Transcript Global_IS
CULTURAL DIVERSITY AND INFORMATION AND COMMUNICATION TECHNOLOGY IMPACTS ON GLOBAL VIRTUAL TEAMS: AN EXPLORATORY STUDY 指導老師：林娟娟 教授 報告學生：林承賢 98756006、張建邦98756019 Outline Abstract Introduction Literature review Methodology Findings The impact of cultural diversity on GVT effectiveness ICT mediation of the impact of cultural diversity on GVT effectiveness Conclusions and implications Abstract 動盪的環境與全球的經濟競爭 Information and Communication Technology (ICT) Fortune 500 企業中9個國家41個團隊 e-mail teleconferencing combined with e-Meetings team rooms Introduction ICT會增加多元文化員工參與 Global Virtual Teams(GVTs) 挑戰 影響因素 Literature review 文化的定義 Levels Factors Definitions Ethnographies and ICT Literature review 文化多元性的假設 heterogeneous and homogeneous electronic meeting systems used group decision support systems (GDSS) Methodology 資料來源 9個國家 41個團隊 整理與分析 開放性譯碼 (open coding ) 紮根理論 (grounded theory) Findings The impact of cultural diversity on GVT effectiveness 溝通的特徵 direct/indirect succinct/elaborate Contextual/personal instrumental/affective time orientation and body language Polychronic/Monochronic Findings The impact of cultural diversity on GVT effectiveness Decision-making 案例狀況 Findings ICT mediation of the impact of cultural diversity on GVT effectiveness ICT如何調解這些影響 溝通媒介 e-mail 、chat、 e-Meetings、 teleconferencing、 team room activities and face-to-face meetings. 最多人使用E-mail來溝通。 透過ICT的協助得以減少因文化差異性所造成的負面 影響，同時也強化正面的影響。 E-mail 使用E-mail限制? 好處? E-mail無法傳遞社交及非語言線索(social and nonverbal cues)。 正因這個限制，在不同文化間的溝通得以減少錯誤 的傳達 。 (1,7/17/02, U.S.) 不用了解各國的文化差異，There there. is just the plain text E-mail 非英語系者透過E-mail表達比講話來的好。 (13,8/30/02, Japan) The Japanese, writing is okay, but speaking or hearing is tough. 可以使用拼字檢查及反覆檢查內容來提高訊息正確 率。 (16,9/10/02, Israel) I can use the spell checking. (42, 2/21/03, France) I would ask my teammates [in the same location] if they agree with the statement.. E-mail 使用E-mail可以免除口音的困擾。 (16, 9/10/02, Israel) We just don’t understand what they (Japanese,Chinese) are saying . E-mail有固定的型式，通常使用較短即明確的語 句。 (32, In (10, 10/22/02, Israel) an e-mail you will not include more then one idea. 8/10/02, U.S.) Japanese, or Asians, they don’t like to say “no”. E-mail E-mail具有連續性，不會停頓。 (15, 7/22/02, Israel) The Japanese they simply don’t talk, you have nothing to listen to. 直接了當的敘述幫助克服精簡與過於詳述言詞。 (32, 10/22/02, Israel) e-mail, usually lack context. E-mail E-mail減輕語言和非語言形式間的負面影響，從 而減少誤解。 The rehearsability or editability of e-mail helped overcome language barriers. E-mail as a lean medium did not allow accents and nonverbal misinterpretations to occur. Similarly, the relative absence of social cues facilitated intercultural communication. Teleconferencing More difficult via phone than in face-to-face communication or e-mail. Vocal cues were distracting and unfamiliar accents often created miscommunication. 如何克服 Avoid unfamiliar accents Written summaries Teleconferencing illustration (10, 8/10/02, U.S.) [Japanese]“This (4, is what we’re saying” 7/29/02, U.S.) This (15, is what I understood from our conversation. 9/22/02, Israel) Turn the phone to mute, and we will say, ‘‘What did he mean?’’ (12, 8/30/02, U.S.) e-Meetings, typing the result on their screen Teleconferencing Synchronous written documents helped teams overcome challenges associated with spoken language. The combination of teleconferencing and eMeetings enabled synchronous communication that was richer than either technology by itself. Team rooms A team room is an electronic shared group workspace. Team room’s asynchronous nature, archiving capabilities, and restricted accessibility were useful characteristics for GVTs. Chat Use Lotus Sametime. Textual chat has the potential for mitigating the impact of cultural diversity on team effectiveness Users considered chat to be mostly for informal and spontaneous communication. Channel selection Members with high social proximity could use a wide range of channels, while low social proximity precluded synchronous and informal channels. E-mail was frequently selected for intercultural communication. Summary of findings Impacts Positive impacts of cultural diversity ICT role Outcomes Leverage diverse knowledge and skills to improve outcomes of decision-making, and to develop a global product Enable Improve outcomes of decisionmaking and performance (compared with collocated homogeneous teams) Concurrent engineering to reduce time to market Enable Improve performance (time to market) Software engineering reduces Enable dependency on how each component functions to improve integration of components Improve performance (compared with collocated homogeneous teams) Constructive conflict Improve outcome of decisionmaking and performance (compared with collocated homogeneous teams), but reduce satisfaction Enable Summary of findings Impacts Negative impacts of cultural diversity ICT role Outcomes Differences in nonverbal styles create miscommunication Eliminate Improve communication, satisfaction, and performance (compared with face-to-face heterogeneous teams that do not use ICT) Differences in verbal style create miscommunication Mitigate Improve communication, satisfaction, and performance (compared with face-to-face heterogeneous teams that do not use ICT) Language differences create miscommunication due to lack of accuracy Mitigate Improve communication, satisfaction, and performance (compared with face-to-face heterogeneous teams that do not use ICT) Conclusions and implications Conclusions and implications ICT is a tool that facilitates the process of boundarycrossing to overcome the challenges resented by remote and culturally diverse team members. ICT mitigated the negative impact of intercultural miscommunication. ICT could operate better than in face-to-face meetings. Limitations derived from one organization few members from some cultures(Japan, France, and Germany); many from others (U.S. and Israel)