Interpersonal trust and common ground in electronically mediated communication

Communication and commerce by web or phone creates benefits and challenges for both buyer and seller. Websites provide convenience and visualization; telephones provide voice and real-time interaction. To combine key elements of these experiences, we developed PhoneChannel. Using PhoneChannel, a PC user while talking on the telephone can display visuals on the other person's television. How do these different media affect the consumer experience? In a recent laboratory study, prospective homebuyers selected houses of interest using web, telephone, or PhoneChannel. Using the telephone or PhoneChannel led to higher trust; but using web or PhoneChannel led to higher ratings on convenience, enjoyment, and 'good method' scales.

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