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One piece at a time: why video-based communication is better for negotiation and conflict resolution

Published: 11 February 2012 Publication History

Abstract

We compared the effects of three computer mediated communication (CMC) channels (text, audio, and video) on how people performed an appointment-scheduling task. The task involved a grounding and a conflict resolution component. The results showed that video conferencing supported participant dyads in reaching a consensus that had better balanced performance between the dyads only when task difficulty was high and when there were more inherent conflicts in the task. Participants across the three CMC conditions also demonstrated different patterns of conversation dynamics during information exchange and negotiation. Mediation analysis showed that in video-based communication, strategies of exchanging less information at a time predicted higher levels of negotiation, which in turn predicted smaller performance differences in high conflict conditions. The results suggested that the design and use of communication technologies for remote conflict resolution should promote the strategy of exchanging information in small pieces, which could better support subsequent negotiation and foster a sense of fairness.

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    cover image ACM Conferences
    CSCW '12: Proceedings of the ACM 2012 conference on Computer Supported Cooperative Work
    February 2012
    1460 pages
    ISBN:9781450310864
    DOI:10.1145/2145204
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    Publication History

    Published: 11 February 2012

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    Author Tags

    1. collaborative work
    2. communication strategy
    3. computer mediated communication
    4. conflict resolution
    5. information exchange
    6. negotiation

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    February 11 - 15, 2012
    Washington, Seattle, USA

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    CSCW '12 Paper Acceptance Rate 164 of 415 submissions, 40%;
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    • (2021)Videoconference and Embodied VR: Communication Patterns Across Task and MediumProceedings of the ACM on Human-Computer Interaction10.1145/34795975:CSCW2(1-29)Online publication date: 18-Oct-2021
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