Collaboration Information Systems David Kroenke Using MIS 3e Chapter 2 Collaboration Information Systems David Kroenke

Chapter Preview One of the best ways of improving team meetings is to use collaboration information systems, as you’ll learn in this chapter. We begin by defining and describing collaboration. Given that definition, we’ll then look at the five components of a collaboration system and consider the procedure and people components in particular. Then, we’ll examine how three different types of collaboration system can be used to facilitate communication, manage the team’s work product, and control team workflow. We’ll then consider collaboration in the business context. We’ll examine how information systems improve collaboration for problem solving, project management, and decision making. As you read this chapter, keep in mind (from Chapter 1) that collaboration is one of the four critical skills that Robert Reich identified for twenty-first-century workers. As you’ll see, the ability to use collaboration systems is a key part of modern collaboration skills.

Study Questions Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Chapter Opening Scenario Does that FlexTime meeting sound like meetings you have with fellow students? It doesn’t have to be that way. One of the best ways of improving team meetings is to use collaboration.

What Is Collaboration? Collaboration occurs when two or more people work together to achieve a common: Goal Result Work product Greater than individuals working alone Involves more than coordination and communication alone

Importance of Feedback and Iteration Feedback and iteration provide an opportunity for team members to: Proceed in a series of steps (iterations) by continuously reviewing and revising one another’s work. Learn from one another rather than working in isolation. Change the way they work and what they produce. Ultimately, produce a product that’s greater (and better) than an individual could accomplish working alone.

Critical Collaboration Drivers Effectiveness of a collaborative effort is driven by three critical factors: Communication Content management Workflow control

Communication Communication skills and abilities of group members Key Elements Ability to give and receive critical feedback? Availability and use of effective communication systems

Content Management Users need to manage content in order to avoid conflicts. Need to know who made what changes, when, and why. Content-management systems track and report such data. Members have different rights and privileges. Information systems play a key role in enforcing such restrictions.

Workflow Control Workflow is a process or procedure to create, edit, use, and dispose of content. It specifies the particular ordering of tasks. It includes processes for handling rejected changes and exceptions. It ensures tasks are completed in an orderly manner. Ad hoc groups—communication most important drive, rather than formalize workflows.

Study Questions Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Components of a Collaboration Information System Hardware Client hardware Computers and other communication devices (iPhones, Blackberries) Server hardware Computers installed and operated by IT professionals that support the collaboration system.

Software Google Docs & Spreadsheets Free, only need Web browser to use Microsoft Groove Must be installed on the client computers of all group members Microsoft SharePoint Setup on a server computer User need only browser to use Integrated with Microsoft Office Can be expensive for business users

Components of a Collaboration Information System

Data Collaboration data consists of documents, discussions, tasks lists, and other types of team data. Google Docs & Spreadsheets will store and manage Word and Excel documents. Groove allows users to store almost any kind of computer file including Word, Excel, PowerPoint, Acrobat, pictures, drawings, other document types, multiparty chat, chat session logs, VoIP. SharePoint can store discussion lists, task lists, announcements, calendars, and more. SharePoint supports team Wikis and team member blogs.

Types of Collaboration Procedures Procedures for using the collaboration software: Perform basic tasks like creating announcements, reading and storing documents, adding items to lists, responding to surveys and so forth. Procedures for conducting a collaborative project: Concerns how the team will perform its collaborative work.

Collaboration Procedures Starting phase Planning phase Doing Wrapping-up Iteration and feedback—loop is nature and power of collaboration

Starting Phase Set ground rules Consider team authority—set goal/objectives and determine how to accomplish them Set expectations for team members Role each will play Authority for each member Establish procedures for meetings

Planning Phase Determine “who will do what and by when” Identify task dependencies Evaluate alternatives Make clear assignments of tasks to team members: To ensure that team members know when, and by whom, tasks will be accomplished.

Doing Ensure that tasks are accomplished on time Identify schedule problems as early as possible Add, delete, modify tasks, change task assignments, add or remove task labor and so forth, as necessary

Wrapping-Up Document results Document the “learnings” for future teams Close down the project and disband

Decisions and Procedures for Project Phases

Important and Not-Important Characteristics of a Collaborator

Study Questions Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Types of Communication Synchronous communication Team members meet at the same time, but not necessarily at the same geographic location. It may include conference calls, face-to-face-meetings, or online meetings. Asynchronous communication Team members do not meet at the same time or in the same geographic location. It may include discussion forums or email exchanges.

