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  • The Handbook of High-Performance

    Virtual Teams A T O O L K I T F O R C O L L A B O R A T I N G

    A C R O S S B O U N D A R I E S

    Jill Nemiro Michael Beyerlein Lori Bradley Susan Beyerlein Editors

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  • The Handbook of High-Performance

    Virtual Teams A T O O L K I T F O R C O L L A B O R A T I N G

    A C R O S S B O U N D A R I E S

    Jill Nemiro Michael Beyerlein Lori Bradley Susan Beyerlein Editors

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  • Copyright © 2008 by John Wiley & Sons, Inc. All rights reserved.

    Published by Jossey-Bass A Wiley Imprint 989 Market Street, San Francisco, CA 94103-1741—

    No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-646-8600, or on the Web at Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-748-6011, fax 201-748-6008, or online at

    Readers should be aware that Internet Web sites offered as citations and/or sources for further informa- tion may have changed or disappeared between the time this was written and when it is read.

    Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing this book, they make no representations or warranties with respect to the accuracy or completeness of the contents of this book and specifi cally disclaim any implied warranties of merchant- ability or fi tness for a particular purpose. No warranty may be created or extended by sales representa- tives or written sales materials. The advice and strategies contained herein may not be suitable for your situation. You should consult with a professional where appropriate. Neither the publisher nor author shall be liable for any loss of profi t or any other commercial damages, including but not limited to special, incidental, consequential, or other damages.

    Jossey-Bass books and products are available through most bookstores. To contact Jossey-Bass directly call our Customer Care Department within the U.S. at 800-956-7739, outside the U.S. at 317-572-3986, or fax 317-572-4002.

    Jossey-Bass also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books.

    Library of Congress Cataloging-in-Publication Data

    The handbook of high-performance virtual teams : a toolkit for collaborating across boundaries / Jill Nemiro . . . [et al.]. p. cm. Includes bibliographical references and indexes. ISBN-13: 978-0-470-17642-9 (cloth) 1. Virtual work teams—Management—Handbooks, manuals, etc. 2. Teams in the workplace— Management—Handbooks, manuals, etc. 3. Performance—Management— Handbooks, manuals, etc. I. Nemiro, Jill E., 1954- II. Title: High-performance virtual teams. HD66.H36 2008 658.4'022—dc22 2007028792

    Printed in the United States of America


    HB Printing 10 9 8 7 6 5 4 3 2 1

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  • iii

    C O N T E N T S

    Web Ancillaries viii

    Figures, Tables, and Exhibits ix

    Acknowledgments xiii

    The Editors xv

    The Contributors xix

    The Challenges of Virtual Teaming 1

    Jill Nemiro, Lori Bradley, Michael Beyerlein, Susan Beyerlein


    PA R T O N E Working Collaboratively 29

    O N E A Framework for Working Across Boundaries 31

    Michael Beyerlein, Jill Nemiro, Susan Beyerlein

    T W O Design Principles for Successful Virtual Teams 59

    Gail Goodrich Harwood

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  • Contentsiv

    PA R T T W O Building a Collaborative Culture 85

    T H R E E The Three-Fold Path of Expanding Emotional 87 Bandwidth in Virtual Teams

    Trina Hoefl ing

    F O U R Getting Virtual Teams Right the First Time: Keys 105 to Successful Collaboration in the Virtual World

    Linda M. L. Peters, Charles C. Manz

    F I V E Sensemaking to Create High-Performing Virtual Teams 131

    Gina Hinrichs, Jane Seiling, Jackie Stavros

    S I X Trust Building Online: Virtual Collaboration and 153 the Development of Trust

    Chris Francovich, Michelle Reina, Dennis Reina, Christopher Dilts

    PA R T T H R E E Leading Collaboratively 177

    S E V E N Transformational Leadership Attributes for Virtual 179 Team Leaders

    David Braga

    E I G H T Going Beyond Leadership Style: When and How Do 195 We Lead Change?

