INF 310 Management Support Systems UCC Level 300

D. GROUP DECISION SUPPORT SYSTEMS Introduction There is some controversy about what a Group Support System is. Perhaps the best and simplest definition is a computer-based system to support a meeting. However, it is an interactive, computer-based system that helps a team of decision-makers solve problems and make choices. These systems are targeted to supporting groups in analyzing problem situations and in performing group decision-making tasks. The name itself is very descriptive as it made up of a hybrid system that uses an elaborate communications infrastructure and heuristic and quantitative models to support decisionmaking. Group Decision Support Systems (GDSS) is also called referred to as a Group Support System (GSS), Collaborative Systems or an Electronic Meeting System since they shared similar foundations. However todays GDSS is characterised by being adapted for a group of people who collaborate to support integrated systems thinking for complex decision making. Participants use a common computer or network to enable collaboration. A decision support system is an application that analyzes business data and presents it in a fashion that allows users to make business decisions more easily. A decision support system creates an environment where ideas and collaboration flourish in an efficient time-saving manner. With a decision support system you can alleviate the constraints of group dynamics by facilitating more open group discussion with parallel anonymous input. Decisions are made with a higher degree of consensus and agreement resulting in a dramatically higher likelihood of implementation. With a decision support system you can bring people together like never before. GDSS contains most of the elements of decision support system plus software to provide effective support in group decision-making settings. Groupware Groupware is distinguished from GDSS in that groupware is any software package designed to support more than one person working on a shared task OR refers programs that help people work together collectively while located remotely from each other. Programs that enable real time collaboration are called synchronous groupware. Groupware is multiuser software that allows users to access the same data. Also, groupware usually provides a mechanism that helps users coordinate and keep track of on-going projects or decision processes. It helps people

INF 310 Management Support Systems UCC Level 300

work together through computer-supported communication, collaboration, and coordination. Groupware services can include the sharing of calendars, collective writing, email handling, shared database access, electronic meetings with each person able to see and display information to others, and other activities. The best known "general purpose" groupware products include Lotus Notes and Microsoft Exchange both of which facilitate calendar sharing, e-mail handling, and the replication of files across a distributed system so that all users can view the same information, as well as Novell GroupWise 6, and Microsoft NetMeeting. However, Groupware is a much broader category of group support software and tools than the term GDSS. In general, GDSS products are groupware. Not all groupware products are used however for decision support and not all groupware products are equally useful in developing decision support capabilities. How do GDSS work? In the GDSS, special computer software, the facilitator of each meeting will first make the agenda of the meeting, which will be projected onto a big screen that everyone can see. Then the participants will type simultaneously in their ideas of the topic of discussion on the individual microcomputers next to them. Then the computer will sort the ideas, and then the participants will then vote or comment on which ideas they like or they dislike. In the course of the whole meeting, GDSS stores, categorizes and prints out all the ideas, comments and vote tallies, so that each of the meeting participants will get a summary of the meeting when it ends. What so special about GDSS is that it enables meeting participants to simultaneously talk, when the computer sorts and sends ideas to each of the terminals, all at the same time. That saves a tremendous amount of time, because all these are done electronically instead of manually, and the time saved will enable participants to spend more time manipulating and expressing their ideas. This can consequently increase the productivity and efficiency of the group. The time-consuming benefit also has an added bonus: when productivity and efficiency in meetings increase, it is likely that the team spirit can be consolidated, resulting in an increase of the strength of binding among team members. In addition, under GDSS no one can dominate the meeting and this allows GDSS to provide an anonymous scheme, so that whatever one types in the terminal (i.e. your opinion) will be protected. Under such circumstance, no one really knows who is typing what. In the worst case, we might say some

INF 310 Management Support Systems UCC Level 300

ideas are dominating the meeting but this is perfectly fine because and as a matter of fact an aim of the GDSS i.e. to help meeting participants voice their opinions from an idea-oriented mindset. For example, simply because you have a prejudice against person A does not mean that you are going to reject the idea being proposed in the meeting, because you do not know who is proposing that idea. Besides, this anonymity scheme also helps those team members who are shy to voice opinions and to be more honest. However, whether this anonymity is good or not can be very controversial. The success of meetings supported by GDSS depends largely on the conduct of the participants. If people are taking advantage of the anonymity system by typing obscene words or foul languages, this system may be banned for the good of the organization. The design issues of group decision support systems are changing because of the Web. Researchers focused for many years on what tools to provide and how to collect and aggregate input. Those issues are still important, but I think output display and mixed meetings (some participants are meeting at the same time and other will participate at different times) are creating new design challenges. In trying to arrive at a decisive meaning for GDSS, the following have also contributed;

DeSanctis and Gallupe have stated that a GDSS is an interactive

computer-based system to facilitate the solution of semi-structured and unstructured tasks by a group that have joint responsibility for performing it.

