Facilitating Online Collaboration

When it comes to online conversations and forums, the role of the facilitator has become essential in supporting a participatory process.   But how has the role of the facilitator evolved with the increasing use of online communication as opposed to conventional face to face interactions?

Traditional Facilitation Strategies

Certain traditional facilitation strategies hold true even when using Web 2.0 technologies.  The facilitator should always:

• Be mindful of the higher goals of the project
• Be aware of the timeframe and other imposed restraints
• Try to involve as many participants as possible
• Direct the flow of the meeting in a productive manner. 

As always, if the group gets off-track, the facilitator should redirect discussion, and if conversation stalls, the facilitator should ask open-ended questions that encourage participants to expand upon or probe further into current topics. 

Online Specific Facilitation Methods

Some methods for facilitating have become crucial to the success of online collaboration.  A good facilitator will ensure there is a shared understanding amongst all participants as to what is being discussed.  This is especially critical online as some participants may have technology or language handicaps.  Humor and sarcasm don’t always translate well without the inflection of someone’s voice, which may be misleading to participants on an online forum.  At important junctures, a facilitator should provide a summary of what has transpired and any important agreements reached.  Due to the lack of physical cues (head nodding, confused facial expressions, etc.) it is important to periodically summarize in an explicit manner.  Time zone differences can also lead to some participants missing highly active collaboration periods, in which case summaries can prove highly valuable.  

The role of the facilitator has expanded in some areas.  It is now important for he or she to be familiar with the technology being used and act as a guide to the technology when required.  The facilitator should continually strive to provide an environment where people feel comfortable interacting.  When communicating online, there are fewer problems with side conversations and people interrupting each other.  This can be good as it gives individuals the opportunity to evaluate choices and consider options at their own pace.  However, the inherent anonymity can lead to fewer inhibitions in some individuals.  Certain participants may not conform to the social norms they would in face-to-face communication.  Online, the facilitator must now take a more active role in monitoring and responding to inappropriate behavior, especially early on when the community is still forming, keep the dialogue on track and generate high-quality results.