This paper examines the use of a groupware technology--Lotus Development Corporation's Notes® --in the context of customer support to understand how the technology was used to enable organizational changes over time. Building on its successful implementation of the technology two years ago, the...

July 1998

This paper explores the introduction of a groupware into an organization to understand the changes in work practices and social interaction facilitated by the technology. The results suggest that people's mental models and organizations' structure and culture significantly influence how...

In this paper, we demonstrate that teams may use genre systems -- sequences of interrelated communicative actions -- strategically or habitually to structure their collaboration. Using data from three teams' use of a collaborative electronic technology, Team Room, over an eight month period, we...