Impact of video-mediated communication on simulated service encounters

Authors:
Anne H. Anderson;Alison Newlands;Jim Mullin;Anne Marie Fleming;Gwyneth Doherty-Sneddon;Jeroen Van der Velden
Affiliations:
Work Psychology Unit, Technical University of Delft, 2628 BL Delft, The Netherlands;-;-;-;-;Human Communication Research Centre, Department of Psychology, University of Glasgow, Glasgow, G12 9YR, UK
Venue:
Interacting with Computers
Year:
1996

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Abstract

The results are reported of three studies of collaborative problem-solving in a simulated travel agency where communication between travel agent and customers is supported by a videolink and shared multimedia tools. The video-mediated contexts (VMCs) were compared with face-to-face and audio-only interactions in terms of the success of the task outcome, the process of communication and decision making and user satisfaction. VMC did not deliver the same benefits as face-to-face interactions. The possible reasons for this are explored as well as the implications of the data for evaluation techniques.