Critical elements of communication in cross-functional software development projects

Abstract: Understanding communication aspects in cross-functional software development teams is important for managing a software development process. The recent researches in this area give a conceptual model based on the managers’ perspective, while employees’ perception is not analyzed. This study aims to cover this gap and explore communication not only from managers’, but from employees’ point of view. The research is based on the six criteria got from the theory review: task orientation; cooperative communication; interpersonal relationships; knowledge management; communication outcome and project characteristics influence on communication. Following these criteria we implemented our research in Jeppesen, where communication in Lufthansa program (LH program) was studied. Data collected from 3 interviews with managers and 90 employees’ responses to the online survey based on findings from the managers’ interviews, confirmed a critical value of such communication elements as awareness and responsibility for communication; knowledge about the program and competences of other colleagues; attitude to official meetings; motivation status and content. The study contributes to the existent literature by practical implication of theoretical concept highlighted in prior researches, as well as reflects on the employees’ perspective of communication, while only managers’ perspective was represented in prior researches in this area. Another contribution we see in modifying a model of communication based on the case study conduction. Hence, in the result of the study, the importance of certain communication criteria was confirmed or eliminated, as well as additional criteria emerged. The findings represented in the current paper contribute to managers’ and employees’ understanding of the critical elements of communication in cross-functional software development teams. Practical implications and directions for further research are discussed as well.