CHRONEMIC ASPECTS OF CHAT, AND THEIR RELATIONSHIP TO TRUST IN A VIRTUAL TEAM

How does user personality impact pauses in online synchronous chat, and how do these pauses correlate with the development of trust in online teams? An analysis of hundreds of short chat sessions which took place between 62 pairs of participants in the DayTrader social dilemma game reveals a link between chronemic (time-related) variables and personality traits. The three chronemic variables that were analyzed, interpost pause, switching pause, and personal rhythm, were shorter in players who rated higher on extraversion, and longer in players who rated higher on agreeableness. The relationship between extraversion and shorter pauses is comparable to similar findings in spoken communication, while the relationship with agreeableness is novel. Furthermore, an analysis of the relationships between the three chronemic variables and the establishment of trust in the virtual teams confirms the hypothesis that longer pauses are associated with decreased trust. Three non mutually exclusive explanations are offered for this association: 1) longer pauses cause the decrease in trust; 2) longer pauses are the result of increased cognitive load associated with deception creation; and, 3) longer pauses are the result of increased efforts related to the suspicion that deception is taking place

The blurring boundaries between synchronicity and asynchronicity:new communicative situations in work-related Instant Messaging

Instant messaging is one of the most popular communication technologies in virtual teams, enabling interactions to intertwine whole working days, thus creating the sense of copresence for team members who are geographically dispersed. Through close linguistic analyses of naturally occurring data from a virtual team, this article discusses the implications of two novel communicative situations enabled by instant messaging: presence information and the persistence of transcript. The preliminary findings of this study indicate that these new communicative situations require the flouting or rethinking of previously existing interactional norms and that communicative practices employed by the team members are not yet conventionalized/normalized, the expectations and interpretations of interactional rituals and timing vary highly, even within the same virtual team

The Role of a Multidimensional Concept of Trust in the Performance of Global Virtual Teams

This paper focuses on the concept of trust as an important ingredient of effective global virtual team performance. Definitions of trust and virtual teams are presented. The concept of trust is developed from its unilateral application (trust, absence of trust) to a multidimensional concept including cognitive and affective components. The special challenges of a virtual team are then discussed with particular emphasis on how a multidimensional concept of trust impacts these challenges. Propositions suggesting the multidimensional concept of trust moderates the negative impacts of distance, cross cultural and organizational differences, the effects of electronically mediated communication, reluctance to share information and a lack of hi story/future on the performance of virtual teams are stated. The paper concludes with recommendations and a set of techniques to build both cognitive and affective trust in virtual teams

‘I’m actually shocked of how rude you are!’ Communication challenges in webchat-based customer service

Computer-mediated webchat is fast replacing voice support in customer service. Whilst previous studies have explored how communication breaks down in customer service voice exchange in off-shored/outsourced multinational companies; studies into webchat exchange in the same industries are scarce. Given the high stakes of customer service interactions – for example customer satisfaction, return intention and loyalty to the company – there is an urgent need to understand how conversations unfold, in a linguistic sense, in successful and unsuccessful service. This study, using interactional linguistics, has used a close interpretative process to analyse instances of problematic exchange showing two key causes of communicative disruption. This first relates to disrupted turn adjacency where the sequence and flow of the exchange becomes confusing. The second relates to conceptual misunderstandings of terms in the exchange that may have multiple meanings. As workplaces invest millions of dollar in recruiting, training and appraising global webchat agents to serve their customers, the findings of this study can fruitfully inform webchat training and coaching that impact performance at work and provide high satisfaction to customers

Adapting Nonverbal Coding Theory to Mobile Mediated Communication: An Analysis of Emoji and Other Digital Nonverbals

