, in one way or another, with fundamental questions about coordination. Furthermore, several previous writers have suggested that theories about coordination are likely to be important for designing cooperative work tools (e.g., [Holt88], [Wino86]). We hope to suggest here, however, that the potential for fruitful interdisciplinary connections concerning coordination is much greater than has as yet been widely appreciated. For instance, we believe that fundamentally similar coordination phenomena arise—unrecognized as such—in many of the fields listed above. Though a single coherent body of theory about coordination does not yet exist, many different disciplines could both contribute to and benefit from more general theories of coordination. Of particular interest to researchers in the field of computer-supported cooperative work is the prospect of drawing on a much richer body of existing and future work in these fields than has previously been suggested. In this paper, we will first describe what we mean by “coordination theory” and give examples of how previous research on computer-supported cooperative work can be interpreted from this perspective. We will then suggest one way of developing this perspective further by proposing tentative definitions of coordination and analyzing its components in more detail.

Free/Libre open-source software development: What we know and what we do not know

We review the empirical research on Free/Libre and Open-Source Software (FLOSS) development and assess the state of the literature. We develop a framework for organizing the literature based on the input-mediator-output-input (IMOI) model from the small groups literature. We present a quantitative summary of articles selected for the review and then discuss findings of this literature categorized into issues pertaining to inputs (e.g., member characteristics, technology use, and project characteristics), processes (software development practices, social processes, and firm involvement practices), emergent states (e.g., social states and task-related states), and outputs (e.g. team performance, FLOSS implementation, and project evolution). Based on this review, we suggest topics for future research, as well as identify methodological and theoretical issues for future inquiry in this area, including issues relating to sampling and the need for more longitudinal studies.

From Conservation to Crowdsourcing: A Typology of Citizen Science

Citizen science is a form of research collaboration involving members of the public in scientific research projects to address real-world problems. Often organized as a virtual collaboration, these projects are a type of open movement, with collective goals addressed through open participation in research tasks. Existing typologies of citizen science projects focus primarily on the structure of participation, paying little attention to the organizational and macrostructural properties that are important to designing and managing effective projects and technologies. By examining a variety of project characteristics, we identified five types-Action, Conservation, Investigation, Virtual, and Education- that differ in primary project goals and the importance of physical environment to participation.

The future of citizen science: emerging technologies and shifting paradigms

Citizen science creates a nexus between science and education that, when coupled with emerging technologies, expands the frontiers of ecological research and public engagement. Using representative technologies and other examples, we examine the future of citizen science in terms of its research processes, program and participant cultures, and scientific communities. Future citizen-science projects will likely be influenced by sociocultural issues related to new technologies and will continue to face practical programmatic challenges. We foresee networked, open science and the use of online computer/video gaming as important tools to engage non-traditional audiences, and offer recommendations to help prepare project managers for impending challenges. A more formalized citizen-science enterprise, complete with networked organizations, associations, journals, and cyberinfrastructure, will advance scientific research, including ecology, and further public education.

Discontinuities and continuities: a new way to understand virtual work

“Virtual” is a potent buzzword, freely applied to many situations, with many meanings. In this exploratory study, we develop a more precise understanding of “virtual” to describe changing work environments. Specifically, we propose a framework to classify work environments based on the type of discontinuities involved. Discontinuities are gaps or a lack of coherence in aspects of work. The framework allows us to compare research across different topics and work settings. We use the framework to classify 75 published articles on virtual work environments or earlier, related research streams. We observed that many studies were simultaneously addressing existing or emerging continuities, factors or strategies for overcoming discontinuities. The focus of “virtual” is on changes in the work environment; however, our analysis suggests the need to be equally aware of factors that have not changed and which may become more critical with the introduction of discontinuities.

Methods for Modeling and Supporting Innovation Processes in Smes

Purpose – Sets out to investigate business modeling techniques (BMTs) which can be used to support and improve innovation processes within small and medium‐sized enterprises (SMEs).Design/methodology/approach – Based on a literature review, different analysis perspectives on innovation processes are identified and discussed, and some firm needs and problems are pointed out. The importance of BMTs to firms is further tested by an empirical study whose initial results are reported. Finally, by matching problems and techniques characterized by the same ontology, the BMTs most suitable to address SME needs are identified and their role within the innovation process discussed.Findings – The main result of the paper is the identification of the problems facing SMEs in innovation processes and the possible support offered by BMTs. Though methods and models alone do not assure the success in the innovation development process (IDP), they are enabling factors and can support the creation of strategies, reasoning, ...

Effective work practices for software engineering: free/libre open source software development

We review the literature on Free/Libre Open Source Software (FLOSS) development and on software development, distributed work and teams more generally to develop a theoretical model to explain the performance of FLOSS teams. The proposed model is based on Hackmans [34] model of effectiveness of work teams, with coordination theory [52] and collective mind [79] to extend Hackmans model by elaborating team practices relevant to effectiveness in software development. We propose a set of propositions to guide further research.

Information technology and the transformation of industries: three research perspectives

It is often claimed that information technology has the potential to transform entire industries. However, we find that very little IS research has been conducted at the industry level. Moreover, the small amount of research that has been conducted on IT and industries has been based largely on just one perspective of industries. Given the scale and potential impact of the changes that are happening at an industry level, we believe a concerted effort is needed to study this phenomenon. We propose a research agenda for studying IT and industries. We suggest three research perspectives for studying IT and industries: an economic perspective, an institutional perspective, and a socio-cultural perspective. Just as IS research that addresses these aspects at the organizational level has grown in recent years and contributed to our understanding of IS, so in this paper we argue that a similar broadening, as well as more studies, are needed at the industry level of analysis. We provide an example from the real estate industry to illustrate the usefulness of the three research perspectives. q 2004 Elsevier B.V. All rights reserved.

Customer Satisfaction with Electronic Service Encounters

Customer relationship management is an integral component of business strategy for on-line service providers. This paper investigates the aspects of on-line transactions in electronic retailing that are most likely to satisfy or dissatisfy customers, thereby increasing or decreasing the likelihood of building and maintaining relationships with them. For this study, 513 respondents reported behaviors, perceptions, beliefs, events, features, characteristics, attributes, and situations that expressed their satisfaction or dissatisfaction with electronic service encounters. Content analysis of these encounters yielded three meta-categories, six categories, and 33 subcategories of customer satisfaction or dissatisfaction with on-line service providers. The findings suggested that three major categories are robust even in the electronic context of the Internet. The antecedents identified were relevant both to product-related services (e.g., books, apparel) and to pure services (e.g., on-line banking, on-line stock trading). The study found that the characteristics and behaviors of customer-contact employees play an important role in on-line service encounters. It also revealed a percentage decrease in satisfactory incidents, a percentage increase in unsatisfactory incidents, and a percentage increase in unsatisfactory incidents involving employee characteristics and behaviors as service encounters move from a bricks-and-mortar environment to an electronic context. This suggests that customer-contact employees may not be well equipped to deal with on-line customers.