Dennnis, et al. sometimes use the term Electronic Meeting System for
essentially the same system. The move towards group DSSs stems from awareness that decision-making is often a group phenomenon, and thus computer support for communication and the integration of multiple inputs in DSSs is required. In the same way, the interest in GDSS stems in part from the increasing interest in the area of technological support for groups, which can be seen in a variety of other research areas e.g. human-computer interaction (HCI), computer-supported cooperative work (CSCW), and organizational design - in recent years. While there are a variety of different kinds of GDSS systems in existence, both experimental and commercial, our focus here should be on a class of GDSSs often referred to as Electronic Meeting Systems (EMSs).

INF 310 Management Support Systems UCC Level 300

Some GDSSs have a facilitator managing the computer with the group viewing a public screen displaying the debate, problem definition, and agreements of the group as it negotiates strategies. Others involve members of the group in the direct input of data that forms part of the problem definition data that is then used by the group employing electronic voting and other organizing devices.

Fig 1 Group Decision Support Systems Group Decision Support Systems are categorized within a time-place paradigm. Whether synchronous or asynchronous the systems matrix comprises:

same time AND same place; same time BUT different place different time AND different place; different time BUT same place
The design of GDSS has been driven by three factors to include:

group size the presence or absence of face-to-face interaction the task confronting the group
Impact of GDSS on Groups:

GDSS focus the efforts of group members toward the task, or problem to
be solved by the group.

GDSS increase the overall quality of effort put in the decision process by
the group.

GDSS increase consensus reaching.

How these impacts affect decision time is inconsistent; depends on efforts on task and also on increased participation. Group Decision Support Systems Types Group support systems have been implemented in a number of forms. Research shows that these systems were slowly growing in used, mainly for structured types of decision problems. Group support systems were more commonly found in larger organizations, especially financial institutions, computer service organizations, and the government. According to Beauclair and Straub (1990) the impact of these systems appeared in better development of criteria for evaluation of alternatives, generation of new ideas to improve quality, better focus of group members on specific problem aspects, and more equal participation of group members.

INF 310 Management Support Systems UCC Level 300

The study identifies three distinct forms of GSS: Those using Shared Electronic Resources as a means of conducting group meetings, either in batch mode or interactively. This form of group decision support requires little investment in software and still yields very effective results in terms of saving time. The Decision Room refers to the physical arrangement where the use of decision room software or Group DSS is normally utilized:

For decision makers located in the same geographic area or building With the use of computing devices, special software, networking
capabilities, display equipment and a session leader

To collect, coordinate and feedback organized information to help a group

make a decision and

Combines face-to-face verbal interaction with technology-aided

formalization. The objective in using a Decision Room is to enhance and improve the group's decision-making process. Characteristics of a Decision Room include: 1) Each participant has a computer workstation or terminal for anonymous input; 2) A leader (facilitator) coordinates the meeting; 3) The room has a display screen that all participants can view; 4) Computers are networked and client/server architecture is used; and 5) Specialized software is available to all participants for brainstorming and to support voting. A third type of GSS is teleconferencing, where group members across the continents can see each other on the screen, and conduct their meeting as if they were in the same room. Levels of Group Decision Support Systems There are three levels of Group Decision Support Systems: Level 1 GDSS - provide technical features aimed at removing common communication barriers such as voting, electronic message exchange. Level 2 GDSS - provide decision modelling and group decision techniques aimed at reducing uncertainty that occur in the groups decision process. Level 3 GDSS - machine-induced group communication patterns and can include expert advice in the selecting and arranging of rules to be applied during a meeting.

