Authors:
Juliana de Melo Bezerra
and
Celso Massaki Hirata
Affiliation:
Instituto Tecnológico de Aeronautica, Brazil
Keyword(s):
Conflict, Virtual community, Conflict management process.
Related
Ontology
Subjects/Areas/Topics:
Collaborative Computing
;
Enterprise Information Systems
;
Society, e-Business and e-Government
;
Software Agents and Internet Computing
;
Web 2.0 and Social Networking Controls
;
Web Information Systems and Technologies
Abstract:
Through the participation on collaborative tasks in virtual communities, members can express their divergences during discussions, which characterize conflicts. Conflicts can contribute positively creativity, innovation and quality of decisions. However, if not managed, conflicts can negatively impact community performance and members’ satisfaction. We propose a conflict management process for virtual communities. The process is useful to design new virtual communities because it allows to bring conflict management mechanisms, and also to improve mechanisms of existent virtual communities by correctly addressing the causes and consequences of conflicts.