Human versus virtual moments: a proposed theoretical framework for understanding their implications in the workplace

Abstract

The benefits of computer-mediated communication (CMC) are compelling. Businesses leverage CMC to reduce costs, increase employee productivity, and even enable more flexible working arrangements (e.g., telecommuting). In contrast, researchers have also found that CMC has considerable weaknesses as compared to face-to-face (FTF) communication. Without the rich cues afforded by FTF contact, even casual use of CMC can result in feelings of detachment on the part of the sender and feelings of confusion on the part of the recipient. Research is apparently conflicted, therefore, over whether CMC inhibits or enhances relationships. Recent articles have posited that humans have a biological need for meaningful face-to-face exchanges, or "human moments." A human moment is defined as "an authentic human encounter between two participating individuals that can happen only when they share the same physical space"... In contrast, a virtual moment is a dyadic interchange between participating individuals using CMC that results in shared understanding. This paper presents a new model to explain the relative merits of human versus virtual moments and their impact on emotional distance.