Effects of four computer-mediated communications channels on trust development

  • Authors:

  • Nathan Bos;Judy Olson;Darren Gergle;Gary Olson;Zach Wright

  • Affiliations:

  • University of Michigan, Ann Arbor, MI;University of Michigan, Ann Arbor, MI;University of Michigan, Ann Arbor, MI;University of Michigan, Ann Arbor, MI;University of Michigan, Ann Arbor, MI

  • Venue:
  • Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
  • Year:
  • 2002

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Abstract

When virtual teams need to establish trust at a distance, it is advantageous for them to use rich media to communicate. We studied the emergence of trust in a social dilemma game in four different communication situations: face-to-face, video, audio, and text chat. All three of the richer conditions were significant improvements over text chat. Video and audio conferencing groups were nearly as good as face-to-face, but both did show some evidence of what we term delayed trust (slower progress toward full cooperation) and fragile trust (vulnerability to opportunistic behavior)