Working with Tweets: The Effectiveness of Lean Communication in Collaborative Problem-Solving

Among social network sites and tools, Twitter and other microblogging tools are characterized by their particularly "lean" communication form, based on quick and short messages, particularly appealing for personal use by the so called "generation Y". In this paper we investigate whether lean communication - and particularly Twitter - can be used as a tool for teamwork in organizations. Therefore, our research question is focused on whether Twitter could represent a viable communication tool in the future enterprise for collaborative problem solving. More specifically, whether the 140 characters limit would actually make a difference. To answer this research question, we propose here a comparative study of Twitter, a well-known SNS for microblogging, and Skype, a typical communication platform for individuals and organizations. The laboratory experiment method was selected in order to conduct a rigorous comparison with well- defined measurements. Different teams of the same size carry out a well structured problem- solving task communicating via Twitter or Skype. Comparative group performance is measured in terms of task completion time. Our results show that the lower volume of information exchanged via Twitter does not negatively affect group performance: Twitter teams are just as effective as Skype teams. These results can be partly explained in terms of media richness theory, but more interestingly they may be related to the different group dynamics within teams using different systems, and to further dimensions of investigation including the subjects, the task, the technological features and the organizational coordination modes, disclosing new paths for further research.