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teamwork: Social and technological bases of cooperative work (pp.
What are the conditions under which users will
take advantage of sophisticated
communication systems to enhance their coordination and collaboration?
mail systems include both simple answering machine functions and more
communication-oriented features such as sending messages directly or
a time delay to other users, forwarding messages, diverting on-going
for later retrieval, and broadcasting messages to a distribution list.
chapter examines voice mail use in several division of a nationwide
company. Users report that voice mail was useful for time-delayed
and for retaining affect in delayed communication. Workers used
communication features most in complex, nonroutine jobs. In more
jobs, the communication behavior of peers strongly influenced the
to which workers used voice mail, while in less complex, more routine
the communication behavior of one’s supervisor predicted the use of
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