ABSTRACT
In this chapter, the author adopts a qualitative research methodology to acquire the rich data needed to facilitate the generation of theoretical categories the author could not satisfactorily derive from existing theory. Action research is an approach in which researchers systematically understand the practical problems in which they are directly involved, make improvements while refining plans, and during the implementation process, change plans as necessary while observing the state of problem-solving and put plans into practice to reach solutions. Many researchers have applied action research methods to make social and environmental changes. CS tools were classified as telephone, email, voice conferencing systems, business chat systems, data conferencing, in-house social networking services tools, and CS with video communications functions such as web conferencing systems, videoconferencing systems, unified communications and cloud-based business applications.
