An experiment assessing group support system and facilitator effects on meeting outcomes

This article reports on an experiment investigating the effects of a human facilitator and a computerized Group Support System (GSS) on group meeting outcomes. These treatments were applied in the same way as they are in real organizational situations, with experimental conditions used to control confounding influences of other outside factors. Forty-eight groups were supported by one, both, or neither of the GSS and facilitator treatments. Groups designed a coordinated production strategy during the meeting and then implemented their strategy. Group performance, perceptions of group cohesion, and group interaction processes were assessed as the primary dependent variables. Facilitated groups experienced improved group processes and greater cohesion, whereas the GSS-supported groups did not. Facilitator and GSS support together tended to enhance one another’s effective influence on cohesion and processes. No significant treatment effects on Performance were found. Supplemental analyses revealed that the quality of facilitators and the restrictiveness of different GSS tools moderated their impacts on appropriation processes and group outcomes.