互联网群体协作中冲突管理与改进设计
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摘要
随着互联网Web2.0时代的深入发展和用户生成内容模式的应用,个体用户在内容生产或创作的过程中起到了举足轻重的角色。以Wikipedia为代表的依靠于海量用户贡献、汇集群体智慧的群体协作平台逐渐得到社会公众的广泛关注。这类平台背后的协作模式,也促使了包括宝洁和IBM在内的著名企业在产品研发流程,甚至是组织结构上产生改变。
虽然目前已经有一定数量的文献直接或间接研究群体协作的理论和应用,但群体协作的概念或定义尚未得到统一,现有研究中的描述也各有侧重。同时,学界和业界涌现出越来越多的新概念也经常与群体协作互相替代使用而不加区分。这些概念互有交叉,但不加区分地使用容易引起概念混淆,产生概念误用,甚至在研究过程中套用不适宜的理论。因此,群体协作的定义和特征需要进行系统性的归纳(研究问题1)。本文使用内容分析法对收集的31篇英文文献进行群体协作特征提取,映射于IPO过程模型,得到该概念完整的特征描述,进而总结较为全面的定义。通过与14个相近概念进行比较,明确概念之间的特征。典型案例被逐一讨论以突出特性和概念的包容性。群体协作的新特点产生的理论适用性的变化也进行了讨论。
冲突的产生、解决和管理一直是团队协作类研究和企业所重点关注的问题。目前对于群体协作中的冲突研究相对欠缺,现有研究大部分为基于具体案例的描述性分析,并没有上升至理论模型构建的高度；群体协作的新特点导致不能简单套用现有冲突管理研究结论等。同时,现有群体协作平台尚未建立起有效的冲突管理制度/功能,在成本管理和质量管理的要求下,该类功能显得十分必要。因此,本文选取Wikipedia英文版为案例展开以下分析：
为了反映群体协作中冲突的普遍性(研究问题2),本文应用基于用户标签的方法和基于数据的方法最大限度地统计出冲突的比例和影响范围。研究发现,随着群体协作平台(或作品)的日益发展,以冲突为代表的维护成本所占比例越来越高,平均每100次成员贡献中,有6.8次引发冲突事件,涉及其他34.6次贡献。
面对如此高的冲突成本,少有研究对其影响进行评估(研究问题3)。本文关注于冲突与协作过程中的成员参与、任务复杂性和团队绩效等因素之间的相互影响关系,基于文献提出假设,构建理论模型,使用结构方程模型分析方法进行模型验证。研究发现群体协作中成员参与正向影响冲突、任务复杂性和团队绩效；任务复杂性正向影响团队绩效,但负向影响冲突；冲突正向影响团队绩效。本研究探讨了该理论模型所带来的理论和实践意义。
从网络结构的角度来看,团队成员在产生冲突、化解冲突的过程中会形成一系列的交互模式。现有研究关注的是成员个体如何解决冲突以及团队如何应对冲突,并没有关注冲突过程中的各类交互模式有何影响(研究问题4)。本文基于社会网络方法构建冲突网络,并对冲突网络中的子群进行模式细分。通过使用结构方程模型进行分析发现：自我冲突、星型冲突和大规模冲突正向影响团队绩效,而双边冲突和链型冲突负向影响团队绩效。本研究探讨了该结论所带来的理论和实践意义。
如何在不牺牲团队共识和成员情感归属的前提下利用冲突,是每一个团队关注的重点。为了利用冲突(研究问题5),本文提出的新设计包含三个部分,即基于段落编辑历史的文本比较、冲突网络的可视化和内容归属展示。这三个部分能够提供给用户有关于特定内容的详细演化历史,指出具有争议的内容片段,并且满足用户的心理所有权的需求。通过问卷调研和结构方程模型分析,研究结果确认了本章新设计的有效性,表明这三个新功能能够显著增强冲突知觉对于成员参与和冲突解决的影响,有益于团队绩效。本研究对该设计进行了理论和应用展望。
本文的不足之处在于：对于冲突的测度需要进一步完善；在问卷调研中的单一样本可能导致研究结果的不稳定性；以及新设计尚有可改进空间等。相关工作有望在未来研究中展开。
Along with the development of Web2.0and implementation of user generated content (UGC) model, individual users are playing a pivotal role in the process of content creation (or production). Mass collaboration platforms (e.g. Wikipedia), which rely on the contributions from a huge number of participants and harvest the wisdom of crowds, have been gradually recognized by the public. And the collaboration model behind such platforms also accelerates the transformation of product research&development process, even the organization structure in many enterprises, such as Procter&Gamble, and IBM.
