The document discusses communication risks and best practices in global software development. It begins with an introduction and agenda, then defines global software development. It discusses benefits and challenges of GSD, including reliance on asynchronous communication and lack of collaboration time. Communication is defined and its importance in GSD is described. The problem description notes communication is a top issue in GSD due to cultural, geographic, and time zone differences. The aims, objectives, and research questions are presented. The research design section outlines a 5-phase methodology including a literature review and interviews. Preliminary results are shown comparing risks, causes, effects and best practices from literature and interviews.

1. Communication Risks and Best practices
in Global Software Development
Ajmal Iqbal
Cigdem Gencel
Blekinge Institute of Technology
School of Computing Syed Shahid Abbas
Sweden
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1

2. Agenda
 Introduction
 Research Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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2

3. Global Software Development
software development that uses teams from multiple
 Introduction geographic locations [Sangwan]
 Research
Methodology Software work undertaken at geographically separated
 Results locations across national boundaries in a coordinated
 Discussion fashion involving real time or asynchronous interaction
 Conclusion [Sahay]
Blekinge Institute of Technology
School of Computing
Sweden
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4. GSD Benefits
 Introduction
• Development Cost reduction
 Research
•In time Delivery
Methodology
•Modularization of development process
 Results
•Access to competent and skilled personnel
 Discussion
•Innovation and new ideas
 Conclusion
•…….
Blekinge Institute of Technology
School of Computing
Sweden
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5. GSD Challenges
 Introduction
• Reliance on asynchronous communication
 Research
•Limited collaboration time due to less overlap
Methodology
•Lack of next door closeness
 Results
•Limited control at remote site
 Discussion
•Miss communication
 Conclusion
•…….
Blekinge Institute of Technology
School of Computing
Sweden
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5

6. Communication
 Introduction
•Activity of conveying meaningful information (wiki)
 Research
Methodology
•The imparting or interchange of thoughts, opinions, or
 Results
information by speech, writing, or signs. [Oxford]
 Discussion
 Conclusion
•Means of sending or receiving information such as via
telephone, computer, direct etc.
Blekinge Institute of Technology
School of Computing
Sweden
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7. Importance of Communication
Communication plays a major role in both co-located and distributed
 Introduction environment.
 Research •The quality and the frequency of the communication is less in GSD
Methodology [B.Bidanda et al].
 Results
•GSD project development speed is one half of the time as compared to
 Discussion the same projects in co-located environment because of less
 Conclusion communication [Herbsleb et al. described].
•“An individual software engineer spends more time exchanging
information than any other activity” [Barstow]
Blekinge Institute of Technology
School of Computing
Sweden
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Master Thesis Software Engineering
7
Thesis no: MSE-2011:54 June 2011

8. Importance of Communication
 Introduction Coordination
 Research Communication
Methodology •Knowledge and information
sharing barriers
 Results Control
 Discussion •It is difficult to ensure the
common understanding in ways of
 Conclusion •Difficult to manage teams working across distributed sites
located at dispersed
locations •Ensuring transparency of roles
and responsibility
• Ensure that team members •across remote sites
share proper domain
knowledge among
Blekinge Institute of Technology distributed teams
School of Computing
Sweden
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Master Thesis Software Engineering
8
Thesis no: MSE-2011:54 June 2011

9. Problem Description
GSD brings challenges:
 Introduction • Cultural diversity (Socio-cultural distance)
 Research • Geographical distance
Methodology • Time-zone difference (Temporal distance)
• and more to be explored !!!
 Results
 Discussion
 Conclusion
Communication is number one problem out the ten mentioned
issues in GSD [Jimenez et al]
Blekinge Institute of Technology
School of Computing
Sweden
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Master Thesis Software Engineering
9
Thesis no: MSE-2011:54 June 2011

