Transcript Collaborare senza mai vedersi: il Telelavoro in una

University of Padova — 2000/2001
Graduation Thesis
TO COLLABORATE WITHOUT SEEING EACH OTHER:
TELEWORK
IN A
TRANSNATIONAL VIRTUAL ORGANIZATION
Tutor: Prof. Giuseppe Mantovani
Candidate: Paolo Brunello
This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike License.
To view a copy of this license, click
Introduction
This research study had been developed in a translation agency based in San Diego, California,
during an internship that I did in summer 2000.
The specificity of this organization, which I called VD, is the fact that it works with a network of
freelance translators and designers who live all around the world, with whom it communicates
mainly by email and sometimes over the phone. With few exceptions, there is no face-to-face
interaction between the people working in the office in San Diego and the so called subcontractors
translating the documents.
Before going any further, I think it’s useful to take a look at the workprocess in this company and
understand who are the actors involved.
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
2
The workprocess in VD
Once the translator has accepted the job,
the Project Manager will send her/him the
document and the translator will send it
back translated.
Client
abc
abc
Translator
Let’s imagine we have a Client
who needs to translate a
into Manager
a different
The Project
is responsible for a
abc document
language
to and has contacts
specificand
setchooses
of languages
for this job. group of translators,
with aVD
correspondent
abc contact
The
Client
will discuss
with
a
with
different
subject
specializations.
She
VDwill
Project
manager
the
select
the translator
that she considers
themost
service
s/he to perform that
to beofthe
adequate
abcdetails
expects
(dates
and price).
If try to contact
particular
translation
and
they
reach an agreement, the
him/her.
abc
will
send
the file
via sufficiently
selected
is not
But Client
soInfarcase
thethe
document
is translator
not
email
or
ftp
to
the
VD
Project
available,
the
Project
Manager
search
refined to be delivered to the Client: will
so the
abc
Manager.
forManager
anothersend
one it
until
sheeditor,
finds awho
substitute.
Project
to an
These people are called subcontractors, since they
At are
this freelance
point the Project Manager
can
will send it back corrected to the Project
professional who have signed an agreement with VD
in which
it is the document
choose
to send
to a third
Manager.
clearly stated that they aren’t VD employees, nor person,
partners,
but
the proofreader, whose
rolespeaking,
is to
Generally
the translator has a
independent professionals performing various kindmake
of services
for the
VD. document
sure that
is
“perfect”
more specific subject-related expertise,
The vast majority of them works from home, and for
therefore
fits intoand
thelayout.
both content
whereas the editor’s one is more styleso called SOHO (Small Office/Home Office) teleworker
After category,
this third passage the
Project Manager
related.
according to the major large scale survey on telework
that has
will deliver
thebeen
translated document to the
accomplished in Europe in 1999-2000 (http://www.ecatt.org)
Client.
VD
Project
Manager
Editor
Proofreader
Subcontractors
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
3
To what extent is VD a Virtual Organization?
Summary of the attributes of virtual organizing
a. Geographically distributed
b. Electronically linked
c. Functionally or culturally diverse
d. Lateral (versus hierarchically) connected
Making the following organization designs possible
A. Highly dynamic processes
B. Contractual relationships
C. Edgeless, permeable boundaries
D. Reconfigurable structures
(DeSanctis, Monge; Organization Science, n. 6, 1999)
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
4
Why is it so interesting?
Translator
Client
VD
Editor
Project
Manager
Proofreader
Subcontractors
1. It is a new and expanding way of teleworking (eWork 2000 report)
2. There is no face-to-face interaction
3. There are time-zone and time management problems
4. It is a rare example of intercultural CMC (Jarvenpaa, Leidner, 1998)
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
5
In order to graspe as fully as
possibile the system I was
studying, I chose to use a
variety of research methods,
mainly qualitative.
