Coordinating computer-supported cooperative work: A review of research issues and strategies

User-centered design methods have long focused on solitary users interacting with isolated computer systems. The explosion of computer-supported cooperative work (CSCW) has expanded this traditional approach to encompass communication within and among work groups. While these technologies have often been studied from the user's perspective, little research has addressed the roles different communication channels play in coordinating work in cooperative systems. Similarly, many of these systems have been offered with little regard for their appropriate match with the task requirements. This article seeks to accomplish two objectives with respect to the design of cooperative systems. First, issues related to the fundamental communication channels, socio-technical factors, and task characteristics associated with collaborative work situations are reviewed. Second, research strategies incorporating theory-motivated design, ethnographic methods, and controlled testing methods are discussed as a means of addressing the plethora of communication issues present in these emerging computer-based systems.