Research has suggested that computer-supported coordination work (CSCW) systems can change the nature of collaboration among organizations, the patterns of workgroup processes, and the use of information and knowledge in problem solving (DeSanctis et al. 1991; Hutchison et al. 1995; Delisle 1989). Many factors can influence the performance of groups and CSCW systems, including individual characteristics (Massey and Clapper 1995), nature of tasks and technology used (Rice 1992) and such social factors as group influence and processes (Bettenhausen 1991). lso of interest are the effects of facilitation and support on user adaptation of the technology (Dickson 1993; Zigurs, Poole and DeSanctis 1988). One approach that may enhance the acceptance of CSCW systems is through action research. This is where the researchers and users collaborate to diagnose problems, plan and implement appropriate interventions, then reflect upon their experience for theory development, learning and improvement in an iterative fashion (Checkland 1991).