Although extent studies have addressed the theory and application of mass collaboration, there is no unified description of mass collaboration. The statements of this concept are varied according to different research contexts. Moreover, many new concepts that emerged from academia and business have been used interchangeably with mass collaboration without distinction. These concepts are similar, but misusage will cause issues such as inappropriate theory appliance in the research process. Thus, a systematic conclusion of the characteristics and definitions of mass collaboration should be conducted (Research Question1). By content analyzing31studies on mass collaboration collected from foreign publication databases, this study extracts keywords that illustrate characteristics of mass collaboration and maps them into9perspectives of the Input-Process-Output model. Comprehensive description and definition of mass collaboration are then summarized. This concept is compared with14similar terms, and the differences are highlighted. Prime examples are mapped into the9perspectives to verify the definition. Future work is discussed based on the characteristics of mass collaboration.
The orientation, resolution and management of conflict have always been the core issues that focused by group collaboration studies and business. Currently, the number of studies on conflict in mass collaboration is limited. Most of extent studies are descriptive analysis based on certain cases, and they do not contain theoretical model, moreover, the distinct characteristics of mass collaboration can cause the inappropriate implementation of current conclusions of conflict management. At the same time, almost all of current mass collaboration platforms do not have effective conflict management sub-systems or policies, and these functions will be more and more important due to the requirement of cost and quality management. Thus, based on taking English version of Wikipedia as example, this thesis will investigate the following questions:
In order to illustrate the universality of conflict in mass collaboration (research question2), this thesis uses label-based and data-based methods to calculate the ratio and the extent of the conflict. The result shows that conflict, being the representative of the maintenance costs, its ratio will continue increase as the mass collaboration platforms (or artifacts) evolve. Among every100revisions, there are approximately6.8times of "revert" or "undo", influencing about34.6times of contribution.
Although the cost of conflict is high, few studies have evaluated the influence of conflict (research question3). This thesis explains how conflict interacts with its antecedents (participation and task complexity) and decedent (group performance) related to the mass collaboration process. Research hypotheses and model are put forward based on literatures, and structural equation model (SEM) is used to validate the model. Results suggest participation increases task complexity, conflict and performance, task complexity and conflict increases group performance, but task complexity decreases conflict. Theoretical and practice implications of the research model are discussed.
From network structure perspective, during the process of conflict creation and resolution, the interaction among Team members can form a series of patterns. Extent studies focus more on how individuals deal with conflict, as well as how group management conflict, but ignore the influence of these conflict patterns (research question4). This thesis uses social network approach to construct conflict network, and classifies subgroups of conflict network into several patterns. By using SEM analysis, the results shows that self-loop, star and mass conflict structures positively influence group performance, but bi-party and linear structures negatively influence group performance. This thesis discusses the implications of the result.
It has attracted much attention about how to manage conflict and utilize conflict to enhance the group performance without sacrificing consensus and affective acceptance among group members. In order to utilize conflict (research question5), this thesis puts forward three new functions, including a paragraph-based history list with text comparison, a visualization of conflict network and content ownership. These functions give users awareness of a detailed evolution history of the content, pointing out arguable pieces of content, and fulfilling the needs of psychological ownership. A survey study is conducted, and the results from SEM analysis confirm the usefulness of the new design, showing that the functions can significantly enhance the influence of conflict awareness on participation and conflict resolution. The theoretical and practical implications of this new design are discussed.
