EFFECTS OF TECHNOLOGICAL SUPPORT ON DECISION MAKING PERFORMANCE OF DISTRIBUTED GROUPS

This research was concerned with the collection of empirical data necessary to estimate the effects ofdecision support tools on the performance of distributed groups. Data was collected in a controlledexperimental environment that simulated a geographically-dispersed meeting through the use ofvideoconferencing and group communication support (GCSS) technology. Results of the use of a GroupDecision Support System (GDSS) on group process and outcome variables were mixed. As predicted bythe literature the use of a GDSS by distributed groups improved overall group consensus, decisionaccuracy, and decision effectiveness. The use of a GDSS also increased perceived process structure.Contrary to previous studies, the use of a GDSS increased decision time, and decreased overallsatisfaction with the group process. No significant effects were found for perceived consensus,cooperation, amount of information exchange, or confidence in the decision.A strong correlation was found between decision quality and decision time. An even stronger correlationwas found between perceived structure of the process and satisfaction with the process. The lack offeedback about the process and its outcomes could explain the lack of a GDSS effect on perceptions ofconsensus, cooperation, and confidence in the decision. Perception of subjective measures of the processmay depend on the presence of the appropriate types of feedback. The results suggest that an increase instructure without a perceived improvement in decision quality (confidence in the decision) tends toreduce group satisfaction.A richer taxonomy for Computer Supported Cooperative Work (CSCW) systems is proposed wherebythree orthogonal dimensions of group support are defined. These three dimensions of group support are:Communication support, decision support, and presence support. This new taxonomy suggests a number ofresearch directions aimed at the empirical identification of contextual and design factors relevant todistributed group performance and decision making performance in general.