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Expectations and experiences of CSCW in an engineering environment.

Existing organisational context and user expectations have a huge effect on the 
success of introducing CSCW technology, and should have a correspondingly strong 
influence on the choice and design of these tools. This paper first discusses 
organisational context and end-user expectations encountered in a large distributed 
engineering organisation planning to implement a CSCW pilot. It is demonstrated 
that while the organisational structure was apparently ripe for support with CSCW 
tools and tools existed which matched clearly expressed user requirements, potential 
users remained sceptical of their value. An account is then given of the pilot itself, 
where a range of collaborative technologies was implemented, of which the primary 
tool actually used was email. Reasons for this are discussed. While this organisation 
is, in the final analysis, unique, we hope that our conclusions will be of interest both 
to practitioners working in similar contexts and to CSCW researchers.