Technology Available to Facilitate Communication

Virtual Meetings Don’t require everyone to be in same place at same time Virtual meeting tools Conference calls—can be difficult to arrange the right time Multiparty text chat—easier to arrange if everyone has mobile texting Videoconferencing—requires everyone to have the proper equipment Email—most familiar but has serious drawbacks in content management Discussion forums—content is more organized than email Team surveys—easy to manage but don’t provide very much interactive discussion

Students Should Forgo Face-to-Face Meetings Group calendar—Outlook, Evite Virtual meetings—Synchronous Conference calls Webinars—WebEx, SharedView Multiparty text chat—Groove Videoconferencing—Live Meeting

User Participating in NetMeeting Figure 2-5

Communicating Asynchronously Email: Problem of too much freedom, too easy to hide Discussion threads disorganized, disconnected Difficult to find particular emails, comments, or attachments

Example of Discussion Forum Fig 2-6 Example of Discussion Forum

Portion of Sample Team Survey

Study Questions Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Three Categories of Sharing Content Your choice depends on the degree of control your team needs to complete their tasks

Shared Content with No Control Email attachments are most primitive and have numerous problems. Someone may not receive the email, ignores it, doesn’t notice it, or does not save the attachments. Difficult to manage attachments. Shared file server provides a single storage location for all team members. Uses FTP technology to access files Known location for finding documents Problems can occur if multiple team members try using same file at same time.

Shared Content with Version Management Version management—track changes to documents and provide features and functions to accommodate concurrent work Three version-management systems Wikis Google Docs & Spreadsheets Microsoft Office Groove

Wikis (We-keys) Wikis are shared knowledge bases, repositories of team knowledge that can track changes. Simplest version-management systems Most famous wiki is wikipedia.org Publicly available general encyclopedia Tracks who created entry, date of creation, identity of who changed entry, date, and possibly other data. Some users are given permission to delete wiki entries.

Figure 2-9

Google Docs & Spreadsheets Access at http://docs.google.com with a Google account (not same as Gmail account) Google account can be affiliated with whatever email account you provide. Documents are stored on Google servers making them accessible from anywhere. Team members can track revisions and review change summaries. A free service but you must use Google programs for processing.

Revisions Shared by Three People Sample Google Docs & Spreadsheets Document Versions

Microsoft Office Groove A user creates a workspace and invite others to join. Workspace has a collection of tools Automatically propagates changes to workspace to all group members’ computers. Show all work that was done while user was away Does concurrent update control Multiuser chat, VoIP Use it asynchronously or synchronously Use any computer or server to access workspaces Each user must have a license and install it on each computer (may be exceptions).

Downside of Groove Each user must purchase a license for Groove. Groove must be installed on each member’s computer. Member creates a workspace, which is a collection of tools, documents, and users. The creator of the workspace invites others to join by sending them an email. Invitee accepts to join the workspace and can view all workspace contents, including documents, schedules, drawings, announcements of meetings, and so forth. When a user changes a document, Groove automatically propagates that change to workspaces on other users’ computers. Supports multiuser text chat and Voice over IP (VoIP).

Example of Groove Workspace Fig 2-11 Example Groove Workspace

Shared Content with Version Control Each team member is given an account with a set of permissions. More control over changes to documents. Uses shared directories (a.k.a. libraries) to store documents. Users are given permissions that limit what they can do with the documents. Permissions—user might have read-only permission for library 1; read and edit permission for library 2; read, edit, and delete permission for library 3; and no permission even to see library 4. Requires users to check out documents and check them back in.

Example of Document Checkout Fig 2-11

Version-Control Applications Microsoft SharePoint is the most popular for business use. Requires a publicly accessible server Difficult to install Has features for creating and managing team work products: surveys, discussion forums, wikis, member blogs, member Web sites, and workflow Master Control Document Locator CVS—software team use Subversion—control versions of software code, test plans, and product documentation

Checking Out Document Problem_Definition_Ricky Figure 2-12

Study Questions Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Types of Workflow Sequential workflow Parallel workflow When a document is reviewed by one group member, then another, and so forth Parallel workflow When documents are reviewed simultaneously by multiple members SharePoint site Workflows can be defined and SharePoint ensures team members perform required tasks

Sample Sequential Workflow Fig 2-13

SharePoint Workflow Form Fig 2-14

SharePoint Sequential Workflow Fig 2-15

Study Questions Q6. How do businesses use collaboration systems? Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Using Collaboration Systems for Problem Solving? Perceived difference between what is and what ought to be Different people can define/perceive a problem differently Tara defines the problem as Felix doesn’t regularly come to meetings. Felix defines the problem as the team is focused on cost savings when it should be focused on revenue. Other team members might have other definitions.

Using Collaboration Systems for Project Management Procedures and Decisions for Project Phases

Using Collaboration Systems for Decision Making? Operational decisions Concern day-to-day activities—How many widgets should we order from vendor A? Obtain data from transaction processing systems Require very little collaboration Managerial decisions Focus on the allocation and utilization of resources—How many engineers should we assign to project B? Require some collaboration Strategic decisions Are broader in their scope and center around organizational issues—Should we start a new product line? Are almost always collaborative

Two Decision Processes Structured Decisions Have an understood and accepted method for making decisions Have optimal solution Require very little collaboration Unstructured Decisions No agreed-on decision-making method No proven optimal solution Are often a collaborative process

Relationship Between Decision Type and Decision Process Operational decisions tend to be structured. Strategic decisions tend to be unstructured. Managerial decisions tend to be both structured and unstructured. Unstructured operational decision: “How many taxicab drivers do we need on the night before the homecoming game?” Structured strategic decision: “How should we assign sales quotas for a new product?”

