Computer supported cooperative work tools and media richness: an integration of the literature

An evaluation is given of the successes and failures of computer supported cooperative work tools in terms of a behavioral theory which suggests that information processing occurs during group work to: reduce uncertainty and resolve equivocality. Matching the situation with the appropriate tool is important to implementation success. If uncertainty is the issue, then tools which transmit relatively large amounts of neutral information, such as electronic messaging systems are predicted to be most useful. If equivocality is the issue, then those tools which are media rich should be most helpful. Results in terms of how systems are actually used are surprising