How can we avoid information overload and techno-frustration as a virtual team? The effect of shared mental models of information and communication technology on information overload and techno-frustration

Communicating via information and communication technologies (ICTs) can lead to information overload (IO) and techno-frustration. Research has primarily investigated individual level factors that influence IO and techno-frustration. Since the causes of IO and techno-frustration are not always inherent to the individual, this paper uses a multi-level approach to analyze an inherent cause in the team that influences IO and techno-frustration. We assume that shared mental models of ICTs (ICT SMM) reduce perceived workload, explicit coordination of ICT-use, IO, and techno-frustration. In an experimental laboratory study with sixty-nine virtual teams, we manipulated and investigated the effects of ICT SMM (similar vs. different ICT mental models among team members) on IO and techno-frustration via explicit coordination of ICT-use and perceived workload. ICT SMM influence techno-frustration, but contrary to our expectations, not IO. In line with our hypotheses, results supported that ICT SMM reduce techno-frustration and IO via perceived workload. Although ICT SMM reduced explicit coordination of ICT-use, the assumed mediation was not found. Nevertheless, developing ICT SMM seems to be a promising preventive strategy for reducing perceived workload, explicit coordination of ICT-use, IO, and techno-frustration.