    Dina M. Mansour-Cole

    N I N E Leading Virtual Teams: Potential Problems 213 and Simple Solutions

    Thomas A. O’Neill, Rhys J. Lewis, Laura A. Hambley


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  • Contents v

    PA R T F O U R Setting Up a Collaborative Team 241

    T E N Team Composition and Member Selection: 243 Optimizing Teams for Virtual Collaboration

    Kara L. Orvis, Stephen J. Zaccaro

    E L E V E N Generational Differences in Virtual Teams 263

    Emanuel Brady, Lori Bradley

    T W E LV E Assessing Training Needs for Virtual 273 Team Collaboration

    Marilyn Sawyer Wesner

    T H I R T E E N Design Concepts for Virtual Work Systems 295

    Jodi Heintz Obradovich, Philip J. Smith

    PA R T F I V E Working on a Collaborative Team 329

    F O U R T E E N The Technology That Supports Virtual 331 Team Collaboration

    Lori Bradley

    F I F T E E N Training for Virtual Collaboration: Beyond 345 Technology Competencies

    Arie Baan, Martha Maznevski

    S I X T E E N Combating Confusion: Virtual Teams 367 That Cross Borders

    Sue Freedman

    S E V E N T E E N Problem Solving in Virtual Teams 391

    David Braga, Steve Jones, Dennis Bowyer

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  • Contentsvi

    E I G H T E E N Correcting Chronic Decision-Making 405 Problems Through Effective Collaboration

    Mehran Ferdowsian

    PA R T S I X Tools and Assessments for Collaboration 439

    N I N E T E E N Tools for Effective Virtual Team Start-Ups 443

    Kimball Fisher

    T W E N T Y Tools for Effective Virtual Team Meetings 461

    Dipti Gupta, Lori Bradley, Terence Yeoh

    T W E N T Y- O N E VEtiquette: What Is the Etiquette 479 of Virtual Teams?

    Mal Conway, Jack Jennings, Curt Raschke, Mary B. Witort,

    Michael Beyerlein

    T W E N T Y- T W O Creativity Techniques for Virtual Teams 491

    Jill Nemiro

    T W E N T Y- T H R E E Using Assessments to Predict Successful 533 Virtual Team Collaboration Performance

    Scott K. Filgo, Scott Hines, Scott Hamilton

    T W E N T Y- F O U R Building the Business Case to Executives 553 for Virtual Teams

    Michael Beyerlein, Susan Beyerlein


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  • Contents viivii

    PA R T S E V E N Case Studies 571

    T W E N T Y- F I V E Virtual Teams in Medical Care Delivery 575

    Steven K. Rothschild, Stan Lapidos

    T W E N T Y- S I X Distributed Work: Using Data to Drive 591 Business-Focused Decision Making

    Anita Kamouri, Eric Richert

    T W E N T Y- S E V E N Virtual Collaboration in 619 a Matrix Organization

    Amy Kates, Paul J. Erickson

    T W E N T Y- E I G H T Knowledge Transfer and Learning 653 on Virtual Design Teams

    Jude G. Olson

    PA R T E I G H T Conclusion 679

    T W E N T Y- N I N E Collaboration in the Real World: Virtual 681 Team Key Take-Away Principles That Work

    Michael Beyerlein, Lori Bradley, Jill Nemiro, Susan Beyerlein

    T H I R T Y The Virtual, Networked Organization: How 693 One Company Became Transparent

    Jeffrey Stamps, Jessica Lipnack

    Name Index 707

    Subject Index 717

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  • W E B A N C I L L A R I E S

    Readers are invited to review and download the supplementary Web materials

    for The Handbook of High-Performance Virtual Teams: A Toolkit for Collaborat-

    ing Across Boundaries. These materials include a variety of assessment surveys,

    practical tools, and additional chapters and references to assist in developing high-

    performing virtual teams. Related items on the Web have been listed at the end of

    relevant chapters in the handbook.

    The supplementary Web materials are available FREE on-line at www.wiley


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