The effectiveness of synchronous computer-mediated communication for solving hidden-profile problems: Further empirical evidence

Authors:
David S. Kerr;Uday S. Murthy
Affiliations:
University of North Carolina at Charlotte, United States;University of South Florida, United States
Venue:
Information and Management
Year:
2009

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Abstract

We experimentally compared the effectiveness of face-to-face (FTF) and synchronous computer-mediated communication when using a chat tool in solving hidden-profile business problems. In such problems, information critical to its solution is dispersed among team members and they must share it to solve the problem. Unlike prior research using hidden-profile tasks, our study used a real-world business-oriented task, established real rather than ad hoc teams, and imposed a time constraint on them. Hypotheses derived from media richness theory were found to be supported, with the results revealing that computer-mediated teams using the chat tool were less successful in exchanging and processing information than FTF teams and were thus less successful at solving the hidden-profile problem. The results also showed that, when operating under a time constraint, FTF was preferred over computer-mediated communication due to the relative immediacy of feedback and multiplicity of cues available in the FTF setting, as media richness theory predicted.