Research methodology
Translator
Client
VD
Participant
observation
(fieldnotes)
Editor
Project
Manager
Proofreader
Interviews
(Lofland & Lofland, 1995)
Since I could not travel
Subcontractors
worldwide to interview VD
Subcontractors, I have set up
an online survey. Whereas
this method is usually used
for quantitative data
collection, I adopted a
qualitative
approach,towith
The interviews
VD internal staff
Sincemembers
in the literature I
manywere
open all
questions,
trying
fully transcribed.
To do
this
I have
couldn’t
find a convincing
Email
Online
to minimize
the
imposition
of
used a software that associatedexample
the audio
of qualitative email
my “researcher’s
file toexchanges
a wordprocessor, where analysis,
some
I decided to master
questionnaire
categorizations”
on the
keyboard keys
served as start stop
buttons,
an ad hoc coding system,
analysis
(websurvey)
respondents.
thus avoiding
to go back and forth
from
the
explained
on the following
recorder to the computer.
slide.
(Schmidt, 1997)
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
6
An example of email message coding
To study the email thread, I have gradually tuned my method, until I came to this table.
The first column on the left is the message number in the thread; then the header; the  column is the “flux”, say the color
identified a specific couple of interlocutors among those involved in the process.Tech stnds for technicalities.The move type
draws form the linguistic acts theory and ethnometodology, and finally there is my personal interpretation of the message.
N.
57
Data e Intestazione
Date and header
Subject:
Oggetto:
PRJ# 1546 <<last file finished>>
Progetto n. 1546 <<ultim o file, finito>>
Date:
Data:
Fri, 23 Jun 2000 13:28:53 -0700
Ven,
From :
Da:
Nalli
To:
What you
A: see is a coded email
[email protected]
message.
The idea that led me
throughout this coding was to
CC: [email protected]
progressively identify some
communication rules implicitely
negotiated by the 2 interlocutors.
So I have started out distinguishing
what was referring to the mere
workprocess and what regarded the
interpersonal relationship. As the
analysis deepened, I needed to
define finer categories, explained
on the following slide.

0
Testo messaggio
Message body
CLIENT: Tizio Inc.
CONTACT: Charles Tizio
DATE_DUE: 06/23/2000 DATA_CONSEGNA: 23/06/2000
PROJ_MAN: Nalli Pessoa
LANG_PAIR: English > Spanish (Mex.M.)
COPPIA_LINGUE: Inglese > Spagnolo (Mercato messicano)
===========================================
Dear Charles,
Gentile Charles,
As we had agreed,
Com e da accordi,
I have the Final-Music Protocol V1.6_01_Spa (Edit).doc file
attached,
Ho allegato il file Final-Music Protocol V1.6_01_Spa
(Edit).doc
which was translated and edited into Spanish for the Mexican
Market.
che stato tradotto e edito in spagnolo per il mercato
messicano.
If you have any questions, please let me know.
Se ha qualsiasi domanda, la prego di contattarmi.
Please, as soon as you have a chance,
Per cortesia, appena ne ha lÕocca
sione,
send to me a confirmation that you received all of the 3 files
and you have everything as you were expecting.
mi spedisca la conferma che ha ricevuto tutti e 3 i file e che
tutto 
c ome se lo aspettava.
Thank y ou for your business.
Grazie per la preferenza accordataci.
Sincerely,
Cordialmente,
Nalli Pessoa , Project Manager
Tech
Tech
SpaMusic
Protocol
V1.6_01
.zip
Tipo di
mossa
Template
Modello di
messaggio
Move type
Saluto
cordiale
Conferma
(Edit)
per non
confond
erlo con
le
versioni
precede
nti
Spa.
