Efficacy of Microsoft Teams in Communication and Collaboration in Project Management: A Case of Amref Health Africa

Abstract

This study investigated the efficacy of Microsoft Teams as a digital communication and collaboration platform for project management at Amref Health Africa, filling a significant gap in the comprehension of digital platform adoption in complex, resource-constrained, and multicultural NGO environments in Africa. The study aimed to examine the ways in which Microsoft Teams features facilitate project communication, evaluate user perceptions regarding the platform's communication and collaboration efficacy, and investigate the challenges hindering its adoption and utilization. Employing a pragmatic explanatory sequential mixed methods design, the study gathered quantitative data from a census of 49 project management personnel and executed comprehensive qualitative interviews with 12 purposefully selected participants. This method provided thorough and detailed comprehension of how Microsoft Teams was used and what effect it had in a difficult project management environment. Results showed that Microsoft Teams' rich media features, like video conferencing and real-time co-authoring, made communication much clearer, faster, and more effective when working together. These features are in line with Media Richness Theory, which says that richer communication media, which provide instant feedback and multiple cues, make it easier to understand complex tasks. The platform's Channels, instant messaging, and threaded conversations made it possible for teams that were spread out across different locations to communicate at different times, which kept things going and made sure everyone was on the same page. Users said they had problems like a complicated interface, not being able to connect easily with third-party tools like Trello and Jira, and getting too many notifications, which caused technostress and mental fatigue. Also, disparities in infrastructure, especially in rural field offices, made it hard to use the platform reliably. These results are similar to what Platformization Theory says about the two sides of digital platforms: they may assist or hinder social interactions through built-in design and governance structures. Organisational factors, particularly leadership support, culturally pertinent training, and ingrained norms, were essential for effective adoption. Users demonstrated adaptive behaviors, such as peer learning and selective feature utilization, to surmount limitations. These results corroborate the Unified Theory of Acceptance and Use of Technology, highlighting the interplay among technological affordances, organisational context, and individual agency in technology acceptance. The study suggests ongoing, role-specific digital literacy training; collaborative design of platform improvements; governance frameworks customized to organisational culture for managing notifications and access; and the establishment of feedback systems and communities of practice to maintain engagement and facilitate knowledge sharing. The study enhances theoretical frameworks by applying media richness theory to African NGO contexts, while also advancing platform studies through empirical examples of socio-technical tensions that influence technology utilization. In practical terms, it gives NGOs and global development actors useful tips on how to make the most of digital platforms while balancing innovation with organisational readiness and user empowerment. Future research should emphasize longitudinal studies to monitor platform evolution, comparative analyses among tools, a more profound examination of sociocultural impacts, and an investigation into the role of artificial intelligence in improving organisational communication. In conclusion, Microsoft Teams is an important tool for communication and collaboration in intricate NGO settings. However, its full potential depends on media richness, platform design, the organisational culture, and user adaptability. This study provides significant insights for both scholars and practitioners dedicated to promoting digital transformation within the global nonprofit sector.