This research has several shortcomings, some of them point out the direction of future work. The measurement of conflict should be refined, and using university students as sample in the survey study may cause unstable results, moreover, the new design of wiki can be improved.
虽然目前已经有一定数量的文献直接或间接研究群体协作的理论和应用,但群体协作的概念或定义尚未得到统一,现有研究中的描述也各有侧重。同时,学界和业界涌现出越来越多的新概念也经常与群体协作互相替代使用而不加区分。这些概念互有交叉,但不加区分地使用容易引起概念混淆,产生概念误用,甚至在研究过程中套用不适宜的理论。因此,群体协作的定义和特征需要进行系统性的归纳(研究问题1)。本文使用内容分析法对收集的31篇英文文献进行群体协作特征提取,映射于IPO过程模型,得到该概念完整的特征描述,进而总结较为全面的定义。通过与14个相近概念进行比较,明确概念之间的特征。典型案例被逐一讨论以突出特性和概念的包容性。群体协作的新特点产生的理论适用性的变化也进行了讨论。
冲突的产生、解决和管理一直是团队协作类研究和企业所重点关注的问题。目前对于群体协作中的冲突研究相对欠缺,现有研究大部分为基于具体案例的描述性分析,并没有上升至理论模型构建的高度；群体协作的新特点导致不能简单套用现有冲突管理研究结论等。同时,现有群体协作平台尚未建立起有效的冲突管理制度/功能,在成本管理和质量管理的要求下,该类功能显得十分必要。因此,本文选取Wikipedia英文版为案例展开以下分析：
为了反映群体协作中冲突的普遍性(研究问题2),本文应用基于用户标签的方法和基于数据的方法最大限度地统计出冲突的比例和影响范围。研究发现,随着群体协作平台(或作品)的日益发展,以冲突为代表的维护成本所占比例越来越高,平均每100次成员贡献中,有6.8次引发冲突事件,涉及其他34.6次贡献。
面对如此高的冲突成本,少有研究对其影响进行评估(研究问题3)。本文关注于冲突与协作过程中的成员参与、任务复杂性和团队绩效等因素之间的相互影响关系,基于文献提出假设,构建理论模型,使用结构方程模型分析方法进行模型验证。研究发现群体协作中成员参与正向影响冲突、任务复杂性和团队绩效；任务复杂性正向影响团队绩效,但负向影响冲突；冲突正向影响团队绩效。本研究探讨了该理论模型所带来的理论和实践意义。
从网络结构的角度来看,团队成员在产生冲突、化解冲突的过程中会形成一系列的交互模式。现有研究关注的是成员个体如何解决冲突以及团队如何应对冲突,并没有关注冲突过程中的各类交互模式有何影响(研究问题4)。本文基于社会网络方法构建冲突网络,并对冲突网络中的子群进行模式细分。通过使用结构方程模型进行分析发现：自我冲突、星型冲突和大规模冲突正向影响团队绩效,而双边冲突和链型冲突负向影响团队绩效。本研究探讨了该结论所带来的理论和实践意义。
如何在不牺牲团队共识和成员情感归属的前提下利用冲突,是每一个团队关注的重点。为了利用冲突(研究问题5),本文提出的新设计包含三个部分,即基于段落编辑历史的文本比较、冲突网络的可视化和内容归属展示。这三个部分能够提供给用户有关于特定内容的详细演化历史,指出具有争议的内容片段,并且满足用户的心理所有权的需求。通过问卷调研和结构方程模型分析,研究结果确认了本章新设计的有效性,表明这三个新功能能够显著增强冲突知觉对于成员参与和冲突解决的影响,有益于团队绩效。本研究对该设计进行了理论和应用展望。
本文的不足之处在于：对于冲突的测度需要进一步完善；在问卷调研中的单一样本可能导致研究结果的不稳定性；以及新设计尚有可改进空间等。相关工作有望在未来研究中展开。
Along with the development of Web2.0and implementation of user generated content (UGC) model, individual users are playing a pivotal role in the process of content creation (or production). Mass collaboration platforms (e.g. Wikipedia), which rely on the contributions from a huge number of participants and harvest the wisdom of crowds, have been gradually recognized by the public. And the collaboration model behind such platforms also accelerates the transformation of product research&development process, even the organization structure in many enterprises, such as Procter&Gamble, and IBM.
