Understanding the Impact of Technical Issues on People’s Perception and Attribution of Responsibility in Videoconferencing

CHI Conference on Human Factors in Computing Systems Extended Abstracts Pub Date : 2022-04-27 DOI:10.1145/3491101.3519618

Chi-Lan Yang, Xiaotong Li, Takuji Narumi, H. Kuzuoka

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Abstract

When interacting with people online, unexpected technical issues such as network impairments or background noise happen frequently. Though studies have shown that network outages negatively impacted remote collaboration, we know little about (1) how people attribute the cause of these technical issues and (2) how technical issues affect people’s perception of their remote interlocutors and the communication system. In an online controlled experiment with 118 participants, we compared people’s perception of the remote speaker and the communication system with and without experiencing technical issues in the simulated online interaction. The result showed that people perceived the remote speaker as less suitable and less credible when experiencing technical issues than without experiencing technical issues in videoconferencing. Moreover, people were not aware that their assessment of the speaker was affected by technical issues. We highlight the need to enhance people’s awareness about the impact of uncontrollable technical issues in remote communication.

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理解技术问题对视讯会议中人们感知和责任归因的影响

当与人在线互动时，经常会发生意想不到的技术问题，如网络障碍或背景噪音。虽然研究表明网络中断对远程协作有负面影响，但我们对(1)人们如何归因于这些技术问题的原因以及(2)技术问题如何影响人们对远程对话者和通信系统的看法知之甚少。在一项有118名参与者的在线对照实验中，我们比较了在模拟的在线互动中，有和没有遇到技术问题的人们对远程扬声器和通信系统的感知。结果表明，在视频会议中，当遇到技术问题时，人们认为远程演讲者比没有遇到技术问题的人更不合适，更不可信。此外，人们没有意识到他们对演讲者的评价受到了技术问题的影响。我们强调需要提高人们对远程通信中不可控技术问题影响的认识。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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CHI Conference on Human Factors in Computing Systems Extended Abstracts

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