10. Aims and Objectives
 Introduction Aims
 Research The aim of this study is to provide recommendations for mitigating
Methodology communication risks in GSD projects
 Results Objectives
 Discussion  Identify communication risks in GSD projects reported in both literature
 Conclusion and in industry
 Determine the causes of communication risks in GSD in literature and in
industry
 Investigate the effects caused by communication risks in GSD projects
 Identify the practices reported in literature and being practiced in
industry for mitigation of these communication risks
Blekinge Institute of Technology
School of Computing
 Identify similarities and differences between communication risks and
Sweden practices gathered from literature and industrial settings
www.bth.se/com  Suggest recommendations for mitigation of these communication risks
in GSD projects
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11. Research Questions
RQ1: What are the communication risks in globally distributed
development projects, their causes and effects?
 Introduction
 Research RQ2: What are the best practices reported to mitigate these risks?
Methodology
 Results RQ3: What are the communication risks in globally distributed
 Discussion development being faced by industries?
 Conclusion
RQ3.1: Which practices are currently being applied in industry to
overcome these communication risks?
RQ4: What are the similarities and differences between industrial
Blekinge Institute of Technology and literature results in terms of communication risks and their
School of Computing
Sweden
mitigation strategies?
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RQ5: What are the recommendations that can help software
organization to avoid or mitigate the communication risks?
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12. Research Design
Phase 1 : Systematic Literature review
 Introduction Data is gathered from the literature to be used as an input for phase 3 to answer Q#1and Q#2.
 Research Questionnaire
Methodology literature review provides the base for conducting the Interview
 Results
 Discussion Phase 3: Data Synthesis Phase 2: Empirical Study (Semi-Structured Interviews)
 Conclusion Data gathered from the above two phases are
Industrial interviews are conducted to obtain data from
the industry to answer Q#3. This data is also used as an
analyzed using Grounded theory by Strauss and
input for the phase3.
Corbin in this phase for Q#1, Q#2 and Q#3.
Data from Phase 1 provides the following outputs to Phase 4: Comparative Study
answer Q#1and Q#2; The outputs of phase 3 are compared in this phase to
•List of communication risks in GSD projects. answer Q#4
•List of their causes and effects The method used for this phase is Qualitative
Blekinge Institute of Technology comparative Analysis (QCA)
School of Computing Data from Phase 2 provides the following outputs to
Sweden answer Q#3 Phase 5: Recommendation Phase
www.bth.se/com •List of communication risks in GSD projects faced
in industry. List of recommendations to alleviate or mitigate each
•List of their causes and effects in industry risk are presented to answer the Q#5.
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13. Systematic Literature Review
 Introduction
 Research
Methodology
 Results 10901
 Discussion
 Conclusion
7109
Blekinge Institute of Technology
School of Computing
Sweden
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14. Manual and Automated Search
Strategy Purifications
 Introduction
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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15. Industrial Interview
22 interviews were conducted from 13 different organizations from all over
the world in 7 stages paradigm by Kvale
 Introduction
 Research 1. Thematizing
Methodology • Define a way in which interview can be conducted
• Interviewees were contacted through emails, telephone and Skype.
 Results • Purpose of the research with expected outcomes was sent by start.
 Discussion 2. Designing
 Conclusion • Plan and prepare different methods for obtaining intended knowledge
• Designing of the interview has direct impact on the interview quality
3. Interviewing
• Interviews were conducted in flexible timing
• All interviews were recorded
• At the end different situations were discussed to gather more results
Blekinge Institute of Technology
4. Transcribing
School of Computing • Interviews were recorded on audio tape and notes.
Sweden • Each interview was transcribed immediately by help of notes and recording.
www.bth.se/com 5. Analyzing and 6. Validating
• GT by Strauss and Corbin was used for analyzing the interview results.
7. Reporting
• whole process from the start to end of the interview study has been
reported. 15

