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Video-call glitches trigger uncanniness and harm consequential life outcomes.

Melanie S Brucks1, Jacqueline R Rifkin2, Jeff S Johnson3

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Minor video call glitches, or audiovisual errors, negatively impact judgments in important life situations like job interviews and medical visits. These glitches can worsen inequality, as those with poor internet face more issues and poorer outcomes.

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Area of Science:

  • Psychology
  • Communication Studies
  • Sociology

Background:

  • Video calls are increasingly used for high-stakes interactions, replacing face-to-face contact.
  • Audiovisual glitches during video calls present a novel communication challenge.
  • These glitches can affect critical life domains such as healthcare, employment, and legal proceedings.

Purpose of the Study:

  • To investigate the impact of minor audiovisual glitches in video calls on interpersonal judgments.
  • To understand the psychological mechanism behind the negative effects of glitches.
  • To explore the implications of glitches for digital equity and social inequality.

Main Methods:

  • Conducted five experiments and three supplementary studies using live and recorded interactions.
  • Analyzed two archival datasets from real-world video calls.
  • Examined the relationship between glitch severity, uncanniness, and interpersonal judgments.

Main Results:

  • Minor audiovisual glitches significantly harm interpersonal judgments in consequential contexts like hiring and telehealth.
  • Glitches reduce social connection and decrease the likelihood of positive outcomes, such as parole.
  • The negative impact of glitches is linked to the "uncanniness" they evoke, breaking the illusion of face-to-face contact.

Conclusions:

  • Audiovisual glitches in video calls have detrimental effects on interpersonal perceptions and outcomes.
  • These findings highlight potential inequalities, as disadvantaged groups with poorer internet access may experience more glitches and worse consequences.
  • Addressing audiovisual quality in virtual communication is crucial for ensuring fairness and digital equity.