Nonverbal communication has been an area of communication theory studied for decades. Despite more daily communication occurring over mediated communication, there is a lack of research surrounding digital communication, specifically mobile-mediated communication (MMC). While there has been research conducted regarding computer-mediated communication (CMC), specifically studies examining email communication and instant messaging (IM), the mobile conversation is relatively untouched by current scholarship. This paper will streamline nonverbal coding research to set the groundwork for application and translation of nonverbal coding elements to mobile-mediated communication and the text message conversation. Even more specifically, the elements of kinesics, vocalics, and chronemics will be reviewed and further defined to see if these elements translate to the digital elements of emojis, typed laughter, and excessive capitalization and punctuation

Communicating trustworthiness and building trust in interorganizational virtual organizations

We propose a theory of trust in interorganizational virtual organizations that focuses on how trustworthiness can be communicated and trust built in this environment. The theory highlights three issues that must be dealt with if the potential obstacles to the development of trust in the virtual context are to be overcome. These are communication of trustworthiness facilitated by reliable Information and Communication Technology (ICT), establishment of a common business understanding, and strong business ethics. We propose four specific propositions relating to these issues, and suggest topics to be explored in future research. (C) 2001 Elsevier Science Inc. All rights reserved

Recognizing Affiliation: Using Behavioural Traces to Predict the Quality of Social Interactions in Online Games

Online social interactions in multiplayer games can be supportive and positive or toxic and harmful; however, few methods can easily assess interpersonal interaction quality in games. We use behavioural traces to predict affiliation between dyadic strangers, facilitated through their social interactions in an online gaming setting. We collected audio, video, in-game, and self-report data from 23 dyads, extracted 75 features, trained Random Forest and Support Vector Machine models, and evaluated their performance predicting binary (high/low) as well as continuous affiliation toward a partner. The models can predict both binary and continuous affiliation with up to 79.1% accuracy (F1) and 20.1% explained variance (R2) on unseen data, with features based on verbal communication demonstrating the highest potential. Our findings can inform the design of multiplayer games and game communities, and guide the development of systems for matchmaking and mitigating toxic behaviour in online games.Comment: CHI '2

Instant messaging in work-based virtual teams: the analysis of non-verbal communication used for the contextualisation of transactional and relational communicative goals

In this thesis, I use a multi-perspectival analytical approach to investigate the paralanguage of naturally occurring work-based Instant Message conversations. My research into the field of computer-mediated discourse analysis (CMDA) has shown that written non-verbal cues have been considered as important means of contextualising text-based computer-mediated communication (CMC), yet their scholarly treatment has been scant. Previous findings about the importance paralanguage in CMD have been further strengthened by the findings of the field of business communication: in the virtual work environment the lack of audio-visual information has been found to contribute to miscommunication and consequently hinder cooperation. The linguistic devices and discursive strategies that are used in order to compensate for the limitations imposed by the text-based communicative channel have therefore been identified as in need of further exploration. In this thesis, I have outlined a CMC cue system based on the previous findings of CMDA to investigate the range of cues used as non-verbal signals in workplace text- based CMC. I have also used a multi-perspectival approach based on the theoretical frameworks of interactional sociolinguistics, communities of practice, relational work and politeness and conversation analysis (CA) in order to investigate the range of interactional roles of paralanguage during computer-mediated business conversations. The interpretive CA-informed analysis I have conducted has provided evidence of the important role of non-verbal signals during the contextualisation of complex transactional and relational communicative goals in the workplace. The analysis in this thesis has provided two significant results: firstly, by incorporating the findings of research into paralanguage of spoken as well as other written genres it resulted in a comprehensive description of the orthographic and typographic non-verbal cues used in text-based CMC and, secondly, by drawing on the multi-perspectival framework, it allowed for a description of the complex interactional functions of these cues during the contextualisation of content and relational intent and the creation of interactional coherence in IM

Proceedings of the Fifth Mediterranean Conference on Information Systems: Professional Development Consortium

Collection of position statements of doctoral students and junior faculty in the Professional Development Consortium at the the Fifth Mediterranean Conference on Information Systems, Tel Aviv - Yafo