INF 310 Management Support Systems UCC Level 300

Group Decision Support Systems Components As with almost all support systems, group support system (GSS) has three components: computer hardware, computer software, and network technology combined in a variety of configurations . GSSs may be used by a group working collaboratively over a long period of time or they may support groups meeting at a specific point in time. The latter use is the focus of this discussion. Meeting Types Accommodated by Group Support Systems Different group support systems are appropriate for distinct types of meetings and address wide-ranging meeting problems. The variation is with respect to the level of hardware support and the features incorporated into the software. At the lowest level, the hardware support is a single workstation (usually a PC) used by the meeting leader or facilitator. The next level is a voting keypad for each group member combined with a workstation for the meeting leader or facilitator. The highest level of support is a personal workstation for each participant. Software features vary from simple data summarization tools to complex decision modelling tools. Advantages of Group Decision Support Systems Group Decision Support Systems give groups several advantages over many traditional, non-automated group meetings More participation - Because a GDSS allows anonymity, group members may be encouraged to participate because they do not feel as vulnerable to group censure for asking what may be perceived as "foolish" questions or making unpopular comments. Similarly, the participants will not be as subject to group think or conformance pressure (the reluctance to criticize the comments of others due to politeness or fear of reprisals). In addition, each group member will have more "air time" or time to contribute ideas. In nonautomated meetings, people must listen to others speak and pausing to reflect can cost a turn at comment or response; a GDSS allows everyone to "speak" in parallel. In a typical meeting, group members have only few minutes to express their ideas rather than the entire meeting time. In some non-automated meetings, a few group members may exert undue influence or monopolize the group's time; a GDSS makes every participant equal, eliminating member status incongruities. Finally, more information will be presented to the group as more participate.

INF 310 Management Support Systems UCC Level 300

Group synergy - Other group members will be able to use an idea in a manner that the originator did not because participants have different information skills. Also, the group as a whole will be better able to catch errors in a comment than the individual who proposed the idea. Reading a comment often gives creative stimulus to others in the group. Also, groups may be more likely to consider an idea as the group's idea rather than an individual's because ideas have been merged together. Automated record keeping - A GDSS can record all comments generated during the meeting, and consequently, the group participants may not need to take notes. In a non-automated setting, group members have to remember comments (rather than thinking of new ones) until they have a chance to speak. Participants may also forget what has been said before. In vocal meetings, some participants may not understand what was said or they may not be able to process the information quickly enough. This automated log of the discussion supports the development of an organizational memory from meeting to meeting. More structure - A GDSS also provides a certain amount of structure to the meeting. With this structure in place, it is more difficult to deviate from the problem-solving cycle and make incomplete or premature decisions. The group has a more concentrated discussion, and they stay focused on the issues throughout the meeting. Lower levels of non-task interactions (gossiping, for example) in such groups have been observed as compared with traditional meetings. Other benefits - As a result of more participation, group synergy, record keeping, and structure, many groups have been able to accomplish more in significantly less time necessary for traditional, non-automated meetings. Also, these factors have contributed to higher group satisfaction with the meeting process. Finally, the new technology has enabled larger groups to meet, resulting in more information, knowledge, and skills that are brought to bear to the task at hand. Disadvantages of Group Decision Support Systems There are some disadvantages to the technology, however, and they include: Slow Communication - Most people speak much faster than they type, and thus would usually prefer a verbal environment (other things being equal). However, a GDSS allows participants to review recorded comments (people may read and scan faster than they can hear and process). Other advantages, including anonymity and parallel communication, may override the slow typing speed. The break-even point, where it is more efficient to

INF 310 Management Support Systems UCC Level 300

type in parallel rather than speak and listen in sequence, occurs at a group size of approximately eight members (depending upon typing speed). Not all Tasks are Agreeable to GDSSs - Group meetings which involve one-tomany communication (for example, a leader lecturing to the group) would not benefit from a GDSS. Only those tasks which require group members to exchange ideas or preferences efficiently (many-to-many) would benefit. GDSS Implementation The implementation of GSS is to select a preferred GSS solution. Compare the data on the types of meetings and existing computer hardware to possible GSSs available. Then contact vendors to demonstrate GSS technology. Generally, these vendors will allow you to conduct an actual meeting using the technology and are often willing to supply a meeting facilitator. A trial run is beneficial to test the fit of the software to your typical meeting and to observe the reactions of meeting participants to the GSS. Once the preferred GSS is identified, the cost of the system can be evaluated against potential benefits, and an implementation decision can be made. While the monetary benefits may not outweigh the costs of a GSS system, intangible benefits may accrue from the use of the software in terms of better decision-making and improved worker satisfaction. A key factor in any implementation support systems is support by senior management. The lack of senior management support has been found to be the most frequent cause of systems implementation failures. Finally, the implementation must be planned. Some issues to consider are the installation of the software on the system without disrupting ongoing work, training requirements for personnel who will be using the system, and evaluation of the prospective systems' effectiveness for improving meetings. Roadblocks to Successful Group Support Systems Deployment The GDSS business has been hampered by an ineffective business model.

