What is effective GSS facilitation? A qualitative inquiry into participants' perceptions

Facilitation in group support system (GSS) meetings is considered to be among the most important critical success factors for effective GSS application. A considerable amount of research on GSS facilitation has been carried out, yet this research has been biased by a facilitator's perspective. In this study, we investigated participants' perceptions of effective GSS facilitation. Based on transcripts of interviews with participants, we produced a comprehensive overview of the tasks and behavior that participants felt were crucial for the effective facilitation of GSS meetings. A comparison and contrast with existing facilitation task taxonomies showed that our results complement existing insights and add further detail to them.