Abstract

Abstract. This paper reports on a comparative case study of 3 ongoing research and development (R&D) projects, each conducted virtually across multiple worksites, involving varying degrees of task uncertainty at differing stages on an innovation continuum. This NSF-funded study applied Pava's methodology of sociotechnical systems (STS) analysis to assess the influence of virtuality and task uncertainty on the quality of deliberations. Building on theory of organizations as information processing systems, different technical and social coordination mechanisms were then studied for their impact in mitigating knowledge development barriers at differing levels of task uncertainty. Technical elements, many based in information systems (IS), appeared to be most significant for coordination where task uncertainty and ambiguity were low. On the other hand, in the context of high task uncertainty, the most significant mechanisms were closely tied to the formal and informal social systems of virtual organizations. Using these findings, a trial application of a 4-step 'STS' methodology for design and use of IS and other coordination mechanisms has now been successfully completed in support of virtual knowledge work at a prominent North American research laboratory. In summary, these findings put into perspective the value of cross-organizational information systems, as a valuable part of the solution of virtual organization for innovation, but only within a larger sociotechnical systems framework that is the basis for a robust 'STS' collaboration platform.