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Group Support Systems in Zeta Corporation : Experiences in Applying Action Research

The 1990s have seen considerable investment of resources into the research and development of groupware technology. Much of the literature on groupware describes favourable results and tends to be North American focused. In this paper we describe how a group support system (GSS) was used to support a business process improvement project using an action research methodology in a Hong Kong accounting firm. Although the project encountered many organisational and cultural difficulties, the use of action research enabled the researcher to adapt the use of the GSS to the shifting circumstances and the project was successfully completed. We present a variety of lessons concerning the use of GSS from a cross-cultural perspective, and argue for increased use of action research. We also caution readers that GSS is not a panacea for good practice in organisational settings.