Interpersonal trust and common ground in electronically mediated communication

ABSTRACT

Communication and commerce by web or phone creates benefits and challenges for both buyer and seller. Websites provide convenience and visualization; telephones provide voice and real-time interaction. To combine key elements of these experiences, we developed PhoneChannel. Using PhoneChannel, a PC user while talking on the telephone can display visuals on the other person's television. How do these different media affect the consumer experience? In a recent laboratory study, prospective homebuyers selected houses of interest using web, telephone, or PhoneChannel. Using the telephone or PhoneChannel led to higher trust; but using web or PhoneChannel led to higher ratings on convenience, enjoyment, and 'good method' scales.

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Index Terms

• Human-centered computing

  • Human computer interaction (HCI)

• Information systems

  • Information systems applications

    • Multimedia information systems

  • World Wide Web

    • Web applications

      • Internet communications tools