Coordinating Telework during COVID-19 in practice : An exploratory study about organising work with Information and Communication Technologies (ICTs) among hybrid teleworkers

Abstract: Background: The COVID-19 pandemic crisis has caused unprecedented challenges and profound implications on both individuals and organisations which had to adapt to the enforced regulations. Social distancing and lockdowns measures have obliged organisations to reduce workers’ exposure in the workplace and re-organise work remotely to ensure business continuity. For that purpose, the role of ICTs has been crucial in facilitating telework from home. The context of the pandemic crisis provides the opportunity to examine the recreation of integrative conditions of coordination, by individuals and groups within organisations, to bring collective and interdependent work together. Research Problem: Despite providing the adequate conditions to further study concepts on coordination, the sanitary crisis has forced employees to adapt to the new normal of social distancing by using digital technologies to share and communicate information. Such rapid organisational transformation has imposed virtual collaborations in which multiple parties are geographically dispersed and work towards the same objective. Little research has focused on digitally mediated coordination especially among hybrid teleworkers. Because distance influences the amount of interaction and communication between members, this thesis investigates the disruption of proximity in supporting coordination.Research Purpose: The study aims to reconcile the existing research on coordination and investigate how the theory applies in a digital environment. Hence, by focusing on hybrid teleworkers working together in teams, the authors examine the application of the theory combining both virtual and face-to-face interactions. The focus is primarily given to the proximity between individuals to organise work with the use of ICTs.Research Method: The methods used in this qualitative and inductive research paper consist of conducting an exploratory study using a multiple case-study of six teams in three different organisations. Semi-structured interviews were conducted to gain knowledge on the participants’ perspectives and experience on the topic of interest. Lastly, a cross-case analysis was used by looking for cross-case patterns between the teams to finally build a theory. Conclusion: For efficient coordination to occur in hybrid telework, a number of conditions must be met. The methods employed to coordinate work become increasingly virtualized and structured in time and space. The visibility and familiarity between team members are influenced by the use of ICT tools embedding coordination. Both facets are highly interrelated and different connected mechanisms permit the establishment of coordination.