Although extent studies have addressed the theory and application of mass collaboration, there is no unified description of mass collaboration. The statements of this concept are varied according to different research contexts. Moreover, many new concepts that emerged from academia and business have been used interchangeably with mass collaboration without distinction. These concepts are similar, but misusage will cause issues such as inappropriate theory appliance in the research process. Thus, a systematic conclusion of the characteristics and definitions of mass collaboration should be conducted (Research Question1). By content analyzing31studies on mass collaboration collected from foreign publication databases, this study extracts keywords that illustrate characteristics of mass collaboration and maps them into9perspectives of the Input-Process-Output model. Comprehensive description and definition of mass collaboration are then summarized. This concept is compared with14similar terms, and the differences are highlighted. Prime examples are mapped into the9perspectives to verify the definition. Future work is discussed based on the characteristics of mass collaboration.
The orientation, resolution and management of conflict have always been the core issues that focused by group collaboration studies and business. Currently, the number of studies on conflict in mass collaboration is limited. Most of extent studies are descriptive analysis based on certain cases, and they do not contain theoretical model, moreover, the distinct characteristics of mass collaboration can cause the inappropriate implementation of current conclusions of conflict management. At the same time, almost all of current mass collaboration platforms do not have effective conflict management sub-systems or policies, and these functions will be more and more important due to the requirement of cost and quality management. Thus, based on taking English version of Wikipedia as example, this thesis will investigate the following questions:
In order to illustrate the universality of conflict in mass collaboration (research question2), this thesis uses label-based and data-based methods to calculate the ratio and the extent of the conflict. The result shows that conflict, being the representative of the maintenance costs, its ratio will continue increase as the mass collaboration platforms (or artifacts) evolve. Among every100revisions, there are approximately6.8times of "revert" or "undo", influencing about34.6times of contribution.
Although the cost of conflict is high, few studies have evaluated the influence of conflict (research question3). This thesis explains how conflict interacts with its antecedents (participation and task complexity) and decedent (group performance) related to the mass collaboration process. Research hypotheses and model are put forward based on literatures, and structural equation model (SEM) is used to validate the model. Results suggest participation increases task complexity, conflict and performance, task complexity and conflict increases group performance, but task complexity decreases conflict. Theoretical and practice implications of the research model are discussed.
From network structure perspective, during the process of conflict creation and resolution, the interaction among Team members can form a series of patterns. Extent studies focus more on how individuals deal with conflict, as well as how group management conflict, but ignore the influence of these conflict patterns (research question4). This thesis uses social network approach to construct conflict network, and classifies subgroups of conflict network into several patterns. By using SEM analysis, the results shows that self-loop, star and mass conflict structures positively influence group performance, but bi-party and linear structures negatively influence group performance. This thesis discusses the implications of the result.
It has attracted much attention about how to manage conflict and utilize conflict to enhance the group performance without sacrificing consensus and affective acceptance among group members. In order to utilize conflict (research question5), this thesis puts forward three new functions, including a paragraph-based history list with text comparison, a visualization of conflict network and content ownership. These functions give users awareness of a detailed evolution history of the content, pointing out arguable pieces of content, and fulfilling the needs of psychological ownership. A survey study is conducted, and the results from SEM analysis confirm the usefulness of the new design, showing that the functions can significantly enhance the influence of conflict awareness on participation and conflict resolution. The theoretical and practical implications of this new design are discussed.
This research has several shortcomings, some of them point out the direction of future work. The measurement of conflict should be refined, and using university students as sample in the survey study may cause unstable results, moreover, the new design of wiki can be improved.
引文
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