Selection of communication technologies—A perspective based on information richness theory and trust

Abstract Communication technology is constantly proliferating due to nonstop technological innovation. The development of revolutionary communication tools has a radical effect on communication behavior. Yet, the introduction of new communication technology tools does not necessarily lead to the immediate replacement of old technology, but rather provides consumers with additional choices. In other words, every new communication technology product faces competition from existing communication tools. This study explores the underlying factors that affect consumer selection of various communication technology tools. Experimental results show that communicators will choose a tool with high information richness when faced with a long-distance communication situation involving a highly equivocal task and a low degree of trust for the other party. However, media selection decisions for communication over short distances are not affected by either task equivocality or trust.

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