Eyes, ears and technology An evaluation of the use of video-conferencing in BPR workshops

Purpose - The purpose of this paper is to evaluate the effectiveness of video-conferencing as a suitable technology for business process reengineering (BPR) training of 12 health sector participants located in Prince Edward Island, Canada. Design/methodology/approach - An action research was adopted. The participants received training from a remote BPR consultant located in Northern Ireland (UK), with the assistance of local moderators. The focus of the study is concerned with the quality of the learning experience and the important role played by local moderators. Findings - Overall, the use of video-conferencing technology provided a valuable learning experience. It was also cost effective and an efficient use of both the consultant's and the participants' time. A key part of the success of the exercise was the role of one of the local moderators who acted as the "eyes and ears" of the consultant. Originality/value - A general contribution to knowledge is the positioning of the argument developed within the technology diffusion literature. The paper offers important insights into the effective use of video-conferencing technology for BPR training purposes; and Knipe and Lee's evaluation of a video-conferencing experiment in terms of the relationship between the human actors at the remote and local sites is discussed and extended.