Decision Process and Decision Type Fig 2-18

Decision Making and Collaboration Systems Few structured decisions need collaboration. No feedback or iteration are necessary Collaboration in routine, structured decisions is expensive, wasteful, and frustrating. Unstructured decisions Feedback and iteration are crucial Different perspectives required Communications systems are very important to the process.

Collaboration Needs by Decision Types Fig 2-19

Study Questions Q7. 2020? Q1 What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

How Will Collaboration Change By 2020? Face-to-face meetings (F2F) will be rare. Employees not needed to be present on site will work at home, either full time or at least several days a week. Nearly all corporate training will be online, mostly asynchronous. Business travel will be a shadow of its former self. Travel industry will re-organize for nearly exclusively for recreational travel. Conventions will become virtual.

Ethics Guide: Virtual Ethics? Virtual—“Something appears to exist that does not exist in fact.” Is everyone present? Is everyone really who they say they are? (No spoofing) Is everyone invited who should be? Was everyone, in fact, notified? Is it illegal to spoof someone? Are your ethics virtual? If others cheat on an online exam, are you justified to cheat too?

Guide: Securing Collaboration Collaboration systems pose serious security risks. All documents are stored on Google computers, which are located, well, who knows where? Does Google protect those computers appropriately? If those computers are located in, say, San Francisco, will they survive an earthquake? Wireless traffic is unprotected from wireless snoopers. Are you processing that data at a local coffee shop? Do you care that anyone in that shop can copy your data?

Guide: Securing Collaboration You post data in a Groove workspace so both your advertising agency and marketing guru can view it. You have just violated corporate security. Marketing guru makes a copy and uses it to improve her knowledge of consumer behavior. Unknown to you, she also consults for your chief rival and uses that knowledge to benefit your competitor. SharePoint has extensive security features, if administrator implemented a proper security plan. But, SharePoint makes it easy to download data.

Ethics Guide: Egocentric vs. Empathetic Thinking Egocentric thinking Centers on self “I’m right, everyone else is wrong.” “I believe sales are declining because our price is too high. We need to cut the price.” Empathetic thinking “My view” is one possible interpretation. Take time to learn what others are thinking. Take time to understand the problem domain as a system. (What factors can affect sales?)

Egocentric Thinking Egocentric thinking “Professor Jones, I couldn’t come to class last Monday. Did we do anything important?” Egocentric thinking Implies the student isn’t accountable for his actions Implies professor lectured on nothing important Doesn’t take into account professor’s view of absences Assumes the professor has time to rehash the class discussions and activities one-on-one Puts responsibility on the professor to remember everything said in class

Empathetic Thinking Empathetic thinking approach “I couldn’t come to class, but I got the class notes from Mary. I read through them, and I have a question…Oh by the way, I’m sorry to trouble you with my problem.” Empathetic thinking approach Takes personal responsibility Minimizes impact of absence on someone else Considers impact from professor’s side Considers that the professor must interrupt their other work to give extra help so you can recover from your absence

Active Review Q1. What is collaboration? Q2. What are the components of a collaboration information system? Q3. How can you use collaboration systems to improve team communication? Q4. How can you use collaboration systems to manage content? Q5. How can you use collaboration systems to control workflow? Q6. How do businesses use collaboration systems? Q7. 2020?

Case Study 2: Microsoft SharePoint at Intermountain Healthcare Operates a network of 21 hospitals with over 2,300 staffed hospital beds 130,000 patients and delivered 33,000 babies Has more than 150 clinics and employs more than 30,000 people Provides free private Web pages for patients or family members to communicate patient care and health matters to one another Provides a facility by which family and friends can send emails to patients that are printed and delivered to patients Web-based portal that patients use to view test results, make appointments, view medical records, and conduct other healthcare matters. Provides a Web nursery of photos of recently born babies

Microsoft SharePoint at Intermountain Healthcare

Microsoft SharePoint at Intermountain Healthcare Publishes traditional business documents such as announcements, policies, forms, pay schedules, consolidated business reports under a SharePoint umbrella Employees have one place to go to find and produce reports that they want. Result is reduced costs and better information for employees Employees can post new procedures or techniques or new ways of solving problems and can describe them on SharePoint sites. Made it easy for users to create Team Spaces where teams could collaborate on documents, share calendars, and perform other collaboration functions No formal user training; created a short video that walked users through process Thousands of employees contribute online now

Microsoft SharePoint at Intermountain Healthcare

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