Groupware and Social Dynamics: Eight Challenges for Developers

The huge software markets created by standalone PC's used to be restricted to single-user applications. However, this changed as computers became interconnected through networks which opened the markets for group applications. The main problems arises from the fact that the biggest interest in groupware development is found among developers and users of commercial off-the-shelf products, who used to focus om single-user applications.

In general, an organization may adapt to a large computer system, but a small application program must adapt to the organization. Groupware is seen as a small application in comparison with MIS software. Due to the social and political factors at work in group settings, achieving groupware acceptance is much trickier than single-user product acceptance.

The eight challenges for groupware developers are:

1. There exist a disparity in the work and benefit of different users - Electronic calendar example
2. A critical mass for groupware is required and according to the prisoner's dilemma if everyone furthers his own goal the critical mass will not be reached.
3. There is often a disruption of social processes that can lead to rejection of the groupware. It is extremely important for groupware developers to work with representative users whenever possible.
4. Exception handling - Most systems requires ad hoc solutions and it is difficult to implement these features within the groupware.
5. Unobtrusive accessibility - Infrequently used features must not obstruct more frequently used features. However, they must be known and accessible to users.
6. Difficulty of evaluation - It is difficult to relaibly capture complex but important social, motivational, economic and politicial dynamics.
7. Failure of intuition - Good intuition for multi-user applications is unlikely to be found anywhere in a product development environment. Experience is based on single-user applications.
8. The adoption process - Consultation is not packaged with shrinkwrapped software and groupware adoption is a much more complex process than that of of-the-shelf wordprocessors.

The following methods may help in overcoming behavioural and social challenges.

• Extend the use of single-user applications by adding groupware features
• Find niches where existing groupware succeeds
• Build on projects that have fared better in the past
• Find ways to provide direct benefits for all group members
• Educate managers and developers about groupware