Oh Say, Can You See: The Impact of Video Communication

on Attention, Workload, and Decision-making

JOHN S. STORCK

Boston University, Graduate School of Management, 1995

Major Professor: Lee Sproull, Professor of Management

ABSTRACT

Video communication technology, both in conference rooms and on desktop computers, is increasingly being deployed to connect dispersed work teams. This study examined the effects of video communication on decision-making in small teams.  In a laboratory experiment, three person teams shared information to make resource allocation decisions in three conditions: (1) face-to-face discussion; (2) all video, in which each person was in a separate location and all were connected via three-way desktop video; and (3) mixed video and face-to-face communication, in which two people in one location were connected via two-way video to a third person in another location.  

For teams working in the all video and mixed conditions, attention to task was lower and mental workload was higher than the face-to-face teams.  Decision correctness was lower and time to correct decision was higher in the all video condition.  The data suggest that video work involves different information processing and decision-making strategies than face-to-face work.  This result is consistent with research in face-to-face settings on the effects of changes in focus of attention and increased mental workload on human information processing and interaction.   

This study extends prior work on mediated communication to the video realm and motivates definition of a comprehensive framework for future video research.  The results contribute to our understanding of the impact of technology design on team performance and will aid in developing guidelines for more effective use of this new communication technology.