Impact of video-mediated communication on simulated service encounters

Citation

Anderson AH, Newlands A, Mullin J, Fleming AM, Doherty-Sneddon G & Van der Velden J (1996) Impact of video-mediated communication on simulated service encounters. Interacting with Computers, 8 (2), pp. 193-206. https://doi.org/10.1016/0953-5438%2896%2901025-9

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.

Keywords
video-mediated communication; computer-supported cooperative work; dialogue analysis

Journal
Interacting with Computers: Volume 8, Issue 2