Sociology, CSCW, and working with customers
The social and interactional dimensions of human-computer interfaces
Rethinking video as a technology for interpersonal communications: theory and design implications
International Journal of Human-Computer Studies
Telephone operators as knowledge workers: consultants who meet customer needs
CHI '95 Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
Remote assistance: a view of the work and a view of the face?
Conference Companion on Human Factors in Computing Systems
Video data and video links in mediated communication: what do users value?
International Journal of Human-Computer Studies
Interpersonal trust and common ground in electronically mediated communication
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Interacting with the telephone
International Journal of Human-Computer Studies
The effects of visual proxemic information in video mediated communication
ACM SIGCHI Bulletin
On the passage of time: temporal differences in video-mediated and face-to-face interaction
International Journal of Human-Computer Studies
International Journal of Human-Computer Studies
Functionality and usability in design for eStatements in eBanking services
Interacting with Computers
A usability comparison of three alternative message formats for an SMS banking service
International Journal of Human-Computer Studies
Human communication in customer-agent-computer interaction: Face-to-face versus over telephone
Computers in Human Behavior
Things to talk about when talking about things
Human-Computer Interaction
The role of the face in communication: Implications for videophone design
Interacting with Computers
Comparison of face-to-face and video-mediated interaction
Interacting with Computers
Impact of video-mediated communication on simulated service encounters
Interacting with Computers
Interacting with Computers
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Participants N=71 took part in mortgage interviews with a human agent interacting with a computer using four different communication modes: a standard video ink, a video link with video-data, the telephone and face-to-face. Video-plus-data came significantly higher in the rankings than phone. It is argued that video-plus-data was found to be more useful than phone, as it provided the participants with more feedback on their mortgage negotiation. Usability and preference were highest for face-to-face. Usability of video was significantly higher than video-plus-data. Comments made by the participants suggest that this may have been due to the split-attention effect and it is argued that this could be diminished by usability improvements. There were no significant differences in usability between the two video services and the telephone. Reasons for this are explored. Differences between genders were also discovered with the phone being judged to be less usable by male participants. If face-to-face mortgage interviews are to be supplemented by other communication channels then users would find video-plus-data the most acceptable, but there is much room for further improvements in usability.