Indica la
lingua
Notifica della
consegna
Informazione
riassuntiva
ridondante
Disponibilitˆ
per
chiarimenti
Tono cortese
Richiesta di
conferma
della ricezione
e di feed-back
sulla
soddisfazione
Ringrazia ment
o e saluto
formali
Commento/
Interpretation
Interpretazione
Unica tra le Project
Managers, Nalli usa un
modello che attualizza d i
volta in volta cam biando
le specifiche del progetto
Nalli con questa
espressione sta
sottilmente enfatizza ndo il
fatto che lÕimpegno 
stato mantenuto nella data
prestabilita
Questo messaggio di
chiusura del progetto ne
sintetizza le caratteristiche
fondamentali
Affermando la prorpia
disponibilitˆ Nalli rinnova
il proprio impegno nei
confronti del cliente e vi
dˆ continuitˆ con
lÕusuale richiesta di
conferma per evitare
intoppi tecnici o
malintesi, con lÕaggiunta
della richiesta di un feedback del cliente sulla
propria soddisfazione per
il servizio offerto
(customer satisfaction)
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
7
Email message coding explained
Workprocess
In pink the parts of the message tightly referred to the workprocess
Interpersonal Communication
Marked in red are the chuncks of the message referring to the interlocutors’
efforts to establish and maintain a good interpersonal relationship
Technicalities
In blue all the technical aspect of the message
Courtesy strategies and public image care
In brown the parts aiming to take care of the professional and formal relationship
Availability and accessibility
Purple for the parts containing reference to the interlocutors’ availability and
accessibility
Redundancy (Hutchins, 1995)
In green the bits assessed to serve as “antidote” against communication
breakdowns and consequently as reinforcement for the whole workprocess
Problem & Solution
Deep blue for the parts relative to the notification of a problem and to the
correspondent proposal for a solution
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
8
Let's turn to your specific job characteristics...
Passiamo ora alle caratteristiche specifiche del Suo lavoroÉ
An excerpt from
the websurvey
"Teleworking"
(i. e. working with people far away from you, using your computer to
comm unicate with them)
for you is more of a:
"Telelavorare" (ciolavorare con persone distanti da Lei, usando il
Suo computer per comunicare con loro) per Lei pi
un a:
1
Personal
Choice
Scelta
personale
Can you expand on this? What do you like about "teleworking"?
Potrebbe precisare questo punto? Che cosa le piace del telelavoro?
2
3
4
5
Necessity
Necessitˆ
...And what do you dislike or find hard to do?
Ée che cosa non le piace o trova diffi cile da fare?
I donÕt likeÉ
Non mi piaceÉ
I likeÉ
Mi piaceÉ
Do you miss the direct interaction with other people?
Le manca l'interazione con altre persone?
Yes, often
S“, spesso
Well, sometime s
Beh, qualche volta
No, not really
No, per la veritˆ no
If you would like to add something about this topic, you can do so here:
Se volesse aggiungere qualcosa su questo punto, pu˜ fa rlo qui sotto:
An excerpt from
the websurvey
I invited to the websurvey the whole population of VD Subcontractors (150),
thereof only 36 answered. This low response rate was due to mine inexperience,
having undervalued the websurvey lenght.
Therefore, the data I gathered are to be considered a modest exploration of a
specific context, a possible starting point for further investigations.
Continue...
Fully testable here: http://or.psychology.dal.ca/cgi-bin/cgiwrap/~wcs/Saprojects/brunus/VD.pl
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
9
Results
• TO COLLABORATE
–
Communication is task centered, but there are implicit negotial rules in
order to maintain a good professional and interpersonal relationship.
• WITHOUT SEEING EACH OTHER
–
The lack of face-to-face communication is perceived differently: some
people miss it, while some others appreciate it. [See slide]
• TELEWORK
–
–
Both the organizational independence and the isolation management are
ambivalent, with very clear pro and cons.
Teleworkers’ protection on the workplace is an issue, but still not
perceived as such.
• IN A TRANSNATIONAL
–
How does the GloCalization work? It is still unclear how people with such
a different cultural background can have so few communication
breakdowns while collaborating through CMC. [See slide]
• VIRTUAL ORGANIZATION
–
This new form of organization is full of challenges for organization
psychology and yet not enough considered.
