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Related Experiment Videos

Computer-mediated communication: task performance and satisfaction.

Andrew F Simon1

  • 1Department of Psychology, Seton Hall University, 400 South Orange Ave., South Orange, NJ 07079, USA. simonand@shu.edu

The Journal of Social Psychology
|June 21, 2006
PubMed
Summary
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Communication media impacts user satisfaction but not task performance. Instant messaging led to lower satisfaction compared to face-to-face or videoconferencing, supporting the Media Naturalness Theory.

Area of Science:

  • Communication Studies
  • Human-Computer Interaction
  • Organizational Behavior

Background:

  • The Media Naturalness Theory posits that communication media vary in their ability to convey social cues.
  • Previous research indicates task complexity and communication media interact to influence outcomes.

Purpose of the Study:

  • To assess user satisfaction and task performance across different communication modes.
  • To test predictions derived from the Media Naturalness Theory regarding task-media interactions.

Main Methods:

  • Examined 75 dyads (150 participants) performing 3 tasks (idea generation, intellective, judgment).
  • Compared outcomes across three communication conditions: instant messaging, videoconferencing, and face-to-face interaction.

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Main Results:

  • No significant differences in task performance were found across the communication media.
  • Participant satisfaction was significantly lower in the instant messaging condition compared to videoconferencing and face-to-face.

Conclusions:

  • Findings support the Media Naturalness Theory, suggesting that less natural media (like instant messaging) reduce user satisfaction.
  • The study highlights the importance of media naturalness in user experience, even with frequent use of newer technologies.