“距离很重要”的比喻：促进团队内部协作可能会损害团队间协作
A "Distance Matters" Paradox: Facilitating Intra-Team Collaboration Can Harm Inter-Team Collaboration
摘要：
通过确定团队有效远程工作所需的社会技术条件，距离问题框架自2000年引入以来一直在CSCW中具有影响力。协作技术和实践的进步使团队越来越接近实现这些条件。本文提出了一个10个月的民族志在一个远程组织，在那里我们观察到，尽管表现出良好的远程协作，团队矛盾地努力跨团队边界的合作。我们扩展的距离事项的框架，以考虑团队间的协作，认为类似于那些在原来的团队内框架的挑战-共同点，协作准备，协作技术准备，和耦合的工作-坚持，但在团队间的规模不同的实现。最后，我们确定了团队内部和团队之间的基本张力：帮助单个团队蓬勃发展的协作技术和实践（例如，采用定制的协作软件）也可能在团队间层中引发协作挑战，并且相反地，促进团队间协作的技术和实践（例如，强大的集中式IT组织）可能会损害团队内部层的实践。在Distance Matters框架中增加团队间层为CSCW提供了新的机会，在未来几十年中，平衡团队和组织协作需求之间的紧张关系将是远程工作的关键技术，运营和组织挑战。
英文摘要：
By identifying the socio-technical conditions required for teams to work effectively remotely, the Distance Matters framework has been influential in CSCW since its introduction in 2000. Advances in collaboration technology and practices have since brought teams increasingly closer to achieving these conditions. This paper presents a ten-month ethnography in a remote organization, where we observed that despite exhibiting excellent remote collaboration, teams paradoxically struggled to collaborate across team boundaries. We extend the Distance Matters framework to account for inter-team collaboration, arguing that challenges analogous to those in the original intra-team framework -- common ground, collaboration readiness, collaboration technology readiness, and coupling of work -- persist but are actualized differently at the inter-team scale. Finally, we identify a fundamental tension between the intra- and inter-team layers: the collaboration technology and practices that help individual teams thrive (e.g., adopting customized collaboration software) can also prompt collaboration challenges in the inter-team layer, and conversely the technology and practices that facilitate inter-team collaboration (e.g., strong centralized IT organizations) can harm practices at the intra-team layer. The addition of the inter-team layer to the Distance Matters framework opens new opportunities for CSCW, where balancing the tension between team and organizational collaboration needs will be a critical technological, operational, and organizational challenge for remote work in the coming decades.
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