16. Industrial Interview
New Names Organization Name Interviewee Name Nationality Based in Designation
In1(a) Logica (NL) Aassim Netherland Netherland Senior Team lead
In1(b) Logica (IN) Rittu Choudary India India Software developer
 Introduction In2(a) Heppell Media Corporation Robin Heppell Canada Canada CEO(Project
Manager)
 Research In2(b) Heppell Media Corporation Adele Postma Canada Canada Web developer
In2(c) Heppell Media Corporation Jef Philippines Philippines Virtual team Lead
Methodology In3(a) Tech Access Qasier Munir Pakistan Dubai Project Manager
 Results In3(b)
In3(c)
Tech Access
Tech Access
S.Abbas Gondal
Anil bassoo India India
Team Lead
Team Lead
 Discussion In4(a)
In4(b)
Xpert Engineer
Xpert Engineer
Mat
Sohail
Sweden
Pakistan
Sweden
Pakistan
Project Manager
Team Lead
 Conclusion In5(a) Q2Results Sam US US CEO(Project
Manager)
In5(b) Q2Results Duran Kutlu India India Project Manager
In6(a) Timesolv Raza H USA (ex USA CEO(Project
Pakistani) Manager)
In6(b) Timesolv Hussain Azhar Pakistan Sweden Team Lead
In7 Itrix AB Rashdan Pakistan Sweden Project Manager
In8 Sony Ericson Adeel Yasin Awan Pakistan Sweden Senior Product
Development
manager
Blekinge Institute of Technology
In9 Quantum Aviation Mark Smith UK UK Project Manager
School of Computing In10 Orion System Integrators Latif Saqar Pakistan USA Software developer
Sweden In11(a) Marmidsoft Mustanser Hussain Pakistan Denmark Project Manager
www.bth.se/com In11(b) Marmidsoft Sheraz Pakistan Pakistan Senior Software
Engineer
In12 Techlogix Inc Asif Mehmood Pakistan Pakistan Team Lead
developer
In13 Espresso Group Athar Sajad Pakistan Norway Project Manager
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17. Selected Primary Studies
Summary of Selected Studies
 Introduction
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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17

18. Selected Primary Studies
Selected studies with respect to Empirical
 Introduction methods/types
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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18

19. Selected Primary Studies
Selected studies with respect to their Collaboration
 Introduction Mode
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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19

20. Selected Primary Studies
Selected studies with respect to their quality
 Introduction
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
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20

21. Research Results
 Introduction  Communication Risks their causes
 Research
Methodology
and effects
 Results  Mitigation Practices/ Best Practices
 Discussion
 Conclusion 70
63
60
50 44 44
40 38
39 Risks (71)
30 27 Causes (66)
20 22 Effects (57)
Blekinge Institute of Technology 19
School of Computing 10 Best Practices (102)
Sweden
0
www.bth.se/com
Literature (88)
Interviews (22)
21

22. Comparison on Risks
 Similarities and differences
 Introduction
Additional Risks in Literature
 Research
Methodology 20 Additional Risks in Interview
 Results 24
 Discussion Common Risks in Literature and
 Conclusion Interview
3
Blekinge Institute of Technology
School of Computing Additional Risks identified in interviews
Sweden  Contradiction/negation in commitment
www.bth.se/com
 Different working days
 Loss of data during transfer
22

23. Comparison on Practices
 Similarities and differences
 Introduction
 Research Additional Practices in Literature
Methodology 26 Additional Practices in Interview
 Results 37
 Discussion Common Practices in Literature
and Interview
 Conclusion 2
Blekinge Institute of Technology
School of Computing
Additional Practices identified in interviews
Sweden  Communication in customer native language is encourage
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 Promote frequently use of Google calendar in order to
provide daily routines. Thus others at remote sites will see
your availability at any time
23