GDSS tools are usually bought by and used by specialty departments

that deliver meeting facilitation services elsewhere in the organization. The GDSS vendor community has not figured out how to thrive on making small amounts of money from each of the many (potential) users.

Success with GDSS is typically dependent on training the facilitator how

to run an effective meeting. This is a nontrivial task which slows uptake and accounts, in part, for user organizations relying on in-house meeting experts instead of just buying the software themselves.

INF 310 Management Support Systems UCC Level 300

User purchases are also slowed because the unit price for GDSS products
tends to be relatively high, optimizing revenue from the specialty departments whose mission is running meetings at the expense of broader sales to the community of meeting goers everywhere. Other Barriers Most users we have talked with report high degrees of satisfaction with GDSS tools - but most of the benefits are soft. For example, it's easier to identify travel savings associated with Web conferencing. Measuring the economic impact of more-effective meetings is far more difficult. Although improved brainstorming doesnt cut expenses, it can, for example, speed time to market or increase sales close rates. These downstream consequences of better practices facilitated by GDSS tools provide real advantages but are much harder to measure. Most people think they know how to run meetings and are not inclined to take the time to be trained on meeting facilitation skills. Most of the successes we've seen with GDSS tools occur when organizations assign (or hire from the outside) dedicated meeting facilitation personnel. That may not be necessary for success, but it is a best practice that raises the likelihood of maximum and sustained benefits. In some organizations, meetings are not viewed as participatory. They are top-down communication sessions. GDSS tools are of little value for these types of meetings. GSS Packages Several commercial software products support GDSS practices. The Gartner Group has updated its views on GDSS and its relationship to web conferencing in a thorough document to comprise of the following;

GroupSystems (www.groupsystems.com) Facilitate (www.facilitate.com) WebIQ (www.webiq.net/) Meetingworks (www.entsol.com/index.html) Grouputer Solutions (www.grouputer.com)

Distinctions among DSS, OA, CSCW, GROUPWARE, AND COMPUTER CONFERENCING Decision Support Systems: class of information systems (including but not limited to computerized systems) that support business and

INF 310 Management Support Systems UCC Level 300

organizational decision-making activities and focus on individual decision makers Office Automation: helps in optimizing or automating existing office procedures and keeps the office functioning. Executive Information System: an enterprise-wide DSS that help top-level executives analyze, compare, and highlight trends in important variables so that they can monitor performance and identify opportunities and problems. Computer Supported Cooperative Work (CSCW): addresses how collaborative activities and their coordination can be supported by means of computer systems. Groupware: software and hardware to drive a GDSS. Groupware examples include desktop conferencing, video conferencing, co-authoring features & applications, email & bulletin boards, meeting support systems, and group calendars. Computer Conferencing: more of an aid to discussion rather than decision making. E.g. lower levels of software support (e-mail), white boards, and file sharing. GDSSs vs. Web Conferencing Sample Purpose GDSS Function Web-Conferencing Feature

Nonroutine Behaviou r Category Discovery Finding threats and opportunities

Brainstorming, surveys and other features

InnovationDeveloping or adapting new process or product (goods or services) Teaming Expertise location (finding the right people to help convert the innovative idea into an action plan); assembling the people and running a process to develop the plan Leading Tracking action plan

Organizing and priority setting

Poorly suited for discovery. Provides chat, whiteboard, screen/application sharing and voting only Poorly suited

No expertise locator; discussion, decision making and other functions contribute to effective teaming

No expertise locator capability; main features (chat, whiteboard, screen/application sharing) not oriented toward persistent teams

Plans can carry

No specific

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status, providing leadership and management skills

Learning

Extracting lessons learned and passing them along

across from meeting functionality, but to meeting, but little screen/application by way of integration sharing can be useful with other planning with some project tools and processes; review tools Other tools (such as project management) may be better GDSS functions Not very effective at seem to be quite involving the audience useful, collectively, for conducting "postmortem" examinations, extracting learning and planning training

Tasks: Explain the meanings of Meetingware, Grouputer & Conference Room in relation to GDSS Approaches.

Fig 2 Decision Support System sample Fig 3 Office automation sample

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