A Relational Coordination Theory Perspective on Communication Tools in the Digital Workplace

In the digital workplace, digital communication tools provide a means for efficient communication, thereby facilitating knowledge and information sharing across spatial, geographical, and temporal borders. Moreover, work teams often use such collaboration tools to coordinate interdependent work elements. Although such tools are not new in themselves, recent years have seen marked developments in which tools are available and how they are used, and their functionality is constantly being further developed. Many knowledge workers today are familiar with using tools such as Slack, Microsoft Teams, or other real-time chat software for communication with colleagues and other stakeholders, and new AI tools are about to make further changes in digital collaboration. This chapter takes a coordination approach to digital communication, presenting digital communication tools as coordination mechanisms that are essential for efficient digital collaboration. Specifically, we use relational coordination theory, which posits that work relationships characterized by high levels of shared knowledge, shared goals, mutual respect, and high-quality communication experience more efficient coordination. Moreover, although digital communication tools enable coordination, research has also shown there are many challenges related to digital collaboration. Some of these challenges may be mitigated by the relational coordination concepts. This chapter presents relational coordination theory as a lens for understanding digital coordination and collaboration by summarizing existing knowledge on relational coordination in the digital workplace. From this, it proposes a conceptual model with related propositions to inspire future research on the role of digital tools in collaborative settings.