The effects of self-viewing in video chat during interpersonal work conversations. Issue 1 (22nd November 2022)

• Record Type: Journal Article
• Authors: Shin, Soo Yun; Ulusoy, Ezgi; Earle, Kelsey; Bente, Gary; Van Der Heide, Brandon
• Editors: Campbell, Scott
• Is Part Of: Journal of computer-mediated communication. Volume 28:Issue 1(2023)
• Publication Date: 2022-11-22
• Subjects: self-view -- video chat -- self-perception -- difficult conversation -- computer-mediated communication; Telematics -- Periodicals; Computer networks -- Social aspects -- Periodicals; Communication -- Periodicals; 302.20285
• DOI: 10.1093/jcmc/zmac028
• Languages: English
• ISSNs: 1083-6101

Abstract

Abstract: With the growing use of video chat in daily life, it is critical to understand how visual communication channels affect interpersonal relationships. A potentially important feature that distinguishes video chats from face-to-face interactions is the communicators' ability to see themselves during the interaction. Our purpose was to determine the effects of self-viewing on the process and outcome of a workplace confrontation. A dyadic experiment with two (self-viewing vs. no self-viewing) conditions was conducted using multi-instruments (self-report, physiological arousal, eye-tracking). Results showed that self-viewing reduced self-evaluation, which subsequently reduced solution satisfaction. Self-viewing also impaired one's ability to assess their partner's attitude and lowered partner evaluation. Although self-viewing decreased negative emotional expressions, the effect on conversation tone varied depending on the role an individual played. The overall negative impacts of self-viewing ability have significant implications for the appropriate implementation of a computer-mediated channel for enhancing one's experience when having a difficult conversation. Lay Summary: We now use video chat such as Zoom and Facetime to maintain our relationships in private life as well as in the workplace. The current study investigated the effects of a special feature of a video chat, which is viewing one's own face and behaviors in real-time during a conversation, on people's workplace confrontation experience. We conducted an experiment where two people who played either a role of a boss or an employee at a workplace had a conversation to resolve their workplace issue via a video chat either with or without a self-viewing window. Results showed that people who had a self-viewing window in a video chat more negatively evaluated their own performance, which also led to more negative conversation result satisfaction. In addition, they were less likely to accurately assess their partner's liking toward them and evaluated their partner's ability more negatively. Lastly, when self-viewing, employees changed their conversation tone to be more positive whereas bosses' conversation tone remained the same. Overall, this study provides evidence of the negative effects of self-viewing in a video chat, suggesting turning the self-view option off to optimize the usage of a video chat when people expect to have a difficult conversation.