Exploring knowledge visualization, tools, and process in virtual team collaborative problem-solving

This multicase study followed three multidisciplinary virtual teams of Information Technology (IT) graduate students as they used concept maps to visualize the problem definition for a case to create a preliminary due diligence integration framework for acquisitions of new healthcare companies. Over four weeks, teams utilized online collaboration tools to meet, communicate, and create a concept map that defined the problem from the perspective of five different IT disciplines. The research focused on how the teams used processes and tools to collaborate in a virtual environment to visualize knowledge to define a problem in preparation for designing a solution.;Four themes framed the results: (a) knowledge; (b) tools; (c) interpersonal interactions; and (d) coordination. The literature on knowledge creation, social learning, problem-solving, knowledge visualization, and multimedia learning provided explanations to unite the themes. The data suggested that theories used to explain learning by individuals could be used to explain team problem-solving and knowledge creation. The data also suggested that interpersonal interactions and tools support team knowledge visualization. In particular, data suggested that use of instant messaging improved team performance due to improved flow, skill/task balance. This is contrary to prior research that categorized instant messaging as an interruption and similar to prior research that showed instant messaging influenced flow.