Electronic meetings and intense group conflict: Effects of a policy-modeling performance support system and an audio communication support system on satisfaction and agreement

Journal/Book: Group Decis Negotiation. 1998; 7: Spuiboulevard 50, PO Box 17, 3300 AA Dordrecht, Netherlands. Kluwer Academic Publ. 131-155.

Abstract: Ad-hoc decision teams were used to examine the effects of an electronic meeting system (EMS) on group satisfaction and agreement. The decision task provoked intense conflict of values. The EMS had two core features - a policy-modeling group performance support system (incorporating structured decision methods and computer-supported cognitive feedback using Multi-Attribute Utility Analysis and Social Judgment Analysis), and an audio-based group communication support system (allowed dispersed members to communicate by voice). Policy groups reached higher agreement than conventional decision-making groups, apparently due primarily to the structure for cognitive-conflict tasks that was imposed on group discussion rather than computer supported cognitive feedback displays. Audio groups were more satisfied with the conflict process than face-to-face groups. Decision agreement was equivalent across the two media. These audio effects for a highly equivocal task represent a further challenge to media richness theory.

Note: Article Harmon J, Fairleigh Dickinson Univ, Silberman Coll Business Adm, 285 Madison Ave, Madison,NJ 07940 USA

Keyword(s): audio-conferencing; conflict management; dispute resolution; electronic meeting systems; group communication support systems; group decision making; group performance support systems; media richness; multi-attribute utility analysis; negotiation support systems; MULTIATTRIBUTE UTILITY MEASUREMENT; SOCIAL JUDGMENT ANALYSIS; GROUP DECISION; MEDIA RICHNESS; NEGOTIATION; QUALITY; INTERVENTION; DELPHI; CUES

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