What is chat doing in the workplace?

ABSTRACT

We report an empirical study of a synchronous messaging application with group-oriented functionality designed to support teams in the workplace. In particular, the tool supports group chat windows that allow members of a group to communicate with text that persists for about a day. We describe the experience of 6 globally-distributed work groups who used the tool over a period of 17 months. An analysis of use shows that the group functionality was used primarily for bursts of synchronous conversations and occasional asynchronous exchanges. The content was primarily focused on work tasks, and negotiating availability, with a smattering of non-work topics and humor. Nearly all groups were remarkably similar in the content of their group chat, although the research group chatted far more frequently than the others. We conclude with suggestions for future research, and a discussion of the place of team-oriented synchronous messaging tools in the workplace.

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INDEX TERMS

Primary Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Computer-supported cooperative work

Additional Classification:
  H. Information Systems
  H.1 MODELS AND PRINCIPLES
      H.1.1 Systems and Information Theory
          Subjects: Value of information
      H.1.2 User/Machine Systems
          Subjects: Human factors; Human information processing
  H.4 INFORMATION SYSTEMS APPLICATIONS
      H.4.1 Office Automation
          Subjects: Groupware
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.3 Group and Organization Interfaces
          Subjects: Web-based interaction; Collaborative computing; Synchronous interaction

  K. Computing Milieux
  K.4 COMPUTERS AND SOCIETY
      K.4.3 Organizational Impacts
          Subjects: Computer-supported collaborative work

General Terms:
Experimentation, Human Factors

Keywords:
MUD, awareness, chat, groupware, instant messaging, presence, teams