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
10
Intercultural CMC
“The
worse thing about being a Spanish to English translator is
This was definitely the hardest topic to investigate, which probably needed more forces than I had to deepen
and broaden my analysis. Curiously enough, I couldn’t find many examples of cultural shocks or
that
documents from Latin America generally come in a hard
communicational breakdown that could root into a different cultural background.
In one email exchange a VD Project Manager asked a Russian subcontractor for his fax number and she was
copy
form. Usually a fax of a fax of a fax. These documents
pretty astonished when he answered that the only person with a fax machine was his University rector, so he
could hardly access it.
have
clearly been created in MS Word, but the client just can’t
But probably the most significant passage is the following…
bear to part with the electronic file. I find this infathomable. I
cannot understand this reasoning and it makes the job of the
translator very difficult and for no good reason.
(…) I think it is because there is a mistaken idea that if they give
you an electronic file you will in some way take away their
ownership of that file.”
So, this subcontractors’ hypothesis is that the fax was felt as inherently protected from tampering, somehow.
But I throw there another hypotesis: let’s call it “virtualization”. Certain cultures - low-tech cultures, so to
speak - might have a psychological resistance to trust the immaterial electrons instead of common, material
paper. A process similar to the one that occurred when we passed from the gold coin to the metal coin with
nominal value first, and more recently when we start replacing the paper banknote with the virtual money: the
credit card.
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
11
ITEM: Have you ever wished to meet her/him? [The Project Manager]
Ha mai desiderato incontrarla/o?
CONTEGGIO: 30/36 hanno risposto.
No face-to-face
interaction
Keeping in mind how small the
respondent number is, it
seems still sensible to say that
those teleworkers miss a face
to associate to the person they
work with so closely.
Opzione
Ä
% su
parz.
%
totale
Yes, IÕd really like to meet her/him
S“, mi piacerebbe proprio incontrarla/o
10
33
28
Well, sometimes I thought about it, but I can
live without it
Beh, qualche volta ci ho pensato, ma posso
vivere senza
16
53
44
No, honestly I donÕt fe el such a need to meet
her/him
No, sinceramente non sento un tale bisogno di
incontrarla/o
4
13
11
ITEM: Have you ever wanted to know how she/he looks like?
Ha mai vo luto sapere che aspetto ha?
CONTEGGIO: 30/36 hanno risposto.
Opzione
Ä
% su
parz.
%
totale
Yes, IÕd really like to see her/his face
S“, mi piacerebbe vederla/o in faccia
9
30
25
Well, sometimes I thought about it, but I can
live without it
Beh, qualche volta ci ho pensato, ma posso
vivere senza
18
60
50
No, honestly I donÕt fe el such a need to see
her/him
No, sinceramente non sento un tale bisogno di
vederla/o
3
10
8
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
12
Loneliness: is it an issue?
ITEM: Usually, when you “telework” as a tra nslator , are yo u physically alone?
Di solito, quando “t elelavora” come tra duttrice/tore , è fisicamente sola/o?
CONTEGGIO: hanno risposto 36/36.
VD Subcontractors work
mainly alone,
nonetheless they seem
not to perceive this as a
dire disadvantage:
when asked to specify
when they miss an
interaction, they
answered they
sometimes miss a
colleague to ask for
advice or technical
assistance, rather than
someone to chat with.
Thus isolation is
perceived as an issue if any - on the
professional level, not
on emotional one.
Opzione
Ä
%
totale
Yes, most of the times
S“, il pidelle volte
29
81
No, generally not
No, generalmente no
5
14
It varies
Varia
2
6
ITEM: Do you miss the direct i nteract ion with other people?
Le manca l’interazione con altre persone?
CONTEGGIO: 36/36 hanno risposto.
Opzione
Ä
%
totale
Yes, oft en
S“, spesso
3
8
Well, sometimes
Beh, qualche volta
16
44
No, not really
No, per la veritˆ no
17
47
University of Padova — 2000/2001
Graduation Thesis: To collaborate without seeing each other: Telework in a Transnational Virtual Organization
13