Effects of teleconferencing technologies: An exploration of comprehension, feedback, satisfaction and role-related differences

Abstract

Several theoretical approaches have been put forth to predict and explain the effects of teleconferencing technologies. One approach is to examine the functions of nonverbal signals and to make predictions based on the fact that different teleconferencing technologies allow nonverbal communication to different extents. One of the functions of nonverbal signals is to allow the listener to provide feedback to the speaker in a communication. Prior research has shown that such feedback enhances listener comprehension. In this study, it was hypothesized that different teleconferencing technologies would allow different levels of feedback based on their ability to accommodate nonverbal signals, and this in turn would affect comprehension. An experimental study was conducted to compare comprehension, feedback, and satisfaction in telephone and computer conferencing. The study confirmed that comprehension and speaker satisfaction are related to feedback, but failed to show a relationship between listener satisfaction and feedback. No difference in comprehension, listener, or speaker satisfaction was observed across teleconferencing technologies. Role-related differences were observed between the speaker and the listener. It is suggested that the effects of teleconferencing technologies can be mapped systematically by examining each of the functions of nonverbal signals, one at a time.