The work-reflection-learning cycle - Department of Computer and ...

Example 2.
Excerpt from an IM log showing a brief exchange between a project manager (Michael)
in a student SE team and their supervisor (Thomas). Translated from Norwegian by the
author.
The extent to which instant messaging is used for team-supervisor communication in the projects of our
study depends on teams‟ and supervisors‟ preferences. Supervisors who communicate with project teams
over IM, typically communicate with all their teams on this channel. When (most) supervisors do not use
IM for communication with the teams, it may be because they are not heavy IM users or because they
restrict availability to other channels. In general, the teams appear not to expect from the beginning that
the supervisor be available through IM. The main thing for the students is that there is an agreement on
how communication should take place and the supervisor is available and responds as agreed, whether
face-to-face, over IM or email. In cases where communication should be documented, as is often the case,
email and meetings with minutes are favored by teams and supervisors.
For communication between teams and customers, email and face- to-face meetings are the most
frequently used channel. In cases of remote customer, telephone meetings and video conferencing are also
used.
However, particularly in the case of remote customers, instant messaging is sometimes being used for
informal team-customer communication, typically over technical issues. An example of the latter is a
2008 team whose customer was located in another city. The following excerpt is from the team‟s
reflection note addresses the issue of which type of cooperation technology was used for which purpose:
“MSN: The group created a separate MSN account that was used for customer contact. The
customer was always available on MSN when he was at work, which was very useful
whenever we had questions that needed to be answered quickly.”
The customer of this team expresses similar satisfaction in his final evaluation of the project, commenting
that
“We have had good communication over email and MSN. The team asked for input whenever
they were uncertain about something.”
A 2007 team also had a customer who was located in another city for large parts of the project
period, occasionally visiting for face-to-face meetings with the team. While remote, he used instant
messaging actively in communication with the team. In their common reflection note, the team writes:
“MSN has been the instant messenger application of choice for all group members, and
enabled us to easily stay in touch with each other and the customer at all times of the day
(and night, for that matter).”
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