Features and Challenges of Computer-Supported Collaborative Writing Systems : Evaluation of a Prototype for Synchronous and Asynchronous Collaborative Writing and its Use in a Crisis Training Exercise

Sammanfattning

Crisis situations are events that have a low probability but a high consequence and require actors to be well prepared. However, limited time and resources make effective training challenging. Collaborative writing systems can support both synchronous and asynchronous interaction, enabling participants to discuss tasks and reach shared conclusions. Allowing actors in crisis management and the general population to use collaborative writing systems whenever and wherever needed may provide an efficient and flexible approach to discussion, coordination and decision-making. The purpose of this thesis was to evaluate a prototype focusing on online computer-supported collaborative writing. The study aimed to deliver a set of features to implement and challenges to avoid for collaborative writing software. It also aimed to evaluate if the prototype can be used in a synchronous and asynchronous workflow, as well as if it can aid actors within crisis management training. To identify different features and challenges in collaborative writing software, a systematic literature review was performed. The articles that expressed different features or challenges were recorded and categorised into themes. The prototype in this study was developed in multiple iterations, testing each iteration to evaluate its usage and adding new features. During the eighth version of the prototype, one of the main target groups, members of the crisis management team from the CriseIT-2 project participated in a test to evaluate the prototype for use in a crisis training exercise. Every version of the prototype was observed and documented the prototype’s functionality and challenges that occurred when using it. Interviews were conducted with members of the crisis management team. To further evaluate the prototype usage and testing a new management feature, a focus group was held with participants that were not a part of the target group. The data from the observations, interviews and the focus group were used to identify features and challenges for collaborative writing systems. The features and challenges were grouped into themes. These themes were later used in a mixed inductive-deductive thematic analysis in combination with the prototype to identify more features or challenges within collaborative writing systems. The additional data about crisis management training, as well as the synchronous and asynchronous use of the prototype, was also analysed and discussed with information from previous research. The results from this study identified 26 features and 16 challenges for collaborative writing systems. One more notable feature was the additional way of communication within collaborative writing systems, such as a chat system. Multiple ways of communication within a system can aid actors in giving feedback to users and providing comments on specific aspects an actor wants to discuss. The evaluation of the prototype indicated that it can be used synchronously and asynchronously, but more testing is required to fully understand the prototype’s capabilities for conducting tasks asynchronously. One of the target groups, the crisis management team within the CriseIT-2 project expressed that the prototype could be used for crisis management training, and it would be a good tool to communicate and evaluate its users.