Using a Real-Time Conferencing Tool in Distributed Collaboration: An Experience Report from Siemens IT Solutions and Services

Abstract

Successful distributed collaboration requires support for informal communication, opportunistic interactions, and smooth and frequent shifts between synchronous and asynchronous collaboration modes. Introducing new collaboration tools for distributed interaction is often regarded as a difficult organizational endeavor, compounded by a lack of concrete, empirical evidence of expected improvements in tool-supported distributed collaboration. In this paper, we describe the introduction of the Microsoft Office Communication Server collaboration tool to improve collaboration in a distributed project at Siemens IT Solutions and Services. Improvements included (1) faster response and resolution time on issues that involve cross-site communication; (2) enhanced productivity of global teams, enhanced sense of teamwork, and motivation in the global team; and (3) flatter communication structures across sites. We discuss lessons learned from the adoption of the collaboration tool and factors that made it possible.