Chapter 9: The Moderating Effect of Electronic Communication Technology on the Relations Between Diversity and Virtual Team Processes

There has been a dramatic rise in the use of virtual teams (VTs) in organizations (Driskell et al., 2003; Han & Beyerlein, 2016), and these teams are characterized by their geographic dispersion, use of electronic media to communicate, and diverse composition (Gibson et al., 2014). Research has shown that the use of electronic technology and diversity are two major factors that impact VT processes and outcomes (Han & Beyerlein, 2016). For instance, a review of the research revealed that diversity often has a negative impact on (a) communication in VTs, because diverse members have very different communication styles; (b) cooperation and cohesiveness, because the use of electronic communication lacks social cues and weakens affective bonds and interpersonal relations (Weisband & Atwater, 1999); and (c) conflict, because differences in language, cultural values, and use of electronic technology may frustrate team members and prevent them from completing tasks (Gibson et al., 2014). Similarly, research has shown that the use of electronic technology in VTs may create misunderstandings, reduce cooperation and cohesiveness, and increase conflict in these teams. However, some recent research has indicated that the use of electronic technology may alleviate some of the negative effects of diversity (Gibson et al., 2014) by reducing stereotypes, decreasing status differences, and increasing balanced participation in these teams. Thus, we present a model of the interaction of diversity and electronic communication technology on VT processes, and offer propositions to guide future research on these issues. In addition, we consider several practical implications for overcoming the problems associated with diversity and the use of electronic communication in VTs.