knowledge@emory has an article about Dominic Thomas’ paper entitled Making Knowledge Work Successful in Virtual Teams via Technology Facilitation. Thomas looked for collaboration breakdowns and found multiple work stoppages due to technology breakdowns. He discovered it was mainly during those problematic moments that leaders looked at the technology they were using or how to improve the interaction of team members.

our studies were different but it seems like they would share some common ground. the majority of subjects in my study used email, the phone and f2f meetings for the bulk of their team communication. there were very low rates of usage of anything ‘new’ like blogs or collaboration tools. it was beyond the scope of my study to determine why but my feeling was this isn’t an issue. that it’s not even discussed except – ‘this is the way we’ve done it before and this is what we’ll do now’. Thomas’ study seems to confirm this.

Thomas’ summary here, and his website