As organizations employ information technologies to facilitate business process redesign and other organizational changes, they are not consistently observing the high levels of group performance touted by proponents of this technology. To achieve the breakthrough performance desired, organizations need a clearer and more systematic understanding of how to effectively use the technologies in specific group environments. This article develops a conceptual framework for examining the interrelationships among group support system tools, group characteristics, and their joint influence on performance. Organizations can use this framework to train facilitators to more effectively appropriate group support technologies and garner more intended benefits for the firm.
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