24. Some most cited risks in
Literature and interviews
Some most cited risks in Literature and
 Introduction
 Research interviews
Methodology
 Results  Lack of face to face
 Discussion (35 times in literature, 12 times in interviews)
 Conclusion  Lack of Native/Business language skills
(35 times in literature, 10 times in interviews)
 Lack of trust
(25 times in literature, 9 times in interviews)
 Lack of mutual understanding
Blekinge Institute of Technology (24 times in literature, 11 times in interviews)
School of Computing
Sweden
 ……
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25. Some most cited risks in
Literature and interviews
Lack of face to face
(35 times in literature, 12 times in interviews)
 Introduction
 Research Causes (2) Effects (9) Mitigation Practices (20)
Methodology Limited visibility of remote Lack of trust Frequent travel to remote site will
site (2 times in literature) help for building the trust
 Results (19 times in literature, 9 (4 times in literature,8 times in
 Discussion times in interviews) interviews)
 Conclusion
Traveling cost Less interpersonal relationships Encourage frequent
(2times in literature, 4 times (2 times in literature,1 time in communications
in interviews) interviews) (5 times in literature,2 times in
interviews)
Reduction in informal Encourage video conferencing
communication during project specially when due
Blekinge Institute of Technology
(1 times in literature,1 time in to traveling cost ,face to face is
School of Computing
interviews) difficult
Sweden
(3 times in literature,2 times in
www.bth.se/com
interviews)
….. …….
25

26. Some most cited risks in
Literature and interviews
Lack of Native/Business language skills
(35 times in literature, 10 times in interviews)
 Introduction
 Research Causes (5) Effects (7) Mitigation Practices (22)
Methodology Political and Cultural misunderstanding or Encourage the use of common
diversity misperception or miss language in practice i.e. English
 Results (19 times in literature, 5 communication occur (2 times in literature,6 times in
 Discussion times in interviews) (11 times in literature, 4 times interviews)
in interviews)
 Conclusion
Diversity in native/business Less interpersonal Encourage training of remote teams
language accent/vocabulary relationships in order to build effective
(3 times in literature, 1 time (2 times in literature,1 time in communication and resolving
in interviews) interviews) cultural linguistic ,behavioral issues
(3 times in literature)
Implement Standards or unwilling to transfer Requirement should be properly
Blekinge Institute of Technology template knowledge document (such as unified approach
School of Computing (1 time in literature) (2 times in literature) of requirement engineering) in order
Sweden to resolving the later conflicts and
www.bth.se/com misunderstandings
(3 times in interviews)
……. ….. …….
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27. Some most cited risks in
Literature and interviews
Lack of trust
(25 times in literature, 9 times in interviews)
 Introduction
 Research Causes (15) Effects (10) Mitigation Practices (34)
Methodology Limited visibility of remote Relationship break Encourage frequent communications
site (2 times in literature, 4 times in (7 times in literature,3 times in
 Results (4 times in literature, 1 time interviews) interviews)
 Discussion in interviews)
 Conclusion
Unpredictable Lack of sense of teamness Frequent travel to remote site will
communication (2 times in literature,1 time in help for building the trust
(4 times in literature) interviews) (4 times in literature, 1 time in
interviews)
Lack of interpersonal/poor Difficult to coordinate Encourage team building activities
relationship (4 times in literature) (5 times in literature, 2 times in
Blekinge Institute of Technology
(3 times in interviews) interviews)
School of Computing
Sweden ……. ….. …….
www.bth.se/com
27

28. Some most cited risks in
Literature and interviews
Lack of mutual understanding
(24 times in literature, 11 times in interviews)
 Introduction
 Research Causes (10) Effects (8) Mitigation Practices (30)
Methodology Political and Cultural Product quality decrease Encourage frequent communications
diversity (2 times in literature) (4 times in literature,3 times in interviews)
 Results (12 times in literature, 4
 Discussion times in interviews)
 Conclusion different level of expertise bad behavior Apply agile practices such scrum(daily and
in native/business language (2 times in literature) schedule meetings etc ) in order to
(# times in literature, 1 time frequently communicate as well as get
in interviews) benefits from its short iterations and
early feedback as well as it increase
frequent deliveries.
(3 times in literature, 3 times in interviews)
Blekinge Institute of Technology Diversity in native/business Communication overhead Promote the use of proper
School of Computing language accent/vocabulary (1 time in literature) communication guidelines as well as
Sweden (3 times in interviews) communication styles in practice
www.bth.se/com (1 time in literature, 3 times in interviews)
……. ….. …….
28

