Understanding and Influencing Responsibility Attribution when Experiencing Technical Issues in Video Conferencing

During video conferencing, technical issues such as network impairments can unexpectedly hinder remote collaboration for distributed teams. However, it remains unclear how such issues affect the impression formation process between unacquainted interlocutors in situations like job interviews or kick-off meetings. Having first encounters online without prior in-person interaction has become prevalent nowadays. Therefore, examining the impact of technical issues on remote unacquainted interlocutors and exploring design solutions to reduce the negative impact of technical issues on the impression is essential in informing the design of future communication systems. With three controlled experiments simulating an online job interview, we discovered that technical issues made people give low credibility ratings to remote job applicants (Study 1). We further examined two intervention approaches to reduce the negative impact of technical issues in video conferencing, including a virtual agent represented in a human-like avatar to actively take responsibility for the technical issues (Study 2), and forewarning messages to inform people about the technical issues in video conferencing (Study 3). Results demonstrated that introducing an agent that represents a communication system to take responsibility for technical issues actively could reduce the responsibility people assign to remote job applicants, but without increasing their positive credibility rating for remote job applicants. Furthermore, showing forewarning messages, which explicitly made people aware the cause of technical issues was unidentifiable and its potential negative impacts on impression formation, enabled people to rate the credibility of the remote counterpart without being influenced by technical issues. We discussed how interventions can be designed to mitigate negative attribution outcomes when encountering uncontrollable technical issues in computer-mediated communication.