29. GTS Viewpoint
Geographical (G) Temporal(T) distance
distance •Delay in Response
 Introduction •Communication Effort •Communication
 Research increase frequency reduce
Methodology •Dependencies on Risks •Lack of synchronous
 Results ICTs(information and communication
communication tools) •Limited availability of
 Discussion
•Lack of Face to face Remote team members
 Conclusion ……
meeting Socio-cultural distance
•Lack of group •Lack of Cultural
awareness awareness
….. •Lack of Business
language skills
Blekinge Institute of Technology
•Lack of mutual
School of Computing
Sweden understanding
www.bth.se/com •lack of informal
communication
……
29

30. GTS Viewpoint
Temporal(T) distance
Geographical (G) •Stay available as much
 Introduction distance as possible
•Frequent travel to
 Research remote sites
•Shifting working hours
Methodology Practices •Encourage
•Knowledge people
 Results travel at early of the synchronous
communication for
 Discussion project/component
(kickoff ) proper coordination
 Conclusion •Encourage direct
•Encourage synchronous Socio-cultural distance
communication for •Encourage the use of communication or pair
proper coordination common language in to pair links among
….. practice e.g. English team members
•Appoint a liaison …..
Blekinge Institute of Technology •Encourage team
School of Computing
building activities
Sweden
www.bth.se/com •Promote socialization
among team members
from the start of the
project
…… 30

31. Recommendations
GSD practices are highly situational , thus different
 Introduction recommendations have also been suggested in this
 Research thesis. Some are listed below;
Methodology Recommendations Risks Total
 Results Risks
 Discussion Encourage frequent RF3,RF2, RF10, RF18, RF1, 18
 Conclusion communications RF4, RF5, RF13, RF11, RF9,
RF15,RF7, RF12, RF24, RF45,
RF46, RF30, RF20
Establish a appropriate RF4, RF1, RF10, RF21, RF23, 14
communication RF5, RF11, RF9, RF6, RF25,
Blekinge Institute of Technology
School of Computing infrastructure/ model RF8, RF7, RF12, RF43
Sweden
www.bth.se/com Promote socialization among RF4, RF10, RF3, RF20, RF5, 13
team members from the RF11, RF9, RF36, RF30,
start of the project RF18, RF7, RF19, RF8
31

32. Recommendations
Recommendations Risks Total
 Introduction Risks
 Research Encourage the use of RF4,RF10, RF3, RF2, RF5, 15
Methodology effective communication RF9, RF7, RF22, RF26, RF1,
 Results tools and techniques RF14,RF6, RF8, RF29, RF32
 Discussion frequently in practice
 Conclusion
Frequent travel to remote RF4, RF5, RF9, RF7, RF1, 9
site will help for building the RF30, RF19, RF13, RF27
trust
Promote informal RF4, RF5,RF27, RF29, RF3, 17
Blekinge Institute of Technology communication among RF24, RF2, RF8, RF7, RF10,
School of Computing
Sweden
distributed team members, RF11, RF9, RF20, RF36,
www.bth.se/com so teams will be socialize RF30, RF18, RF19
…. ….. …..
32

33. Conclusion
Focus on Communication risks , their causes and
 Introduction effects
 Research
Methodology People
 Results
 Discussion Mitigation practices to resolve those risks
 Conclusion
GSD practices are highly situational , thus different
recommendations have also been suggested in this
thesis
Blekinge Institute of Technology
Product
School of Computing
Sweden
www.bth.se/com
33

34. Future Study
1. Apply the recommendation in real GSD projects
 Introduction
 Research 2. Exploring the benefits and challenges of these
Methodology practices/recommendations.
People
 Results
3. Development of Scenario base mitigation framework to
 Discussion
resolve communication risks in GSD
 Conclusion
Blekinge Institute of Technology
Product
School of Computing
Sweden
www.bth.se/com
34

35. Thank you
 Introduction
 Research
Methodology
 Results
 Discussion
 Conclusion
Blekinge Institute of Technology
School of Computing
Sweden
www.bth.se/com
35